Jacqueline Musco

631-***-**** ad0hrn@r.postjobfree.com

Profile

Over 20 years of customer service experience. Ability to work in a fast-paced environment while providing clients personalized attention. I am seeking a position where I can showcase my extensive client management skills and industry knowledge to drive exceptional client satisfaction and foster long-lasting relationships, thereby ensuring the continued success and growth of the organization. Experience

HEAD OF ADMISSIONS AND FAMILY RELATIONS SAIL CARIBBEAN DEC 2012-SEPT 2023

· Responsible for assisting guardians through the enrollment process including troubleshooting application issues; explaining paperwork procedures and making sure forms are completed properly and timely; easing families’ concerns as they arise; sending out daily reminders for outstanding paperwork and monies owed; updating paperwork for new season, if applicable; work with outside agencies to ensure that students received the certifications they participated in; organize boat plans and secure students are properly placed together.

· Assist sales and marketing team by nourishing leads to encourage enrollment; guide families to the program that is right for their child; primarily responsible for updating the backend of our website and CRM system; scheduling visits to camp fairs including securing a representative and getting them the required materials needed; met bi-monthly with web marketing and social media team for reporting of our monthly goals; research school end/start dates to propose program calendar for the following season; help design and organize yearly brochure.

· Work with accountant and bookkeeper to keep up-to-date on receivables including daily financial transaction reports and breakdowns; monthly insurance reporting and making sure premiums are paid on time; work with outside consultants to pay out their commission; ensure that all funds from families are received in a timely manner and no receivables are outstanding; reconcile monthly bills and present to the bookkeeper for payment.

· Responsible for keeping insurance policies current and premiums paid on time; report monthly to outside trip insurance agency to alert them who has purchased a policy; stay current with trip insurance regulations; complete trip insurance claim forms as parents submit.

· Oversee seasonal office staff: train for the season; keep up daily communication via email, Skype and phone; guide through various processes to see to it they are done correctly and thoroughly; be the link between our international staff and our NY office staff; report parent/kid issues, weather, incidents, medical issues, etc.; arrange to get required paperwork and physical items back to home office at the end of the season.

· Enter daily leads into CRM system; keep filing systems (electronic and physical) organized; update and implement procedures as necessary; schedule representatives to be present at local events; ship supplies to summer office; keep parent/student handbook current as procedures change year-over-year; build and maintain reports (medical, balance outstanding, sales, etc.); update yearly alumni lists to be sent to prospective clients; solely responsible for upkeep and yearly roll-over of CRM systems.

· Maintain relationships with outside vendors for promo and gift items; design yearly t-shirts for students/staff; keep contract renewals current; make sure web domains are renewed as needed; communicate with IT team on any issues to be addressed; review office equipment regularly to ensure they are in working order and recommend replacing as required.

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· Train new hires both seasonal and year-round; allow them to listen in on sales calls; work on email templates with new employees; set up their equipment and accounts; listen to their calls and answer questions until they are comfortable on their own; distribute and acquire seasonal staff paperwork including out-of-country work permits; follow up with staff for outstanding paperwork to guarantee they receive their seasonal pay. MANAGER PARTY HARDY SEPT 2000 – DEC 2012

· Responsible for managing day-to-day operations and supervising a staff of up to 12 employees. Duties include opening and closing the store; reconciling registers throughout the day; delegating tasks to employees; staff scheduling; ensuring staff members are appropriately attired; new hire training; and, ensuring that the store is clean and presentable. This often involves arriving early and staying late to ensure commitments to customers are satisfied.

· Actively participate daily in interacting with customers both in-store and via telephone; order fulfillment (taking custom orders, pricing, packaging, and delivery); custom balloon decorating; and assisting customers with selections and answering questions.

· Formulated a new floor plan and organized merchandise in a more understandable manner for the company’s larger store.

· Inventory control and management responsibilities include maintaining stock at sufficient levels to meet demand; weekly electronic ordering using Telxon; communicating directly with vendors; and ensuring stock room merchandise is always accessible.

· Worked at four store locations over a 12-year span. Education

BACHELOR OF PROFESSIONAL STUDIES, HOSPITALITY MANAGEMENT DEC 2009 NEW YORK INSTITUTE OF TECHNOLOGY OLD WESTBURY, NY

RETAIL MANAGEMENT SUFFOLK COUNTY COMMUNITY COLLEGE SELDEN, NY Skills & Abilities

· Excellent interpersonal and communication

skills

· Exceptional customer service skills

· Problem-solving and conflict resolution skills

· Organized

· Proficient in Microsoft Office Suite

· Familiar with WordPress and Adobe Suite

· Knowledge of CRM systems

· Typing ability of 70wpm