Customer Service Representative

Trina Thames

(Currently in Fresno, CA *****, US Citizen, Available to start Immediately)

Area of Expertise:

Executive support

Confidentiality

Compliance, Policies, and Procedures

Internal and External Communications

Multi-Calendar Organization, Scheduling, and Prioritizing

Balanced budgeting

Oral & Written Communication

High-level client service and hospitality

Strong attention to detail

Written and verbal communication

Networking

Problem Solving

Collaboration and Partnerships

Department and Vendor Relations

Technical Proficiencies:

Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, etc.)

Adobe Acrobat

Zoom

Teams

Coupa

Education:

Master of Science in HR Management – Keller Graduate School of Management – Fresno, CA

Bachelor of Science in Technical Project Management – DeVry University – Fresno, CA

Associate of Science in Computer Business Administration – Heald College – Hayward, CA

Experience:

Access Plus Capital – Fresno, CA May 20 – Aug 23

Administrative Specialist/People & Culture Coordinator

Executive Coordination: Maintain the president's calendar, emails, and expense reports, coordinate billing, and manage petty cash and balance drawer. Serve as gatekeeper to screen calls and meeting requests. Respond to requests for materials regarding the president and the organization. Prepare the president’s expense reports. Compose and prepare regular and confidential correspondence for the President. Arrange complex and detailed travel plans, itineraries, and agendas. Compile documents for travel-related meetings.

Board Liaison: Implementing a meeting reminder system improved board member engagement and attendance. Received rave reviews from board members for hospitality, organization, and event planning. Attending Board and Committee meetings. Supported the president, took minutes, planned logistics, and created board packets. Assisted with organizing board meetings, board committee meetings, and the annual Monterey board retreat. Arrange complex travel, lodging, dining, and recreation, and prepare itineraries and agendas for board retreat. Distributed materials in electronic and paper format before meetings. Maintain discretion and confidentiality.

Senior Management Liaison: Schedule meetings for the VP of Finance, reconcile expense reports for the VP of Administration, facilitate travel arrangements, and provide general support to all senior management.

Bookkeeping: Reduced organizational expenditure by negotiating better prices and discounts with vendors. Redesigned the invoicing routing system with finance and created a standardized coding spreadsheet to expedite the payment process. Reconcile expense report. Review and approve purchase orders and invoices related to office expenses. Coordinate accounts payable and accounts receivable, manage petty cash, and balance cash drawer. Log client payments.

Administration and HR Support: Coordinate multiple schedules, support human resources (sit on the interview panel, verify references, and complete ranking sheet), train junior-level executives, and provide general support to organizational employees from all departments. Coordinate onboarding process for new hires and communicate policies and procedures. Created a strategy and managed culture activities; organized and facilitated monthly meetings and committee meetings; distributed and processed assessments; and trained staff on Zoom, teams, Coupa, calendar, doodle, MS Planner, and Forms.

People and Culture Coordinator (DEI): Facilitate diversity, equity, and inclusion conversations. Create educational programming for team training on race, implicit bias, microaggressions, and cultural appreciation. Ensure that organizational values are understood and respected.

Facilities Management: Organized and facilitated company-wide move to a new location. Manage facilities and IT for Fresno and Bakersfield locations. First point of contact for building security/alarm triggers. Coordinated with Fresno police department following a facility break-in.

Project Management: Created Team Builders, Board Retreats, and Staff Retreats. Create and execute vendor contracts and coordinate services, i.e., janitorial, utilities, security, pest control IT Consultants and Designers. Order Facility Swag/Gear and Gift Cards. Travel for agency business using a personal vehicle.

Achievement: Managed and balanced an annual $60,000 Board Retreat budget. Broke even or stayed within range.

Family First Life Insurance – Fresno, CA 2017 – 2018

Field Underwriter

Communicated with potential clients, setting appointments, analyzing financial/medical records, and writing insurance policies aligned with carriers that met clients’ medical and financial constraints.

Gained specialized product knowledge across mortgage protection and final expense. Performed complex analyses, ensuring accuracy.

High customer retention.

Developed long-term client relationships, determining needs, gaining trust, and realizing increased product sales.

IHSS Fresno County – Fresno, CA 2014 – 2017

Executive Personal Assistant

Provided daily care and activity support and managed clients’ medical needs and finances.

Scheduled appointments, arranged transportation, and all other duties as needed.

Cared for assigned clients with terminal illnesses, extending expected survival from six months to four years.

The North Face – San Leandro, CA 2010 – 2013

Consumer Response Specialist

Maintained customer service, supporting the department manager in a call center environment.

Communicated with customers via incoming calls and emails, documenting and resolving issues.

Coordinated with the repair supervisor to track service orders.

Engaged with demanding customers, defused situations, and achieved a positive client experience.

ConocoPhillips/Fluor (TRS) - Crockett, CA 2008 – 2009

Administrative Clerk

Worked with the Payroll Manager, preparing Force/Manpower reports and maintaining personnel files.

Analyzed matrix reports confirming union benefit accuracy.

Created Excel spreadsheets, enhancing data entry usability across various programs.

Redesigned 600-participant carpool program, setting policies, tracking usage, and ensuring accurate reimbursements.

Affiliated Brokers - Oakland, CA 1998 – 2008

Executive Administrative Assistant

Collaborated with HR across interviews, applicant tracking, new hire onboarding, benefits administration, and orientation.

Handled property management, including maintenance, cleaning, landscaping, and pool services.

Assisted with tenant lease agreements, evictions, complaint resolution, and HOA formation.

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