Customer Service Administrative Assistant

PHONE : 925-***-**** • E-MA I L : SHEL I A_MASON2004@YAHOO . COM

SHELIA MASON

PROFESSIONAL EXPERTISE

Health and Wellness

Customer Relationship Management

Clerical Functions

Record Keeping

Data Processing

PROFESSIONAL EXPERIENCE

CHEVRON FITNESS CENTER, SAN RAMON CALIFORNIA 2006 – 2016 FITNESS SPECIALIST / GROUP EXERCISE INSTRUCTOR

Completed individual comprehensive fitness assessments and informed clients of results

Designed exercise programs specific to individual clients’ goals and abilities

Conducted educational ‘Functional Movement Exercise’ workshops to help clients of all ages and fitness levels improve health and wellbeing

Collaborated with Health/Productivity department of Chevron – as featured Fitness Trainer produce successful company ‘Stress Relief ’ video to improve the efficiency and effectiveness of 10-minute stretch breaks for all Chevron employees

Developed and led innovated Mind and Body group exercise class -‘Restore’- generating a 25% increase in company profits via membership sales

Maintained peak physical condition to better serve and motivate my clients

Led early morning motivational fitness walks as a bonus to dedicated clients

Awarded for consistently meeting and exceeding Personal Training Sales monthly quota of

$2500 – personally brought in $10,000 2013 – 2015

Awarded $250.00 performance bonus for individual achievement - Marketing and Promotion campaigns of company Health and Wellness programs 2 years running 2014 – 2015

Consistently received unsolicited positive feedback from exultant clients upon attaining their fitness goals

MEMBER SERVICES REPRESENTATIVE 2008 – 2016

Managed client/member relationship to ensure superb customer satisfaction at all times

Managed and responded to all phone and email queries in a polite and timely manner

Reviewed survey feedback to improve services, tools and support experience

Responsible to secure all client/member confidential data: Achieved written recognition in the company newsletter for exemplary work in reorganizing internal filing system that improved efficiency; shortening process time by 30%

Created account files, both paper and electronic documents, educated members on details and use, sort and classified content alphabetically and chronologically, converted documents to other formats as and when needed, maintained files precisely and professionally

Trained other staff members on procedures of new software system- MindBody- that substantially impacted company’s bottom line: Training ensured attention to detail and adherence to company policies

Improved customer experience, while helping clients realize return on investment

Created and implemented templates for recording staff meeting minutes – recorded, transcribed, and distributed to staff and management

Prepared and submitted weekly account reports to management in a precise timely manner

File Management

Performance Improvement

Event Planning

Persuasive Communication

Product Innovation

DIABLO VALLEY COLLEGE, SAN RAMON CALIFORNIA 2005 – 2006 ADMINISTRATIVE ASSISTANT/LIBRARY ASSISTANT

Worked as an assistant to the Office of the President ; helping to optimize office

operations

Supported the clerical work of Faculty and Administrators

Answered and screened telephone calls for the President of the College and Faculty

Greeted visitors and determined when/where they could meet with President and Faculty

Processed documents for the President, Faculty, Administrators, and Students

Distributed mail and student assignments and placed into correct faculty in-box

Filed, faxed, and made copies of documents: Made syllabus copies for faculty at start of semester

Created spreadsheets using Microsoft Excel to order/purchase office supplies while being careful to adhere to budget practices

Provided guidance to students as library assistant: Assisted special need students with computer queries, research skills, creative writing techniques, and communication skills SMALL BUSINESS OWNER, San Ramon, California 2002 – 2006 Auntie Shelia’s Weekend Cookies/Cakes

Specialty Pastry Service

NAVLET’S GARDEN CENTER, DANVILLE CALIFORNIA 1985 – 2001 STORE SUPERVISOR/CUSTOMER SERVICE REPRESENTATIVE/EVENT PLANNER

Managed workforce of 10 sales cashiers: Hired/interviewed, trained and initiated performance evaluations

Managed $40,000 in average daily cash/check transactions: Prepared daily deposits/balanced cash drawers for accuracy

Developed and implemented new cash handling policy for personnel that eliminated 99% of discrepancies

Responsible for opening and closing store operations, personnel scheduling/time card processing

Interacted with vendors to ascertain accuracy of completed purchase orders for supplies and inventory

Assisted customers, answered their questions, offered expert gardening advice

Established and maintained on-site company vegetable garden: Distributed garden harvest to low-income families/people

Designed Sales Promotion Displays and distributed marketing surveys with a 100% success rate as commended by management and company owner

Awarded by company’s owner; exclusive position as the company’s internal Event Planner and Baker: Planned/Organized company holiday parties/dinners, designed and baked cakes to adhere to the company’s Birthdays of the Month acknowledgements 1987 – 2000

Consistently awarded Employee of the Month entire employment tenure SPECIFIC SKILLS

Excellent Communication

Exceptional Customer Service: Patience and Listening

Problem Solving/Complaint Management

Interpersonal: Proven relationship builder

Resourceful Team Player: Excels at building trusting relationships with customers and colleagues

Diversity: Strengths in cultural sensitivity and an ability to build rapport with a diverse workforce in multicultural settings

Leadership: Goal Driven

Innovative and Strategic Thinking

Creative Developer

Meticulously Organized and Precise

Dependable and Trustworthy

MEMBERSHIPS AND CERTIFICATIONS

Aerobic and Fitness Association of America (AFAA)

Fitness Specialist/Group Exercise Certification 2005 – present

CPR/AED/First Aid Certified 2005 – present

Schwinn Cycling MPower Instructor Certification 2015 – present

EXOS Performance Specialist Certification 2015 – present

Workshops (CEU) “Silver Sneakers”, Mat Pilates, Hatha Yoga, Eccentrics (Mind/Body) 2006 - present

San Ramon Garden Association Board Member 2001 - 2006 COMMUNITY SERVICE, CONTRA COSTA REGIONAL MEDICAL CENTER, MARTINEZ CALIFORNIA Medical Records Administrator, Medical Memorial Hospital 2003 - 2004

Interviewed new mothers (ESL patients) to secure personal information for birth documents

Compiled and assembled patient data for submission to Medical Records

Assisted hospital staff with basic duties: Filing, data entry, mailing, stocking supplies

Assisted medical staff with room preparation

Served as greeter and escort for patients, visitors, and all other guests entering the hospital COMPUTER TRAINING

Microsoft Office Suite, Windows (10) Operating System, Data Entry EDUCATION

Colorado Christian University, Lakewood Colorado 2014 Clinical Psychology Coursework

Introduction to Developmental Psychology

English Composition

Adult Studies

Diablo Valley College, Pleasant Hill California

Associate in Science: Fitness Instruction/Personal Training 2005 Relevant Couse Work: Introduction to Management Studies, Business Communications, Customer Service Skills, Small Business Management 2003

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