Customer Service Property Manager
Resume:
BERNADETTE MARQUEZ
*************@*******.*** 469-***-**** Spring, TX, 77386
Summary
Highly motivated employee with 20+ years of experience in the hotel industry, retail sales, customer service, and higher education with a desire to take on new challenges. Strong worth ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Articulate communicator with strong attention to detail and superior work ethic.
Skills
Operations Management
Staff Management
Event Coordination
Customer Service
Schedule Coordination
Administrative Leadership
Event Planning
Project Coordination
Administrative Oversight
Relationship Building
Regulatory Compliance
Project Assistance
Team Oversight
Experience
Lone Star College University Park
Houston, Texas
Specialist III, Business Services
03/2024 - Present
University of Maryland Global Campus Europe (UMGC Europe) Vilseck, Germany
Senior Program and National Test Center Coordinator and Site Lead Supervisor
05/2018 - 06/2023
Forecasts required budgets/cash/operating funds for operation.
Supervise part time personnel assigned to operation, direct and coordinate work assignments relative to operation within department.
Report, review, research and reconcile functions for daily student receivable deposits, operating funds, cash boxes, petty cash, and student account status.
Have full accountability for billing and reconciliation of iStar financial functions.
Maintains spreadsheets detailing the funds transferred in and out of the responsible account.
Implements and manages processes assigned to the department ensuring prompt problem identification and resolution including, NSF checks, facility usage billing, catering chargeback, direct pays, credit card applications and declining balance cards.
Receives checks sent from Accounts Payable in locked bags and reviews each check and makes note of who requested it.
Contact vendors to obtain W-9 information and copies of invoices as necessary.
Runs reports to view all outstanding purchase orders that need to be closed out before year-end; emails each requester a list of their outstanding PO's; updates the lists and sends a minimum of 3 notices.
Audit purchase card transactions daily and resolve issues with cardholders.
Trains staff as necessary with iStar, accounts payable processes, and purchasing process.
Sets-up budget accounts and transfers funds amongst divisions to cover future expenses as requested by the Director of Business Services, Vice President of Administration, and staff from both the campus and satellite centers.
Submits void and re-issue forms for checks that need to be voided/stopped/re-issued to System Office.
Responsible for other reasonable, related duties as assigned.
Serves as the direct supervisor for field staff and is responsible for managing the staff performance.
Guide prospective students in their decision-making process by consulting, presenting information about UMGC programs, and possible benefits available in a pursuit of achieving enrollment growth targets.
Supports, directs, and coordinates class scheduling by providing recommendations for classes and cancellations follow up and tracking student populations.
Directs the staff in properly documenting, maintaining, and tracking all student interactions, information, and progression through the CRM system.
Serves as a National Test Center representative and ensures quality assurance of the National Test Center program at the site.
Drive new student recruitment and first term success to ensure quality service is provided and provide the student with professional courtesy and timely responsiveness.
Responsible for all program coordination, academic advisor duties to include admissions, correspondence with students, marketing, and academic planning.
Prepare degree planning worksheets based upon students' specific degree goals and provide general advising and program planning to UMGC students.
Develop referral leads for new students through students, alumni, staff, and faculty.
Act as a liaison for prospective students by assisting with all admissions processes and requirements to include registration, degree planning, and DOD funding programs.
Organize and participate in local education fairs and community outreach, Open Houses/Webinar, Semester Start-Ups, Student Appreciation Days, UMGC Commencement and Alumni Homecoming, local graduations and Military Academic Achievement Awards ceremony, and other events as needed, professionally representing UMGC.
Maintain and provide accurate information on admissions process, program requirements, first term student success /retention initiatives, policies, procedures, and dates/deadlines.
Assist students with admissions requirements, registration and actively work with the teams to improve processes and increase enrollments.
Conduct classroom presentations virtually or on site to increase awareness of FAFSA, Scholarships, Military TA, VA Education Benefits, UMGC’s online classroom, program articulations and the transfer process.
Provide daily customer service and communicate with prospective, returning, and current students in a fast-paced in-person environment and through phone, email, Salesforce, divisional virtual office (DVO), and social media communications.
Highly visible and dynamic throughout the community by developing and directing marketing events, outreach programs, and working closely with the military organizations’ leadership.
Independently represented UMGC throughout the region by attending and advocating UMGC programs at social events, military events, Veterans events, job fairs, and community functions and fairs.
Report to and assist the Regional Director (RD)/Assistant Director (AD) with coordination of CRM outreach completed by regional staff.
Identify site-specific outreach initiatives and coordinate with RD/AD and CRM for implementation.
Works with the Education Service Officer (ESO) and Education Service Specialist (ESS), Counselors, Education Center Personnel, and the University of Maryland Global Campus (UMGC) Overseas Administrative Staff to administer UMGC Overseas programs.
Supports and assists in all class scheduling through providing recommendations for classes and cancellations, follow-up, and tracking student populations.
Possessed a thorough understanding of UMGC policies, procedures, and systems to guide students effectively.
Handles all admissions and registration duties to include, but are not limited to, managing student cases in Salesforce, data entry, outreach, and maintaining accurate records.
Defense Commissary Agency Vilseck, Germany
Sales Store Checker
02/2018 - 04/2018
Receives funds and operates a cash register scanning system which records unit prices in proper amounts and accounts (i.e., grocery, meat, produce, and other selective items)
Individually input item codes and/or prices when items do not properly scan.
Totals purchases and collects, validates, and processes payment including cash, checks, debit and credit card transactions, electronic benefits transfer transactions, and coupons.
Makes correct change and/or provides cash back to the customer depending on the nature of the payment transaction.
Responds courteously to patron questions concerning order processing and item costs.
Conducts cash count and negotiable instruments and prepares an accountability report.
Duties also include managing the self-check-out registers and assisting customers in the correct processing of their purchases.
Based on store policy, and prior to purchase, may be required to check the identification card of patron to ensure he/she is an authorized user
Responds to questions and/or issues raised by customers using knowledge of the specific commissary store and established procedures.
Seeks management assistance in situations which are not routine
The Home Depot Frederick, MD
Head Cashier
09/2015 - 04/2016
Provides customers with fast and friendly service.
Demonstrates the ability to process transactions quickly and accurately.
Processes transactions efficiently (seconds per transaction), minimizes voids/clearance actions, minimizes quantity key usage, and maximizes scanner usage.
Demonstrates the ability to efficiently and accurately process returns and exchange transactions.
Knowledgeable of all Self-Checkout procedures
Coached customers on the use of Self-Checkout and assisted customers
Demonstrates knowledge of cash handling policies and procedures
Handles dissatisfied customers or customer complaints effectively, defuses negative situations as appropriate; show diplomacy; guides toward positive resolution; conveys a sense of competence and effectiveness to customer.
The Next Day Blinds Frederick, MD
Retail Assistant Manager
12/2014 - 08/2015
Serve as Assistant Manager for a fast growing and high-end home decor manufacturer and retailer in a fast-paced market.
Provide clients with consultative design assistance and assist them in discovering their needs and vision.
Provided professional, polite, and engaging customer service providing a variety of layouts, materials, designs, and purchase options.
Provided advice and assistance to clients with making the absolute best choice of materials to suit their home's décor and budget.
Provided extensive knowledge and experience in this field due to my working with leading customer service providers in the luxurious hotel industry, executive heath care and a leading and nationally recognized educational provider.
Used the Point of Sale (POS) system to record client information.
Provided prompt and professional follow-up actions.
Thoroughly and expertly explained all facets of the purchase process and the installation.
Process to include delivery procedures, warranties, special financing plans and other features of our business model.
I consistently work on building lasting relationships with customers by contacting them to follow up on purchases and satisfaction reviews.
I consistently increased my product knowledge and acted as the subject matter expert for the company.
I was the consummate collaborator and team player and ensured that every customer received the best service possible.
I also performed showroom maintenance tasks including maintaining the cleanliness and attractive appearance of our showrooms.
The Home Depot Bethesda, MD
Special Services Specialist
05/2014 - 12/2014
Assist customers with special orders and projects that require installation.
Ensure that customers receive both the products they ordered and the services they requested in an accurate and timely manner.
Provided excellent customer support to vendors, installers, associates in the store, trucking/shipping companies and the customers themselves to ensure that excellent customer service is achieved.
Responded to customer inquiries via telephone or in person and resolved all questions that arose.
Provided fast and friendly service, knowledgeable about products and services offered by The Home Depot and answered questions about the merchandise for the customer's level of expertise.
Promoted special services offered at the Special Services Desk, Tool Rental, and Pro Desk.
Thoroughly knowledgeable of other Home Depot companies and recommend them to customers.
University of Maryland Global Campus Asia (formerly UMUC) Waegwan, South Korea
Senior Enrollment Specialist
07/2009 - 09/2013
Promoted academic programs to a population of over 3,000 personnel.
Extensively marketed UMGC programs throughout the community and region.
Increased enrollment by over 120% for more than 4 years.
Possessed a thorough understanding of UMGC policies, procedures, and systems to guide students effectively.
Handles all admissions and registration duties to include, but are not limited to, managing student cases in Intranet, data entry, outreach, and maintaining accurate records.
Develop referral leads for new students through students, alumni, staff, and faculty.
Act as a liaison for prospective students by assisting with all admissions processes and requirements to include registration, degree planning, and DOD funding programs.
Guide prospective students in their decision-making process by consulting, presenting information about UMGC programs, and possible benefits available in a pursuit of achieving enrollment growth targets.
Independently represented UMGC throughout the region by attending and advocating UMGC programs at social events, military events, Veterans events, job fairs, and community functions and fairs.
Coordinated extensively with the Regional Office for course development.
Provided all program support for faculty, staff and students which included transportation, lodging, and IT support.
Provided administrative control of the remote office and maintained supplies, IT equipment and budgets.
Earned Second Bachelor's Degree in Human Resource Management (Dean's List) while working full time.
Selected as the University of Maryland Global Campus (UMGC) President's Award recipient in 2012.
Selected as the Employee of the Quarter in 2009, 2010 and 2011.
Received several outstanding employee awards from UMGC management throughout my time with UMGC Asia.
Education and Training
University of Maryland Global Campus MD, United States
Master of Business Administration (MBA) in Business Administration
December 2021
GPA: 3.667
Completed
Credits Earned: 36
University of Maryland Global Campus (formerly UMUC) MD, United States
Bachelor of Science in Human Resources Management (Second Bachelor's Degree) in Human Resources Management
August 2012
GPA: 3.533
Completed
Credits Earned: 45
St. Paul University Quezon City Quezon City, Philippines
Hotel and Restaurant Management (First Bachelor's Degree) in Hotel and Restaurant Management
March 1993
GPA: 2.640
Completed
Credits Earned: 120
Certification
Undergraduate Certificate in Human Resource Management, UMGC, completed in December 2011, Credits Earned: 18
Certifications:
Management and Strategy Institute
-Project Management Essentials Certified (PMEC)™
-Business Management Essentials Certified (BMEC)™
-Lean Six Sigma White Belt Certified - v4.0
References
References available upon request.
Accomplishments
MSI Six Sigma Rising Star Award.
Employee of the Quarter/Month and Employee of the Year several times.
Recognized on numerous occasions by senior leadership for outstanding performance.
Selected for UMGC Presidential Award winner, 2012.
Activities and Honors
Frequent volunteer for USO events and military special events
Panel member for selection panels 25 times in past 6 years
Election Judge for federal and state elections
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