Customer Service Project Manager

DARLENE A. PERREZ

***** ****** *** #*** ****** Del Rey, CA 90292 951-***-**** ********@*****.***

ADMINISTRATION MANAGEMENT

College graduate with 7 years’ experience in providing support as an HR/Office Manager. I’m highly motivated, energetic, and proactive. I’m able to meet commitments, handle multiple projects and priorities, create accurate and punctual reports, share information and ideas with others, good listening skills, and bilingual in English and Spanish.

CHARACTERISTICS & SKILLS

• Excellent planning, time management, communication, and problem-solving skills with demonstrated ability to promote a positive work environment.

• High standards of customer service. Build rapport with customer, committed to meet customer expectations

• Able to work independently and prioritize tasks based on Company and customer needs.

• Working knowledge of Federal Labor Laws.

• Proficient in all MS Office applications

• Friendly, professional participative management style. Demonstrate ownership and accountability

• Human Resources: benefit entitlement, retirement plans, stock (option ease system), & payroll (ADP, Paychex, and administaff systems) administration, personnel administration (i.e. recruiting, new-hire orientation, welcome committee, H1-B visa, audit HR files for accurate and updated employee documentation, leave of absence, counseling, PTO, disciplinary action, annual review (success factors), etc.). Employee Relations; make hiring, promotional and salary decisions for clerical and temp needs. Provide training and technical supervision to support staff and interns. New-hire Set-up and IT coordination needs. Motivate and monitor the progress of work performed by staff.

• Status Reporting: financial statements, project plans, cash control, and A/P-R (QuickBooks), progress, and results of activities to assist with annual audits. Develop, enhance, and maintain information systems to support project operations. Coordinate and assemble confidential documentation. Ensure completeness and accuracy of the documentation for submission to executives. Maintain office archiving of directories & folders; constantly evaluating to improve efficiency of workflow.

• Office Operations: Created and implemented office policies: established standards and procedures to be in-line with corporate office and company mission, measuring results and making necessary adjustments. Managed P.O. Log, Company credit cards and accounts, and petty cash. Travel administration and expense report reconciliation, requisition of office supplies, manage flow of correspondence, formulate procedures for systematic retention, protection, retrieval, transfer, and disposal of records, manage company calendar and event coordination, phone administration (i.e. maintain office messages & voicemail, troubleshooting, directing & screening callers, updating office directory), greeting, directing, hosting guest, equipment and facilities maintenance (i.e. keep-up professional appearance of grounds and common areas by supervising janitorial and landscape service, supervising handy-man on any repairs, and liaison with vendors), property management (i.e. liaison between city, contractor, architect, and designer, interface with property owner, manage all keys to property, contracts, company vehicles, or company owned property, and security crew. Distribute and track company property), vendor management (evaluate and secure vendor contracts for cleaning service, office security, telephones, food & beverage, and office supplies & furnishings based on pricing and value).

PAST EMPLOYMENT

HR / Office Project Manager 2008 to 2010

CODA Automotive, Santa Monica, CA a fast growing all electric vehicle company focused on releasing a highway speed car in 2010.

• Plan, coordinate, and schedule day-to-day HR and office activities to meet Company objective for an office of 85 employees. Assist CFO in managing all phases of a variety of short and long term special projects for Company needs. Primary contact for all office and HR issues in all three locations. Serve as liaison between management, and employees.

• Supervised 6 administrative support staff (hired as needed), assigned & monitored clerical functions, check work, ensure performance standards, and define & maintain schedules. Verified and code timesheets and hours worked with in-house payroll for temp and non-exempt staff. Actively assist and provide direction to subordinates as required.

• Conducts training sessions for professional development, one-on-one meetings with each employee, evaluate performance vs. expectations.

• Engaged with employees and interact with customers. Resolved all internal and external customer inquiries or grievances. Able to foster a team atmosphere among staff.

• Manage and maintain procedures, policies, and processes, in partnership with operations, utilizing correct codes and invoicing procedures.

• Improved employee relations by implementing feedback process to ensure employee needs are met.

• Promote positive work environment by facilitating, attending, and scheduling office team building activities, including yearly Holiday events and quarterly “All-Hands” meetings.

• Ensure legal documents are processed and handled in a timely and efficient manner in order to comply with appropriate regulations and deadlines. File and archive all documents in compliance with state and federal documentation laws. Including preparation of agreements and contracts.

• Developed office policies and procedures for break room, mail room and conference rooms to ensure consistent scheduling and organization. Reduced office supply costs $4K annually by renewing and negotiating a better contract. Streamlined mail distribution and delivery process by centralizing all mail activity.

• Prepared yearly budget with accounting and operations department, based on past expenses and future needs

• Comply with all OSHA requirements for office safety and security.

• Coordinated move of entire office in 2009 to new facility. Also, coordinated renovation to new space and future HQ with new carpeting, paint, and furniture; came in $7K under budget for project.

• Utilize MS Office applications for inventory and tracking of office supplies and vendor relations.

• Created and tracked all expenses and client account codes utilizing QuickBooks accounting software

Project Administrator 2006-2008

Westcoast Communications (a Quanta affiliate), Upland, CA a telecommunication service provider for Outside and Inside Plant construction design.

• Recruited to fulfill a broad range of office operations, payroll and HR administration functions for an office of 50+ employees.

• Supervised 3 clerical staff (hired as needed), assigned & monitored clerical functions. Provide daily guidance and support. Verify and code timesheets and hours worked with in-house payroll.

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• Developed automated systems and processes utilizing MS Excel and Access in order to efficiently manage client accounts.

• Managed all internal and external customer inquiries or issues, including preparation of agreements.

• Managed project budgets, collections, and subcontractors inquiries.

• Prepare monthly reports based on past expenses and future needs.

• Served as key resource for project financial information. Prepared and directed the preparation of financial reports as required. Analyzed variances and initiated corrective action on the master file which had a budget of $2-$2.5 million. Provided historical data and projections on current scope of work. Kept management informed of all projects with summarized reports.

• Comply with all OSHA requirements for office safety and security.

HR / Office Manager 2003-2006

Morrow Cable Construction, Buena Park, CA A Disabled-veteran, Minority owned Company, which specializes in telecommunications construction design integration.

• Recruited to fulfill a broad range of office operations, payroll and HR functions.

• Supervised 1 clerical staff (hired as needed), assigned & monitored clerical functions. Verify and code timesheets and hours worked with in-house payroll.

• Resolve grievances.

• Conducts training sessions for new hires

• Developed marketing and advertising material to attract new clientele; resulted in 2 new client accounts which brought in $750K in work from MCI and Edison.

• Facilitated new client accounts through referral and leads program through employees and their contacts.

• Meet with contractors for scope of work and payment on completed progress work.

• Developed operating and customer service procedures.

• Worked with accounting manager to track all expenses and ensure the company was within budget. Worked with QuickBooks to manage and reconcile accounts.

• Developed, prepared and edited reports, brochures, and manuals as needed.

• Served as key resource for company information. Identified and determined topics or subjects for various projects.

• Assist owner, Robert Morrow, with development of short and long-range goals and objectives.

EDUCATION & CERTIFICATIONS

California State University, San Bernardino, CA

Bachelor of Science (BS) in Business Administration, 2003

Concentration in International Business

Notary Public-Commission # 1821749, Los Angeles County, CA

HR Management Training Conference, Diamond Bar, CA

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