Administrative Assistant Customer Service

Regina Louise Brumfield

**** *********** *****, *** ***, Covington, Louisiana 70433

E-mail ************@*****.***, Cell: 864-***-****

Administrative Assistant, Human Resources, Trainer, Employee Relations, Communications, Writer, Public Affairs, Motivational Speaker, Project Implementation Planning, Strategic Planning Retreats, Cultural, Organizational, Operational Turnaround, Mergers Acquisitions, Change Management Professional Experience (Corporate)

Brumfield Consulting: Research, Consulting, Retreat Center: Designed, Built, Managed Retreat and Heal- ing Center. Tour Guide, Relocation Planning, International Travel Arrangements, Foreign Real Estate, Banking, Taxes, Embassy.

R2R Media, (Partner): Publishing Company Producing Hurricane Disaster Preparedness Guides: Consult- ed with National Weather Service, NOAA; FEMA; to create private-public partnerships to produce life and property saving Information customized for local citizens. Clients: State of LA, TX, MS. Department of Commerce, U.S. Census Bureau: (Administrator): Managed all Administrative functions for 5 Parishes/Counties in Southeast Louisiana; Hiring, Selection, Training, Federal Personnel Records, E Verify, Federal Employee Guidelines. Managed Weekly Payroll for 1500 employees and 15 supervisors, Managed internal staff of 50 with a $2 million weekly payroll; Supplies, Logistics and Security Procedures for Federal Facility. All projects were accomplished below budget, within projected timeframes and with maximum employee and supervisor team spirit; high morale and accountability. Our innovative processes and procedures became a model for the three state regional offices. Harrah’s-Caesar’s Entertainment (Human Resources Department: (Training Manager) Managed all Brand, Customer Service, IT Systems, Department and Management training for 1500 returning employ- ees for the Post-Katrina re-opening of the Grand Biloxi Resort. Established a new training development department; managed 50+ contract and staff trainers for reopening hotel; managed 12 permanent staff members. Introduced and implemented the following: Incumbent Worker Grant Program $39,000, first grant; Harrah’s Online Educational Program, Tuition Reimbursement program, created a successful Training Council and pilot for new customer service and supervisory training programs; Facilitated Merg- er/Acquisition training for new company.

Hotard Coaches-Destination Management Services, New Orleans: (Leadership Retreat, Communica- tions Sales Training), Course design, writing, development, delivery for Destination Management Ser- vices, Reservations/Call Center; Strategic Plan Development/Implementation, Driver Customer Service Course development/delivery, Communications/Customer Service Training designed/delivered. Personality Profile Training, Simmons Emotional Quotient Profile used for team building, conflict resolution. Boyd Hotel Corporation: (Customer Service Training and Service Recovery Program) Corporate Writer, Designer and Trainer of Quality Service Recovery Program; Trained 60 Corporate Ambassadors to train 16,000 employees in service recovery skills in 16 Boyd Hotels nationwide. Turk & Brumfield Bank Management Consulting: (Partner) We grew our firm from two employees and

$19,000 capitalization to 30 internal employees and 25 field and contract staff. We achieved $2 million in annual sales; Sales and Communications Trainer to 100 banking corporations in the USA and internation- ally. Consulted with clients to build executive management teams, strategic planning to implement opera- tional improvements; built total bank sales org. which tripled platform selling, developed/implemented Quality Service/Recovery Council System bank-wide; Motivational Speaking/Training total bank staff/ex- ecutives.

Regina Louise Brumfield Page 2

Professional Experience (Non-Profit)

United Way (Community Impact Manager) New Orleans LA: Managed and supported the effective func- tioning of the United Way funded agency programs. Duties included: Community Impact grants, liaison between United Way and community agencies, coordination of Saints Community Patrol children’s sum- mer camp, facilitated presentations for Women’s Leadership Council and internal strategic planning ses- sions, special fundraising events.

Louisiana Psychiatric Medical Association: (Public Affairs/Governmental Relations), Assistant to the Psychiatrist in charge of Disaster and Crisis Management during Hurricane Katrina and Rita. I assisted the physicians in meeting the needs of the evacuees. Wrote press releases and coordinated with" national media for interviews during Hurricane Katrina, created alliances with American Psychiatric Association and other state medical associations to bring in physician volunteers to assist the doctors of the state in the evacuation centers. Performed administrative responsibilities, fundraising, public speaking, grant writing, strategic planning retreat.

Education and Professional Development Certifications Sales System II Professional Selling Skills, Moment of Truth Banking, Moment of Truth Management and Creating Organizational Excellence. (Designed, Developed and Trained Courses). Kahler Communications/Psychological Profile, Senior Consultant (Personality Profile Used by NASA) Expe- riencing Excellence, Quality Relations, Relate To Your Mate, Process Communications Management 3 Day, Predictable Corporate Failure Patterns and Scripts, Banking On People. Certified Financial Marketing Professional (CFMP) (American Bankers Association; Bank Marketing School, University of Colorado) 3 year graduate program.

Louisiana State University: Business Administration. Community Involvement (Partial List)

Louisiana State Senate Appointment Prescription Benefit Management Taskforce (2004-05), Appointed by Senator Hainkel.

St. Tammany West Chamber of Commerce, Chairman Marketing Committee, Exec. Committee of Board; Facilitated Chamber Board Retreat 1996;

Chamber of Commerce Board Member 1997-2001, Awarded New Member of the Year, 1997, Awarded Member of the Year 1998.St. Tammany West Leadership, (Board of Trustees) American Cancer Society (Chairman, First Relay for Life), West St. Tammany, 1999, $77,000 funds raised. American Heart Association, Publicity Chairman, 1998, ($30,000 goal achieved). Media coordinator Speaking Engagements (Partial List)

MS Governor’s Workforce Development Conference LA. House/Senate Committee Presentation Georgia Community Bankers LA. Senate Taskforce Appointment Bank Marketing Annual Convention Credit Union National Association National Association of Bank Women Texas Bankers Association New Mexico Bankers Conference ABA Branch Administrators Conference Mississippi BMA Conference New England Bankers Conference ABA Retail Operations Conference Louisiana Association of Bank Women

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