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Customer Service Manager

Antioch, California, United States
25.00 an hoir
April 20, 2017

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Dana Adams

**** **** *****, ******* ** *****

Home: 925-***-****

Cell: 925-***-****

Professional Summary

Accomplished Executive Administrative Professional with a proven track record of achieving project results. Author executive correspondence and reports, deliver web and print communication. Build cross- functional relationships and teams and developed comprehensive analysis and reports for presentation to executive management. Strong ability to complete projects in a timely manner, generate ideas, meet expectations and provide staff support and training. Excel in conducting research to ensure accurate information is communicated. Energetic and goal-oriented with an impressive performance record and a well-rounded background in optimizing internal support performance. Currently seeking a position as an Administrative Analyst with a well-established company, where I get to use my skills and abilities for problem solving, and effective output to ensure the smooth functioning of every department.

Proven Competencies Include:

Microsoft Office proficiency

Excel, Word, PowerPoint expert

Meticulous attention to detail

Time management

Advanced MS Office knowledge

Dedicated team player

Strong interpersonal skills

Report development

Legal administrative support

Detailed meeting minutes and Agenda’s

Calendar/Schedule management

Strong organizational skills

Seasoned in conflict resolution

Sharp problem solver

Energetic work attitude

Large cash/check deposit expert

Event preparation and planning



Spreadsheet development

Report analysis


Critical thinking


Functional requirements

Cost-benefit analysis

Travel and event coordination

Inventory control familiarity

Top sales performer

Telecommunication skills

Courteous demeanor

Telephone inquiries specialist


BART - 300 Lakeside Drive, Suite 1800, Oakland CA 94612

April 2016 to Jan 2017

Administrative Analyst (Office of Civil Rights)

Supported Workforce and Policy Compliance Officers in range of duties including the creation of a database to track all BART employee’s state mandated training. Generated and distributed monthly reports to department managers identifying employees out of compliance. Prepared quarterly reports for executive management.

Prepared the San Francisco Bay Area Rapid Transit Public Participation Plan for 2016.

Planned and executed several BART events including the Annual Food Drive, International Feast, The Asian Pacific American Heritage Celebration, and the Diversity Fair held at Lake Merritt.

Created Microsoft Access database to track and report Civil Rights Complaints back to 2009.

Analyzed, balanced and prepared the “GO Card” visa monthly statements summary and tracking reports, submitted all invoices the Accounts Payable Department.

Prepared the Department of Fair Employment and Housing Demographics Applicant Pool request for the Office of Civil Rights Department.

Prepared all class training packets for “New Hire” orientation, AB1825 & 2053, new Supervisor’s EEO, EEO and Diversity training, and EEO/Sexual Harassment Prevention.

Performed a variety of administrative and technical analytical support duties for the department.

CITY OF ANTIOCH - 4701 Lonetree Way, Antioch CA 94531

Nov 1995 – Dec 2013

Secretary III (Recreation Department)

Conducted sector specific research, prepared and analyzed monthly compliance reports. Composed and edited professional correspondence.

Interfaced directly with Operations Planning department to address specific issues associated with administering the agreements and contracts and to ensure compliance with all contract terms and requirements.

Streamlined operations and increased productivity by reengineering the registration process.

Exceedingly well organized; managing up to 30 employees.

Responsible for all administrative work; account receivables, account payables, general ledger, bi-weekly payroll and deposits.

Maintained records, reconciling monthly enrollee registrations and payments. Verified and set up purchase orders for billing and prepared invoices. Provided administrative support for government contract agencies.

Developed and published the quarterly City of Antioch’s Recreation Guide brochure which was mailed out to over 130,000 city residents. Promoting all recreation classes, activities and recreation sports leagues.

Created and maintained the City of Antioch’s recreation website for residents to enroll in classes and activities

Software Administrator for all recreation computer programs, such as, RecWare Safari, Page Maker, In-Design, and all Microsoft programs.

Set-up all employee’s profiles and established all fees and new activity numbers working directly with the City’s Information System Department.

Administrator for the City of Antioch’s Low Income Youth Scholarship programs, following all state guidelines and passed all state yearly audits.

Interfaced with County resource groups and State personnel to negotiate contracts for low-income residents through the Community Development Block Grant (CDBG) program.

Extensive communication with clients regarding their qualification status for the grant program.

Prepared all Park and Recreation Committee Agenda’s, including preparing the minutes from each monthly meeting.

Supervised all Clerical staff and assessed all employee performance in everyday activities, and performed employee quarterly performance reviews.

WESTBURNE SUPPLY, Pittsburg CA 94565

May 1995 – Nov 1995

Contract Bid Associate

Prepared, reviewed and analyzed bid proposals from Vendors. Managed bid date schedules and final decisions in each bid proposal. Tracked all phases to completion.

Gathered data in regard to business development processes by working with all Northern California Branch Managers.

BANK OF AMERICA NT & SA, Concord CA 94520

Feb 1979 – May 1995

Customer Service Manager/ Branch Operations Manager (Vice President)

Admirable experience in various bank operations, exceptional knowledge of administrative functions and deep knowledge of bank procedures and regulations.

Responsible for annual budget monitoring and forecasting and tracking to achieve planned results.

Received the distinguished award “Outstanding Vice President of Branch Bank Operations Zero Audit Findings”, becoming the first Customer Service Manager/Branch Operations Manager (Vice President) to ever receive the distinguished award with Bank of America NT & SA.

Supervised efficient working of all bank operations. Administered employee salaries and assessed all performance in everyday activities. Skills to make sound business decisions.

Maintained good working conditions and ensured optimal levels of customer service. Coordinated with various departments and provided feedback to all.

Analyzed processes and recommended ways to improve working and updating technologies.

Ensured all work in compliance to departmental policies and procedures. Supervised 50 or more employees and managed their weekly schedules.



Regional Occupational Program, Pittsburg CA

Business Courses/Office Careers with Computer applications


Diablo Valley College, Pleasant Hill CA

Associate of Arts college degree


Antioch Unified School District, Antioch CA

High School Diploma

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