Regina MasonCustomer Service Representative Marketing Retail Administrator

Fruitland Park, FL 34731ginamorrison0427@yahoo.com - 352-217-9077

WORK EXPERIENCE

Customer Service Representative Marketing Retail AdministratorMunn's Sales and Service - Fruitland Park, FL - August 2013 to May 2014

Collected customer feedback and made process changes to exceed customer satisfaction goals. Madereasonableprocedure exceptions to accommodate unusual customer requests. Provided accurate and appropriateinformation in response to customer inquiries. Demonstrated mastery of customer service call script withinspecified timeframes.Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at alltimes.Developed effective relationships with all call center departments through clear communication. Worked withuppermanagement to ensure appropriate changes were made to improve customer satisfaction. Built customerloyalty by placing follow-up calls for customers who reported product issues. Formulated and enforced ServiceCenter policies,procedures and quality assurance measures. Properly directed inbound calls in phone queues to improve callflow.Contributed to relevant blogs, conferences and events both off-line and online to increase brand awareness.Managed the complete redesign and launch of the company's website. Created an official company page onFacebook to facilitateinteraction with customers. Designed and created marketing collateral for sales meetings, trade shows andcompanyexecutives. Managed both inbound and outbound marketing campaigns to generate new business and tosupport partner and sales teams.Managed all social media programs, including Internet forums, blogs, socialnetworking applications and message boards. Presented on current promotions to the public at events andtradeshows. Coordinated pre-show and post-show activities at trade shows. Confirmed that appropriatechanges were made to resolve customers' problems.Informed customers about sales and promotions in a friendly and engaging manner. Managed wide varietyof customerservice and administrative tasks to resolve customer issues quickly and efficiently. Addressed customerquestions and concerns regarding products, prices and availability.

Controller HR Manager Director of MarketingAdvanced Endoscopy Solutions - Daytona Beach, FL - January 2001 to June 2013

Issued paychecks to vendors and suppliers on a bi-weekly basis.Updated confidential employee banking information with accuracy and speed. Maintained accounts receivabledocumentation electronically and on paper. Processed bank reconciliations and financial reports to verifypractice of proper due diligence. Handled cash and deposits using the proper accounting procedures anddocumentation.Reconciled all bank and credit card accounts. Processed payroll, electronic deposits and employee payadjustments.

Processed journal entries, online transfers and payments. Researched and resolved collections and billingdisputes with tact and efficiency. Renegotiated payment terms with dozens of suppliers. Calculated figuressuch as discounts,percentage allocations and credits. Verified details of transactions, including funds received and total accountbalances.Coded the general ledger and processed vendor invoice payments. Deposited third party checks, as well asmonthlyreserve transfers. Opened and assigned new client accounts. Conducted month-end balance sheet reviewsand reconciled any variances. Researched and resolved billing and invoice problems. Verified details oftransactions,including funds received and total account balances. Coded the general ledger and processed vendor invoicepayments.Deposited third party checks, as well as monthly reserve transfers. Opened and assigned new client accounts.Conducted month-end balance sheet reviews and reconciled any variances. Researched and resolved billingand invoiceproblems.Maintained detailed administrative and procedural processes to improve accuracy and efficiency. Verified andlogged in deadlines for responding to daily inquiries. Increased meeting efficiency by developing meetingagendas. Planned travelarrangements for executives and staff. Handled all media and public relations inquiries. Planned meetingsand preparedconference rooms. Dispersed incoming mail to correct recipients throughout the office. Supplied key cardsand buildingaccess to employees and visitors. Made copies, sent faxes and handled all incoming and outgoingcorrespondence.Created PowerPoint presentations used for business development. Posted open positions on company andsocial mediawebsites. Organized files, developed spreadsheets, faxed reports and scanned documents. Properly routedagreements,contracts and invoices through the signature process. Received and distributed faxes and mail in a timelymanner.Received and screened a high volume of internal and external communications, including email and mail.Managed dailyoffice operations and maintenance of equipment. Created and maintained spreadsheets using advanced Excelfunctions and calculations to develop reports and lists.Explained human resources policies and procedures to all employees. Conducted telephone and onsite exitinterviews for all employees. Answered employee questions during the entrance and exit interview processes.Selected and interviewedcandidates for all available positions. Assessed employee performance and issued disciplinary notices.Offeredconsistent payroll disbursement with accurate record keeping of employee PTO and vacation accruals.Managedcommunication regarding employee orientation and open enrollment for benefits. Helped training anddevelopment staff with all aspects of training coordination. Completed payroll processing from start to finishfor employees. Designed newemployee packages and sent them via mail and e-mail. Resolved personnel issues regarding human resourcesmattersneeding clarification, submissions and corrections. Organized employee schedules, department phone listsand business card orders.

Planned and led training programs on staff development. Presented training information via role playing,simulations and team exercises. Identified staff vacancies and recruited, interviewed and selected applicants.Served as a link betweenmanagement and employees by handling questions, interpreting and administering contracts and helpingresolvework-related problems.Contributed to relevant blogs, conferences and events both off-line and online to increase brand awareness.Managed the complete redesign and launch of the company's website. Created an official company page onFacebook to facilitateinteraction with customers. Designed and created marketing collateral for sales meetings, trade shows andcompanyexecutives. Managed both inbound and outbound marketing campaigns to generate new business and tosupport partner and sales teams. Managed the in-house advertising program consisting of print and mediacollateral pieces. Managedall social media programs, including Internet forums, blogs, social networking applications and messageboards.Presented on current promotions to the public at events and tradeshows. Coordinated monthly and quarterlymarketing and community events. Coordinated pre-show and post-show activities at trade shows. Identified,developed and evaluatedmarketing strategies based on knowledge of company objectives and market trends. Evaluated return-on-investment and profit-loss projections. Compiled comprehensive lists describing product and service offerings.Collaborated withadvertising and promotion managers to promote products and services. Analyzed performance of all marketingprograms to identify the best opportunities for optimization. Created sales strategies to promote advertisingofferings and motivate larger deals. Spearheaded the creation of blogs and social media content. Retainedand ensured properhandling and care of existing client accounts. Prepared monthly commissions payroll reports for salesrepresentatives.Recommended and helped customers select merchandise based on their needs. Exchanged returnedmerchandise for customers quickly and efficiently. Confirmed that appropriate changes were made to resolvecustomers' problems.Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain highlevels of customer satisfaction. Informed customers about sales and promotions in a friendly and engagingmanner. Tracked down sources of special products and services to meet customers' special needs. Managedwide variety of customerservice and administrative tasks to resolve customer issues quickly and efficiently. Trained new employeeson companycustomer service policies and service level standards. Generated monthly and annual sales reports. Resolvedcustomercomplaints by exchanging merchandise, refunding money and adjusting bills. Wrote sales slips and salescontracts.Shared product knowledge with customers while making personal recommendations. Maintained friendly andprofessional customer interactions.

EDUCATION

Business/MarketingLake Sumter Community College - Leesburg, FL