Marcella Vaz

Administrative Skills:

• Developed and maintained positive relationships with guests, vendors and other external partners to establish rapport.
• Investigated and resolved customer complaints to establish trust and increase satisfaction.
• Inspected stock to identify shortages, replenish supply and maintain consistent inventory.
• Developed and implemented variety of policies and procedures to drive productivity, increase morale and reduce costs.
• Recruited, hired and trained housekeeping staff to maintain competent workforce.
• Registered housekeeping information on database to enable tracking history and maintain accurate records.
• Formulated and oversaw housekeeping budget to manage expenditures and control expenses.
• Provided crisis management and intervention during emergency situations.
• Enforced policies and safety standards through building and room rounds.
• Collaborated with residential team to maximize effective and efficient operations.
• Coordinated activities and events to create safe, positive and inclusive environment.
• Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
• Solved grievances and complaints by collaborating with residents.
• Assisted residents with daily hygiene and living tasks.
• Managed all intake and discharge paperwork and procedures for residents.
• Scheduled and coordinated staff meetings to discuss policies, procedures and goals.
• Managed day-to-day operation of home to comply with regulations and agency standards.
• Oversaw budget to manage expenditures and control costs.
• Supervised residents preparing meals and handling chores and provided constructive feedback.
• Developed and implemented new housekeeping practices to increase productivity and cohesiveness.

• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Resolved customer issues quickly to close deals and boost client satisfaction.
• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Met with clients, delivering presentations, and educating on product and service features and offerings.
• Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

Key Responsibilities:

• Organized documents to manage paper and electronic filing systems of clients.
• Filed court documents and legal pleadings with court clerk on behalf of attorneys.
• Scheduled appointments, court appearances, and depositions for busy law firm.
• Completed electronic filings, initiated billing statements, and managed firm administrative matters.
• Coordinated with court personnel and attorneys to determine scheduling of hearings and filing documents.
• Responded to client inquiries to provide accurate legal advice and offer assistance.
• Conducted legal research, compiled and organized evidence and identified relevant legal articles and statutes to use for legal proceedings.
• Prepared and managed attorney travel itineraries to optimize scheduling.
• Communicated pertinent information to clients via phone, email, and mail.
• Contacted clients to schedule appointments and discuss progress of cases.
• Revised and finalized letters, briefs, and memos.
• Assisted attorneys with reviewing and organizing witness reports.