The document is a resume for Regina Mason that summarizes her work experience in customer service, marketing, administration, and human resources roles over the past 13 years. It highlights her skills in customer service, marketing, financial management, and training. The resume also details her responsibilities managing social media, websites, and marketing campaigns.

1. Regina Mason
Customer Service Representative Marketing Retail Administrator
Fruitland Park, FL 34731
ginamorrison0427@yahoo.com - 352-217-9077
WORK EXPERIENCE
Customer Service Representative Marketing Retail Administrator
Munn's Sales and Service - Fruitland Park, FL - August 2013 to May 2014
Collected customer feedback and made process changes to exceed customer satisfaction goals. Made
reasonable
procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate
information in response to customer inquiries. Demonstrated mastery of customer service call script within
specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all
times.
Developed effective relationships with all call center departments through clear communication. Worked with
upper
management to ensure appropriate changes were made to improve customer satisfaction. Built customer
loyalty by placing follow-up calls for customers who reported product issues. Formulated and enforced Service
Center policies,
procedures and quality assurance measures. Properly directed inbound calls in phone queues to improve call
flow.
Contributed to relevant blogs, conferences and events both off-line and online to increase brand awareness.
Managed the complete redesign and launch of the company's website. Created an official company page on
Facebook to facilitate
interaction with customers. Designed and created marketing collateral for sales meetings, trade shows and
company
executives. Managed both inbound and outbound marketing campaigns to generate new business and to
support partner and sales teams.Managed all social media programs, including Internet forums, blogs, social
networking applications and message boards. Presented on current promotions to the public at events and
tradeshows. Coordinated pre-show and post-show activities at trade shows. Confirmed that appropriate
changes were made to resolve customers' problems.
Informed customers about sales and promotions in a friendly and engaging manner. Managed wide variety
of customer
service and administrative tasks to resolve customer issues quickly and efficiently. Addressed customer
questions and concerns regarding products, prices and availability.
Controller HR Manager Director of Marketing
Advanced Endoscopy Solutions - Daytona Beach, FL - January 2001 to June 2013
Issued paychecks to vendors and suppliers on a bi-weekly basis.
Updated confidential employee banking information with accuracy and speed. Maintained accounts receivable
documentation electronically and on paper. Processed bank reconciliations and financial reports to verify
practice of proper due diligence. Handled cash and deposits using the proper accounting procedures and
documentation.
Reconciled all bank and credit card accounts. Processed payroll, electronic deposits and employee pay
adjustments.

2. Processed journal entries, online transfers and payments. Researched and resolved collections and billing
disputes with tact and efficiency. Renegotiated payment terms with dozens of suppliers. Calculated figures
such as discounts,
percentage allocations and credits. Verified details of transactions, including funds received and total account
balances.
Coded the general ledger and processed vendor invoice payments. Deposited third party checks, as well as
monthly
reserve transfers. Opened and assigned new client accounts. Conducted month-end balance sheet reviews
and reconciled any variances. Researched and resolved billing and invoice problems. Verified details of
transactions,
including funds received and total account balances. Coded the general ledger and processed vendor invoice
payments.
Deposited third party checks, as well as monthly reserve transfers. Opened and assigned new client accounts.
Conducted month-end balance sheet reviews and reconciled any variances. Researched and resolved billing
and invoice
problems.
Maintained detailed administrative and procedural processes to improve accuracy and efficiency. Verified and
logged in deadlines for responding to daily inquiries. Increased meeting efficiency by developing meeting
agendas. Planned travel
arrangements for executives and staff. Handled all media and public relations inquiries. Planned meetings
and prepared
conference rooms. Dispersed incoming mail to correct recipients throughout the office. Supplied key cards
and building
access to employees and visitors. Made copies, sent faxes and handled all incoming and outgoing
correspondence.
Created PowerPoint presentations used for business development. Posted open positions on company and
social media
websites. Organized files, developed spreadsheets, faxed reports and scanned documents. Properly routed
agreements,
contracts and invoices through the signature process. Received and distributed faxes and mail in a timely
manner.
Received and screened a high volume of internal and external communications, including email and mail.
Managed daily
office operations and maintenance of equipment. Created and maintained spreadsheets using advanced Excel
functions and calculations to develop reports and lists.
Explained human resources policies and procedures to all employees. Conducted telephone and onsite exit
interviews for all employees. Answered employee questions during the entrance and exit interview processes.
Selected and interviewed
candidates for all available positions. Assessed employee performance and issued disciplinary notices.Offered
consistent payroll disbursement with accurate record keeping of employee PTO and vacation accruals.
Managed
communication regarding employee orientation and open enrollment for benefits. Helped training and
development staff with all aspects of training coordination. Completed payroll processing from start to finish
for employees. Designed new
employee packages and sent them via mail and e-mail. Resolved personnel issues regarding human resources
matters
needing clarification, submissions and corrections. Organized employee schedules, department phone lists
and business card orders.

3. Planned and led training programs on staff development. Presented training information via role playing,
simulations and team exercises. Identified staff vacancies and recruited, interviewed and selected applicants.
Served as a link between
management and employees by handling questions, interpreting and administering contracts and helping
resolve
work-related problems.
Contributed to relevant blogs, conferences and events both off-line and online to increase brand awareness.
Managed the complete redesign and launch of the company's website. Created an official company page on
Facebook to facilitate
interaction with customers. Designed and created marketing collateral for sales meetings, trade shows and
company
executives. Managed both inbound and outbound marketing campaigns to generate new business and to
support partner and sales teams. Managed the in-house advertising program consisting of print and media
collateral pieces. Managed
all social media programs, including Internet forums, blogs, social networking applications and message
boards.
Presented on current promotions to the public at events and tradeshows. Coordinated monthly and quarterly
marketing and community events. Coordinated pre-show and post-show activities at trade shows. Identified,
developed and evaluated
marketing strategies based on knowledge of company objectives and market trends. Evaluated return-on-
investment and profit-loss projections. Compiled comprehensive lists describing product and service offerings.
Collaborated with
advertising and promotion managers to promote products and services. Analyzed performance of all marketing
programs to identify the best opportunities for optimization. Created sales strategies to promote advertising
offerings and motivate larger deals. Spearheaded the creation of blogs and social media content. Retained
and ensured proper
handling and care of existing client accounts. Prepared monthly commissions payroll reports for sales
representatives.
Recommended and helped customers select merchandise based on their needs. Exchanged returned
merchandise for customers quickly and efficiently. Confirmed that appropriate changes were made to resolve
customers' problems.
Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high
levels of customer satisfaction. Informed customers about sales and promotions in a friendly and engaging
manner. Tracked down sources of special products and services to meet customers' special needs. Managed
wide variety of customer
service and administrative tasks to resolve customer issues quickly and efficiently. Trained new employees
on company
customer service policies and service level standards. Generated monthly and annual sales reports. Resolved
customer
complaints by exchanging merchandise, refunding money and adjusting bills. Wrote sales slips and sales
contracts.
Shared product knowledge with customers while making personal recommendations. Maintained friendly and
professional customer interactions.
EDUCATION
Business/Marketing
Lake Sumter Community College - Leesburg, FL