Customer Service Program Manager

Caroline S. Carnes

Rhoadesville, VA ***** 540-***-**** *********@*****.***

SENIOR ADMINISTRATIVE SUPPORT SPECIALIST

Specialist in financial administration, business analytics, technical documentation, and graphic presentations.

Over two decades of experience as an innovative business professional with broad range of skills, contract analysis, developing spreadsheets, and automating processes to increase productivity and reduce waste. Talent for managing projects from initial concept through completion with on-time and under-budget delivery. Effective at team building, learning new technology, and writing succinctly to ensure compliance with business objectives.

CORE COMPETENCIES

Business Analytics Budgeting Contract Analysis Vendor Relations General Ledger Trend Analysis Graphic Presentations Technical Documentation Workflow Automation Visual Basic for Applications (VBA) PowerPoint Excel Word Publisher Print Production

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE GEICO Fredericksburg, VA 2023 to Present

Work in fast-paced environment, answering calls regarding auto insurance policies and helping clients find best solutions. Deliver outstanding customer service when discussing billing questions and policy changes; offer applicable recommendations when needed. Licensed in CA, DC, DE, MD, NC, PA, TN, TX, WV, VA.

•Create trust with customers by providing excellent communication and empathy to quickly resolve issues.

•Increase customer value by delivering personalized service and thoroughly documenting concerns to improve interactions during future inquiries.

•Ensure positive policyholder feedback by presenting complex information about protection and coverage in an easy-to-understand manner, addressing questions, redirecting calls, or offering solutions.

ADMINISTRATIVE SUPPORT SENIOR SPECIALIST Lockheed Martin/TRC/BrilliT Fredericksburg, VA 2011 to 2022

Played key role in procurement processing, created order changes, analyzed quotations, and negotiated prices. Wrote technical information, automated workflow, and provided Microsoft Office support for help desk. Supported program manager in developing the LM Program Assessment Review by completing detailed research, preparing supporting materials, and creating presentations.

•Designed and maintained accounting system to track actuals against customer budget, providing variance and real-time available balance.

•Improved productivity 20% using VBA to automate invoice approval

•Reinforced service and labor objectives for program manager’s meetings by producing monthly, quarterly, and annual contract-specific analyses.

•Negotiated cost-saving multi-year maintenance and support for contracts with vendors including Oracle, SAP, and Hewlett-Packard.

•Tracked contract compliance by producing detailed labor analyses and graphic reports for program manager.

MARKETING ASSOCIATE VER Marshall, VA 2010 to 2011

Organized office procedures, coordinated deliveries, maintained wholesale/retail documentation, and managed FedEx/USPS shipments. Created marketing opportunities by redesigning product information and point-of-sale material.

•Guaranteed billing accuracy by maintaining correct documentation using Excel spreadsheets.

•Boosted product sales by revising in-store and trade show brochures.

MARKETING ADMINISTATION MANAGER ASIS International Alexandria, VA 2006 to 2010

Organized office procedures and supervised graphic designer/production coordinator. Coded and approved all invoices, negotiated contracts, and coordinated interdepartmental marketing requests. Managed membership-list sales and supervised print-ad closings. Evaluated and made marketing recommendations areas based on five-year trend analysis, analyzed marketing financials, and impact of broadcast emails on website traffic.

•Boosted market understanding by analyzing and reporting on quantitative and qualitative marketing data.

•Saved company $30K by assessing and restructuring print production to perfect final product quality

•Received award for proposal exceeding $65K annually.

•Produced, 72-page catalog $20K under budget by moving from letter press to web offset print process.

EARLIER EXPERIENCE

PORTFOLIO ASSSOCIATE Citigroup, Smith, Barney Asset Management New York, NY

Worked for multiple boards of directors, providing detailed information on 60 equity, fixed income, and money market funds. Designed, automated, and produced board material before deadlines.

•Guaranteed compliance with US Securities and Exchange Commission by accurately reporting soft trades, cross trades, and IPOs.

•Provided excellent customer service by collaborating with board members, portfolio managers, mutual fund, accounting, legal, and compliance teams.

•Ensured BOD had current information by automating and compiling data from trading information systems with associated relevant FactSet, Bloomberg, Lipper, and Morningstar ratings.

DESKTOP PUBLISHING MANAGER

Managed the desktop publishing department for Smith Barney Mutual Funds; supervised six full and part-time designers and administrators. Managed marketing materials, including art direction, production, and distribution for public, client, and broker use.

•Originated and automated performance reporting for 54 mutual funds, including art direction and timely print production

•Confirmed regulatory approval of public material by acting as senior-level liaison with portfolio managers, accounting, compliance, and legal departments.

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