Customer Service Manager

OBJECTIVE

To obtain a position where I may contribute my experience in entrepreneurship, customer service, and budget analysis to enhance client relations for the company as well as continually develop my skills in an atmosphere that fosters growth.

WORK HISTORY

Dec 2014 Houston Technology Center- JSC Campus, Houston, TX

to April 2015 Administrative Services Manager

(Provide Administrative support to the Managing Director, HTC staff, and clients)

Manage calendar and coordinate the activities of professional staff located onsite at the Houston Technology Center’s (HTC) campus at the Johnson Space Center.

Coordinate meetings, events, appointments and act as liaison to administrative services department at the HTC’s Midtown headquarters

Arrange for catering for in-house meetings and community events

Event planning and preparation for outreach activities

Multi-tasking between various projects

Provide support to all levels of staff such as directors/managers/departments

Document and data management

Independently organize and manage administrative projects

Manage office at JSC Campus

Arrange for visitor badging and onsite meetings at JSC

Processing of applications for client programs

Nov 2012 Kelly Services, Houston, TX

to May 2014 Contract Administrative Assistant

(Provide Contract Administration support to the Contract Manager at Dow Engineering during Joint Venture between Dow Engineering and Saudi Aramco/ Sadara Project)

Support in administration of the contract, from personnel on-boarding, records keeping, invoice data validation, providing backup information to support invoices, etc.

Prepare and submit proposals for engineering projects

Provide cost/ cash-flow analysis related to contract language in contract development

Develop work processes and templates required for client contracts

Compile data on the company’s operation and assembling quarterly and annual reports on performance by contract and company overall

Provide monthly status reports for existing contracts and provide updates to DOW management on contract performance versus expectations

Maintain databases in Access and Excel

Aug 2012 Nabors Industries, Houston, TX

to Nov 2012 Executive Assistant

(Provide administrative support to Global Vice President of Human Resources at an Oil/Gas/Drilling company)

Answer phones and direct all incoming calls to appropriate party promptly and efficiently

Manage executive calendar and schedule, requiring interaction with both internal and external executives and assistants, as well as consultants, to coordinate a variety of complex executive meetings

Arrange travel schedule and reservations for executive management as needed

Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheets, databases, or presentation software

Process Expense Reports in Oracle

File and retrieve confidential documents, records, and reports

Open, sort, and distribute incoming correspondence, including faxes and email

Prioritize and manage multiple projects simultaneously, and follow through on issues in a timely manner

Apr 2012 Nabors Industries, Houston, TX

to Aug 2012 Floater Administrative Assistant

(Provide administrative support to various departments within an Oil/Gas/Drilling company such as Human Resources, Purchasing, Office Services, Legal, Investor Relations, etc. Also provide support to high level executives including the CEO. Support provided often varies as it is based on current need of the department)

Occasionally fill in for receptionists which involves placing, receiving and routing a high volume of calls through an electric switchboard along with receiving and directing visitors

Interact with all levels of company personnel including internal/external associates

Process Invoices and Expense Reports

Data Entry

Word Processing

Contribute to team effort by assisting with special projects as needed.

Nov 2008 DJ Inspections, LLC, Houston, TX

to June 2012 Office Manager/Project Coordinator/Co-owner

(Provide maintenance services on high volume foreclosed homes throughout the Houston and Galveston area for clients such as Fannie Mae, Bank of America, Litton Loan Servicing, etc.)

Manage 4 crews who perform services such as lawn and landscaping, cleaning, debris hauling,

home rehab, etc.

Assign work orders and route jobs to crews based on distance and efficiency

Submit detailed reports and statuses daily through online database

Oversee and schedule workload to meet strict deadlines

Negotiate pricing with clients

Perform Quality Control on jobs to ensure clients’ requirements and standards are being met

Perform inspections throughout Harris/Galveston/Brazoria counties

Book-keeping including A/P, A/R, and Payroll

Perform HR functions such as recruiting, interviewing, hiring, and evaluating employees

Feb 2008 All Around Fitness, LLC, Houston, TX

to Oct 2008 Office Administrator/Co-owner

(Fitness center- -personal training, sales, marketing, data entry, budget analysis, and taught exercise classes such as Pilates and Kickboxing)

Design detailed and effective workout plans for clients

Empower clients through one-on-one teaching, motivation, and guidance

Lead my students in reaching their maximum potential in a fun and energetic atmosphere (fitness classes)

Implement marketing strategies to promote gym memberships and personal training

Successfully sell memberships and personal training packages

Analyze data to create forecasts, trends, and targets for the budget

Implement innovative plans for member retention on a continual basis

Maintain database for client accounts

Train staff on front desk procedures

Aug 2000 NASA Johnson Space Center, Houston, TX

to Jan 2008 Program Analyst

(Analyst and advisor to management in the CFO office by using evaluative methods and techniques for assessing program development or execution, and improving organizational efficiency. Provide support to the Center Operations Directorate and the International Space Station)

Closely monitor budget expenditures

Present to upper management cost requirements, costs/obligations data reporting, threats, and analysis in Monthly Cost Status Reviews

Formulate monthly phased operating plan in NASA Costing System IBOT

Track and enter costs in the system from Contractor 533’s in SAP and Business Warehouse

Initiate and track funding actions

Identify, justify, and defend content decisions

Maintain data such as actuals, roll-thru, and forecasts in Excel spreadsheets

Support technical managers and engineers with special projects such as providing detailed reports, spreadsheets with data, Power Point charts, etc.

Manage office budgets at various line item levels including projects related to facility operations, transportation and logistics, service agreements, shuttle and flight hardware, manpower, shuttle launches, etc.

Work closely with Procurement to ensure proper funding is issued on PO’s and assist with obligation/de-obligation of funds

Sept 1999 Dynegy Midstream Services, Inc. Houston, TX

to July 2000 Customer Service Representative

(Provide customer service for an Energy Trading, Oil and Gas Company)

Answer inbound calls on the customer service hotline

Handle customer requests such as providing reports, various account inquiries, or referrals to the appropriate contact

Provide administrative and clerical support to management and analysts

EDUCATION

Sept. 1994 B.S. Degree – Double Major in Psychology and Human Services

to Dec. 1998 University of Houston- Houston, TX

(While in school, completed internships in local family violence shelters, Communities in Schools, and Family Outreach. Provided client advocacy and hotline support)

Graduated with a 3.8 GPA

Served as Historian to Psi Chi Psychology Honors Association at UHCL

SOFTWARE/SYSTEM SKILLS

Proficient in Microsoft Word, Excel, Outlook

SAP

Power Point

Business Warehouse (NASA costing system)

CERTIFICATIONS/ AWARDS

Emerald Award – given by Dow Contracts Manager for efforts in processing RUSH PAF’s

Certified Life Coach – Destiny Coaching Academy

References available upon request.

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