Customer Service Manager

Nicholas T. Holden

West Hollywood, CA ***** • 310-***-**** • ***************@*****.***

Administration & Operations Professional

Self-Motivated, driven, and results-oriented administrator who revels in creating time-saving and efficient standards of

practice in order to allow a company achieve and maintain its mission and increase productivity and revenue.

Education

Bachelor of Arts – Drama August 1999 – May 2004

University of Virginia, Charlottesville, VA

Major: Drama

Professional Experience

Marketing Administrator January 2014 – Present

Kaleo Marketing – Los Angeles, CA

Provided administrative infrastructure to the newly formed small business which enabled expansion to two

additional markets.

Implemented and enforced quality control measures for data and payment accuracy in order to increase the

number of marketed sales centers from seven to eighteen within fourteen months.

Oversaw database management to ensure accurate appointment tracking as well as accurate and timely payments

to all company workers.

Introduce office management techniques in order to increase office productivity and morale.

Enhanced business relations with sales center administrators which resulted in timely and accurate appointment

reporting and customer grievance resolution.

Provided data analysis which allowed for a true snapshot of company’s current standing as well as tools for strategic

company growth.

Small Business Development Consultant August 2012 – December 2014

Developed infrastructure for new consumer goods product company which provided a blueprint on launching the

company.

Solicited and collaborated with engineering firm in order to develop unique product design and functionality.

Conducted market research for similar products which determined potential product market share.

Wrote comprehensive investment prospectus including executive summary, product description, detailed budget,

current and potential vendor description and level of involvement, key personnel job descriptions, and inves tment

return with exit strategy which was used as an acclaimed tool to seek funding from potential investors.

Mid-Range Fundraising Program Manager April 2011 – September 2012

Donor Services Group – Los Angeles, CA

Managed high end tele-fundraisers of donor gifts program for six international nonprofits which included a database

of over 15,000 donors and raised over $7 Million.

Oversaw maintenance and managed donor database in order to provide more tele-fundraising efficiency.

Generated and analyzed statistical performance reporting of donor communication with tele -fundraisers in order to

train fundraisers and determine areas of improvement.

Communicated and researched donor inquiries, requests, and concerns with client organizations in or der to achieve

immediate resolution and high quality customer service.

Reviewed recorded fundraising and cultivation calls between donors and tele-fundraisers to determine wealth and

support indicators for client organizations.

Wrote scripts and compiled talking points for fundraisers during each program year call round to provide accurate

and up to date information and initiatives for the organizations represented.

Community Relations Coordinator September 2009 – January 2011

The Painted Turtle – Santa Monica, CA

Oversaw fundraising events, including volunteer, staff, and vendor management, participant recruitment, sponsor

acquisition, marketing and recruiting material design, and event coordination.

Managed fundraising volunteer group - North Los Angeles County Regional Advisory Board (NLACRAB) which,

through two fundraising events, raised over $115,000 for the camp.

Coordinated camp’s initial involvement in the LA Marathon which, through participant recruitment and sponsor

acquisition, raised $50,000.

Co-produced camp’s Inaugural Camp Challenge Bike Ride, which raised just under $100,000.

Built relationships with local corporations and high level donors and attended community events on behalf of the

camp to increase awareness and exposure.

Executive Assistant/Office Manager December 2006 – January 2011

The Painted Turtle – Santa Monica, CA

Implemented administrative protocols which allowed for each department to increase productivity.

Managed all office equipment, furniture, and technology to maintain office efficiency.

Negotiated office expansion and new lease agreement with Wells Fargo Property Management which enabled an

increase in office space at no cost and allowed camp to maintain current reduced corporate office rental rate.

Assisted CEO in facilitating new projects at our campsite in order to grow camp programs and increase camper

acquisition.

Prepared materials for Board of Directors meeting held three times per year in order to share camp’s growth and

enable informed decision making by the Directors.

Oversaw support staff performing data collection, data loads, and centralized report generation and quality control

which allowed the camp operations to run more efficiently.

Managed CEOs calendar, travel, timesheet, and expense reports for CEO to allow him to focus on overseeing the

entire camp infrastructure.

Contributed to and provided final packaging for approved grant proposal from the Association of Hole in the Wall

Camps which yielded in the monetary support to grow the Development department.

Skills

Type 72 WPM, Microsoft Office (Advanced Level), Microsoft Windows 8, Office Management and Administration,

Database Management, Business Investment Prospectus Development, Contract Creation and Review, Budget

Generation, Market Research, Public Speaking and Presentations, Document Review and Editing, Raiser’s Edge, MRI®

Residential Management Database, Microsoft Publisher, Adobe Photoshop, Adobe Professional, Final Cut Pro

Awards

Blue Ridge Apartment Council

2005 Award of Excellence-Student Community of the Year; Built 1990 and Later with 11+ units

Eastern Association of Colleges and Employers (EACE)

Philip J. Brockway Award for Innovation (Interactive DVD production)

Nicholas T. Holden • West Hollywood, CA • 310-***-**** • ***************@*****.***

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