Candidates About

Danielle Anne Stern

Objective

Customer service specialist seeking a role that requires my strong communication, people, IT, issue resolution, technological trouble-shooting, technical writing, data analysis, document management, organizational, advanced Microsoft Office (Outlook, Word, Excel, etc.), and growing Spanish skills. Keyboarding: 75 WPM

Experience

January - May 2018                                           Greater TX Federal Credit Union | Austin Staffing       Austin, TX

Executive Assistant to President/CEO of Greater Texas Federal Credit Union

• Supported President & CEO, three C-level executives, senior managers and eleven-member board of directors for $6M+ federal credit union. Maintain expense account, provide office and project management, meeting and event planning, technical writing and editing, travel coordination, expense reconciliation, and more.

February - November 2017                               Resource Staffing                & Ashby Staffing                               Austin, TX

Customer Service & Admin Specialist; Receptionist; Model Home Hostess.

• Provided customer service and sales support to sales teams, prospective buyers, vendors and brokers, for Sitterle, MI Homes, Brookfield Residential and Lennar, in Austin, Georgetown and Leander; provided specialized administrative, filling and A/P support for local builders.

April 2016 - February 2017                               Century Communities, Inc.                                               Austin, TX

Customer Care (Warranty) Coordinator

·         Managed customer service for luxury home owners in Austin, San Antonio and the Hill Country—30+ communities.  

·         Managed warranty repairs, database, cost control and communication of warranty terms, processes and construction quality standards, for three regional divisions, twenty-eight builders, and the sales, marketing, contracts, accounting, executive teams and service providers. 

·         Supervised Avid survey responses and ranking, ProBuild and PunchList software integration, training and reporting, legal, arbitration, claim and accounting research; tracked vendor performance and recruited vendors during labor shortages. Functioned as liaison between legal team and VPs of construction.  

·         Employee of the Month, August, 2016; Employee of the Quarter (Q3), November, 2016; achieved savings of an estimated $1.5 M in legal fees, through negotiation of complex warranty issues.

July 2013 – April 2016                                       Contractor  & Freelance Writer                                         Austin, TX

Freelance Writer & Project Manager

·         Offered copy writing, online editing services, technical video transcription, engineering, meeting, marketing and medical transcription and market research.

·         Project & Call Center Manager, Austin Disaster Relief Network (ADRN), for Central Texas floods of 2015. Provided writing, editing, project management, presentation graphics, journalism, social media set-up (Facebook, Twitter, Google+, etc.).

September 2011 – July 2013                            Texas.gov/TXNICUSA, Inc.                                             Austin, TX

Business Contracts Analyst

·         Technical writer and business analyst for public-private partnership between NIC and Texas State.

·         Negotiated fees and standard terms and conditions for customer agreements, amendments, Non-disclosure Agreements (NDAs), and service agreements, and resolved or researched contract issues. Drafted terms for updates, renewals and exceptions. Managed renewals, templates, SharePoint libraries, and transitioned legacy files to digital storage.

·         Reviewed vendor contracts and coordinated legal review, with NIC attorneys and management, agency, county, court, vendor attorneys and procurement staff.

·         Provided in-house and external ad hoc analyses, reporting and quality assurance. Created amendment template, documented process improvements and best practices and trained successor.

July 2009 – August 2011                                   Virtual Blink of an Eye, Inc.                                             Austin, TX

Owner – Online Virtual Assistant, www.virtualblink.net and virtualblinkofaneye.com

·         Attained DBA and built website to market online editing and administrative services, including social media set-up, marketing, editing, graphics and more, to busy entrepreneurs in the U.S. and China.

November 2010 – August 2011                       Texas State Comptroller | Peak Performers                   Austin, TX

Data Entry Operator III, via Peak Performers (Ran online business concurrently)

·         Performed data entry and analysis for the Integrated Statewide Administrative System (ISAS). Provided UAT testing for ISAS and CPAWeb application support. Provided telephone, Internet, and email customer service for the Texas Powerful Smart Appliance Mail-in Rebate Program of the Texas State Comptroller's State Energy Conservation Office (SECO) Stimulus Division.

September 2008 – May 2009                           Teacher Retirement System (TRS)                                  Austin, TX

Senior Documentation Analyst, via State Street Bank

·         Technical Writer for Investment IT Division. Wrote system, application, process, implementation, training and special project documentation. Managed SharePoint Library permissions, versioning, and content. Updated policies and procedures. Transcribed meeting minutes.

November 2007 – April 2008                           Sheshunoff & Co. | Meador Staffing                              Austin, TX

Senior Administrative Coordinator, Investment Banking Division

·         Supported eight on- and two off-site professionals. Managed multiple projects, regulatory and BOLI licenses, trade show logistics, web meetings, physical and digital file system and off-site document storage. Coordinated travel and tracked expenses. Edited quarterly e-newsletter, and increased circulation through use of ConstantContact.

November 2005 – June 2006                            Fossil Consulting Services | Century Staffing Columbia, MD

Office & Graphics Department Manager

·         Office and Graphics Team Manager for Fossil Consulting. Managed office functions for small engineering firm. Provided word processing, graphics, editing and quality control (QC) for client deliverables of natural gas power plant training programs and manuals. Managed three-person graphics team and managed FTP site. Coordinated project requirements and deliverables for thirteen engineers. Coordinated with print vendors for large and rush jobs. Designed Visio graphics, by hand and with templates.

Education

Austin Community College (June 2015 – Present)                                                                                       Austin, TX

Foreign Language – B.A., Spanish (78 credits; 3.8 GPA)

Strayer University                                                                                                                                                Alexandria, VA

Certificate Computer Science, Programming and Systems Analysis, Dean’s List; Internship: Michael Stein & Associates, software design and development (4.0 GPA)

Northern Virginia Community College                                                                                                            Annandale, VA

N.V.C.C., Annandale/Alexandria, VA, 1992, B.S. Sociology (62 credits, 3.5 GPA)