ramona baly resume 3-15
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RAMONA BALYH: 775-461-0884 C: 775-287-1040
PROFESSIONAL SUMMARYVaried years of experience in staff management, client facing, Customer Relationship Management, extensive PC skills including Word and Spreadsheet software. I am a Customer Service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. A perceptive Manager who cultivates positive customer relationships through clear and helpful communications with emphasis on building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. Additionally, I have filled the role of executive assistant to the company owner involving highly confidential communications relating to acquisitions, legal situations, real estate ventures, and notary requirements.
SKILLS
Customer Relationship Management Software (CRM)
Excellent time management skills Effective problem solver Process improvement specialist Effective workflow management Adherence to high customer service standards Microsoft Outlook, Word and Excel Exceptional interpersonal communication
Critical thinking Report development Attention to detail Team building Quality assurance
WORK HISTORYCustomer Service Manager, Marketing Coordinator, 2005 to CurrentAervoe Industries, Inc. – Gardnerville, NV
Staff Management, Customer Relationship Management. Investigated and resolved customer inquiries and complaints in an empathetic & time sensitive manner. Followed-through on all critical inter-departmental escalations to achieve customer retention and improved
relationships. Adhered to all confidentiality requirements at all times. Improved customer call guidelines including service levels, handle time and productivity. Influenced inter-departmental communication & processes to effectively provide customer support. Interviewing, employee hiring, and training to meet company expectations through employee retention. Effective liaison between customers and internal departments. Created and published metrics to measure the organization's success in delivering world class customer service. Internal analysis of daily operations to ensure quality and service goals were achieved, improved and exceeded. Interdepartmental liaison interfacing with management, sales, accounting, production and shipping. An integral part of a new computer software conversion with a focus on customer account accuracy, order entry, sales,
& reports. (ERP)
Customer Service Supervisor, 1998 to 2004State Farm Insurance – Reno, NV
Assisted and guided the Superintendent in the start-up of a satellite office of the Replacement Service Department in Reno, NV. Responsibilities included direct supervision, motivation, team building, training, mentoring, marketing, scheduling, HR issues,
employee evaluations, career building, and support to the Superintendent. Completed Insurance courses in the Property/Casualty Division
EDUCATION
FLATHEAD VALLEY HIGH SCHOOL – KALISPELL, MONTANA
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RAMONA BALY2198 Court Side Circle, Carson City, NV 89703
H: 775-461-0884 C: 775-287-1040
FLATHEAD VALLEY COMMUNITY COLLEGE – BUSINESS ADMINISTRATION, KALISPELL, MONTANA
INTERNATIONAL AIR ACADEMY – AIRLINE TRAINING, VANCOUVER, WASHINGTON
TRUCKEE MEADOWS COMMUNITY COLLEGE – GENERAL STUDIES, WOMEN’S LITERATURE, RENO, NEVADA
PIONEER SCHOOL OF REAL ESTATE, CARSON CITY, NV
MULTIPLE COMPANY SEMINARS ON CUSTOMER SERVICE RELATIONSHIPS, MANAGEMENT & LEADERSHIP STYLES, APPROACHES, APPLICATIONS
ADDITIONAL INFORMATION
NEVADA REAL ESTATE LICENSE (S.0170659) NEVADA PROPERTY MANAGEMENT PERMIT (PM.0165126) NOTARY PUBLIC (09-10363-5) MEMBER OF NATIONAL ASSOCIATION OF PROFESSIONAL WOMEN (NAPW)
REFERENCES:
David Williams, C.E.O.775-783-3101Aervoe Industries, Inc.Professional reference
Staci Nestaval, 775-338-7363Brite Glass; State Farm InsurancePersonal reference
Dale Roberson, Sales Manager775-790-7386Aervoe Industries, Inc.Professional reference
Andrew Woodard, Claims Manager775-453-2686State Farm InsuranceProfessional reference
Lisa Earle, [email protected] Sales AgenciesProfessional reference
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