Customer Service Management
Resume:
Shirley Miranda
*** ********* **, *********** ** 18360
***.**************@*****.***
Summary
I am a hard working individual with excellent motivation and energy. I can relate well and communicate with others in my work environment in order to enhance my job effectiveness. In addition, I learn quickly and can easily apply well-developed skills and experience for your companies benefit.
Highlights
Experience
Sanofi Pasteur August 2011 to Current
Project Coordinator / Administrator
Swiftwater, PA
Managed Email/Calendar for all Management and Engineers
Managed Travel and Expense for all Management and Engineers
Budget/Cost Management Responsible for on-boarding of all new employees on the project
Submitted Purchase Requisitions and Purchase Orders for Director
Ordered all supplies needed for Management and Engineers
Meetings coordination and management Communication with management and monthly reporting
Supporting Executive level management
Demonstrates flexibility in the face of change
Projects a positive demeanor regardless of changes in working conditions
Shows the ability to manage multiple conflicting priorities without loss of composure
Determines the appropriate allocation of time
Effectively manages the workspace (i.e. keeps a clean and organized
office, appropriately handles all paperwork, maintains control over the physical environment, etc.)
Balances conflicting priorities in order to manage workflow, ensuring the completion of essential projects, and meet critical deadlines
Proactive Anticipation of Needs
Demonstrates the ability to foresee problems and prevent them by taking action
Utilizes analytical skills and a broad understanding of the business to effectively interpret needs
Understands that the most important aspect of communication is the act of listening and actively works to improve those skills
Speaks with confidence using clear, concise sentences and is easily understood
Produces well thought-out, professional correspondence free of grammatical and spelling errors
Uses high quality, professional oral and written skills (as described above) to project a positive image of the business
Interacts professionally with clients and associates at all times
Promptly responds to requests with accuracy and a courteous demeanor
Demonstrates an awareness of fundamental business principles as well as an understanding of the overall industry in which the business operates
Works as a competent member of the team, willingly providing backup support for coworkers when appropriate and actively supporting group goals
Displays proficiency using standard office equipment such as a computer, fax, photocopier, scanner, etc.
Demonstrates advanced proficiency by quickly adapting to new technology and easily acquiring new technical skills
Exhibits sound judgment and the ability to make reasonable decisions in the absence of direction
Swiftly refers problems/issues to the appropriate person(s) when necessary
Works effectively without constant and direct supervision or guidance
Working with MS Office (Word, Excel, PowerPoint, Visio, Tririga, SAP, Edoc, NEXT, Catalyst, Bluebeam Vu, and Outlook) Preparing PowerPoint presentations.
Kids Crave Kick
Executive Office Manager January 2010 to August 2011
New York, NY
Charged with handling all administration duties of a newly formed non-profit organization
Responsible for administering research related to incorporating procedures to establish chapters in five states
Work closely with president and executive director in identifying and applying for new grants/sponsorships
Liaise with board members regarding their contributions, and keep them apprised of relevant activities
Set up procedures and documents for RFP's, marketing material, and board meeting updates.
The Manhattan Club April 2006 to October 2009
Member Service Specialist
East Stroudsburg, PA
Worked with timeshare owners on a daily basis, handling concerns regarding their time allotments, dues, maintenance, and billing related issues; including proper follow-up to ensure resolution
Initiated customer service surveys and feedback analysis programs to improve overall member satisfaction
Handled all general inquiries and customer service concerns, meeting and exceeding expectations
Heavy use of Microsoft Word, Excel and Outlook for daily business activities and customer care relations
Consistently updated management and key staff on organizational procedures and concerns that affected customer comfort, resulting in improved customer satisfaction and operational efficiencies
Assisted with some facets of operations, including maintenance concerns, and vendor relations
Managed and improved waitlist handling for overbooked dates, aiding in retaining more business Liaised with all departments and onsite property staff as necessary, ensuring the upmost in customer care
Substitute for Lead/Supervisor as needed.
Personal Touch Cleaning, Inc January 2001 to May 2006
Office Manager
Reeders, PA
Worked closely with company president, handling business administration and confidential business matters
Oversaw employee records management including payroll and human resources affairs
Interacted daily with clients; handled order confirmations, changes/updates, and general customer service Responsible for vendor relations and purchasing of equipment and supplies
Participated in accounting functions, such as billing, sales/commissions reports, budget and tally of quarterly and annual expenses for tax purposes
Coordinated and administered daily appointment schedule and organized travel arrangements.
PBM/CMSI, Inc March 1999 to April 2001
Administrative Assistant
New York, NY
Supported president and two vice presidents with administrative functions for the handling of major corporate and retail cleaning and building maintenance accounts
Assisted with various business logistics; including the handling of purchase requisitions, scheduling of staff to ensure uninterrupted account service, and supply orders
Daily administration included assisting with HR/Payroll functions in support of a staff of 500 employees
Maintained all executive calendars and sensitive documents pertaining to new and existing business developments
Performed all monthly/quarterly financial reporting, capital tracking, project budgeting, and billing reconciliations.
Napli, Kaiser & Associates February 1996 to January 1998
Paralegal
Supported eight attorneys with case management, new client intake and heavy legal document processing, including filing Summons and Complaints, Note of Issue, and administering retainer and referral documents.
Actively up kept calendar and case files on a timely basis, keeping attorneys and clients apprised with updates.
Education
North Hampton Community College Present
Business Management/Criminal Justice
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