Collections Agent, 10/2019 to CurrentCommunity Newspapers - Miami, Fl.
Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Collected on past due accounts with average 12 months delinquency.
Executive Administrator, 07/2010 to 05/2019Greater Kendall Business Association - Miami, FL
First and foremost, in one bullet point, Administered and total management in office and coordinated all facets for a Non Profit organization consisting of large and small businesses in Kendall Community to help build their businesses through Networking, bringing large and small companies together.
Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
Planned and executed events for employees and clients, including managing logistics, budgeting and vendor relations.
Reviewed information, created models and contributed to decision-making process by forecasting trends.
Maintained protocol throughout routine work days and special events.
Distributed company-wide announcements, booked conference rooms and coordinated catering for annual staff development forum.
Seamlessly interacted with Board Members to plan and complete special projects for monthly Networking Events].
Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
Allocated executive tasks and managed complex calendars and administrative functions.
Managed administrative functions, including complex calendar management with focus on proper allocation of executive availability.
Created appropriate documentation for members of board and senior leadership before meetings.
Responded to emails and other correspondence to facilitate communication and enhance business processes.
Worked with senior management to initiate new projects and assist in various processes.
Accomplished special objectives and projects according to requests from board members.
Maintained office supplies inventory by checking stock and ordering new supplies as needed.
Updated executives on changing business needs by thoroughly documenting internal and client meetings.
Customer Relations Manager, 05/2005 to 10/2008Lexus Of West Kendall - Miami, FL
Developed and implemented standards for staff to provide consistent service to customers as specified in the Lexus Covenant Creed!
Worked directly with Lexus College to maintain employees certification on product knowledge and efficient client retention.
Directed personnel training for sales team and my staff of 14 Customer Service Reps and mentored team members to promote productivity, accuracy and commitment to friendly service.
Developed new employees and on-going performance assessment of current employees with continuous product knowledge.
Established performance and service goals and held associates accountable for individual performance.
Maintained client files with sales contracts, records of client interactions, client notes, and other information.
Performed duties and provided service in accordance with established operating procedures and company policies.
Researched complex problems and resolved issues using personal and professional skills acquired through thirty years of Customer Relations experience with grace, respect and professionalism, always placing their needs and wishes as priorities.
Responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients to ensure satisfaction and insuring truly satisfied returning clients.
Handled complaints, provided appropriate solutions and alternatives within appropriate time-frames, and followed up to ensure resolution.
Created activities and engagements to enhance customer experience, knowledge and patronage.
Managed customer relations on ongoing basis to maximize customer retention.
By running the department
Contraband Enforcement Team and Customer Relations, 07/1989 to 05/2003American Airlines - Miami, Flodida
My first assignment when hired was to work closely with the US Customs Contraband Enforcement Team (CET) with a security team of 12 for different schedules to check incoming international flights arriving from overseas for drugs and contraband left on the planes and report any findings to CET enforcement agents. This was for a period of two to three years until the job was subcontracted.
Sent to Dallas for Training at American Airlines University to become a Passenger Service Agent. After training started my CS job at the MIA Airport.
Announced flight status updates and information about gate changes over PA system.
Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
Monitored security and maintained operational protocols.
Hired, trained and motivated employees to provide exceptional passenger care and support.
Oversaw ticketing, gate and ramp services.
Checked in luggage and confirmed all carry-on items met federal guidelines.
Tagged baggage and routed to appropriate location for loading and screening.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
High School Diploma, 1965
Miami Senior High School - Miami, FL
Graduated with 305 GPA
Elected Corresponding Secretary of the Cooperative Business Education 1964/1965. Voted most likely too succeed in Business.
During Senior Year worked as assistant to Dr. James Holmes Braddock, School Superintendent of the School Board and also part time after graduation in his personal business Midland Mutual Life Insurance Company. (Wish I had stayed in Insurance Sales!)
During commencement exercises, my graduation, Dr. Braddock was the speaker at the ceremony and made mention of the great education Miami High offered their students as he had the pleasure of working with me, a Cuban immigrant who had mastered perfect English communication in both English and Spanish, and how proud and fortunate he was to consider himself my mentor during my Senior year.
My most memorable experience of my high school year!
Associate of Arts, Unable To Continue My Education Due To Maternity
Lansing Community College - Lansing, MI
Due to pregnancy, I had to drop of after a couple of months and did not continue with studies.
Went to work at Michigan State University where my husband was a student and worked at Admissions office and attended a couple of visitor courses as comp for working for the University.
No additional education as I continued to have children. Total 3
Delinquent account management
Time Management Certificate earned at online training through Miami-Dade Community College