Customer Service On-Site

THERESA A. MCLAUGHLIN

***************@*****.*** 480-***-**** MOBILE

PROFESSIONAL PROFILE

Enthusiastic and tenacious professional with expertise in administration and business development and management in a myriad of both public and private sectors. Proven leader and motivator with an emphasis on initiating and managing change, implementing continuous improvement, and encouraging innovation. Resourceful, efficient, organized, and goal-oriented individual producing quality results, both remotely and on-site, with excellent verbal and written communication skills. SUMMARY OF EXPERTISE

• Business Consulting and Development

• Customer Relations/Customer Service

• Creating Presentations, Proposals, Reports,

and Training Material

• Survey Administration and Analysis

• Business Management

• Team Building

• Training and Development

• Program Planning and Coordination

• Project Management

• Supervision

• Creating and Implementing Policies

and Procedures

• Excellent Communication Skills

PROFESSIONAL EXPERIENCE

ASAP Solutions, Phoenix, AZ July 1997 - Present

Executive Assistant/ Operations Manager/Owner

Founded Virtual Administrative Services business. Business management and operation of virtual and on-site business services company providing administrative and secretarial services. Recruit, manage, train, and develop independent consultants and subcontractors for various project needs. Develop, forecast, and manage annual budget. Maintain accounts and market for new clientele. Coordinate, manage, and supervise all client projects utilizing independent consultants and subcontractors. Maintain business communication with clients and potential clients. Project management, conduct training sessions, and facilitate meetings, workshops, and conferences. Develop strategic goals Resourceful, efficient, organized, and goal-oriented individual producing and providing quality results, both remotely and on-site, with excellent verbal and written communication skills. action plans for client projects, as well as projected business needs. Business consulting, mentoring, and coaching to business start-ups, existing businesses, and businesses in transition. Design and create marketing concepts and materials, press releases, web sites, correspondence, presentation and training materials, proposals, reports, and resumes, including writing copy. Develop and conduct surveys, complete analysis, and present findings. Event and program planning and coordination. Conduct research, desktop publishing, word processing, typesetting, customer service, bookkeeping, and office organization.

Arizona Small Business Association (ASBA), Phoenix, AZ August 2003 – August 2005 Vice President of Education and Programs

Planned, coordinated, directed, and managed educational and program activities and Entrepreneurial Center for staff, members, potential members, and others while maintaining the vision, mission, and strategic plan of the organization. Coordinated, directed, and managed Education and Program department, including education, programs, Entrepreneurial Center and online learning. Provided information and expertise on developing and growing a strong, successful business. Directed and managed activities of department staff, including job description development, job posting, resume review, interviewing, hiring, and training. Conducted weekly staff meetings and team building. Conducted periodic and annual reviews of department staff in conjunction with Executive Director. Directed and managed activities of ASBA Community facilitators and programs. Coordinated and managed speakers, facilitators, and trainers. Developed and maintained relationships and communication with Community Partners, ASBA members, prospective members, business owners, potential business owners, facilitators, trainers, and others to support needs of the education and programs offered. Applied principles and/or theories of business management and organizational development for ASBA members, prospective members, and staff. Analyzed, evaluated, and monitored market trends to determine opportunities to develop educational and program activities and goals. Implemented new educational and program activities, including the Entrepreneurial Center. Prepared and monitored department annual budget and operating costs, including resource allocation. Submitted proposal and was awarded $30,000 grant funding for Entrepreneurial Center and programs. Developed marketing strategy and coordinated and publicized marketing activities to promote education and programs.

National Virtual Assistants Society (NVAS), Phoenix, AZ . January 2002 – January 2005 Executive Director/Founder

Established networking and educational organization. Developed and coordinated programs and events for members and potential members. Developed and maintained strong relationship with members, potential members, community partners, and presenters. Provided information and expertise to members and potential members on developing and growing a strong, successful business. Created marketing campaign for programs, events, and membership drives. Attended and conducted various networking activities to solicit new members. Created and distributed marketing materials and press releases. Updated and maintained memberships, membership directory, calendar of events, resources, and tips and tricks section of web site. Designed, wrote, and created newsletter, event reminders, and special announcements. Conducted and compiled analysis of surveys to meet the needs of the target population. Designed and developed web site with assistance from web designer and marketing team.

Murro Consulting, Inc., Phoenix, AZ August 1997 – November 1998 Executive Assistant

Provided administrative support to President and Vice Presidents. Maintained confidentiality, demonstrated professional and diplomatic demeanor, and delivered superior customer service internally and externally. Assisted with Organizational Development, Strategic Planning, and other business development techniques. Human relations. Prepared and created presentations, proposals, charts, graphs, and reports. Word processing and desktop publishing. Scheduled appointments, travel arrangements, and training sessions. Prepared internal and external correspondence. Back-up receptionist.

EDUCATION AND CERTIFICATIONS

Paradise Valley Community College, Phoenix, Arizona Awarded Certificate in Organizational Leadership with High Distinction Scottsdale Community College, Scottsdale, Arizona

Awarded Certificate in Yoga Instruction

Maricopa Community Colleges District, Phoenix, Arizona Continued Education, 124 credits completed

Certified Customer Service Trainer, Scottsdale, Arizona AFFILIATIONS AND VOLUNTEERISM

ASBA (Arizona Small Business Association), Member

HBBC (Home-Based Business Council), Volunteer Advisory Board and Member NAFE (National Association of Female Executives), Member Digital Women, Member

The Joy Bus Diner (Non-profit), Volunteer Hostess, Diner Assistance, and Event Assistance COMPUTER EXPERTISE

• Microsoft Office: Word, PowerPoint, Excel, Publisher, Outlook, Project, Access

• Social Media: LinkedIn, Facebook, Instagram, Pinterest, Twitter (X)

• Adobe: Acrobat Pro, PhotoShop, Illustrator, InDesign

• Learning Management Systems

• Customer Relationship Management Systems

• QuickBooks and QuickBooks Pro

• Visio

• Windows Operating System

• Familiar with Apple/Mac Environment

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