Jennifer L. Chesney

***** *********** **., **********, ** 48094

Contact: 586-***-****

adu38h@r.postjobfree.com

Personal Assistant, Washington, MI, January 2014 – January2021 Personal Assistant/Administrative for individual client. Clerical support ensuring effective day-to-day operations of household and personal needs.

Hospice of Michigan, Inc., Detroit, MI, August 2008 – January 2014 Executive Secretary, Governance and Office of the President, October 2012 – December 2013 Primary back-up to Supervisor, Office of the President, for all matters relative to Governance or to the President. Also provide administrative, secretarial, and clerical support to the Board of Trustees, committees, executive team members and departments as assigned.

• HONORS: Awarded Work Life Services (WLS) Employee of the Year 2011 and 2012 Annual HOMer Award for Teamwork.

• Triage sensitive issues to the appropriate individuals; ensure complaints are handled sensitively and expeditiously within HOM policies and procedures.

• Maintain personal calendars, schedules, travel arrangements and itinerary; plan events, coordinates activities, facilitate meetings, research material, monthly expense reconciliations and special projects.

• Work with the Supervisor to create department/board/committee agendas and meeting materials; prepare and dispatch information packets; make logistical arrangements and coordinate schedules for assigned meetings.

• Record and transcribe minutes for departmental and governance board/committees. Work Life Services (HR) Coordinator, January 2010 – October 2012 Administrative, project and clerical support of the Work Life Services (HR) department, ensuring efficient, effective day-to-day operations as-well-as provide direction and assistance to WLS volunteers, WLS associates and WLS team members.

• Train and supervise new department volunteers and associates for front desk multi-phone system, mail room duties and supportive projects.

• Maintain HR/HRIS data base, ID badge system, employee personnel files, employee referrals, employee loan forgiveness, tuition reimbursement, monthly reports, new hire general orientation, entering new employees into ADP/HRIS system, as-well-as processing status changes and facilitating candidate testing.

• Prepare WLS correspondence, memos, forms, check requests, employment verifications.

• Order and distribute monthly employee anniversary, Hospice of Michigan (HOMer) awards and monitor HOM apparel ordering.

• Maintain calendar; coordinate, schedule, and confirm meetings for the Director of WLS, including weekly meetings and the corporate monthly All Staff Meeting. Record and transcribe minutes for WLS department.

• Designed and implemented of a Work off Site (WOS) program within the WLS department to reward employee’s a greater Work vs. Life balance experience.

• Reporting: ADP, Mail machine, separations, new hire, anniversary and HOMer awards. Communications Coordinator, August 2008 – January 2010 Administrative support to the Corporate Director and the Creative Director of Communications, anticipating the needs and implemented solutions to help maintain smooth departmental operations.

• Point of contact for all company-wide project requests and manager of the Creative Request (CR) database. Update notes, record progress, collect finished samples for inclusion in department binders, track project time for staff.

• Maintained Hospice of Michigan’s intranet and internet; add/modify/delete content as needed.

• Verified invoice charges, obtain tear sheets for Communication Director’s approval, file copies, submit to Accounts Payable and log into Excel spreadsheet.

• Developed, maintained and coordinated projects and schedules for the Director of Communications and Creative Director, including weekly department meetings, including the corporate monthly All Staff Meetings.

• Weekly analytics reports of internet activity to the “Have You Had the Talk” web site for the Marketing VP, Communications Director.

Sprint Nextel, Farmington Hills, MI, February 2008 – August 2008 Implementation Specialist II

Single point of contact to the customer with complete ownership and accountability for the management of the customer’s account, from the acquisition through billing activation and the product portfolio.

• Worked directly with customer, outside vendors, sales, network and operations to create solutions for the customer's changing demands.

• Perform administrative duties related to follow-up on customer orders, order monitoring, rate plan analysis, billing reconciliations, and equipment tracking. Special projects; facilitate and coordinate account consolidations.

• Worked primarily with outside vendors and sales to ensure delivery of equipment. Page 2 of 2

Mayoral Campaign, Warren, MI, April 2007 – November 2007 Office Manager/Event Planner

• Maintained daily calendar, and scheduled appearances for Mayoral Candidate.

• Orchestrated volunteers to assist in daily office duties and appeared at various events within the city.

• Established and maintained campaign records and files.

• Coordinated volunteers; talking with residents, door knockers, phone banking, hosting speaking opportunities at their homes.

• Assisted with fundraisers: reserving venues, creating invitations for mailings, planning menus, meeting and greeting guests, accepting donations to the campaign. Sprint Nextel, Farmington Hills, MI, May 2006 – April 2007 Sr. Sales Escalations Midwest, Business Customer Service II Managed mid-sized corporate and government accounts, proactively analyzing monthly invoices and usage to make recommendations for rate plans, features and products that would be beneficial and/or cost effective.

• Processed escalated requests for rate plan changes, adding/deleting service features, researched and resolved all billing and equipment issues.

• Calculated Rate Plan Analysis Reports for accounts to ensure call/data plans were sufficient for monthly usage.

• Maintained 60 hours per year training requirements with online and class room courses.

• Met service level agreements (SLA) guidelines requiring customer’s be contacted within 24 hours, issue resolution within 72 hours and maintained monthly Quality Evaluations with 100% accuracy.

• Entered Government contract/purchase order into the Purchase Order Tracking System (POTS), ensuring payment and contractual agreements were met.

SBC Global Services, Inc., Detroit, MI, June 2004 – May 2006 Customer Operations Specialist

Answered inbound calls and processed service requests for the University of Michigan Hospital & Health Centers Lockheed Martin/United States Postal Service and Spirit Airlines.

• Lead Help Desk Agent for University of Michigan Hospital & Health Centers (UMHHC).

• Appointed by senior management to research, create, maintain and approve documents for the UMHHC Help Desk Intranet.

• Central point of contact for PBX, Centrex, Voice Mail, MAC, and repair calls, feature functionality questions, complaints and escalations. Opened, dispatched, maintained status and ensured MAC and repair work orders were completed and closed within SLA guidelines.

• Created, maintained and distributed updated SBC Help Desk procedures for UMHHC Help Desk agents. Verizon Wireless Messaging Services, formally AirTouch Paging, Farmington Hills, MI, October 1996 - July 2003

Corporate Account Executive, 2000-2003

Consistently provided seamless dynamic daily processes, as well as, serving internal and external customers through proactive research; oriented toward continuous support and feedback for positive results and resolution.

• HONORS: President’s Club, Exemplary Support and Sales, 2 consecutive years.

• Collaborated in growth, maintenance, and retention of Major Accounts by increasing productivity 30% for high-end products.

• Trained numerous hospital and large business accounts throughout the Midwest and East U.S. on a Customized Billing internet program and the ABACUS paging system.

• Orchestrated the roll-out process for wireless equipment to new customer accounts or growing existing accounts. Structured and up-sold monthly direct sales and indirect sales promotions via cold calling, in- person or vendor shows.

• Supported 30+ internal customers for the U.S. Midwest and Northeast regions, including senior “C” level management.

• Maintained and distributed directories and resource guides to internal and external customers.

• Key point of contact for internal outage notifications and rotating evening/weekend on-call procedures. Indirect Sales, 1999-2000

• Generated, facilitated, and maintained Indirect Sales (Reseller/Retail) Technical Support Line.

• Organized and up-sold monthly promotions.

Sr. Customer Services Call Center, 1996-1999

• Responded to 80+ in-bound calls per day.

• Training, coaching, development and daily/monthly monitoring of new CSR hire orientation.

• Elected to the process improvement teams to resolve internal issues and concerns.

• Member of the Quality Council: Involved in the communication with regards to “quality” through monthly company newsletter and the implementation and facilitation of company-wide events. Training

Total Quality Advantage, Project Management, Service Plus, Career Communications, Customer Service Challenge, Five Diamond Performance Standard of Excellence, Myers-Briggs and StrenghthsFinder 2.0, Visual Web Developer 2008 Express Edition, Visio

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