Customer Service Manager

JOSEPHINE O. GARCIA

Work Experience:

Hillsborough Community College Jan 2009 – present

Architectural Design and Construction Technology Program

Infrastructure Corporation of America, Tampa, FL

Local Government Liaison & Inspection Coordinator May 2012 - July 2012

• Local Government liaison between Bridge Inspection Services and local government entities. Updated Local Government website article and notified all Local Governments monthly.

• Scheduling / QC monitoring

• Review BridgeWeb system for post inspection data integrity in advance to assure all inspections are scheduled and completed within the required inspection due date.

• Monitor inspection progress to ensure all deliverables meet deadlines.

• Provide weekly reporting of project status to BIS manager.

• Assists in making adjustments to quality scoring.

• Initial Inspections

• Keep the Project Tracking Module current.

• Contact Construction managers / Local Government contact for completion dates, plans, load rating and scour information

• Monitor FDOT district construction reports for completion and scheduling of inspections for State owned structures

• Assign initial inspections

• Feasible Action Review Committee (FARC)

• Schedule and oversee bi-monthly meeting with FDOT and monthly meetings with the Tampa-Hillsborough Expressway Authority (THEA)

• Oversee processing of FARC’s internally

• Attend to all items that are non-work orders

• Update Final QC Queue in BridgeWeb

• Attend FARC meetings as Inspection Representative

• Emergency Response – Be responsive 24/7 for emergency calls

• BridgeWeb

• Provide BridgeWeb customer support to subconsultants

• Scanning / Uploading Bridge plans, reports, load ratings, etc. to BridgeWeb, as needed

• Receive EDMS scanned files and upload to BridgeWeb

• Produce CAD drawings, as needed

Infrastructure Corporation of America, Tampa, FL

Administrative Assistant May 2011 - April 2012

• Keep office entrance organized and presentable. Greet and log in visitors. Process incoming and outgoing mail and faxes. Handle incoming office phone calls. Maintain employee in/out board.

• Maintain file cabinets for Inspection Reports and Load Ratings

• Provide assistance to office personnel, as needed, in coordination with QC Manager

• Create transmittal letters to local government owners and FDOT

• Assist in maintaining Local Government and Client Contact database

• Enter received and submission dates of all final Inspection Reports into BridgeWeb

• Receive and upload scanned reports into BridgeWeb

• Back check Work Order entries in Pontis

• Assist in Maintaining Projects Tracking input

• Assist in uploading EDMS (electronic) documents into BridgeWeb system

• BridgeWeb/IT: provide customer support to sub-consultants; work with BridgeWeb Application Developer in adjusting work flow and procedures.

• Produce CAD drawings, as needed

Coca-Cola Enterprises, Inc., Brandon, FL

Payroll Processor Dec 2007 - Dec 2008

• Process all Union and Voluntary Deductions for both US and Canadian employees.

• Process Adjustments needed for Union and Voluntary Deductions.

• Research information daily regarding Employees, Unions, Pensions and Payments.

• Create spreadsheets, pivot tables and reports to submit monthly payments for deductions and contributions.

• Research deduction information, past dues, and reconciliation of accounts.

Today’s Staffing, Tampa, FL

Front Desk (temporary) Oct 2007 - Dec 2007

• Answered, recorded, and directed phone calls.

• Sent, received, and sorted faxes, emails and regular mail daily.

• Organized and submitted bills for approval and paid accordingly.

• Made travel arrangements and itineraries.

• Prepared conference rooms for meetings and cleaned up afterwards.

• Meet, greet and seated clients.

Accountemps, Tampa, FL

Payroll Coordinator (temporary) May 2007 - Oct 2007

• Processed payroll weekly for 600+ employees.

• Processed all personnel changes, salary increases, refunds and credits, wage garnishments, child support orders, liens, tax levies, standard/miscellaneous deductions, and benefit adjustments.

• Received all Personal Time-off Request forms and recorded information on a formulated and referenced Excel spreadsheet.

• Provided support and training to all Management in 50+ branches (via email and telephone).

• Set-up all Users on EZ Labor (time tracking system), reposted missing punches

• Generated monthly labor report based on each Branch’s reported labor percentage.

D&D Display Group, LLC., Kearny, NJ

Executive Assistant Jan 2003 - April 2007

• Worked closely with President to coordinate office move for start-up manufacturing company, including set-up of new office and factory. Led implementation of new network and introduced operational changes in accounting and payroll systems.

• Responsible for various accounting functions and bookkeeping to include administering reports and financial statements to CPA

• A/R: Generated customer invoices upon completion and shipping of ordered job. Contacted clients weekly for payment status of past due invoices. Copied, recorded and filed all payments and deposits.

• A/P: Reviewed and entered bills on a daily basis. Responsible for vendor management and communication by maintaining a strong professional relationship with vendors. Effectively resolved any discrepancies and outstanding vendor-related issues promptly. Printed checks filed payment stubs accordingly and informed vendors of payments made. Responsible for making all monthly payments including rent, loans, maintenance, expenses and equipment.

• Coordinated meetings with financial officers, prospective vendors and other business affiliate.

• Reconciled and maintained general ledgers for multiple bank accounts and coordinated bank transfers.

• Created various spreadsheets and forms to track all shipments for jobs manufactured in-house.

• Administrative duties: answering and directing phone calls, filing, faxing, copying, mailing of various documents and opening of mail to separate accordingly to the correct department/person.

• Shipping and Receiving: prepared and monitored for all Bills of Lading in and out of warehouse, responsible for contacting freight companies for pickup, labels, manifests and paperwork to match invoices and quantities.

• Process payroll for all employees using ADP Pay Expert and EZLabor Manager system. Track accumulated vacation and sick hours available for all amployees.

Bank of New York, East Hanover, NJ

Bank Teller May 2002 – Dec 2002

• Daily bank transactions including deposit, withdrawals, check-cashing

• Process ATM deposits and night drops.

• Verified in-coming and out-going cash shipments.

• Answered customer service phone calls when needed.

• Promoted sales of bank products and accounts.

Strauss Discount Auto, Parsippany, NJ

Cashier/Sales Associate Apr 2000 – May 2002

• Front Cash-out.

• Restock and shelve items from truck twice a week.

• Change store front, aisles and end caps according to plan-o-grams

• Organized weekly and monthly reports, answered phones.

• Provided customer service to both parts and service departments.

Education:

Academy of Saint Elizabeth - Convent Station, NJ Graduated June 1999

Christopher Newport University - Newport News, VA Aug. 1999 - Dec. 1999

Computer Engineering

County College of Morris - Randolph, NJ Jan 2000 - Aug 2002

Engineering Technology

Hillsborough Community College - Tampa, Fl Due to Graduate Fall 2012

Architectural Design & Construction Technology

Related Training/Skills:

Proficient in: QuickBooks, Microsoft Office, Adobe Acrobat Standard, Adobe Illustrator CS, AutoCAD 2009-2012, UPS WorldShip, FedEx Ship Manager, ADP PCP/W, ADP Pay Expert, ADP EzLabor Manager, Lotus Notes, SAP.

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