Customer Service Training

Elizabeth M. Pace, MBA

****-*** ************ **** • Raleigh, NC 27606 Mobile 919-***-**** • Home 919-***-****

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

Profile

Summary Statement: Enthusiastic, strategic, results-driven leader and Master of Business Administration, experienced in program and HR managing, training, customer service, accounting, office administration, consultative sales, and analyses who strives for excellence and is proficient with computers, technology, and usage in business applications. A dynamic leader who generates results and values human capital.

Skills:

Online and classroom teaching

Analysis

HR Development / Management

Sarbanes-Oxley Act

GAAP Compliance

Assessment

Mentoring

Accounting / Auditing Practices / Technology

Research and Analysis

Training and Managing

Organizational Development / Diagnosis

Information Technology / Information Systems

SmartSuite

Microsoft Office

Windows / Macintosh Environments

Project Management

Desktop Publishing

Conference / Event Planning

ERP / collaborative systems

Negotiating

Skill Highlights

Analyzing, Mentoring, Assessing, Advising, Research, Online Learning Expertise, Accounting, HR, Negotiating

Core Accomplishments

• Successfully maintained 90-100% placement rate for seven years at Center for Employment Training (CET), an international vocational training institution.

• Grew CET-Durham’s Business Office Technology skill to record enrollments through referrals to add a second class and full-time instructor.

• Voted Employee of the Quarter in 2006 and nominated in 2007 by trainees of CET.

• Recognized as Originator of the Month with national lender, Chase Mortgage Brokers.

Professional Experience

Online Faculty/Facilitator, University of Phoenix Online, College of Education, Phoenix, Arizona, Currently

Advise and teach online graduate students in Critical Issues and Trends in Adult Education course(s) part-time. Challenge adult students by developing syllabus and training materials that develop research, critical thinking, composition, and conclusive analytical skills. Direct online discussions facilitation to develop critical thinking and analytical skills. Assess assignments, and provide intensive feedback, focusing on student development.

Business Office Technology Instructor / Advisor / Job Developer,

Center for Employment Training (CET), Durham, NC, May 2002 – March 2011

Managed and trained enrollees consisting primarily of special and hard-to-serve populations technical and professional skills. These skills included Microsoft Office Suite; Windows XP, Vista, and 7; business ethics; office management procedures; English skills, Business Math, business science, Internet fundamentals, and basic economics. Developed and recommended action plan for students to successfully complete program, secure employment, and make plans for future progress and development. Developed curricula and tests for trainees to measure proficiency. Developed and managed administrative reports on students’ performance and progress. Advised and counseled students on personal problems, academic assessments, personal development, job-search, and resume preparation skills.

IBM Trainer, Monarch Services – Raleigh, NC, 2000-2002

Trained IBM administrative candidates technical and professional skills in SmartSuite, including Lotus Notes and Calendar, Lotus 123, Lotus WordPro, Freelance Graphics, and the Web. Assessed candidates’ skills and recommended candidates for placement or alternatives. Developed curriculum and testing for training and professional development. Developed daily, weekly, quarterly, and annual testing and reporting for monitoring and assessing candidates’ and placed contractors’ skills and progress.

Corporate Office Manager, Monarch Services, Durham, NC, 1999-2000

Managed marketing proposals, office administration, supply inventory, and operations analyses for the CEO Controller and Director of Corporate Affairs. Developed weekly, quarterly, and annual budget analyses for executives. Managed corporate communications and conducted research for proposals and reports. Developed and managed training manuals for Operations and Human Resources. Managed troubleshooting for all facets of business including computer problems, operations, and daily logistics.

Loan Officer, Chase Mortgage Brokers – Cary, NC, 1998-1999

Reviewed, processed, and closed applications for home mortgage loans and home equity loans. Brokered loans to lenders for best customer solutions. Specialized in closing cases with difficult situations. Collaborated with attorneys for appraisals, title searches, and closings.

Project and Office Specialist, Various Staffing Companies - Raleigh, NC, 1994-1999

Developed price proposals for Nortel’s Pacific Bell account. Retrieved and analyzed data from mainframe systems such as FileMaker Pro PRISM, NT, Access, PEDMIS, CADES, COATS, Fortune, SMQT at Nortel. Tracked and managed SAE records. Managed meeting planning and documentation, tracked projects, processed models, and produced graphic visuals for BB&T project team during development of online banking campaign. Trained peers as PowerPoint resource person. Managed NDA scheduling and documentation for GlaxoWellcome’s LAMICTAL clinical research team. Conducted research, developed grant proposals, and managed office for BHA Associates.

Research Assistant, Governor’s Commission on Workforce Preparedness, Raleigh, NC, 1988-1994

Managed desktop publishing, printing for Workforce Preparedness division of Governor’s office. Managed database design and maintenance, office administration, research and data analyses, reports, and staff training. Coordinated national annual conference for government professionals. Designed, composed, and edited quarterly newsletter. Designated as delegate for state dignitaries; managed Macintosh LAN.

Teller, State Employees’ Credit Union, Raleigh, NC, 1978-1979

Ensured timely and efficient completion of customer-focused transactions while maintaining accurate records and thorough proper handling of all monies assigned.

Accounting Clerk, State Capital Insurance Company, 1975-1978

Managed accounts payable functions to include matching invoices with receipts and purchase orders; coded invoices with account numbers and vendor IDs. Produced bank reconciliations by comparing check register with bank statements to create a list of outstanding checks; compared daily cash log with bank statements to create cash variance and cash-in-transit report; transferred all credit card transactions from bank statements to Excel file.

Education

Master of Business Administration: Human Resource Management

Colorado Technical University Online, Colorado Springs, CO 3.8 GPA

Bachelor of Science - Business Accounting Technology 3.9 GPA

ITT Technical Institute – Indianapolis, IN

Keywords: analysis, business, teaching, training, accounting, HR, IT

Professional Affiliations

National Technical Honor Society, ITT Technical Institute Program Advisory Board, UNC Parents Group, Obama Organizing Fellow, Reiki Master - The Conscious Healing Initiative

Contact this candidate