Customer Service Human Resources

MARY L. FLANAGAN

*** ***** ***** ********** ******* New Jersey 08889

908-***-**** 732-***-**** – Cell

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

www.linkedin.com/pub/flanagan-mary/3b/603/b74

PROFESSIONAL SUMMARY

Project management, office management, human resources and benefit administration, general

management, administration, customer service and team building. My management style is direct

and decisive, visionary and flexible in responding to constantly changing organization, client,

market and budgetary demands.

SKILLS

I bring proven, strong, decisive, value-driven, proactive and performance-driven results. My

greatest strength lies in my ability to quickly adapt to new environments, train, motivate and unify

the workforce, consistently delivering strong performance in reducing costs, improving controls

and developing long-lasting relationships with clients.

EMPLOYMENT HISTORY

EXECUTIVE MEETINGS & INCENTIVES, INC.

Senior Executive Office Administrator - May 1996 to April, 2014

Manage the many services that ensure the Company’s efficient operation: Responsible for all

areas of personnel policies and procedures, human resources, benefits, office administration,

payroll, travel, Meeting Management, information and data processing, mail, office equipment

and supplies, records management, Accounts Payable/Receivable, employee morale and safety,

staffing, staff development and training, vendor management, telecommunications management,

security and building facilities. Proficient in office technology systems.

• Research, implement and monitor company-wide suppliers ensuring highest levels of

service at cost effective rates

• Ensure budgetary guidelines are met. Control expenditures in accordance with budgeted

amounts. Review and authorize purchase of supplies, services and equipment.

• Evaluate, recommend and implement improvements in cost control practices.

• Negotiate supplier contracts to effect maximum savings.

• Responsible for Accounts Payables and Receivables utilizing Quick Books

• Execute short, intermediate and long range strategic plans to ensure maximum outcomes.

• Provide leadership that promotes trust, cooperation, and high levels of performance

among staff.

• Research, recommend and implement top-quality benefits packages to employees in a

cost effective manner. Select and recommend 3rd party benefit suppliers.

• Monitor staff customer service levels from benefit suppliers. Resolve problems to affect a

positive outcome.

• Recruit for nonexempt and exempt level positions by advertising internally and externally,

reviewing resumes, interviewing candidates, finalize the employment process, conduct

new employee orientation.

Mary L. Flanagan

HOECHST CELANESE CORPORATION (Was acquired and is currently operating as Sanofi US)

Manager of Travel and Conference Planning 1983 to 1996

Responsible for all details of a 25 million dollar corporate travel/meeting department at a Fortune

100 chemical company. Managed 4 satellite locations with a staff of 20.

• Negotiated all airline, hotel and car rental pricing contracts, corporate programs, discounts,

soft dollar agreements, annual multi-meeting airline discounts and group hotel programs.

• Consolidated transient and group hotel volumes to achieve maximum potential savings

with highest levels of customer service.

• Developed a conference/meeting planning department from inception, increasing

conference volume by 300%

• Maintained proper industry liaisons to secure priority positions and proper customer

service levels.

• Analyzed all T&E statistics. Prepared, maintained and provided cost analysis data.

• Recommended and implemented appropriate cost saving measures and changes to

Policy.

• Hired, trained, motivated and developed staff to maintain the highest levels of customer

service in a stimulating and productive work environment.

• Created sales tools, brochures, presentation literature, forms and automation software.

• Developed user-education materials, travel fairs, focus groups.

• Monitored and implemented any industry automation, technical changes/enhancements.

KENYON & ECKHARDT INC.

Administrator, Corporate Travel 1979 to 1983

• Single-handedly created a business travel and employee activity department for a New

York City advertising agency.

• Was instrumental in the development of one of the first satellite airline ticketing systems in

the US.

ORGANIZATIONS

New Jersey Business Travel Managers, National Business Travel Association, Meeting Planners

International. Past President of Industrial Recreation Directors Association of New York. Former

member of the Corporate Travel Association of New York. President, Secretary and Treasurer of

Xi Gamma Chapters of Beta Sigma Phi.

EDUCATION

Graduate of Marymount College, Associates Degree, Arlington, Virginia

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