Customer Service Representative

SUMMARY

Operations and Officer Manager with nine years experience in strategic planning, business expansion, marketing, budgeting, contract negotiations, vendor relations, and public & press relations. Extremely successful in developing cost-cutting initiatives and successful marketing campaigns.

PROFESSIONAL EXPERIENCE

Administrative Assistant

Coldwell Banker HPW, Goldsboro, NC

2015 – 2017

Acted as Assistant Manager – managed day-to-day operations of 24-agent real estate office

Coordinated all branch office accounting, human resources, and marketing actions with corporate

Transitioned company from antiquated billboard and print advertising; designed modern digital and social media campaigns – saved branch $20k annually while reaching more potential clients

Constantly strived for no-cost improvements; integrated AppleTVs with multiple existing systems to run presentations simultaneously during events and in lobby at no additional cost to company

Advanced company’s non-profit; led multiple large donation efforts by getting extensive press coverage – provided 2,500 turkeys to local military families and families in need

Executive Officer

Rocky Mount Area Assoc. of Realtors

2013 – 2015

Managed both 180 member Realtor® association and 225 member Multiple Listing Service (MLS)

Led 8-person strategic planning group; developed 3-year strategic plan approved as-is by National Association of REALTORS® (NAR) – excellent plan earned Association a $2,500 grant

Developed annual $500k association and $250k MLS budgets – kept operating costs under budget

Streamlined member service programs including: new member orientation, leadership training, opening a retail store, communication systems, and educational opportunities

Attended city and Chamber of Commerce functions, was a member of Chamber of Commerce’s Young Professionals, and sat on the Carolina Gateway Partnership Economic Development Council

Customer Service Representative

Emerald Coast Assoc. of Realtors

2012 – 2013

Negotiated 4 major support contracts with 19 vendors – locked in 5-year contracts totaling over $155k supporting 3,500 square miles of association territory

Managed maintenance for 3 buildings and reinvigorated on-site retail store – 500% profit increase

Accounts Receivables/Customer Care

Magna Manufacturing

2009 – 2011

Implemented policy to halt shipments until payments made – collected all past due payments for 85% of past due clients slashing risk of non-payment and saving the company over $1 million/year

Created all of the company’s marketing books and brochures along with all sales presentations

Corrected 10 years of poorly maintained records then created predictive sales models to act upon

Identified $45k in fraudulent commissions; returned funds to company and prevented future fraud

Account Administrator

Transaction One Credit Processing Co

2007 – 2008

Operations Liaison/Admin Support

Wachovia Securities

2006 – 2007

Managed over 500 accounts for 3 financial advisors – scheduled and produced correspondence

Expanded operations to remote branch – handled all deposits & correspondence from new branch

Emergency Actions Controller

United States Air Force &

Alaskan Air National Guard

1998 – 2005

Honorable Discharge

Led teams implementing lock-down & safety protocols for Eielson Air Force Base during 9/11 along with 6 aircraft crashes and hundreds of in-flight emergencies, fires, and weather evacuations

Worked directly for base commander – advised senior staff during crisis situations

EDUCATION

M.B.A. in Operations Management – 2009

B.A. in Business Administration & Marketing – 2005

American Intercontinental University

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