Annette M. Lesure
Burbank,CA
Summary
I am an extremely energetic, enthusiastic, and positive person. I am fluent in Spanish (read, write, and translate) with some knowledge of French, Portuguese, and Italian. I work well with others and do well with accepting and delegating tasks.
Customer Service deescalation and Public Relations specialist, with a strong background in dispatch and busy phone lines.
Excellent people skills and a gift of gab, with a background in product sales, as well.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
22
22
years of professional experience
2
2
Languages
Work History
Customer Service Agent
Rideshare Rental
Manhattan Beach, CA
08.2022 - 08.2023
- Work From Home
- Managed high-volume of inbound and outbound customer calls.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Camp Counselor
Monarch Camps
Valley Glen, CA
06.2022 - 08.2022
- Promoted fun, safe and inclusive environment by monitoring activity of campers to identify and address behavioral issues.
- Met with staff to discuss rules, regulations and work-related problems.
- Enforced rules and regulations of recreational facilities to maintain discipline and safety.
- Assisted with transporting and escorting program participants to, from and within program activity locations and on external trips.
Staff Writer
Valley Star
Valley Glen, California
08.2021 - 08.2022
- Reported news stories for publication or broadcast.
- Used social media outlets to connect directly with public.
- Introduced fresh and new angles on previously reported material to update and inform readers.
- Traveled to locations to write reviews from first-hand experience.
- Updated social media accounts with breaking news.
- Determined story's emphasis, length and format to organize material accordingly.
- Produced and edited daily news and entertainment reports.
- Maintained up-to-the-minute knowledge of breaking news stories and responded to round-the-clock emergencies.
Staff Writer and Editor
ELAC Campus News
East Los Angeles , California
02.2020 - 06.2022
- Conducted interviews with various individuals to obtain valuable quotes for stories.
- Generated, wrote and delivered breaking news stories, special reports and features segments for leading market station.
- Presented coverage of breaking news and special events to viewers from onsite locations.
- Devised and published special headlines and content for social media.
- Planned and took photos for visual news stories and pitched to editors.
- Planned and set up equipment for on-site photography sessions during interviews.
- Participated in editorial meetings to propose story ideas and collaborate with producers, assignment editors and reporters to determine direction and deliver concise reporting packages.
- Wrote 500 word briefs and captions to accompany selected photographs.
Customer Service Agent
Southwest Airlines
Burbank, California
01.2019 - 12.2019
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Representative
American Airlines
Los Angeles, CA
01.2018 - 12.2018
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximize team performance.
Night Auditor
Palm Springs Marquis Hotel
Palm Springs, California
01.2002 - 09.2004
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Audited and balanced cash and credit transactions daily and reset register for next day's operations.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Ran end-of-day computer functions and closed out reports, submitting details to GM for review.
- Completed nightly updates to hotel rates and individual room charges.
- Performed balance procedures for hotel accounts and resolved discrepancies.
- Documented wake-up requests and set up automatic calls in system.
- Assessed checklist on daily basis and planned shift accordingly.
Education
Bachelor of Arts - Communications And Public Relations
California State University - Bakersfield (online)
Bakersfield, CA06.2025
Associate of Arts - Journalism
East Los Angeles College
Monterey Park, CA06.2023
Associate of Arts - Spanish
East Los Angeles College
Monterey Park, CA06-2023
Skills
- HR
- Public Relations
- Communications
- Journalist
- Excellent writing skills, blogging, social media
- Pitching
- Press Releases
- Media List
- Expert proof-reader and editor
- Fluent in Spanish (read, write, translate)
- Customer Service specialist
- Dispatch
- Sales: Can sell ice to Alaska
- Good driving record and skills (drive manual)
- Knowledge of PC and MAC
- Microsoft
- Adobe
- Microsoft
- Personal Assistant
- Supervision
- Organization
- Planning
- Computer skills/Apps
- People skills
- Friendly, positive attitude, sense of humor
- Strong work ethic
- Call control
- Conflict resolution
- Always early
Additional Information
- 4.0 GPA
- Dean's List
- President's List
- Honors
- Pathway to Law School
- Mock Trial and Moot Court
- 30 years as working SAG/AFTRA union actor, voice over, host, tv, commercials
Timeline
Customer Service Agent
Rideshare Rental
08.2022 - 08.2023
Camp Counselor
Monarch Camps
06.2022 - 08.2022
Staff Writer
Valley Star
08.2021 - 08.2022
Staff Writer and Editor
ELAC Campus News
02.2020 - 06.2022
Customer Service Agent
Southwest Airlines
01.2019 - 12.2019
Customer Service Representative
American Airlines
01.2018 - 12.2018
Night Auditor
Palm Springs Marquis Hotel
01.2002 - 09.2004
Bachelor of Arts - Communications And Public Relations
California State University - Bakersfield (online)
Associate of Arts - Journalism
East Los Angeles College
Associate of Arts - Spanish
East Los Angeles College