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Support Customer Service

Hyattsville, Maryland, United States
January 16, 2017

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Andrew J. Hicks

Brentwood, maryland

(240)-***-**** *

National Support Group Associate, Pulmonary Hypertension Association (PHA) 4/2015 – 12/2016

Creation and organization of high volume mini grant application approvals and files.

Tracking of Support Group Central Fund grants with Raiser’s Edge and Financial Edge, management of a $250K fund over 300 grants in 2016 with accountability to the penny.

Responsible for out of state event planning for Support Group members, providing resources and newly diagnosed patient to patient connections.

Developed and cultivated strong relationships with PH Patients and caregivers throughout the 300+ nationwide support group network.

Creation of Support Group Central Fund Party Pack mailing standards and practices, including the physical mailing of over 120 Party Packs to support group leaders across the country.

Running a monthly, recorded, nationwide webinar for support group leader training.

Growing of Support Group Central Funded meetings by 30%

Administrative Consultant, PHA 1/2015 – 4/2015

Provided administrative support and data entry for Pulmonary Hypertension Centers of Care (PHCC) site visits.

Maintained and processed PHCC applications on the PHCC Online Application Portal.

Create transportation and travel guides for four PHCC site visits.

Support Group Volunteer, PHA 12/2014 – 2/2015

Conducted telephone interviews with support group leaders across the country to increase the number of surveys for the 2014 Support Group Leader Census.

Followed up with leaders through email correspondence to ensure their access to, and participation in, the Census.

Increased participation in Support Group Leader Census by 9 responses, representing a growth of 6% of total responses collected.

Created and managed an excel spreadsheet of Support Group Leaders and their level of involvement in PHA Support Group events, including two Conference trainings.

Office Manager/Project Supervisor, E.O.R. Inc. DBA Rusdal Construction 9/2010 - 1/2014

Supervised the organizational operation; this meant being responsible for complete operational organization, efficiency, and accountability of all internal office functions.

Served as the point of contact for all customer, vendor, sub-contractor, and in house trade relations.

Created and executed a business development plan for the company.

Completed project management, from the feasibility study stage through permitting, budgeting, purchasing, scheduling, job costing, and punch walks.

Management of all field operations, responsible for project budgets and deadlines being met, and or exceeded while maintaining safe, efficient job sites producing the highest quality finished products, and ensuring profitability.

Partner/Operator, Comfort Home Construction 6/2008 - 8/2010

Operated, in its entirety, a small general contracting company. This company was primarily focused on small to medium sized remodel projects. I managed the crews, complete job organization, and documentation from acceptance through to completion.

Ensured profitability by minimizing expense while maximizing operational efficiencies.

Delivery and Installation Tech, Spokane Restaurant Equipment 2/2006 - 4/2008

Delivered and provided efficient installation of commercial restaurant equipment, such as walk in freezer-refrigerators;

Coordinated complete kitchen installation in restaurants and schools.

Sales Associate, UPS Store #0485 2/2004 - 1/2005

Coordinated packaging, shipping and receiving of UPS packages.

Managed high volume copy and print projects.

Served as cashier and accountant for two tills.

Managed the opening and closing of store.

Provided highest level of customer service and care.


Spokane Community College 3/2006 - 4/2008 Business Management

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