Customer Service Management

Mary Lorenzo

Professional

****.*******@*****.***

Summary

- Skillful and dedicated Executive Assistant with extensive experience in the coordination, planning, and

support of daily operational and administrative functions of senior executives.

- Proven track record of completing research, reporting, information management, marketing, and

business-development efforts.

- Highly focused and results-oriented in supporting complex, deadline-driven operations; able to identify goals

and priorities and resolve issues in initial stages.

- Understands how to exercise authority, have the ability to make decisions, but most importantly, have the

ability and judgment required to direct the executives’ time and attention while at the same moment, exercise

discretion when dealing with confidential business matters.

Specialties: Proficient in project management, Microsoft Office System, Microsoft Visio, Microsoft Windows®

operating system, PeopleSoft, Concur Time and Expense Program, and Cliqbook Travel Program. Working

knowledge of Microsoft Access and Mac® operating system.

Experience

Executive Assistant to EVP at Capital One

February 2012 - Present (2 years 2 months)

• Supports EVP with administrative duties that will relieve the EVP from mundane day-to-day office

operational tasks and make their decision making and management time more productive.

• Conserves the EVP’s time by reading, researching, and routing correspondence; drafting letters and

documents.

• Manages key routines such as staff meetings – including scheduling, agendas, notes and action

items/follow-up and supervises the maintenance of a complex and detailed calendar for all activities, events,

meetings, travel, and conferences.

• Serves as the primary point of contact for internal and external constituencies on all matters pertaining to

the line of business; also serves as a liaison to other senior management teams, partners and associates.

• Provides historical reference by developing and utilizing filing and retrieval systems; recording meeting

discussions.

• Provides "gatekeeper" and "gateway" role, creating win-win situations for direct access to the EVP’s time

and office.

• Prioritizes conflicting needs; handles matters expeditiously, proactively, and follows-through on projects to

successful completion, often with deadline pressures.

• Reviews relevant articles, newsletters, websites, etc. and identifies any action items for review by EVP.

• Organizes the many functions hosted by the EVP such as luncheons, dinners, seminars, workshops,

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conferences or banquets by managing details such as making hotel accommodations for out-of-town guests,

securing event locations, working with caterers, and other vendors.

• Provides quality customer service.

Research Associate, Education and Social Enterprise Practice at Heidrick & Struggles

February 2011 - February 2012 (1 year 1 month)

• Gathers information from client, consultant, industry research and sources to gain comprehensive

understanding of the client company, industry and the position requirements.

• Assists consultants to develop position specification and a focused search strategy.

• Continually refines search strategy based on market or client feedback.

• Researches and identifies prospective candidates through targeted company research, industry sources,

relevant prior searches and internal sources.

• Maintains the accuracy, quality and integrity of all search information in the Heidrick & Struggles

proprietary database.

• Keep the practice up to date on relevant trends and challenges in the marketplace with regard to business

development activities and general market intelligence

• Proactive in working with the practice to offer insights, interpretations, and direction based upon

knowledge gained through evolving experience.

• Additional Role: Latitude “Power User” – Latitude is the new network platform used by the Company. As

a power user, the following are expected: partner with at least one Training Delivery Team member to

deliver training to the office when Latitude is deployed; advocate and create best practices in the tool; provide

onsite (an occasionally remote) support to answer end user questions; be available to answer process and

technology questions from co-workers and provide an “on the ground” perspective when helping solve

problems; creatively support colleagues across functional roles in thinking and working differently with

Latitude to better support clients; and be able assist with and relate to needs of colleagues in different

functional roles.

Executive Assistant to Global Practice Managing Partner, Education and Social Enterprise at Heidrick

& Struggles

July 2007 - February 2012 (4 years 8 months)

• Provided project and business administration support to the search team in all aspects of the search process

including but not limited to: document preparation and management, logistics handling of candidate and

client interviews and meetings, accounts receivable and accounts payable, expense reporting and search

budgeting, correspondence and file management

• Provided the team with information essential to the completion of the research phase of the search effort

and, ultimately, to the completion of the search.

• Partnered with and assist the Consultant in all aspects of the search process including: business

development initiatives; managing the execution and direction of research; search strategy development;

candidate development; candidate assessment and presentation; referencing; and client management.

• Maintained progress reports/status reports/market feedback reports for presentation to client.

• On an ongoing basis, builds strong relationships and good rapport with candidates.

• Frequent interaction with the client and understand client management with the ability to step in when

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needed by the Consultant.

• Processed business development leads.

• Drafted and prepared business development proposals.

• Integral parts of the role are: relationship management – networking and building strong relationships with

senior executives (as potential candidates or clients) and problem-solving within the search execution and

administrative process.

• Additional duties: DC office management which includes, but not limited to, staff coordination, supply

management, search meeting management, office equipment maintenance, vendor liaison, property

management coordination, etc.

4 recommendations available upon request

Executive and Legal Assistant to Managing Partner at Keller and Heckman LLP

November 2006 - July 2007 (9 months)

• Provided legal, administrative, and personal support to the Firm’s letterhead partner, managing partner, and

one senior associate in the food and drug practice.

• Drafted, prepared and formatted legal documents and correspondence, such as letters, memoranda, charts,

tables, etc.

• Prepared exhibits and tables for regulatory filings.

• Administered and processed invoices from outside law firms and other service providers.

• Maintained corresponding databases and files.

• Created and maintained filing systems and other information management techniques.

• Assisted with various recruiting and business development projects.

• Worked as a timekeeper for various billable matters.

• Maintained computerized calendar and contact list.

• Transcribed lawyers’ case notes, memos, and letters.

• Reviewed monthly DBRs then drafted, reviewed and sent monthly client bills.

• Performed conflict checks for new client and new matter issues.

• Coordinated with other assistants, Human Resources and branch offices.

1 recommendation available upon request

Executive Assistant to the Director of Security and Emergency Preparedness at Library of Congress

March 2006 - November 2006 (9 months)

• Served as Executive Assistant to the Director of Security and Emergency Preparedness and as office

manager for the division.

• Received, drafted, edited and responded to all correspondence

• Navigated the subordinate levels of organizational hierarchy to determine the appropriate staff members to

handle technical matters.

• Contracted top-level officials to develop information and assembling data not readily available for use by

Director.

• Developed background information and materials for the Director’s use in public speaking engagements or

meetings.

• Prepare meeting agendas.

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• Attended and recorded minutes of all division and committee meetings

• Exercised exclusive control over the Director’s calendar with complete authority for time commitments.

• Ensured that practices and procedures used by staff in subordinate organizational segments are consistent

with those of the Director’s office.

• Coordinated coordinating periodic training in all aspect of security and emergency preparedness such as

EMT trainings, etc.;

• Has authority for payroll and personnel matters in the division assuming complete responsibility for matters

relating to this function.

• Also served as liaison for the Library to international satellite offices in terms of collection handling and

security.

Executive and Legal Assistant at Arent Fox

September 2005 - February 2006 (6 months)

• Moved to Arent Fox with the entire International Trade Team after the partnership dissolution of Coudert

Brothers.

• Provided legal, administrative, and personal one-on-one support to the International Trade Group’s section

head and rainmaker as well as practice group management.

• Drafted, prepared, formatted and edited legal documents and correspondence, such as letters, memoranda,

charts, tables, briefs, summons, complaints, motions, disclosure schedules, etc.

• Gathered, confirmed and prepared information for court and administrative filings.

• Prepared exhibits and tables for filings.

• Administered and processed invoices from outside law firms and other service providers.

• Maintained corresponding databases and files.

• Coordinated due diligence/transactions.

• Created and maintained filing systems and other information management techniques for corporate and

litigation matters.

• Assembled proposal and marketing packages.

• Worked as a timekeeper for various billable matters.

• Maintained computerized calendar and contact list.

• Transcribed lawyers’ case notes, briefs, memos, and letters.

• Researched antidumping cases in the U.S.

• Reviewed monthly DBRs.

• Oversaw and coordinated attorney and attorney-related case work and office management such as travel

arrangements, scheduling meetings and conference calls, etc.

Executive and Legal Assistant to Practice Head, International Trade at Coudert Brothers

March 2003 - September 2005 (2 years 7 months)

• Provided legal, administrative, and personal one-on-one support to the International Trade Group’s section

head and rainmaker as well as practice group management.

• Drafted and formatted legal documents and correspondence, such as letters, memoranda, charts, tables,

briefs, summons, complaints, motions, disclosure schedules, etc.

• Gathered and prepared information for court and administrative filings.

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• Prepared exhibits and tables for filings.

• Processed and approved invoices from outside law firms and other service providers.

• Maintained corresponding databases and files.

• Coordinated due diligence/transactions.

• Maintained filing systems and other information management techniques for corporate and litigation

matters.

• Assembled proposal and marketing packages.

• Worked as a timekeeper for various billable matters.

• Researched antidumping cases in the U.S.

• Reviewed and approved monthly DBRs.

• Prepared expense reports.

• Practice group management duties include, but not limited to the following: workflow coordinating,

overseeing temporaries, event planning, and ordering supplies.

1 recommendation available upon request

Legal Secretary (Temp Assignment) at Spiegel & McDiarmid

October 2002 - March 2003 (6 months)

• Assisted a senior partner and an associate in the Transportation (Aviation) practice

• Prepared client correspondence and legal opinion letters.

• Proofread, edited, and formatted documents.

• Assisted in preparation of Request for Proposals, briefs, and other filing deadlines

• Updated and maintained chronological files and subject matter files.

• Provided updated information on current cases

• Coordinated attorney schedules and travel arrangements.

• Assisted with information/data gathering from Federal agencies and Capitol Hill.

• Prepared course materials, handouts, and speeches.

• Served as back-up receptionist as needed.

Legal Assistant at Hanson Bridgett LLP

November 1999 - September 2002 (2 years 11 months)

• Assisted a senior partner and an associate in the Public Agency practice.

• Engaged in high volume of administrative duties.

• Managed partner's phone calls and schedules.

• Interacted with major clients and outside counsel.

• Set up meetings, conferences, and travel arrangements.

• Prepared a variety of correspondence, reports, memoranda, research papers, and legal documents required

by the attorney.

• Prepared expense reports.

• Prepared and sent monthly invoices to clients.

• Assisted in the review and preparation of Request for Proposals, contracts, and leases.

• Maintained all types of correspondence.

• Created and maintained attorney's personal and case files

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• Processed incoming and outgoing mail for the practice.

Legal Assistant at Bradley Curley Asiano Barabee & Gale

April 1999 - November 1999 (8 months)

• Assisted a senior partner and an associate in the Construction Defense Practice.

• Engaged in high volume of administrative duties.

• Managed partner's phone calls and schedules.

• Interacted with major clients and outside counsel.

• Set up meetings, conferences, and travel arrangements.

• Prepared a variety of correspondence, reports, memoranda, research papers, and legal documents required

by the attorney.

• Prepared expense reports.

• Prepared and sent monthly invoices to clients.

• Assisted in the review and preparation of Request for Proposals, contracts, depositions and other court

documents.

• Maintained all types of correspondence.

• Created and maintained attorney's personal and case files

Various at Compex Litigation Support

January 1995 - April 1999 (4 years 4 months)

• Started as a Customer Service Representative and ended as the Process Serve Coordinator

• Assigned work to all process servers on a daily basis.

• Reviewed court documents for accuracy and completeness.

• Researched and tracked down hard to locate parties.

• Provided clients with status on all process serve orders.

• Prepared documents such as subpoenas, proofs of service, consumer notice, and due diligence

• Troubleshoot Client Services Problem reports.

• Managed clients with particular needs and/or large volume.

• Served as point person between the Workers' Compensation Appeals Board and State Courts for records

retrieval and/or filing

• In absence of or under the direction of a supervisor, responded to other employees' questions pr resolved

problems.

Skills & Expertise

Microsoft Office

Legal Writing

Recruiting

Event Planning

Public Speaking

Research

Human Resources

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Training

Event Management

Management

Time Management

Editing

Project Management

Office Management

Budgets

Access

Marketing

Project Planning

Administrative Assistants

Business Development

Visio

Outlook

Executive Search

Customer Service

Invoicing

Public Relations

Education

Adamson University

B.A., Political Science, 1991 - 1994

Activities and Societies: Editor, The Politique

Debate Team

George Mason University

M.A., History, 2005

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Mary Lorenzo

Professional

****.*******@*****.***

6 people have recommended Mary

"Mary was a wonderful representative of her company. She was helpful, personable and very detailed.

Everything that I asked her for or about, she responded immediately. I would highly recommend her. Deborah

Love"

Deborah L Love, Vice Chancelor of Admissions, Jones International University, was with another

company when working with Mary at Heidrick & Struggles

"I worked with Mary when I was at Heidrick & Struggles. She always had a "can-do" attitude and went the

extra mile to deliver the highest quality client service. In addition, she helped create a positive workplace

environment and reached out to offer assistance to others on projects, whether or not those projects were her

responsibility. I would welcome the chance to work with her again."

Jennifer Christie, Vice President, Global Executive Recruitment, American Express, worked directly with

Mary at Heidrick & Struggles

"Mary is one of those individuals who takes the complex and makes it appear so simple. I have had numerous

professional interactions with Mary and she has always been the total professional - representing the partner

she works with at the highest level."

Barry Feierstein, Executive Vice President Sales & Marketing, Sallie Mae, was with another company

when working with Mary at Heidrick & Struggles

"Mary is extremely efficient providing assistance to the Global Managing Partner at Heidrick and Struggles.

She fully supports their clients in searching for highly qualified candidates to fill executive positions. She is a

terrific liaison between client and her organization."

Ellis Gedney, was Mary's client

"Mary was a well regarded and successful assistant to the founding partner at Keller and Heckman LLP. She

was always pleasant and efficient and accomplished in her work. I highly recommend her."

David J. Kent, Staff Scientist, Keller and Heckman LLP, managed Mary indirectly at Keller and Heckman

LLP

"Mary is organized, professional and detail-oriented. She is a pleasure to work with."

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Kerry Yun, Law Clerk, Coudert Brothers, worked directly with Mary at Coudert Brothers

Contact Mary on LinkedIn

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Contact this candidate