Get the Job Done Administrative Assistant Resume
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Resume:
DIANA MARIE DE LEON
https://www.linkedin.com/in/diana-de-leon-a
Job Objective Seeking a challenging full-time position that will utilize my skills and experience to benefit the overall corporation. I have tremendous diversity in my career and I'm a fanatic to ensure that an office environment flows with ease for my fellow teammates. There is nothing more fulfilling in business than a team applying this same level of attention to ensure success for each other, the corporation and our customers.
QUALIFICATIONS/SKILLS
o Course training in: An Insight into Leading Others.
o Knowledgeable of IBM MS Word, MS Calendar, Outlook, MS Excel, MS PowerPoint, shorthand, Dictaphone, typing and key, AS, Siebel, LAMP, Iportal, SRM, SRP, HomeBase, HomeSaver, Loan Modification Database, LEAN, Commit , Interact, BOSS, Arriba, SAP system, File Maker Pro, CT Corporate Profile and outstanding phone manners.
o Excellent in planning, coordinating and executing a wide variety of office procedures.
o Possess years plus administrative experience supporting senior level executives and staff as required. Fourteen () years of legal administrative background and letter writing.
o Well organized, efficient and work with high level confidentiality on business matters under deadline pressure situations.
o Cheerful, adaptable, gets along well with coworkers, able to work independently and can meet rigid deadlines.
o Notary for the State of California. While at TWDC handled notaries for senior level executives when required for Michael Eisner, Bob Iger, Tom Staggs and notable icons in the entertainment industry.
EMPLOYMENT
Bank of America Corp (formerly known Countrywide), Simi Valley, California(/ – present)
Social Media Complaint Resolution Specialist (Twitter/Facebook, etc.) – (/ – present)
- Responsible for mitigating negative exposure/reputational risk to the bank in the social space by both proactively and reactively engaging customers in various social media mediums (i.e. Twitter, Facebook) to assist with their deposit accounts, mortgage related issues, mobile APP, OLB, while ensuring an exceptional service experience that will encourage our customers to provide positive feedback for the bank via the social space.
- Publicly responding to customers and addressing their concerns.
- Researching and escalating Home Loan and Deposit, Mobile APP, OLB and Card issues.
- Reviewing the Siebel, and ALP reports while providing coaching for associates when necessary.
- Reviewing Salesforce for actionable cases and then assigning cases among the social media department.
- Assist with training of new associates during the expansions of Social Media.
- Act as Subject Matter Expert (SME) for my team, providing guidance to my teammates on any process, policy and compliance concerns they may have.
- Assisted with Senior Vice President assistant as needed, general office skills, calendaring, answering phones, etc.
Executive Customer Relations – (/ – /)
- Researching and resolving complaints forwarded to the bank by the traditional media, regulators and executives within the bank or directed to the Office of the President.
- Responding to escalations in writing to elected officials and federal regulators.
- Assist team member with research and resolution for home loan related escalations for mortgage customers. Senior Collector– Customer and Associate Support Team (CAST) (/ - /)
- Work in a specialized unit that receives escalated supervisor calls from frontline associates that involve customer calls requesting supervisors; handling issues regarding assistance review, research and resolve workout, closings, rescission, escrow/payment research or further management/negotiation escalation to the point of closure with the customer. Assist management in following up on account issues to a complete resolution. Assist with Executive Customer Relation project follow up where research is required.
- Involved in the creation of a Priority Handling Unit and the Modification Support Unit, a specialized unit that reviews loans in which several calls are received regarding an account; escalations range from assistance review/escrow issues, research and resolve to the point of closure with the customer or further management escalation.
- Assist homeowners with research issues that do not adhere to Policies & Procedures within normal Home Retention Department practices (foreclosures postponements, rescissions, payment research, modifications, forbearances, escrow, mortgage issues as applied to servicing, etc.).
- Maintain Research/Escalation/Manager Database monitored by management.
- Schedule follow up with homeowners once resolution and research attained. (Specialty assignment –“Training Moments”; any errors made by associates either internally or with homeowners (inaccurate information, violation of Policy & Procedures etc.). All validated, compiled and placed on spreadsheet and forwarded to management on a weekly basis to educate customer service associates.
- Taking Collection multiqueue calls, updating account information for further workout assistance, taking payments, setting up repayment plans, debt counseling, HELOC Specialty queue working with RTM and HELOC Modification Calculator.
The Walt Disney Company, Burbank, California (/ to /)
Secretary III – Corporate Strategy, Business Development & Technology
- Supported up to three () Senior Vice Presidents, Directors and analysts.
- Prepared expense reports via SAP database, coordinate travel and maintained calendar system for all management.
- Acted as a liaison with senior level executives and departments scheduling internal/external meetings and presentations.
- General office duties; dictation/transcription, drafted/typed general correspondence, filing. Assistant in charge of the Archiving File System for the department.
- Assisted in the transition of our Office Managers, for four () years while in Corporate Strategy, by handling/ coordinating/training of procedures to the managers assuming the HR workload with approximately personnel employees.
- Provided support to department staff members as necessary.
Secretary III Corporate Legal Department
- Liaison for the Senior Vice President, Assistant General Counsel and Corporate Officer.
- Delegated as lead assistant for special projects, such as, Disney/McDonald's master contract and Capital Cities (ABC) merger.
- Drafted/typed general correspondence and contract documents (i.e., foreign and domestic senior level executives employment/settlement contract agreements.
- Dictation/transcription of office and/or employment contracts and correspondence.
- Coordinated travel, maintained calendar and prepared expense reports.
- Acted as a liaison with senior level executives and departments scheduling internal/external meetings and presentations.
- General office duties dictation/transcription; drafted/typed correspondence, filing.
- Provided support to department staff members as necessary.
Legal Assistant Corporate Legal Department, Litigation
- Liaison for two Senior Vice Presidents & Assistant General Counsel and Corporate Officers
- Main responsibility included secretarial support for the entire Litigation Department, as alternate assistant (on call for secretaries out ill or on a scheduled vacation).
- Prepared/typed pleadings, responses, court filings and various litigation correspondences.
- Coordinated travel, maintained calendar and prepared expense reports.
- Acted as a liaison with senior level executives and departments scheduling internal/external meetings and presentations.
- General office duties dictation/transcription; drafted/typed correspondence, filing.
- Provided support to department staff members as necessary.
- Drafted/typed legal correspondence and contract documents (i.e., foreign and domestic senior level executive employment/settlement agreements.
Secretary IV Business & Legal Affairs, Feature Animation, assisting Vice President, Esquire.
Secretary IV Corporate Legal Department, assisting Counsel and Paralegals.
Executive Secretary II Legal & Business Affairs & National Accounts, assisting two Legal Counsels, Director and Manager for the Disney Channel division.
EDUCATION
Associate Arts Business Administration/Social Studies, East Los Angeles College
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