Customer Service Manager

Ara Kasumyan

*** *. ******* **** • Glendale, CA • **********@*****.*** • 818-***-****

Administrative Assistant/General Office Clerk

Performance Profile/Performance Summary

Versatile, detail-oriented problem solver, with over eight years of experience in time sensitive, fast-paced

environments. Sound technical talents and high efficiency in data entry/ten-key have contributed to employers

recognition for outstanding support and service. Able to manage multiple projects simultaneously, moving quickly

and efficiently among projects. Capable of leading and collaborating while, effectively communicating with all levels

of staff and clients. Not afraid to roll up sleeves, work long hours, and get the job done.

Core Competencies

Analytical Skills Time Management Communication Skills Legal Experience

• • Multitasking • Customer Service • Terminology/Process

Attention to Detail

• • Organizational Skills • Leading/Collaborating • Deposition Scheduling

Problem Solving

• Critical Deadlines

• • Sales Support • Calendar Monitoring

Final Product Quality

• • Multiple Projects • Written Reports • Assigning Reporters

Quick Learner

• • High-Volume Work • Personable/Energetic • Transcript Inspection

Accuracy

• • Prioritizing Tasks • Phone/Email Etiquette • Transcript Production

Productivity Growth

Cross-Training • Exceed Daily Targets • Administrative Support • Scanning/Linking

•

Technical Competencies

Software/Systems Data Entry MS Office Internet/E-Commerce

• MS Office Suite • Typing 80 wpm • Word (word processing) • All Google Programs

• Windows • Ten-key 10,000 kph • Excel (spreadsheet creation) • Social Media

• Adobe PDF • Database Management • Outlook (email) • Android/iPhone

• AS400/.ptx/Ascii • Account Admin/Billing • Access/PowerPoint • Order Processing

Professional Experience

Styop & Co. - Glendale, CA Feb 2013 - Present

Full service digital branding co. that strategically and creatively depicts clients’ visions onto the web by using the latest technology and

marketing.

E-commerce Manager/Search Engine Optimization Specialist

Provided support to Director with various ongoing online branding/marketing projects. Diagnosed and customized a

strategic approach, per clients’ needs and expectations. Planned and implemented multi-channel marketing strategies for client

brands that tie in web, mobile, email, search engine, social, and traditional advertising together to provide solutions based on

consumer insight and data.

• Research industry/industry trends, competitors, client’s strengths/challenges/opportunities; then determine and

implement solutions, while constantly maintaining contact with client and considering feedback.

• Developed keyword and linking strategies to improve website search results. Boosted rankings by making revisions to

website structure and copy. Analyzed and reported on results of SEO campaigns.

• Helped customize, install, and configure computers and peripherals. Maintained and repaired hardware, software, and

operating systems. Troubleshot and resolved application and email system issues.

• Performed Java Script and PDF conversions; create high quality graphics; produce content; integrate dynamic popup

menus; update all web-based information routinely.

Key Accomplishments and Contributions

ü Successfully managed the scheduling and workflow of advertising and marketing communications projects among

agency clients and vendors.

ü Completed all assignments on time in extremely fast-paced, high-pressure environments.

ü Designed and produced all online and print advertising, brochures, direct mail, and presentation materials for

banquet hall client. Created new concepts, maintained full and mobile websites, orchestrated events, and handled

variety of special projects. Increased online presence of listings, search engine hits, query clicks, and ultimately order

confirmations. All of which resulted in greater recognition for the company which is now booked though next year.

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Ara Kasumyan **********@*****.*** 818-***-****

Atkinson-Baker, Inc. - Glendale, CA Sep 2011 - Jan 2013

Nationwide court reporting firm providing comprehensive legal services to law firms ranging from; providing reporters for depositions, production

of transcripts, and various litigation support services.

Litigation Support Specialist

Provided administrative and clerical support within extremely busy office. Led team of eight employees in Litigation Support

department (first point of contact for the reporter after attending/transcribing the deposition or hearing), to meet and exceed

daily targets. Addressed any potential “developed traffic” by proactively monitoring groups production, identifying weak

points, devising a faster and technologically advanced solution, presenting to management, and ultimately running a pilot

program and fully implementing the new procedure. Technical aspects of processing a deposition are as follows:

• Maintain contact with reporter, receive jobs in house on time and request necessary corrections.

• Translate, inspect, correct, and format the “rough” transcript, per company policies and government laws.

• Finalize “valuable final product” by creating electronic versions as requested by client. (PDF, ASCII, .ptx, and .txt).

• Email final transcript and any other lit support products ordered. Create/label a CD with same files to be sent with

physical transcript. Push job to next department (Detail) for printing and mailing.

Key Accomplishments and Contributions

ü Successfully streamlined various technical stages of production such as; running macros for transcript inspection/

formatting and using Excel formulas for data input in company database. Improvements are now policy.

ü Analyzed and determined the need for a comprehensive upgrade of database, archival, and retrieval

systems. Responsible for selection and installation of new systems. Fully integrated within two months.

ü Litigation Support production driven up from job target of 23/day per employee at time of hire, to 27/day after

implementation of proposed procedure changes. Average daily increase in Litigation Support department from 161

completed jobs to 216 after hiring. Resulting in 35% increase in on-time delivery.

ü Cross-trained in second and third departments (Scanning, Linking)

Digitron Electronics - Montebello, CA Jun 2009 - Sep 2011

Largest independent audio/video repair service company on the West Coast.

Electronic Technician/Customer Service

Successfully handled front desk and six incoming telephone lines for busy, undermanned electronic repair company. Greeted

and logged-in steady stream of customers, coordinating estimates and receiving approvals from technicians. Developed

cooperative working relationships with top companies such as: Sony, Panasonic, and Teac/Tascam for contract work

assembling products such as CD duplicators and CD/DVD drives.

• Managed customer problems with tact and attention to prompt customer service.

• Gained valuable experience in opening and closing procedures, cash register receipts, counter sales, light bookkeeping,

and telephone follow-up.

• Performed daily office duties such as filing, typing, data processing, research, and answering phones.

• Related experience: administrative support, customer service, accounts payable/receivable, expense tracking, bank

reconciliation and deposits, email and Internet research.

Key Accomplishments and Contributions

ü Successfully streamlined various technical stages of assembling/flashing TEAC CD/DVD burners/drives.

ü Helped pioneer the computerization of the companies warehouse and parts departments from the ground floor; led

installation and integration of state-of-the-art and highly secure network.

ü Planned and accelerated the implementation of advanced technology solutions, introduced sophisticated applications

and multimedia technology to streamline workflow processes, expand presentation capabilities, and keep pace with

the competition.

Countrywide Financial (Treasury Bank N.A.) - Simi Valley, CA Jul 2006 - Jun 2009

Treasury Bank, a unit of mortgage lender Countrywide Financial, provides such document management services as imaging, tracking, and

safekeeping for products ranging from residential mortgages, deposit products, and investment products.

Collateral Specialist II

Initially hired through K-Force (employment agency) as a temp but was quickly recognized as an asset and hired on to the

company full time. Hired to coordinate loan receiving processes in Collateral Processing department and be the crucial link

between staff and management. Responsible for coordinating daily receipt of loan documents (5000+ daily) which included;

overseeing the opening, checking in, and preparing of loan docs for logging in to AS-400 system. First to be trained on new

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Ara Kasumyan **********@*****.*** 818-***-****

loan login/sorting conveyor belt system, and subsequently personally trained all new hires on this system. Promoted to

Collateral Specialist II and duties and responsibility increased to include:

• Tracking and delivery of special loan files requested by various depts.

• Daily reports to management regarding daily loan volume data

• Stamping and notarizing Fannie Mae loan docs

• Given facility wide access including the loan vault in order to obtain any loan file which was quickly needed

• Experienced processing collateral loans, asset-based loans, and mortgage based loans. Processed loan documentation,

performing research activities as necessary.

Key Accomplishments and Contributions

ü Initially hired as temp. Full time company employment offered and accepted within four months. Promoted six

months later.

ü Was offered full relocation package to either Fort Worth, TX or Tampa, FL when company relocated in 2009.

ü Received notary certification fully funded by Countrywide after completing course and tests. Notarized mortgages

and deeds as part of workload.

ü Ensured that loan policies and procedures were followed in accordance with audit guidelines.

Education

Glendale Community College - Glendale, CA 2010-2012

A.S. in Computer Applications/Business Office Technologies – General Office

Additional Specialized Courses:

Human Relations in Business - Business Office Procedures - Business Vocabulary Development - Filing Methods and Systems

- Introduction to Office Correspondence - Collegiate Business Mathematics - Windows Basics - Computer Keyboarding/

Typing II - Beginning Microsoft Office Applications - Internet Orientation - Written Business Communications

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