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Customer Service Care

Colorado Springs, CO
October 07, 2019

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Angela Firestien

**** ******** ***

Colorado Springs, CO 80951








HS Diploma–Graduated 1980

Bachelor of Science in Business Administration and Finance – University of Phoenix – Graduated 2006


Budget, Payroll, Electronic Timecards, AR / AP, Supervisor, Arrange International & Domestic Travel, Leadership, Mentoring, Cash Operations, Valued Customer Service Skills. Accounting Principles, Analytical & Critical Thinking, Well-Organized, Detail oriented, Managing proposals, Task Orders, Deliverables, Work Orders, Invoicing, Vendor Relations, DOD Protocol i.e. Military Customs & Courtesies, Reception / Receiving Line, Meal selection, / Seating arrangements, Event Planning, Escort Duties, Badging, Event invitations, and VIP Lists, Arranging event venues, Pre-Registration, RSVP’s

Current or Most Recent Employer: Larry H. Miller, Liberty Toyota Colo Springs, CO

Customer Relations Specialist Aug 2018 - Current

●Greeting customers and guests at front receptionist desk, heavy phone duties, incoming and outgoing customer calls, scheduling appointments for service, arranging shuttle services

●Composing “Thank you” letters for salesmen, Service Advisers, and General Managers

●Monitoring and delivery of incoming faxes, processing outgoing mail, faxes, emails, FEDEX, UPS, etc.

●Composing and delivering precise written or electronic email messages to Service Advisers, Leads and General Managers

●Supporting coverage duties (lunch, breaks, etc.) throughout the dealership

●Punctual, Flexible, Reliability and Excellent Customer Service Skills at all times

●Welcoming disposition to all customers, guests and personnel at all times

●Ensuring “complimentary” Cafe is well-stocked, clean and problem free

●Assisting and guiding customers & guests to proper meeting location with Salesmen, Service Advisers and General Managers

●Heavy outgoing phone duties for appointment confirmations, service scheduling for vehicle maintenance while still maintaining the professional ability to answer heavy incoming calls

●Excellent Attention to Detail skills, Professional Demeanor on phone and in person at all times

●Excellent Organization skills and Excellent Time Management skills at all times

●Keeping alert of all new employee training as assigned and completion in a timely manner

Employer Name: Peterson AFB, CDC Main Colorado Springs, CO

Program Coordinator Dec 2017 – Aug 2018

●Front desk administrative duties, heavy phones incoming and outgoing

●Greeting Military parents and assist in locating child’s homeroom

●Coordination of parental and child sign-in and sign-out documentation

●Knowledge of any medical information, administrating medications, etc.

●Completed CPR infant and adult training good for 2 years - 2020

●Assist in coordination of Parent Teacher conferences

●Assist in coordination of “Parents Day” with Military parents

●Carefully monitoring children from Infants to 5 years old

●Certified in Child Abuse & Prevention, CPR, Child Safety indoor and outdoor

●Completion of daily paperwork filing and electronic time card management

●Coordinated and provided care so they could have a “Parent’s Night Out”

Carlie’s Convenience & Three Boys Liquor Colorado Springs, CO

Sales Associate Oct 2016 – Dec 2017

●Managed daily operations of convenience and liquor store including sales, s event planning, facility maintenance, merchandising, reconciling cash drawer and vault, and vendor relations

●Responsible for employee scheduling, hiring and training new employees, and terminations

●Cashier duties, stocking, end of evening reports

●Lockup the stores, set alarm, etc.

XEROX Colorado Springs, CO

Customer Care Assistant Oct 2015 – Oct 2016

●Delivered excellent customer service assistance to call-in customers in sales and issue resolution

●Outgoing call duties, follow-up customer care services

●Basic Call Center Duties

●Lead department in sales quota

Cracker Barrel Country Store #227 Colorado Springs, CO

Prep Cook II Sep 2014 – Sep 2015

●Adhered to Cracker Barrel Recipes & Procedure guidelines and federal, state, and local food handling standards in customer food preparation

●Maintain the kinds and amounts of menu items as directed by management through scheduling and organized techniques

●Understand “build to” and/or production levels

●Follow “clean-as-you go” methods in kitchen preparation and equipment

●Excellent listening and communication skills

●Ability to lift 50 lbs.

●Follow all Safety awareness rules & regulations

●Follow asset protection policy, HAACP, Chemical Safety & PPE

Aerotek -DoD Temp Colorado Springs, CO

GNSS Engineering Coordinator Dec 2012 – Aug 2014

●Assigned and managed work orders

●Authored reports and PowerPoint presentations

●Coordinated projects, meeting arrangements and travel arrangements

●Coordinates events, meals, badging, lodging arrangements if needed

●Managed projects and cost accounting via MS Project

●Provided professional administrative support to project engineers and guests

●Responsible for inventory control, purchasing, and vendor interactions

Aerotek – Temp Colorado Springs, CO

Resource Manufacturing – Production Scheduler/Controller Jun 2012 – Dec 2012

●Monitored daily production by implementing and maintaining production schedules, arrange deliverable s, and vendor relations

●Worked with Leads and managers to reach solutions through individual contact, email, coordinated meetings, conference rooms and calendars

●Production and electronic inventory management

●Expediting deliverable s, ordering parts and materials, managed office supplies

Aerotek - Temp Colorado Springs, CO

Thin Metal Parts – Quality Inspector/Lead Aug 2012 – Jun 2012

●Database management duties including customer service and proper use of WIP system – Electronic Inventory Tracking System, SAP, Electronic file management, adding files to Share Point, Lean Manufacturing and process efficiency changes

●Quality inspection of personnel, processes and equipment

●Incoming and Outgoing Processes for UPS & FEDEX – International and US

DoD Ephor, Inc – RFP and Contract Manager Colorado Springs, CO

Dec 2010 – Aug 2012

●Liaison officer to ensure fulfillment by contractors including payroll and personnel records

●Negotiated, administered, amended, and terminated procurement contracts

●Supervised employees engaged in bid proposals

●Approved or rejected request for deviations from contract specifications and delivery schedules

●Arbitrated claims or complaints concerning contract performance

●Coordinated annual events, venues, timely mailed computer-generated invitations, meal selection, seating arrangements, meeting minutes, badging, preregistration, RSVP’s

●Analyzed price proposals, financial reports, and other data to determine bid competitiveness

Siemens Water Technology Colorado Springs, CO Project Support Specialist/Master Scheduler Dec 2009 – Dec 2010

●Defined project scope and required resources, identified risk and recommended solutions, and refined process flow as needed

●Oversaw daily scheduled task and conveyed upcoming deadlines to project team

●Utilized MS Project to build 500+ line task orders

●Created Gantt charts or task completion reports to identify and drill down tasks which may be at risk via Excel, Word and PowerPoint presentations

●Insured teams were adept in upcoming events on schedule via conference calls, group emails, team meetings and team training requirements

DoD SI International - Colorado Springs, CO

Program Control Analyst May 2006 - Dec 2009

●Provided direct, day-to -day operation and administrative support to assigned program group by providing input, maintained and reported on the budget, accounting, expenses, payroll and financial data which included purchasing, miscellaneous expense vouchers, and project data entry (time cards, travel expenses, material invoices, sales tax, etc.)

●Reported finance data for assigned projects and reconciled discrepancies

●Responsible for functional staff management, training, and cross-program coordination

●Coordinated Annual Employee events such as Company Barbecues, Parents Night out, Birthday & Christmas parties, etc.

DoD AFSCN Honeywell Tech Solutions, Inc. Colorado Springs, CO

Executive Administrative Assistant Dec 2001-May 2006

•Provided strong administration skills by adhering to company policies, DoD protocol for United States Air Force, proper procedures and maintaining high-end customer service

•Coordinator for “mission control” booth, mobile VTC/AV carts and equipment and operated four computer terminals simultaneously during government meetings

•Scheduled venues, conference rooms, and events through computer system such as calendar management, group emails, invitations, creating VIP lists

•Provided operation knowledge and support for government meetings such as Live meeting, Polycom, Bridge conferencing, Net Meeting, Skype and Remote assistant

•Assisted in customer laptop setup, video cameras to VTC/AV equipment

•Provided testing and operation support for equipment & users before, during, and after meetings

•Coordinated meal selection, seating arrangements, escort duties

•Coordinated receiving lines, reception lines and planning packages for events

•Worked closely with IT department by supporting education, training and operation collaboration for updated software programs

•Supported new employees with time cards, payroll directions, new user passwords, training and learning operation techniques

•Typed compliance style minutes for meeting and distribution, created professional PowerPoint presentations, addendum's, attendee lists and electronic library filing via eRoom databases

•Assisted in approving electronic time cards, Po's, International and Domestic travel arrangements, creating badges for entrance, meetings, etc.

•Processed expense reports, gathered and monitored “Green Time” and personal development plans

•Responsible for planning logistics involving events, registration, conferences, venues, billeting and transportation requests, preregistering event participants, RSVP’ returned event cards, Timely mailed computer created invitations, Formal Dress

•Maintained inventory log for all contract equipment in house

Computer Applications:


Earned Value Management System (EVMS)

Microsoft Office Suite








Web Matrix

Raytheon Six Sigma




Lotus Notes


Dealer Daily

Time Highway

TCA Portal

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