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Work experience

Sep 2013Present

Royalties Specialist

O'Reilly Media

·      Accurately code and enter contracts with specified royalty rates

·Code and process all advance requests

·Perform bi-monthly audits of titles, authors, publication status, and contracts on file

·Responsible for coordination of bi-monthly royalties for several hundred authors

·      Manage weekly and monthly clientele notifications regarding tax withhold status, stale checks

·Parse and electronically file numerous documents utilizing Excel functions

·      Correspondence with internal and external stakeholders concerning author royalties and statements, ensuring appropriate access to the Author Portal

Jun 2013Aug 2013

Administrative Support (Contract Position)

Pacific Crest Securities/Ultimate Staffing

·Performed various administrative tasks in support of large annual conference

·Coordinated travel arrangements 

·Prepared and submitted expense reports for multiple executives·Maintained detailed conference registration spreadsheets sending daily updates to management ·Updated Salesforce CRM contacts and accounts

Sep 2011Mar 2013

Risk Management Analyst


·Reviewed transactions for potential fraud, financial risk and non-compliance issues ultimately preventing over $1.2M in fraud and losses to the company

·Responsible for making quality funding decisions and maintained performance level within the top 10% of the department

·Utilized time management skills to effectively meet daily decision deadlines while assisting with phone queue and navigating internal CRM system

·Spearheaded project to overhaul existing automated merchant communications

·Facilitated project to ensure department compliance with sponsoring bank and credit card regulations

·Managed dual lens of achieving customer delight while mitigating financial loss

·Selected by management to learn and utilize new hiring procedures

Nov 2010Sep 2011

Client Account Specialist


·Ensured smooth transition of software subscription and data to new business owners

·Assisted new business owners in applying for merchant accounts

·Implemented and tested new merchant accounts

·Resolved ownership disputes restricting unauthorized access to clients’ data

·Regularly evaluated and renewed client contracts

·Provided general customer service regarding client accounts via phone and email while maintaining PCI compliance

·Worked exclusively within company’s proprietary CRM software

Jan 2004Oct 2009

Patient Services Coordinator

Swiss Dental Center

January 2004-December 2006, May 2009-October 2009

·Coordinated complex scheduling of surgical appointments acting as liaison between patients, doctor, and the laboratory

·Submitted claims to patients` insurance companies using appropriate codes for services rendered

·Kept accurate records of patient accounts and daily schedule

·Maintained daily reports of office production and accounts receivable 

·Assisted in transfer of patient information to new software system

·Prepared and mailed welcome materials to new patients

·Greeted all patients and answered any questions or concerns regarding procedures

Mar 2007May 2009

Passenger Services Manager

World Leaders Travel

Promoted to Passenger Services Manager: Sept 2007- May 2009

·      Performed daily entries of invoices and managed passenger accounts, contacted passengers, reviewed and edited passenger travel documents 

·Assisted in interviewing and training new employees

·Coordinated and mailed comprehensive travel packets to travelers ensuring that passengers are properly prepared for their trip; includes confirming passengers have the appropriate passports, visas, lodging

·Maintained and audited numerous passenger lists

·Responded to customer inquiries using strong verbal and written communication skills

·Registrar: March- Sept 2007

·      Operated a multi-line telephone system with a large call volume

·Entered all new bookings and passenger information with high accuracy

·Sent bi-weekly booking updates to clients


60 WPM, 99% accuracy

Mac and MS platforms

MS Office, Access

MS Project


Adobe Creative Suite

Adobe Acrobat Pro


"Besides being a joy to work with, Jenna is a take-charge person who is able to present creative ideas and effectively communicate the benefits. She has successfully managed several process improvement efforts that have resulted in increased productivity and higher customer satisfaction." Patrick Fenoughty, PSD Risk Manager at Intuit

"Particularly, Jenna’s customer service and communication skills are spectacular and rare.It is a natural ability and comes through as such." Donna McNeill, Charter Sales at Silverado Stages

"Jenna’s ability to manage the patients, insurance billing and competently schedule and coordinate with our lab allowed for the best sales in over 2 years.  Her enthusiasm and dedication is both inspiring and motivating.  Jenna’s efforts created a happier and productive team. " Melissa Beresford, Laboratory Services Coordinator at Swiss Dental Center

"I have given Jenna many projects outside of her basic job description, and she is able to tackle them with little instruction and almost no supervision.  I really cannot say enough good things about Jenna's work performance.  She is a gem, and any company would be lucky to have her in their employ." Tiffany Newman, Director of Passenger Services at World Leaders Travel

"Jenna is not only a ‘Customer Service Superstar’ with a wonderfully positive and friendly disposition, but was also a valuable addition to the HCP (now World Leaders Travel) Tour Manager team.  She is very conscientious, incredibly customer oriented and has the ability to appear unflappable when working directly with the most discerning clients. Her ability as a Tour Manager is admirable and no doubt stems from her understanding of the needs of clients, which she assimilates through her role as a Passenger Services Manager." Gordon Marsh, Tour Manager at World Leaders Travel 

"From the partner client's perspective, I very much enjoyed working with Jenna who is reliable, conscientious, and keenly customer-service minded. She is a skilled handler when dealing with complex and/or difficult situations as often occur in the travel business, and she has an affective style that calms the disgruntled and instills confidence."  Lauren Szymanoski, Program Manager at Smithsonian Journeys


UC Berkeley Extension

Project Management

Aug 2012- Jan 2013

Fred Pryor Seminars

Mastering Excel

June 2011

Cal Poly, San Luis Obispo

BFA, Art & Design

Sept 2002-Dec 2006

Lorenzo de’Medici, Florence

Study Abroad Program

Fall 2005