Customer Service Administrative Assistant

Cori Puma

**** *** ****, *** ****** Creek, CA ***97 925-***-**** ****.****@*****.***

Profile

Strong problem solving skills

Solid attention to detail

Event Management

Good interpersonal skills

Resource Management

Quality Assurance

Professional Experience

WELLS FARGO BUSINESS PAYROLL SERVICES – Walnut Creek, California

Call Center Planning Analyst, Resource Management (2014 – Present)

Produced daily reports on call statistics, adherence, availability, log-Ins and lunch breaks

Analyzed schedule that tracked all call volume and reviewed historical trend data and determined level of daily activity to achieve service level goals

Managed scheduling, shift assignments, meetings, trainings, overtime and reporting for Business Payroll Services site locations in Walnut Creek, Bloomington, Manila and Senior Management

Facilitated and managed annual PTO bid

Established new employees in CMS, Blue Pumpkin, Genesys Configuration Manager and Softphone. Instructed management on usage

Reviewed schedule adjustment requests for daily absences, system outages, and Aux 5 requests

Operations Analyst, Executive Office (2006 – 2013)

Managed reporting and distribution of customer satisfaction surveys

Implemented queries for Business Payroll Group

Handled inactive clients and terminations

Administrative Assistant & Sales Support (2004 – 2006)

Organized and Executed move from Concord to Walnut Creek office

Administrative support for Walnut Creek office and Sales Support for over 100 sales representatives across United States

UNITED STATES MERCHANT MARINE ACADEMY, ALUMNI FOUNDATION, INC. – Kings Point, New York

Special Events Manager (2000 - 2003)

Managed the Reunion Class Gift Campaign for 12 reunion classes

Raised $2,699,000 in 2001 and $3,794,000 in 2002 for campaign

Organized and planned on-site management events, facility naming ceremonies, and receptions at Admiral’s Quarters for prestigious group of benefactors, Superintendent’s Council members

Designed and produced 32 page spread of the Kings Pointer magazine called, The Annual donor report

NEWSWEEK MAGAZINE – New York, New York

Senior Events Assistant, External Relations & Marketing (1994 – 1999)

Managed Newsweek editorial and sporting events throughout the year

Arranged travel and interacted extensively with news correspondents Eleanor Clift, John Alter, and George Will, among others

Key player in organizing three-week Newsweek-sponsored professional tennis tournament,

Champions Cup, for 350 advertising clients

BURGER KING CORPORATION – Melville, NY

Assistant to Marketing Director (1992 – 1994)

technical skills

Genesys Configuration Manager

Avaya CMS Supervisor

Blue Pumpkin

Oracle Enterprise Performance

Evolution

Softphone

POS Evolve

EyeQueue

Raiser’s Edge

Microsoft Word

Microsoft Excel

Microsoft Windows

Microsoft Outlook

Microsoft PowerPoint

Adobe Acrobat Writer

Visio

Education

ROGER WILLIAMS UNIVERSITY – Bristol, Rhode Island

Bachelor of Science, Business Administration

Founder/Co-President, RWU Alumni Association, California Chapters (2015 - Present)

Recruit new members from existing CA alumni

Organize local alumni events

Maintain and update chapter's Facebook page

Act as liaison between local alumni and the University

Key Member, Reunion Committee (2014)

Assisted in planning and execution of reunion weekend events

Recruited reunion attendees from amongst fellow classmates

Awards

ROGER WILLIAMS UNIVERSITY – Bristol, Rhode Island

The 2012 Alumni Class Leadership Award

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