Profile

Motivated, personable business professional with Bachelor of Science degree, and a successful 20 plus - years track record as an administrative computer savvy professional. Talent for quickly mastering technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential information. Flexible and versatile able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team- building skills."

Skills Summary

Project Management

Report Preparation

Written Correspondence

Call center/help desk supervisor

Computer Savvy

Customer Service

Scheduling

Marketing & Sales

Accounts payable experience

Front-Office Operations

Professional Presentations

Professional Experience

COMMUNICATION: REPORTS/PRESENTATIONS/TECHNOLOGY

Prepare complex reports for United Parcel Service, ensuring full compliance with requirements and tight deadlines.

Completed CIS/419 Computers and information Processing program – University of Phoenix Design and deliver series of classes for current and prospective customers and associations, providing ergonomic counseling and educating employees on proper lifting techniques to avoid injury.

Conduct small-group sessions on meditation/relaxation techniques. Rapidly learn and master varied computer programs

CUSTOMER SERVICE/MARKETING/PROBLEM SOLVING

Represent and support the publisher, oversee front-office VIP customer service, provide impeccable customer service.

Built a clientele retention plan for the Los Angeles Times News Paper

Develop and implement strategic marketing plan for business.

Analyzed the business needs of clients to help identify business problems and propose solutions

Perform as a liaison, between the business side of an enterprise and the providers of services to the enterprise.

Presentations resulted in negotiations and implementation of contractual agreements within a multimillion-dollar setting that directly influenced the increase of millions of dollars in revenue. Reinforced vital relationships between key decision makers and UPS Management.

Call Center Supervisor Assistant

Organizing and directing the daily activities concerned to the call center’s operation. Manage, train, and guide call center agents to execute their tasks. Resolving problems and complaints generally support the team. Monitor agents and calculate call center performance, and analyze reports. Prepare and develop schedules to control adequate staffing levels.

Duties and Specifications

Managing and directing the daily activities of call center agents and telephone operators. Supervising, planning, and managing functions concerned to Call Center environment. Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.

Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.

Attending, following up and resolving customer complaints and questions.

Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.

Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.

Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required.

Updating databases, organizing activities related to maintenance and repair of equipment’s, ordering supplies and materials.

Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.

Communicating solutions, successes, and opportunities to the Manager of customer service.

Practicing and ensuring compliance with that of all the organization’s policies and procedures.

Social Media Representative

I have assisted with daily media monitoring, responding to customer services issues posted on Los Angeles Times social media sites. Monitored external blogs, social networking sites and forums and participated in conversations as needed to resolve customer service related issues.

I have coordinated with internal subject matter experts to prepare content for postings related to customer service issues on blogs, forums and other social media sites.

I have provided regular feedback to management regarding trends in customer services issues seen in social media.

I also identify, analyze and resolve issues such as delivery issues, billing questions, credit card mischarges, and acting as the initial point of contact for requests. Interacting with

management across all departments to identify appropriate responses and ensure timely and positive online communications.

General

Respond to requests for technical assistance in person, via phone, electronically * Diagnose and resolve technical hardware and software issues * Research questions using available information resources *Advise user on appropriate action * Follow standard help desk procedures * Log all help desk interactions * Administer help desk software * Redirect problems to appropriate resource * Identify and escalate situations requiring urgent attention * Track and route problems and requests and document resolutions * Prepare activity reports*Stay current with system information, changes and updates

VIP Customer Service Specialist

Represent and support the publisher, work with the distribution Staff and management with the necessary information and follow up on all facets related to the distribution of Los Angeles Times News paper and partnerships.

Establish working knowledge of policies, procedures, and billing. Demonstrate willingness and confidence to proceed with minimal supervision in a high pressure, environment.

Provide excellent customer service; build strong client relationships. Act as a team player and

contribute to the team’s success.

Communicate to Management on a weekly basis, the status of all complaints and the manner in which they are being handled. Provide reports detailing and summarizing the results and actions taken for all complaints.

Develop and implement ways that will successfully reduce distribution complaints as it relates to our product.

Customer Service Specialist

Aid customers by fielding incoming help requests via telephone and e-mail and internal fax. Respond to customer inquiries regarding orders, billing inquiries and technical problem notifications.

Document customer trouble reports in trouble ticketing system and escalate according to established standard operating procedures.

Review requests, contacts customers to clarify requests, ensuring all necessary information are included and may route requests to the appropriate department.

Requires experience in technical support; Familiarity with client server platforms support and various system applications.

Verification Representative

Communicate, via the telephone, with Los Angeles Times subscribers and verify that they are receiving their newspapers satisfactorily. Also, when appropriate, solicit for credit card payment.

Verify, via the telephone, subscriber receipt of advertising product samples.

Accurately process information through Circulation system to ensure proper delivery of the Los Angeles Times.

Relay written and verbal communication between subscribers, and appropriate staff members. Process credit card information and protect any confidential information regarding account numbers or financial information.

Portray a favorable image of the Los Angeles through exceptional public relations skills and efficient processing of information.

Comply with established company policies and meet pre-established standards of performance. Exhibit a professional attitude towards co-workers and assist them when necessary.

Assist the Customer Contact Center, when necessary, in taking overflow customer calls, as well as assisting other departments as necessary.

Telemarketing Sales

Communicate, via the telephone, with potential Los Angeles Times subscribers persuasively about the benefits of a Los Angeles Times subscription, solicit and correctly process credit card or check payment.

This position requires a high level of knowledge about the Los Angeles Times and the ability to constantly portray a favorable image.

Call Center Supervisor

Present

VIP Customer Service Specialist

November 2006

Present

Customer Service Specialist

July 2006

November 2006

Verification Representative

February 2006

July 2006

Telemarketing Sales

July 2005

February 2006

The Tribune Company / Los Angeles Times 202 E. 1st. Street Los Angeles CA 90012

Last Reported to Customer Service Manager/Trainer Debra Cain - Phone 213-***-****

Accounts Payable/ Office Manager

Process and monitor payments and expenditures

Ensure that vendors and suppliers are paid in a timely and appropriate manner and those vendors are paid within established time limits.

Order and maintaining office supplies Preparing weekly bank deposit

Create and present reports from QuickBooks for business

Handle accounts payable, oversee collections, handle customer service calls, take orders, and assist shipping

Office Manager / Accounts payable October 2008 - January 2009

Top Hotel supply – 3435 Wilshire Blvd. Los Angeles 90010 Reported to CEO Stefan Hartkopf CEO - Phone 800-***-****

Personal Assistant

Working for a busy journalist and instructor, I was required to be an all-purpose assistant and secretary. This required me to manage various office tasks as well as personal matters such as:

Coordinate travel

Schedule and attend meeting meetings Answer calls

Maintain files

Create presentations Write correspondence Respond to mail

Maintain files, attend meetings, and perform secretarial and administrative functions. I was required to have an aptitude with MS Office (Word, Excel, Power Point, and Outlook), pay strong attention to detail, have exceptional organizational skills, the ability to work well under time constraints, posses forward thinking capacity, maintain an even temperament, prioritize tasks, stay focused and exhibit excellent written and oral communication.

Personal Assistant for a Journalist/Instructor April 2004 - July 2005

Kenneth Weinberg and Associates Beverly Hills CA Reported to CEO Kenneth Weinberg (deceased)

Special Projects Analyst

Respond to project requests from Account Executives, take ownership of service issues and interact with all UPS internal departments necessary to resolve issues to customers' satisfaction with major accounts.

Problem solving calls to other internal departments and other customer locations. Develop special projects including presentations, spreadsheets graphs, which included researching information through the Internet to process unique customer requests.

Marketing Analyst

Support all marketing activities to maximize both short and long term profitability through market segmentation, revenue management, implementation support, business planning, and sales force management.

National Accounts Associate

Focus on strategic planning, negotiations and implementation of contractual agreements within a multimillion-dollar setting that directly influenced the increase of millions of dollars in revenue. Reinforced vital relationships between key decision makers and UPS management.

Senior Accounts Associate

Worked independently in a high-volume sales department. Assisted, prominent customer with obstacles or special request. This required good judgment and creative problem solving to retain goodwill and corporate integrity. Positive results were imperative to assure continuity in overall sales program. I structured and implemented critical path scheduling, and monitored and reported quarterly and annual growth results for key accounts.

Customer Service Associate

Effectively respond to a high volume of customer requests requiring conflict resolution skills. I was able to achieve numerous complete turnarounds through restructuring measures and selectively utilizing a network of resources. I enhanced customer perceptions and relations I improved my organizations reputation and produced results for my customers and UPS.

Special Projects Analyst

December 2003

April 2004

National Accounts Associate

April 1988

December 2003

Marketing Analyst

July 1993

April 1988

Senior Accounts Associate

April 1991

July 1993

Customer Service Associate

August 1990

April 1991

United Parcel Service - 1201 W. Olympic Blvd. Los Angeles CA 90010

Last Reported to Special Projects Analyst Manager Bill Schultz 213-***-****

Education

University of Phoenix Los Angeles, CA Degree: Bachelor of Science/Marketing Completion Date November 06/13/1998

GPA 3.37

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