Customer Service Project Manager
Resume:
VICKI ZOLLINGER
**** ********* *** ***** ********, UT 84005
***********@*****.**
m
SUMMARY OF QUALIFICATIONS
. Extensive experience executive support, event planning and management,
program and project management, employee management, customer support,
and administration on all levels
. Excellent written and oral communication skills
. Able to prioritize, organize, implement and follow-up on multiple tasks
concurrently
. Strong attention to detail
. Excellent computer skills including MS Office Suite and QuickBooks
. Advanced interpersonal skills
. Event and meeting planning, training planning and training facilitation
certifications
. Self-motivated and goal oriented
PROFESSIONAL EXPERIENCE
Operations/HR Director Noah Webster Academy Orem, UT (January 2010 -
January 2014)
Role includes school-wide management, staffing, benefits, HR, project and
program management
Development:
Manage and support development plans and processes
Develop/create marketing materials
Manage for public relations plans and releases
Coordinate major fundraising projects
Administration:
Manage administrative staff and maintain a secure and safe front office
Develop, document, maintain and support scheduling and logistical processes
Create and manage all parent communication channels (newsletter, message
boards, etc.)
Human Resources:
Manage and maintain of accurate office records, including personnel files,
background checks, payroll, benefits administrator, employee advocate,
ensuring confidentiality and compliance with state and federal laws
Facilities:
Responsible for the supporting the maintenance of the building and grounds
Responsible for maintaining a safe, comfortable environment in the front
office
Manage use of the facility including after school and summer programs as
well as rental opportunities
Manage all planning for future improvements of facility, including bids,
selection and award
Management Information System:
Manage all aspects the Academy's website, internal and external, boards,
staff, teachers, parents, etc.
Manage IT help, including new technologies, staff needs, software,
installation, etc.
Office Manager NEXT Financial Group. Provo, UT (October 2005 - October
2008)
Role includes office management and client support for financial
planning/securities business
1. Support client relations and project management of business, remaining
proactive in delivering added value to clients and responsive to
meeting client needs
2. Creates marketing strategies and manages subsequent campaigns for
business
3. Monitors tactical initiatives that support clients objectives for long
term financial security
4. Manages day to day account activities including office staff
responsibilities, contacting clients, transferring accounts,
monitoring daily workflow and overseeing projects.
5. Ensures accuracy of required client paperwork and account is current
with firm and industry requirements, rules and regulations
6. Receives and process securities, enter unsolicited trades at the
direction of the Financial Advisor
7. Event planner, including seminars, training, business events both to
include internal and external vendors event size to range from 35 to
1000+ participants and attendees
8. Manage and maintain all bookkeeping, payroll, taxes and budgets for
business
Operations, Customer Service Manager Novell, Inc. Provo, UT (January 2004
- September 2005)
Role includes project management and customer service responsibilities for
internal and external training events for Novell Training services
9. Managed call center and CSRs for department to provide all aspects
customer service, administration, processes and registration for
training center
10. Established performance objectives for employees
11. Established procedures for customers to register, submit evaluations
and feedback for department improvements
12. Event Manager - employee meetings, quarterly events and training to
include various vendors also coordinate responsibilities between
departments both internal and external
13. Design, modify and maintain all forms and reports necessary for daily
operations
Project Manager & Executive Assistant Novell, Inc. Orem, UT (February
2003 - January 2004)
Role includes project management and administrative responsibilities in
support of Senior Vice President of Engineering, Vice Presidents, and
Directors in the Engineering division
14. Manage calendar, schedule and commitments for SVP; prior to accepting
appointments/requests for SVP obtain information relative to request
to include participants, objective for meeting, etc.
15. Perform general administrative responsibilities to include; screening
and/or delegating incoming calls, travel, email, approvals for budget
expenses and/or travel in behalf of SVP, meeting scheduling, catering,
special function coordination, purchase orders for equipment,
supplies, etc.
16. Project management for specific projects for Engineering VPs and/or
Directors - project include - Product Staffing Resources, Quarterly
Product Business Review Reports, Monthly/Quarterly budget reviews,
Product Marketing Business Reviews
17. Interface with employees, customers, partners, stock holders, internal
and external company executives
Program/Project Manager Novell, Inc. Orem, UT (August 2000 - February
2003)
Responsible for Novell Education authorized programs including, events,
communications, program management, partner benefits and customer
satisfaction. During this period held several positions with similar
functions and/or responsibilities
18. Planned and co-facilitated Education department annual and quarterly
business planning meetings for Sr. Management team - including meeting
notes, progress and status updates to multiple levels of Education
19. Managed world-wide NAEC and NEAP advisory councils including meetings,
conference calls and ongoing action items to bring resolution and
closure for world-wide partners
20. Managed world-wide partner programs and benefits for commercial and
academic technical training partners
21. Owned and managed the automation of new Authorized Partner Programs
and processes for partners world-wide thus eliminating the need of
three full-time employees to manage yearly renewals, new partners,
fees and benefit administration
22. Managed staff members providing administration and support of world-
wide programs
23. Created quarterly Education Update Handbook to provide Novell Sales
ongoing information on all Novell Education programs, benefits,
promotions and contacts
24. Interface with Novell customers to provide resolution for customer
satisfaction concerns
Administrative Coordinator Novell, Inc. Orem, UT (January 1999 - August
2000)
Coordinated projects and administrative for e-Learning team
25. Coordinate all meetings including scheduling, minutes and action item
review/status for eLearning Team and Professional Education Programs
Team
26. Manage Budget Plan of Record - verify budget expense, input requests
into Oracle Accounting System, match with approved PO#, ensure
Invoice is received and approved prior to end of quarter
27. Review ISO corrective action report compliance - verify team members
make required adjustments to ISO procedures and documents
Office Manager Technology Solutions Inc., Salt Lake City, UT (September
1997 - March 1998)
28. Managed staff members that provided all aspects office administration,
processes and registration for training center
29. Administer human resource information, insurance, and various employee
benefits for company
30. Influenced and participated in establishing company policies and
performance objectives for employees
31. Directly train and manage receptionists, accounts receivable, and
sales support personnel
32. Managed employee meetings and quarterly events; coordinate
responsibilities between departments
33. Design, modify and maintain all forms and reports necessary for daily
operations
NAEC/NEAP Project Coordinator Novell, Inc. (August 1993-September 1997)
34. Completely manage all aspects of US/Canadian database
35. Review and process new/renewal Novell Education Partner Agreements
36. Order Entry liaison-coordinate Education information and train Order
Entry personnel on Education policies and procedures
37. Provide timely, accurate program information for Fax Server and other
vendors as requested
38. Track Education Partners aggregate data; design and publish reports
39. Responsible for all administrative duties for Director and staff of
eight remote Area Education Managers in the United States and Canada
Education Marketing Specialist Novell, Inc. (August 1992-August 1993)
40. Provided Novell Education information and referrals to student
customers
41. Managed credit report activities (balanced student registrations with
deposits)
42. Processed student registrations for Novell internal and external
certification classes
43. Acted as liaison for North Central Novell classes, rosters, and
student kits
Order Entry Administrator Novell, Inc. (September 1991-August 1992)
44. Processed Distributor orders and stock rotations for specific accounts
45. Represented US/Canadian Education Partner accounts
46. Provided customer service information for NetWare products
47. Processed Novell Warranty Registration information
REFERENCES
48. References available upon request
Contact this candidate