This summary provides an overview of Jessica Friendshuh's administrative and customer service experience over 20 years including managing projects, teams, and client/customer relations. She has strong technical skills in Microsoft Office, various software programs, and is very tech-savvy. Her most recent role provides administrative support to banking executives and assists mortgage loan originators.

1. Jessica "Jessi" Friendshuh
8272 143RD
ST W (952) 288-9530
Apple Valley, MN 55124 jealja75@gmail.com
SUMMARY
An Administrative Professional with over 20 years experience in customer/client services/relations and administrative assistance.
Extremely fast learner with the ability to multi-task while staying organized. A self-starter with excellent customer service skills
and extensive experience in process improvement planning. Possess multiple competencies and proficient in many PC software
programs. Extremely tech-savvy.
COMPETENCIES
Problem Solving; Project Management; Technical Skills; Customer Service; Interpersonal Skills; Oral & Written Communication;
Teamwork; Quality Management; Cost Consciousness; Diversity; Ethics; Organizational Support; Judgment; Motivation;
Planning/Organizing; Safety & Security; Adaptability; Dependability; Initiative; Innovative
TECHNICAL SKILLS
HARDWARE: PCs, laser and inkjet printers, scanners, fax machines, copy machines, and digital cameras
SOFTWARE: Adobe Acrobat, ProX, and Reader; Avionte; CentreVu Supervisor; Concur; Kenexa Prove It; LenderOffice Marketing
Database; Lotus Notes; MAS90; Microsoft Office including Word, Excel, Access, Outlook, PowerPoint, & Publisher; Microsoft
Windows 95/98/NT Professional/2000 Professional/XP/Vista and Windows 7; Movex Workplace; PlaceMate; Siebel Call Center
7.0
WORK EXPERIENCE
BANK OF AMERICA HOME LOANS, Apple Valley, MN _ December 2012 – Present
Retail Sales Support Assistant & Marketing Champion
Community Volunteers Team and Event Manager
Provide support to Senior Vice President/Retails Sales Home Loans Manager and Retails Sales Mortgage Loan Originators.
• Arrange travel and reservations using American Express Corporate Travel system
• Collect business purpose expense receipts and process expense reports as needed
• Maintain complex and extremely detailed calendars and prioritizes meeting requests and related logistics
• Drive Customer Experience and Operational Execution
• Serve as Sales subject matter expert for operational tasks, reporting and processes
• Monitor associate application quality and provides coaching/training including application interview skills and timely document
collection
• Deliver training/coaching on policies and procedures
• Manage pricing exception processes and controls
• Manage all reporting requests and deployment of new reports
• Collaborate with Sales and Fulfillment associates to deliver integrated, impactful solutions to drive operational excellence
• Coach Sales associates to meet bank and regulatory requirements
• Participate in monthly Operational Excellence conference calls and communicate operational policies and procedures to branch sales
staff
• Grow the business – Production and Productivity
• Manage new hire development and proficiency with systems, technology, product and procedures
• Assist onboarding of new hire sales associates for sales branch
• Manage sales office alignment and daily activities
• Coordinate internal/external meetings and conference calls
• Responsible for participation in general administrative duties (copying, filing, faxing, archiving), ad-hoc projects, committees and/or
group events
• Order office supplies and keep inventory well-stocked
• Coordinate and maintain records for staff office space and phones as necessary
• Coordinate department training and monitor security / database administration and compliance
• Coordinate media and periodical ad placement
• Manage marketing database and coordinate email and direct mail marketing campaigns
• Create and print sales marketing flyers for branch sales associates
• Participate in weekly Marketing Champions conference calls and communicate new marketing materials available and marketing
policies and procedures to branch sales staff
• Plan, coordinate, and recruit associate volunteers for corporate-sponsored volunteer events with local non-profit organizations

2. TEACHERS ON CALL, Bloomington, MN July 2009 – December 2012
Executive Assistant/Receptionist
Provide support to President/CEO, Vice President of Human Resources, Director of Sales & Service, Marketing Director, and
Manager Accounting & Finance. Also perform as the company receptionist.
EXPRESS PERSONNEL SERVICES, Red Wing, MN March 2007 – November 2008
Contract Admin – Nuclear Management Company
Provided support to CRIP team in the role of “Originator.” The Originator is the first point of contact in this project where all
calculation images begin.
Marketing Project Assistant - Capital Safety
Provided support to the Marketing Department in updating distributor information in database.
Raw Materials Excel Support - Red Wing Shoe Company
Provided support to the department Master Scheduler and other staff where appropriate with MS Excel reporting and Movex
data entry.
APEX MANAGEMENT SERVICES, Hastings, MN October 2006 – March
2007
Senior Customer Service Representative
Handled incoming calls from members and clients, provided information to members regarding membership terms and
payments, and handled report requests for internal and external customers.
BLUECROSS BLUESHIELD OF MN, Eagan, MN March 2006 – September 2006
Executive Administrative Assistant
Provided administrative and secretarial support for the Center for Prevention Vice President, the Director of Research and
Evaluation, the Director of Operations and Clinical Initiatives, and the Director of Strategy.
AMERICAN CANCER SOCIETY, INC., Mendota Heights, MN June 2003 – March
2006
Administrative Assistant
Provided administrative and secretarial support for the Income Development Director and three Income Development
Coordinators.
Executive Administrative Assistant
Provided administrative and secretarial support for the Regional Vice President.
PROMETRIC, INC., Edina, MN March 1997 – January 2003
Voucher Services Manager/Department Supervisor 1998 - 2003
Provided internal and external customer/client support, management of IT certification voucher sales/production/shipment
processes, compiled numerous excel reports in which reflected an average of $1.5M in monthly sales, and supervised a team of
4-6 direct reports.
Lead Customer Service Representative 1997 - 1998
Provided updated program information, help desk support, continuous training, and coaching to an assigned group of customer
service representatives for the Call Center facility.
• Researched, compiled, and distributed up to date information for each IT client testing program to the assigned group of customer
services representatives
• Monitored calls to ensure data accuracy and customer satisfaction
• Handled internal help desk calls from CSRs for on the spot coaching, call escalation, or advice on how to handle a particular situation
• Compiled call center statistic reports to assist the Call Center Supervisor manage call flow
• Monitored Call Center atmosphere to ensure work etiquette and procedures were being followed
Customer Service Representative 1997
Handled incoming calls from IT testing candidates, provided IT client program information to candidates upon request, and
completed/submitted internal service requests for candidates in Call Center facility.