looking to return to an inbound account manager style sales, support, or client
My experience is centered around the many
different aspects of customer care including working in, managing and designing
high volume telephone customer service/call centers, managing accounts,
successfully running my own business, residential property management, and
nearly 10 years in various capacities at a 5 star business hotel. I enjoy
inbound environments: taking calls, repetitive tasks, evaluating solutions, and
the immediate gratification of resolving issues. I am a very creative problem
solver, confident in taking on new tasks, and comfortable working both "on the
front line" or "in the back office".
Contact Center Experience
Hands on experience in
designing, developing, maintaining layouts, facilities, infrastructure of
multi-level technical/customer support help desks & call centers.
ASP Contact Center Design and
Re-engineered the existing support
services infrastructure, created service levels and then provided those levels
of support to an existing 17M+ active user base.
Deployed US 24-hour 16 language
international ISP telephone, email, monitoring support service center in
conjunction with Israeli counterpart. –Comtouch
Designed facilities, telecom,
written training material and internal processes for a support center of 20 to
50 agents answering phone and email inquiries supporting email solutions for
Microsoft’s bCentral small business enterprise.
Supervised a high volume inbound
internet and telephone Call Center environment, primarily providing client
services to the Western U.S. and Asia-Pacific Regions.
–Gartner Group/DataQuest Inc
Service and Support Experience
Managed overall operation, evolved
policies and procedures, pricing, increases, and upgrades for a 143 unit
residential property - Heritage Village
Provided consulting services in
Hands on situations developing the clients infrastructure, internet presence and
customer care environments. –
Village Realty Management; Paradigm Home Loans; Priority One Funding
Provided sales and telecom hardware
consulting to general and corporate call center accounts consistently
maintaining the highest departmental dollar per call sales average.
–Hello Direct Inc
Responsible for the deployment and
continued pre and post sales training, support, and improvement of three
software applications for major clients such as MTS, Dell Canada, AT&T,
Victoria’s Secret and Citibank. –NewChannel Inc
Supported 300+ local Windows95,
Windows98, Outlook98, Office98 users and provided telephone support for 12
additional regional offices. –Garner Group/DataQuest
Managed service levels, billing,
contracts, and all other Act Mgmt functions for companies including Visa,
Citibank, Stanford and the County of Santa Clara. Providing 4-48 Hr turnaround
of confidential or financial data to Microfiche, High Speed Print, CD, and Data
Image Management Company
Supervised various hospitality
environments: 5star Hotel Dinning Room, Night Club Floor, Convenience Store
Graveyard Shift, Slot & Casino Gaming. -Red Lion
Hotels; Winners Corner, Inc
·Professional Member - Associated Bodyworkers & Massage Professionals. (ID#: 822900) Insured with $9,000,000
“Leadership through Quality” Certification and training.
Technology Group, “A.C.T.I.O.N. Management Training” Certification.
and Bradstreet; “Excellence in Client Service” Award
Institute, “Microsoft Windows Service and Support Strategies”
Institute, “PC installation and upgrade”; “Advanced PC hardware
maintenance & support” Certification.
Award, ”Call Center Intranet and Database development”.
MertoED, “Property Management” Certification.
·California Apartment Manager
(California Certified Residential Manager
Comprehensive Summary of Experience
2010 - Present Estate
Chateau Mijoba Estate and Vineyard.
San Jose, CA
Supervise all caretaking aspects of a private estate including a
large private residence. Responsible for the maintenance of the
property, cooking, events and the smooth running of an estate and
assisting in the production of the estates five private label wine
2007 – 2010 Community
– Park Plaza Apartment Homes.
Mountain View, CA
Managed overall operation of property. Collected Rents, determined unit
pricing, verified all property invoices, bank deposits and payments,
served all necessary legal notices, settled disputes between tenants,
leased available units, screened potential tenants, credit and other
references. Prepared and tracked all advertising determined and
supervised capital improvements. Supervised property maintenance and all
repairs, monitored buildings and landscaping.
2005 – Present Assistant
Manager, Leasing Agent
– Heritage Village Apartments. Campbell, CA
Co-Managed overall operation, Developed
Marketing, Web Site, and Resident Documentation. Evaluated Policies and
Procedures, Unit Pricing and Increases, Unit Upgrades for a 143 unit
2002 – 2006
Bay Area Massage Network. Saratoga, Hollister, CA
Owner; two private practice clinical
therapy offices providing targeted Trigger Point and Myo-Fascial
2004 – 2005
Account Manager / Recruiter
- Online Technical
Services. Campbell, CA
Managed the complete recruiting lifecycle
of both candidate and job procurement.
2004 – 2004
– Winners Corner. Sparks, NV
Supervised all aspect of the graveyard
shift including casino, slot gaming, gas pumps, and retail sales. www.WinnersCorner.net www.WinnersGaming.com
2002 Inbound Sales
Hello Direct, Inc. San Jose, CA
Provided Sales and Telecom Hardware
consulting to SOHO and corporate call center accounts.
2001 ASP Client
Services Engineer -
Redwood City, CA
Developed Alpha and Beta versions of
Liveperson.com base applications.
now LivePerson, Inc.
2000 Senior Support
- Commtouch Software, Inc.,
Mountain View, CA
Senior Technical Support Development
Engineer- Technical & Customer Support Services
Project Lead (USA) Service Provider
Solutions - Technical & Customer Support Services
Customer Support Strategies
Specialist - Microsoft bMessaging Senior Design Team
1999 Call Center
- Gartner Group/Dataquest Inc., San Jose, CA
1996 Customer Support
- First Image Management Company, Sunnyvale,CA
Managed all account billing &
4-48 Hr turnaround on Microfiche, High Speed Print, CD, and Data storage
Red Lion Hotels & Inns, San Jose, CA
Maxis’ Dining Room - Bus person,
Server, Captain, Host, Reservations Manager
Room Service - Server, Cashier
Club Max - Night Club Door
of Primary Education
2002 – 2003
- Trinity College, San
190 Hrs Clinical Intern/540 Hrs
Instruction - Eastern & Western Massage Modalities
1994 -1996 - Chelsea
University, Chelsea, UK
Master of Science, Traditional Chinese
1991 – 1993 - San Jose State University, San
Business Finance Major with a Minor in Economics
1988 – 1991- West Valley College, Saratoga, CA
Associate in Arts Degree, Level 1 Certification in Management