Julie Phan
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure an experienced Office Manager position. Ready to help team achieve company goals.
Overview
17
17
years of professional experience
Work History
Community Asset Manager
PMP Management, Inc
09.2018 - Current
- Kept detailed track of asset maintenance and potential future costs to accurately portray data and advise clients.
- Reviewed contract reports, bid proposals and requirements with senior management for accuracy and processing.
- Devise and implement community communication initiatives and governing documents
- Provided crisis management during events and foreshadowed potential problems to eliminate before the event
- Provided full circle project management: took event from conception to completion
Administrative Services
City of Simi Valley
08.2017 - 09.2018
- Oversee, process and invoice utility billing for approximately 3,000+ residents on weekly basis
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Edited documents to improve accuracy of language, flow, and readability.
- Received an average of 85% customer satisfaction rate, 15% higher than company average
- Assisted in training new city employees on current ordinances, City Hall procedures and city emergency or crisis procedures
Customer Service Representative
PennyMac Loan Services, LLC
08.2015 - 07.2017
- Able to boost productivity by answering and assisting approximately 60+ incoming calls in fast pace office environment
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Create processes and system for increasing customer service satisfaction
- Cross trained and provided back-up for other representatives when needed
Regional Manager
West Coast Gold Buyers, Inc
08.2010 - 07.2013
- Managed, developed and lead branch management teams; approve incentives, expense reports, and other personnel and compensation manners
- Provide senior level guidance and support to the branches regarding customer concerns, operational questions, risk management, and human resource issues
- Recruit, onboard, coach, mentor and train company managers
- Supervised staff to optimize brand expansion initiatives and productivity.
- Established and maintained operational standards for four locations.
Customer Service Manager
Sam Ash Music, Inc
08.2006 - 08.2010
- Strong management skills that led to overall customer satisfaction rating of 4.5 stars
- Managed team of five on-site Customer Service Representatives using clear communication and strong problem solving skills
- High level of instrument expertise, developed through training and research
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Education
Associate's Degree - Marketing and Management
Fashion Institute of Design And Merchandising, Community Association Management
Los Angeles, Irvine, CA2009
Skills
- Type 80 WPM
- Invoice Processor
- Customer Experience
- Complex Problem-Solving
- Administrative Support
- Employee Performance Evaluations
- Workflow Schedules
- Procurement Contracts
- Critical Thinking
- Technical Documentation
- Motivational Leadership
- Operational Efficiency
Additional Information
- Customer Service Star Search Award (2018), M-100 (2019), Certified Manager of Community Association (CMCA) (2020), Rookie of the Year (2023)
Languages
Vietnamese
Native or Bilingual
Spanish
Limited Working
Timeline
Community Asset Manager
PMP Management, Inc
09.2018 - Current
Administrative Services
City of Simi Valley
08.2017 - 09.2018
Customer Service Representative
PennyMac Loan Services, LLC
08.2015 - 07.2017
Regional Manager
West Coast Gold Buyers, Inc
08.2010 - 07.2013
Customer Service Manager
Sam Ash Music, Inc
08.2006 - 08.2010
Associate's Degree - Marketing and Management
Fashion Institute of Design And Merchandising, Community Association Management
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