Customer Service Manager

Laura Ferranti

*** ******** ***** ***.

Las Vegas, NV 89183

Cell: 480-***-****

Objective:

Seeking a position within a company, and becoming a valuable asset to that company, whose business success is predicated on respect for, and attention to, all of its business partners, customers, employees and community. Skills:

Numerous years of progressive positions in administration and management. Stellar communication and customer service skills. Ambitious personal commitment and career allegiance. Employment History:

Haines & Krieger, LLC, Las Vegas NV

Operations Manager

4/2011 - Present

Embraced position in an entrepreneurial manner, performing with minimal supervision. Analyzed and systematically reorganized staff, including attorneys ensuring cohesive and efficient operations. Developed management teams; instilled comradery among these teams, shifting the culture into a thriving environment. Overall management of two office locations; particularly those relating to development, procedures, streamlining practices and systems.

Ensured delivery of superior customer service to clients culminating an all-time high customer-satisfaction rating. Strategically and seamlessly replaced support vendors with dynamic support business partners, building strong, valuable and right fit relations.

Designed transparent financial structure that ultimately controlled the course of the firm, steadily increased revenue by 2 million annually.

In-housed servicing process and marketing mailings, whereby reducing costs and saving jobs in a downturn economy. Liaison for all marketing efforts including, television, radio and paper ads, observing all deadlines ensuring quality of final marketing products and venues.

Managed both facilities, including renovations, improvements and design. Developed and implemented client seminars to better serve of customer needs, thus continually improving the firm’s reputation. Managed staff of 98.

Advanced Digital Communications Tewksbury MA

Office Manager

Human Resource Administrator

Payroll Administrator

9/2007 – 3/2009

Developed and maintain employee related databases and systems. Accountable for providing all HR related benefit services to staff. Complied with all existing governmental, labor, legal and government reporting requirements. Executed administration of benefits and compensation programs. Responsible for processing all aspects of Payroll for multi-state employees. Oversaw the records, repair and maintenance operations of all company trucks. Managed staff of 86.

Nicholas Homes Scottsdale AZ

Construction Coordinator

Plans Administrator

12/2004 – 5/2007

Submission and tracking of community plans to various municipalities for review and approval. Oversaw model complex development and construction coordination. Interacted and corresponded with various municipalities regarding community setups. Responsible for obtaining and monitoring of plot plans, building permits and dust control permits. Worked closely with engineering firms to create community lot fit analysis. Prepared and processed start orders/change orders for issuance to subcontractors. Maintained and reported on construction build schedules for all communities. Acted as liaison between field superintendents, sales associates and contractors with inquiries, concerns or research. Entry and accuracy of all bids, redlines and contract files into systems. Maintained all options, subdivisions and contractor databases. Assisted Purchasing Agent and VP of Purchasing in purchasing reports and information flow. Ensured contractor compliance for insurance.

Responsible for creating hard cost and lumber variance reports on monthly basis. Prepared and maintained contract files, changes to contracts and contractor model subcontract downloads. Updated and distribution of sales pricing.

Assisted Purchasing Manager in managing rebate files and tracking to ensure proper payments of rebates. Maintained start-up budgets for each community.

Generated purchase orders for all construction invoices and managed the start-up budgets. Amberwood Homes Mesa AZ

Purchasing Assistant

Plan Review

Closing Coordinator

1/ 2002 - 12/ 2004

Assisted Vice President of Construction with day to day duties and responsibilities. Responsible for all areas of bidding including reading and understanding blueprints. Created and maintained direct budgets for prospective projects. Prepared and distributed plans for specifications and bid purposes. Recruited vendors, including pre-screening, interviewing, analyzing, negotiating and awarding contracts. Scheduling, construction according to timeline of build plan. Regularly audited files and contracts to ensure the highest quality and minimize errors. Initiated procedures and flowcharts to encourage communication between departments to maximize efficient production. Conducted plan reviews and color selections with homebuyers. Processed all contracts, addendum’s and change orders. Worked directly with home buyer through all phases of planning, construction including coordination with lenders, appraisers and title companies to ensure timely closings on loans. Acumen, Inc Gilbert AZ

Fleet Manager

Payroll Processor

Professional Trainer (Optimum Fitness)

1/ 1995 - 12/ 2001

Responsible for all purchasing and disbursing of company vehicles for nationwide programs. Designed policies and procedures for maintenance, tracking registrations renewals and maintaining records of inventory. Traveled quarterly statewide and nationwide conducting inspections. Obtained quotes and coordinated installation of special needs equipment on fleet vehicles. Trained employees on proper usage of special needs equipment. Responsible for processing all payrolls for multi-state employees. Including, verifications, adjustments, garnishments, Federal and State levies, cutting checks and posting to general ledger. Maintained corporate payroll and personnel files, employment verifications company-wide. Facilitated new hire orientation and recruitment efforts including, ad development, applicants pre-screening and interviewing. Worked under high degree of confidentiality.

Optimum Fitness- a division of Acumen, Inc Gilbert AZ Professional Trainer

Department Head, responsible for all development, implementation, administration and all functions of training programs. Obtained contracts with the State of Arizona working directly with and designing programs for developmentally disabled clients. Recruited hundreds-client base, managed staff of two. Personal and professional references upon request.

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