Customer Service Management

SUMMARY OF PROFESSIONAL QUALIFICATIONS:

Seasoned professional whose honesty and integrity provide for effective

leadership and optimal business relationships. Understanding and knowledge

of organizational development issues including organizational culture, team

building, personality types, relationship building, and change management.

Ability to exercise discretion, confidentiality and judgment in dealing

with sensitive issues. Conscientious go-getter who is highly organized,

dedicated, and committed to professionalism. Possesses strong bilingual

oral and written communication skills. Possess excellent time management

and organizational skills. Possesses keen instincts for problem solution as

an effective team member.

PROFESSIONAL EXPERIENCE:

ACCOUNTING Experienced in posting journal entries, reconciling

discrepancies, and compounding monthly

accruals. Performed various confidential matters in the

absence of the company Treasurer. Knowledge and experience in order

confirmation and invoicing. Knowledge and experience

in issuing customer credits and investigating credit

applications. Processed expense reports for executives,

managers, and field engineers.

ANALYST Experienced in reviewing account activity,

researching of financial data,

troubleshooting problems, and interacting with clients and internal

partners involving turnaround projects for

petroleum and chemical storage units in California.

Knowledge and experience in Receiving and Costing of warehouse inventory.

EXECUTIVE ASSISTANT Provide confidential executive-level support

to the President. Manage and coordinate the

administrative functions within the office of the President. Direct

involvement with meeting minutes, ad hoc presentations,

and preparation of corporate communication

materials for the Executive Management team, as

requested by the President. Organize meetings and special events including

direct involvement with meeting materials and

presentations as requested by the President.

Maintain liaison with all levels of management to coordinate and resolve

problems and issues related to administrative matters of

internal or external nature.

FINANCE Managed the premium finance department for a $20

million insurance company. Responsible for paper

flow, money flow, accounting and regulatory reporting for

over $5 million in premiums financed.

HUMAN RESOURCES Participated in the development of the Employee

Handbook. Experienced in auditing individual

appraisal, informal feedback, and development planning processes.

Administer 401K, health insurance, dental insurance, and Short-

term Disability benefits. Knowledge and experience

in all aspects of Employment Law. Prepared payroll

data for ADP. Maintain employee files. Handled wage deductions.

Responsible for interviewing and testing candidates for

employment. Responsible for employee termination and

exit interviewing.

ORGANIZATIONAL

DEVELOPMENT Responsible for recruiting, orienting, and

training of office staff. Participated in

improving the staff orientation and training processes. Handle professional

development and mid-level management coaching.

Participate in all aspects of staff performance:

performance evaluation, progressive discipline, mediation of staff

disputes and grievance procedures in accordance with state and

federal laws. Responsible for leadership training

program in our Monterrey, NL office. Established

training programs for staff in regard to all aspects of workplace

performance and professional development. Develop and

conduct training and development programs for new

Agents. Counsel Managers and Agents on the legal aspects of HR and

assuring company compliance.

OFFICE MANAGER Maintained an organized office schedule for a $22

million insurance office. Including conference

planning and travel, information and data processing, records

management, telecommunications management, personal property

procurement, supply, and disposal. Entrusted with the

most complex customer service issues as a result of

exceptional ability to promptly resolve concerns and satisfy customers.

Responsible for board meeting presentations. Manage

company-wide international social events and

international business conventions.

O.D. PORTFOLIO * Corporate Development Programs

* Performance Management Audits

* Organizational Development Interventions

* Cutting Edge Consultants- Case Study

* Leadership Skills Presentation

WORK HISTORY: EXECUTIVE ASSISTANT TO THE PRESIDENT & CEO

June 2009 - Present

Twist Education, LLC.

San Antonio, TX 78216

HR COORDINATOR/PREMIUM FINANCE COORDINATOR

March 2003 - June 2009

HR COORDINATOR / OFFICE MANAGER

August 1999 - March 2003

National Unity Insurance Company

San Antonio, TX

ASSISTANT TO CHIEF FINANCIAL OFFICER/HR ADMIN ASST

Baptist Health Network

San Antonio, TX

August 1998 - August 1999

CORPORATE ACCOUNTS PAYABLE

Field Container Co., LLP

Elk Grove Village, IL

April 1996 - November 1996

EDUCATION: University of the Incarnate Word

Bachelor of Arts: Psychology of Organizations and

Development

December 2005

San Antonio College

Project Management Certification - March 2006

Leadership and Management Certification - August

2003

Loyola University of Chicago

August 1981 to May 1983

School of Nursing

LANGUAGES: Spanish

AFFILIATIONS: Licensed Realtor, Member of SABOR, Texas

Notary Public

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