Business Systems Analysis ~ Automation/Technology ~ Administrative Operations

 

 

 

Ø  Offering broad-scope experience in client-focused industries, with expertise in business functions spanning Customer Service, Administrative, Human Resources, and Technology

Ø  Excel in evaluating operations to define strategies for streamlining functions, enhancing systems/ processes, implementing technology-driven solutions, boosting workflow efficiencies, and maximizing bottom-line performance

Ø  Strategically prioritize, coordinate, delegate, and manage workflow/projects to optimize use of time and resources and achieve objectives in fast-paced, deadline-driven environments

Ø  Dynamic sales, business development, customer service, and client relationship management skills

Ø  Expertise in researching, analyzing, troubleshooting, and resolving complex customer issues

Ø  Motivating leader experienced in training and supervising top-performing teams

 

California State Automobile Association-San Francisco, CA                                                         1996-2009

Travel Agent, District Office; 2006-2009

Consulted with clients to define travel needs and provided customized presentations to facilitate sales of cruises, tours, air travel, rail packages, and independent travel; consistently achieved revenue goals

Conducted thorough research, evaluation and comparison of competitive vendor packages to identify and secure optimal services for clientele

Proficiently analyzed, troubleshot and resolved escalated customer issues to ensure continual delivery of quality service

Thoroughly researched complex travel rules and regulations for compliance

Sales and Services Associate, District Office; 2001-2006

Transferred to District Office to work in multiple areas including DMV, cashiering and Auto Travel, with key focus on selling, cross-selling and up-selling services and providing world-class customer service

Applied a creative, solutions-oriented approach toward overcoming challenges to consistently achieve and surpass performance goals in both sales and customer servicing

Decisively made complex business decisions supporting Enterprise objectives; assumed personal accountability for collaborative achievement of organization success

Contributed strong prioritization, organization and multi-tasking skills toward efficiently steering workflow and projects to meet critical timelines

Administrative Assistant, Corporate Office, 1996-2001

Expertly researched and resolved management, customer and user inquiries related to workflow of automated audit-tracking system

Successfully boosted operational efficiencies by creating and maintaining system enhancements targeted toward streamlining customer database

Productively summarized and cataloged member correspondence to Executive staff and directly responded to and resolved related customer issues

 

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Career Track continued

 

Selective Media-San Francisco, CA                                                                                              1993-1995

Customer Service Supervisor

Demonstrated dynamic leadership skills in supervising a 20-member phone sales team

Ensured effective distribution of high-volume inbound phone calls through strategic coordination and management of staff and workflow; closely monitored incoming calls for quality control

Performed diverse administrative functions including timesheets computation, correspondence production and word processing

 

Prior Experience

 

Customer Service Operator, Pacific Telephone

Computer Instructor, Thomas Jefferson Elementary School

Customer Service Representative, Sears Headquarters

 

 

AA Degree in Criminal Law, Northwest Junior College-Senatobia, MS

Certificate of Merit-Secretary, Miller Hawkins Business College