Results- oriented, highly personable and dedicated Professional bringing extensive background in management, administrative, publication standards and processing, insurance accounting and technical experience. Organized, resourceful and detail-oriented with exceptional planning and decision-making abilities.
•Oversee daily management of the office.
•Plans and provides logistical and administrative support for events and functions in the Department.
•Serve as Pro-card administrator and maintains appropriate monthly records.
•Responsible for all travel arrangements for guest presenters via Concur
•Budgetary & Financial Management. Tracking of expenses of programs, filing monthly account statements with back-up and getting required signatures on final expense reports and for tracking payments of grants awarded by the AVPA for research, curriculum development and co-sponsorships.
•Work with different departments and colleges within Texas A&M to schedule performances, receptions and workshops and master classes as related to the mission of the AVPA.
•Provides on-site support for events (evenings, weekends as needed).
•Responsible for designing and creating all marketing materials such as programs, fliers and posters.
•Update and maintain program record, databases and website.
•Research grant and funding opportunities.
•Performs other duties as assigned.
•Oversaw daily management of the office.
•Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
•Supervised and trained student workers.
•Scheduled and confirmed appointments for Editor.
•Served as Pro-card administrator and maintained appropriate monthly records.
•Coordinated and entered travel arrangements and expense reports for Editor, guest and staff in Concur.
•Coordinated logistics for events such as conferences, workshops, and meetings, both on and off site.
• Assisted with preparations and creation of various marketing materials, programs, brochures, website and Facebook content.
•Managed on-line manuscript system.
•Assured that the production process ran smoothly and that publications were submitted to publisher Johns Hopkins University Press on time.
•Obtained publication permissions.
•Monitored the daily activities of 4 customer support teams.
•Collaborated with VP of Customer Care Operations and Managers to create strategic plans.
•Through partnership with HR, administered performance management by diagnosing improvement opportunities, providing effective feedback, counseling, coaching, training, professional development and corrective action plans.
•Through partnership with HR, accountable for recruiting, interviewing, hiring, training and terminations of new customer service representatives
•Developed, implemented and monitored programs to maximize customer satisfaction.
•Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
•Developed rapport with the customer base by handling difficult issues with professionalism.
•Prepared monthly management reports and data statistical analysis for Vice President of Customer Care to report to President/CEO.
•Interviewed, hired and trained new quality customer service representatives.
•Provided detailed monthly departmental reports and updates to senior •management.
•Provided a high level of product and leadership support to representatives and clients.
•Effectively communicated with team members to maintain clearly defined expectations.
•Liaison between support and development, evaluating and coordinating needs for escalated critical issues pertaining to high profile customers
•Provided quality customer service, 95% on phone, researched issues on various computer systems and databases to resolve complaints and answer inquiries.
•Documented software insurance accounting, technical hardware, imaging software, insurance policy and insurance download/upload problems related to Vertafore products.
•Performed clerical duties such as answering the telephone, taking messages, filing and a variety of other administrative duties.
•Entered and verified all invoices, checks, journal entries, deposits and names and address cards
sent by customers to ARC/AMS for Batch processing
•The National Honor Society – Beta Club • SOMERVILLE HIGH SCHOOL
•Dean's List, six times • DEVRY UNIVERSITY
•Sigma Beta Delta • International Honor Society in Business, Management and Administration
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