Dedicated Customer Service Representative who provides exceptional customer-oriented service through active listening and problem solving in a timely manner. Thrives in a fast-paced, dynamic environment. Strong work ethic and a team player.
Solid background in organizing and executing service-oriented programs and procedures
Customer service award for high performance standards, including attention to details, deadlines, budgets and quality work
Strong problem solving aptitude
Excellent communicator with well developed presentation and writing skills
Experienced team player, bringing enthusiasm, energy and a sense of humor into group efforts
Exceptional and quick learner
Experience in managing a client database
Committed to maintaining data integrity
Strong work ethic
September 2003-October 2008Donor Services Coordinator | Muscular Dystrophy Association, Inc. | 3300 East Sunrise Drive, Tucson, AZ 85718
Addressed and resolved donor complaints empathetically and professionally.
Defused volatile donor situations calmly and courteously.
Accurately documented, researched and resolved donor service issues.
Developed training procedures for seasonal employees and supervised their work.
January 2002-July 2003Professional Scorer | Pearson Educational Services | Tucson, AZ
Evaluated student responses to subject-related, open-ended questions according to scoring guidelines.
Scoring rate is fast, among the top 1%, and scoring reliability is high, between 90-95% reliability
July 2000-August 2001Director, International Education & Student Programs | Pima Community College | Tucson, AZ
Developed and implemented a marketing and recruitment plan to increase international student enrollment.
Developed and coordinated international education exchange opportunities for faculty and study abroad experiences for American students.
Supervised recruiters, academic advisors and admissions staff who provided direct services to foreign students enrolled in five college campuses.
Initiated a database management system of student applications, which tracked inquiries, outreach efforts and enrollment data.
July 1990-June 2000Coordinator, International Student Programs | Spokane Community College | Spokane, WA
Managed and coordinated operations and activities involved in providing international student services and international education exchange programs.
Developed a training manual for staff in compliance with issuance of student visas according to U.S. State Department regulations. Monitored foreign student status to ensure compliance.
Created and produced outreach correspondence in response to inquiries, follow-ups on admission requirements and documents, and final acceptance to the college.
Developed brochures and literature for recruiting new students.
Developed an orientation course and handbook for international students new to the college, the city and the U.S. and in conjunction with the Spokane Police Department, developed a video on personal safety and protection.
Represented the college on local, state and national conferences and organizations pertaining to international education.
1971Master of Arts: PsychologyUniversity of Hawaii, Honolulu, HI
1974Certificate: Basic ManagementAsian Institute of Management, Makati, Philippines
1984Diploma: Foundations of BankingAmerican Institute of Banking, Spokane, WA