Customer Service Manager

Shirley A. Torrence P.O. Box ****

804-***-**** (Home) Chesterfield, VA 23832

804-***-**** (Cell)

Office and support services management/ customer service and staffing management/ executive administrative support

Independently created, evaluated, and maintained administrative support functions in the consumer lending division for a large bank, saving the company 30% in support expenses.

Executive level administrative support for EVP/CFO of a residential building company.

Management and problem-solving for a local service company’s customer service department.

Administrative support for a non-profit company’s directors in a fast-paced and diverse environment.

EXPERIENCE

Finance & Operations Coordinator, Richmond Metropolitan Habitat for Humanity, 3/10-8/11

•Management of office functions; administrative support for affiliate directors; accounts payable tasks. Manage visitors, phones, office equipment functions, and volunteer registration issues.

Executive Assistant, Keystone Builders Resource Group, Inc. 4/06-7/09

•Provided all facets of support to company’s EVP/CFO for legal matters, such as producing correspondence/contracts/ agreements/disputes, interacting with attorneys and state officials as needed, and ensuring that deadlines are met. For approximately 35+ subsidiary companies, maintained and filed various annual reports and other corporate compliance filings with the appropriate state, and ensured that proper status was maintained with each company’s registered agent. Submitted state applications and any necessary paperwork for the creation of new companies. Also requested the necessary documents for the establishment of new /withdrawal of jurisdiction in foreign states.

•Assisted with property and casualty insurance matters (claims, certificates of insurance, rate changes). Acted as liaison between residential builders for the company and our insurance carrier for processing of theft/vandalism claims.

•Researched license requirements for new contractor licenses needed in the various states, prepare and submit paperwork, and ensured that new/existing licenses, bonds, and contractor listing fees remain current.

•Software used: QuickBooks, Microsoft Office, Outlook, company proprietary software, ADP Human Resources System.

Office Manager, Duck’s Enterprises, 10/02-9/05

•Management of customer service, accounts receivable, hiring/training/counseling of personnel, management and administration of office computer systems.

Co-owner and Marketing Rep, What Bug Enterprises, 1/98-4/00

•Start-up business which sol Y2K novelty items.

•Assisted with product design and implementation.

•Performed duties as a sales rep, making cold calls to Virginia/North Carolina area businesses.

Assistant Vice President/Manager of Administrative Services, Crestar Bank, 4/94-11/98

•Management of support functions, which provided document processing, data entry, mail processing, and consumer credit inquiry for a division employing 500+ employees.

•Ensured efficient and cost-effective support, including creating/coordinating various projects for managing and measuring productivity.

•Managed staffing fluctuations for up to 15 full time and temporary employees, to ensure that adequate levels were available for seasonal volume fluctuations.

•Planned, managed, and maintained departmental budget.

•Hired/counseled/trained all permanent and temporary positions.

•Conducted training sessions for management and staff.

•Wrote and maintained procedures manuals for the department.

•Researched and purchased computerized office systems, to include analysis and selection of hardware/software. (PC’s, printers, fax machines, copiers, telephone systems).

•Assisted with creation/maintenance of special application data bases which communicated with a mainframe computer.

COMPUTER SKILLS

•Microsoft Office (Word, Excel, Power Point), Outlook, QuickBooks, WordPerfect

OTHER PROFESSIONAL/VOLUNTEER ACTIVITIES

•Thomas Johns Cancer Resource Center (formerly Hawthorne House Cancer Resource Center). Volunteer Resource Coordinator. Assisted visitors in researching cancer information on computers and from on-site library. Assisted director in planning special events; volunteer at annual Relay for Life event.

•Worthington Women’s Club, active member, Feb. 2001 to Present.

•United Way Loaned Executive. One of two employees selected by my company to serve as a loaned executive for the Richmond area’s local fund raising campaign. Duties included calling local businesses and arranging to speak to employees about United Way’s mission.

•Brad McNeer Memorial Golf Tournament. Conducted silent auction.

•American Business Women’s Association, previous chapter President.

EDUCATION

B.S. degree, Virginia Commonwealth University, School of Business/Office Administration

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