Customer Service Office

Janine Dolley

***** ********* ****, ****** ******* FL, 34135

239-***-**** ********@*****.***

Customer Service/ Facilitator/ Office Support

Support Services-Facilitator-Events-Supervisory

QUALIFICATIONS

Expertise in Group Services, Support, Scheduling, Planning and

Education: emphasis on interpersonal skills, computer proficiency,

communication and teaching. Over 25 years working with the public and

over 17 years of office experience. Known for strong work ethics,

versatility, public relations skills and quality of work. I enjoy work

that requires creativity and interpersonal communication.

PUBLIC RELATION and CUSTOMER SERVICE SKILLS

* Functioned as the 'face' and 'voice' of the Housing and Residence Life

office at FGCU for over three years. Served as first contact, on the

phone and in person, for parents and students both incoming and on

campus. Supported incoming students and families in navigating all

aspects of the housing process and at times the entire University

application process. Assisted students and families with billing

questions. Explained housing procedures and details of housing contracts

when there were questions or disputes. Worked with current students to

resolve issues arising during the course of each year.

* Assisted with the planning and execution, including supervision, of

events for up to 500 people in a large community church center. Events

included: Concerts, Fundraiser Teas and Luncheons, Dinner Shows,

Ministry Fairs, Weddings, Community Awareness Events, Teaching Events

and Seminars.

* Available to customers calling in for help desk issues and also on the

show room floor to answer questions and to provide service on personal

computer systems.

* Maintained a welcoming front desk presence to help church members with

any questions they might have; from changing an address in a database to

planning a funeral with them or talking with a suicidal person and

getting them referred to the appropriate helping authority.

* Served as the Non-Fiction attendant in town library (town population

18,000). All associated duties, including, check-in and out, assisting

patrons, card catalog updates, shelving, and maintenance.

ADMINISTRATIVE SKILLS

* Maintained front desk presence and coverage of the Housing and Residence

Life Office at FGCU for 3 1/2 years. Responsible for input of all online

and paper housing applications and related daily reports and letters.

Accountable for cash collections, making deposits and maintenance of

check logs. Created files for incoming students and maintained records

of changes to applications after initial input. Maintained calendars for

golf cart reservations.

* Effectively managed the office and all day to day happenings in a 600+

family church and a 1000+ family church - including all standard office

tasks and those specific to the religious setting.

* Created and maintained schedules of events, meetings, weddings and

services for over 15 ministry groups, the administrator, various outside

community organizations and individuals needing to use the facility.

* Responsible for Accounts Receivable and Accounts Payable, periodic

reporting (weekly, quarterly, year-end and as requested), payroll and

audit preparation for three different locations using QuickBooks and

ADP.

* Created and maintained member/client Databases to store information,

track contributions and generate reports.

* Set-up and organized the office of a start-up consulting company from

the ground up: Researching and obtaining all things necessary to bring

the business from a one man consulting practice to a brick and mortar

business with a showroom and 5 employees.

PUBLISHING & MARKETING SKILLS

* Created professional 4 page bulletin each week for 9 years - a total of

almost 500 bulletins. Responsible for layout and design, choosing and

manipulating appropriate graphics, and front cover art. I was also

responsible for 60% of the content and wrote a column that was included

in the bulletins each week. I maintained a 100% accuracy in meeting the

deadline for delivery to the printer.

* Produced 2 professional music CD's from start to finish: Including

selection of content, obtaining necessary copyright permissions,

rehearsing and performing, working with the studio and CD

duplicator/packagers and then marketing and selling the finished

product.

* Designed and produced hundreds of flyers, postcards, tickets,

certificates, mailers, business cards, booklets of up to 20 pages, and

programs using a variety of programs.

COMPUTER and TECHNOLOGY SKILLS

* Proficient in: Word, Excel, Publisher, PowerPoint, FrontPage, Outlook,

PhotoImpact, WordPerfect, Works and others.

* Trained adults professionally in Windows and MS Office Products for over

4 years in the classroom for New York State through local continuing

education services, the SUNY system, Rockefeller College Research

Foundation and as an adjunct professor for Mater Dei College.

* Demonstrated ability to create training materials appropriate for the

audience, and to teach others at the level they were at as individuals

and as a group.

* Prepared PowerPoint presentations for training and entertainment

purposes

* Developed an internet presence for former employer by obtaining new,

formerly unknown web authoring software, teaching myself to use it, and

creating a web page over the course of 2 weeks while maintaining all my

other duties.

* Traveled to private homes, businesses and out of state as a technician

to install computer systems, to train individuals and groups in computer

use and to service existing systems.

* Quality Assurance Inspection and repair on microchips using microscope

for IBM. QA Inspection, assembly and repair on various electronic

components, sub-assemblies and units. Maintained minimum 97% accuracy.

OTHER SKILLS

* Responsible for retail sales, vendor selection, purchasing, researching

products for self and clients, obtaining bids and inventory control.

* Attended open house programs to interact with families, answer questions

and promote living on campus as a wonderful opportunity for incoming

students.

* Owned and operated a state licensed home day care in New York State for

several years. Providing children with a safe place and also activities,

art programs and learning opportunities which included, cooking, nature

exploration, field trips, and working on reading skills.

* Served as facilitator for a 35 member teen youth group, meeting weekly

for over 3 years. Responsible for planning all weekly meetings,

fundraisers and events. At meetings, the students participated in craft

projects, learning opportunities, mission outreach, teaming with the

assisted living facility next door to the church in combined activities,

cemetery cleanup, working with youth, music and youth choir,

participating in nutrition and learning about food, preparing meals

including a traditional Seder and much more.

* Organized several overnights and 3 major trips per year, at least two

each year were out of state, and one each year out of the country.

* Music Director for a 48 member choir and 7 piece band for 3 1/2 years.

Concurrently, Music Director for a second choir of 12 at another

location. Cantor for 11 years. Planned and performed all liturgical

music for a minimum of 3 services per week, plus funerals, weddings and

other services.

PROFESSIONAL EXPERIENCE

Sr. Secretary - Office of Housing and Residence Life October 2010 -June

2014

Florida Gulf Coast University, Ft. Myers FL

Office Assistant 2011

Law Office of Robert Enright III P.A. - Estate Law (part-time)

Office Manager / Bookkeeper / Liturgical Music Director Nov 2006 - Mar

2010

St. Finbarr Church, Naples FL

Contemporary Choir Director Aug 2008 - Mar 2010

St. Peter the Apostle Church, Naples FL

Special Event Coordinator Jan 2006 - May 2007

San Marco Church, Marco Island FL

Office Manager / Bookkeeper / Youth Leader / Music Director Jul 1999 -

Jan 2006

St. Patrick & St. Lawrence Church, Brasher Falls NY

Classroom Educator / Consultant (per diem position) 2000

SUNY Canton - Canton NY

Office Manager / Technician-Consultant / Education Specialist Oct 1996 -Jul

1999

C3 Crowley Computer Consulting, Ogdensburg NY

Adjunct Faculty / Microsoft Applications Instructor (per diem

position) 1999 Spring Semester

Mater Dei College, Ogdensburg NY

Classroom Educator (per diem positions) 1996 - 2001

BOCES, St. Lawrence County NY

SUNY, Rockefeller College Research Foundation - Albany NY (training

for NY State Employees)

Tech Coordinator / Youth and Family Ministry 1995-1996 School Year

Chesaning Michigan

Office Manager Sep 1993 - Aug 1996

Awakening Hope Counseling

EDUCATION / CERTIFICATION

SUNY Canton Office Technology/Computer Information Systems

St. Lawrence/Lewis County BOCES Certification, Office Practices 450/hr

classroom, 100/hr internship

Western CT State University Communications Technology

Johnson and Wales Culinary School Culinary Arts

New Milford High School College Prep - Honor Society - Early

Graduation Program

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