Executive Assistant Customer Service

Introduction:

My background as a customer service expert for over 25+ years with a concurrent specialization as an executive assistant in finance for 13 has enabled me to develop extensive experience and skills set in such areas coordinating multiple coinciding projects, communicating both verbally and through written/electronic correspondence, partnering with internal and external departments to ensure all goals are meet, proven organization, planning and prioritization skills, and, proactively staying updated and learning software applications to keep myself and my team up to date.

Notable Achievement:

Achieved every quarterly Star Gala since hiring for achieving excellent customer satisfaction surveys and leader nominated for working with new cast members.

Received nine Four Key Cards, which are cast member given, within 1 year of employment for immortalizing the Four Keys (safety, courtesy, show, and efficiency) of Walt Disney Company.

Earned Own the Moment for maintaining the magic for guests.

Received a personal note from Senior Vice President of Worldwide Travel Operations for Disney Destinations, LLC for outstanding tailored service to guests.

Performed crisis management when Work at Home system stopped functioning and cast members were unable to communicate with Disney Reservation Center. Centralized a line communication with all cast members to keep everyone updated while a cast member interacted with Disney Reservation Center to resolve the challenge.

Formed and maintained virtual/paper office system for copying, printing, scanning, faxing, mail log, transaction blotter, check-certificate blotter, advertisement blotter, filing, and telecommunications while meeting Broker Dealer compliance requirements.

Synchronized two offices to run as one by formulation of standardized office procedure and practices for all areas of the offices from hardware, software, external/internal correspondence, and managing of employees.

Project Manager for development and continuous administration of the client management system.

Researched and migrated twice to new broker dealer and general agency with 100% client retention.

Leader of 33 customer service representatives designed and implemented training programs and ongoing mentorship for 11 specialty representatives.

EXPERIENCE:

The Walt Disney Company Lake Buena Vista, FL 04/14-Present

eCommerce Sales & Service Agent

•Acts as an intermediary for domestic guests, international guests, and travel agents between other cast members and/or outside communities using data and network resources such as multiple live chat windows (instant message), e-mail, and phone.

•Establishes rapport and maintains strong interactions with domestic guests, international guests, travel agents, and cast members with an emphasis on sales and technology support while maintaining productivity goals, quality, confidentiality, and guest service standards.

•Acts as a role model to new cast members coming into community and mentor to existing cast members across many different communities within Walt Disney Company.

•Performed crisis management for Work at Home cast members when Work at Home system stopped functioning and cast members were unable to communicate with Disney Reservation Center. Centralized a line of communication with all cast members to keep everyone updated while having a cast member communicate with Leadership to resolve the challenge.

KB Financial Partners Point Pleasant Beach, NJ 08/12–07/13

Office Manager/Executive Assistant

Executive Assistant to owner and his businesses of political lobbying, financial investment, marina management, and real-estate management.

Managed multiple levels of management and support staff.

Cultivated strong connections with prospective/existing clients, wholesalers, third party administrators, plan administrators, and participants while acting as a liaison with internal and external areas.

Responsible for internal and external communications, appointment setting, and safeguarding that paperwork was completed and executed correctly.

Administered the standardization of office procedures to synchronize two offices to run as one while meeting broker dealer's compliance requirements.

Valic Jacksonville, FL 08/11-01/12

Executive Assistant

Established and preserved strong networks with highly demanding plan administrators, plan participants, and doctors in person and by phone.

Managed and maintained schedule with special attention to appointment setting.

Reviewed paperwork to ensure it was completed and executed correctly.

Greeted visitors and determined their access to specific financial advisors.

Read and analyzed incoming memos, submissions, mail, and reports to determine their significance and plan their distribution.

New Century Investor Services Cranbury, NJ 08/07–12/10

Office Manager/Executive Assistant

Executive Assistant to owner who had an active book of business and was the officer of supervisory jurisdiction over the office.

Executive Assistant to lead financial planner and his tax practice.

Managed an office of eight onsite and telecommuting Financial Planners.

Aided with client sales by developing sales ideas, meeting with clients and wholesalers while building, and maintaining relationship with both.

Developed concept, theme, and engineering of virtual/paper business cards, letterhead, email signatures, proposals, brochures, and mission statement while meeting Broker Dealer compliance requirements.

Developed sales representative training by collaborating with wholesalers to develop continuing education meeting and motivational sales idea gatherings.

Implemented and coordinated successful client appreciation events by networking with wholesalers and local businesses.

Formed and maintained virtual/paper office system for copying, printing, scanning, faxing, mail log, transaction blotter, check-certificate blotter, advertisement blotter, filing, and telecommunications while meeting Broker Dealer compliance requirements.

Handled daily office tasks such as, but not limited to, answering phones, supply ordering, processing of daily paperwork, appointment setting, meeting preparation, greeting visitors, meeting with clients, light bookkeeping, and managing of accounts payable/receivable.

In charge of special projects: discovered and transferred to new broker/dealer and general agency with 100% client retention; researched and updated cost basis information for entire office for successful tax season; located, migrated, and organized to a client management system with 100% office buy-in; identified a larger less expensive office space, negotiated lease, and the sale of existing office furniture and purchase of new furniture to better accommodate new space.

New Century Planning Freehold, NJ 10/03–8/07

Office Manager/Executive Assistant

Executive Assistant to owner who was the firm’s economist and an active sales representative.

Managed an office of six onsite and offsite Financial Planners and College Planning professionals.

Assisted in client sales by meeting with clients, wholesalers, designing proposals, and ensuring paperwork was completed and executed correctly.

Responsible for design, standardization, and maintenance of internal and external communications and appointment setting.

Acted as arbitrator between client, planners, and external/internal companies.

Generated and implemented cost efficiency plan for overspending issue of the office.

Instituted and managed weekly office meeting.

Created an efficient and effective work stream by forming a centralized virtual global phone book and mail log; instituted a filing and archiving systems that encompassed current prospects, unresponsive leads, dated client records, active clients, research material, current events articles, and statements.

Prudential Retirement Services Iselin, NJ 03/00-10/03

Senior Account Executive

Established a relationship, and maintained strong affiliations with highly demanding plan administrators, financial advisors, and participants.

Supported plan administrators and financial advisors with benefit, legal, and compliance counseling, asset retention, plan design, contribution calculations, 401(k) discrimination testing and IRS form 5500.

Developed, coordinated, and implemented client meetings by developing necessary presentations.

Acted as relationship manager between plan administrators, financial advisors, and internal areas.

Identified, implemented, and enforced new approaches to increase efficiency and enhance client participation for the plan administrators and financial advisors.

Operated as Internet Coordinator for plan administrators, financial advisors, and co-workers.

Researched problem cases and applied analytical skills to recommend and resolve action.

COMPUTER SKILLS:

Microsoft Office Suite including (Microsoft Word, Excel, PowerPoint, Outlook Microsoft )Lync

Lotus Notes and Mozilla Thunderbird

Cisco Web Ex and Web Ex Go To Meeting

Ebix/Smartoffice Client Management System

Quick Books

Disneyworld.com, DisneyLand.com, My Disney Experience, Cast Application, Blue Tool, Kana, Live Chat, V.I.N.C.E.N.T, and Á La Carte

Taking classes in SAP

EDUCATION:

A.A.S. in Business with a concentration in Marketing from Brookdale Community College, Lincroft, NJ.

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