Manager Customer Service

Maddi Misheloff

Home: 925-***-**** Cell: 925-***-****

**************@*******.***

EXECUTIVE SUMMARY

Administrative professional with over 15 years of experience in a wide range of business environments. Skilled in providing exceptional client service, managing multiple projects under tight time constraints and creating systems that increase efficiency and reduce cost. Highly collaborative with the ability to establish successful relationships across all levels, including C-Suite executives. Strong technical skills include proficiency in MS Office suite, SAP and a variety of databases.

PROFESSIONAL EXPERIENCE

Project Coordinator 2007 - 2011

PDI Ninth House, San Francisco (global human resources consulting company)

Pivotal member of the project management team responsible for more than $1 million annually in leadership assessments delivered worldwide to Fortune 100 and Fortune 500 clients. Administered assessments, provided guidance to clients with respect to assessment products, managed projects within established timelines and distributed confidential reports. Tracked progress and profitability on all client projects and monitored payments for past due accounts receivable for all clients. Produced monthly reports for client executive teams. Successfully handled emergency trouble-shooting for system issues.

• Awarded for being instrumental in increasing major client billings by 60% through exceptional customer service.

• Brought assessment delivery error rate down to zero by providing extensive training to global administrative teams.

• Consistently received superior client satisfaction ratings.

• Trusted to protect sensitive and confidential data.

• Leveraged strength of relationship with high-level executive to collect severely delinquent invoices ($80,000) from a high profile client.

• Created system that enhanced credibility with clients and prevented invoices from reaching delinquent status by eliminating errors.

• Enhanced sales and marketing effectiveness by researching and identifying information about privately-held organizations.

Office Manager 2001 - 2007

Vacation Discounters, insert location (internet-based travel agency)

Rapidly promoted from part-part time Executive Assistant to the agency President and Vice President to Office Manager, with responsibility for managing all office operations. Oversaw 18 independent contract agents and one assistant. Maintained company database, reconciled monthly commission statements, set-up and maintained system for tracking clients’ information, and maintained marketing material inventory. Created and maintained spreadsheets, invoiced vendors and monitored accounts receivables. Answered and screened a high-volume of incoming calls, resolving customer needs or escalating as necessary.

Maddi Misheloff Page 2

Office Manager, Vacation Discounters continued

• Created an easy-access system that tracked marketing, vendor and customer information for accuracy and current status. This tool was so effective that it was used to improve many other aspects of business operations.

• Developed strong relationships with a wide range of clientele leading to repeat business.

• Created new processes for collection of monthly dues and vestment that offset company overhead.

• Successfully evaluated, interviewed, recommended, and trained new-hire assistants.

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• Sold and arranged travel for a number of drop-in or call-in clients, building my own small client base.

Office Manager 1992 - 2000

Therapy Resources, Alameda, CA (medical, physical therapy and chiropractic equipment and supplies)

Provided executive and administrative support to the owner. Created and maintained confidential information and documents. Performed accounting duties including employee payroll, accounts payable and receivable and tracking customer payments. Created and maintained processes for documentation of company operations. Managed vendor and client relationships across the U.S.

• Insured timely receipts thereby keeping past due payment status to a minimum.

• Built and maintained successful relationships, based on mutual respect and trust, with colleagues, vendors and clients alike.

• Successfully compiled and submitted quarterly sales tax filings ahead of mandated deadlines.

EDUCATION

Bachelor of Science, Medical Technology/Biology, American University, Washington, D.C.

SYSTEMS

Microsoft Windows Office Suite (Word, Excel, PowerPoint, Outlook), SAP, QAT, Access, Siebel, Citrix (AIM, AID, GAIN)

COMMUNITY SERVICE

Director and Member of Board of Directors, Dublin Lions Club International

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