JOANN B.

DONZELLA
349 EAST MOUNTAIN ROAD
COLD SPRING, NY 10516
Home: 845-265-4663 Cell: 914-439-1742
Email: jd62266a@westpost.net

PROFILE: Over fifteen years of experience with expertise in customer service man
agement, paralegal and project management.
QUALIFACTIONS:
- Excellent leadership skills, providing clear direction and guidance.
- Outstanding relationship management skills used to build client/customer loy
alty.
- Extremely dependable, conscientious, detail-oriented, highly focused and fle
xible.
- Strong advocate of teamwork Can Do Attitude.
WORK EXPERIENCE:
10/09 to Present GOLDSAND & CINQUE, ESQS., Brewster, NY
OFFICE MANAGER & PARALEGAL
- Performing all legal assistant activities for a general practice attorney
including preparing and filing legal documents, maintaining calendar, schedulin
g with the courts, maintaining billings in Quickbooks and preparing monthly i
nvoices to clients; responsible for all aspects of real estate transactions incl
uding closings and post-closing issues, greeting clients and generally maintaini
ng office.
1/97 1/09 CARTUS, Danbury, CT
OPERATIONS MANAGER 4/07 1/09
- Managed a team of 10 customer service professionals with responsibility for
400 clients.
- Served as primary liaison between corporate clients and internal departments
.
- Worked cross-functionally in a matrix structure to build support and consens
us for customer excellence.
- Utilized performance metrics to ensure staff accountability for the highest
levels of customer satisfaction.
- Increased customer satisfaction rating from 84% to 92%, via performance track
ing and continuous communication and improvement.
CLIENT SERVICES MANAGER 1/97 9/99
- Managed a team of 25 customer service professionals with oversight for Rayth
eon, a major corporate client.
- Worked in partnership with internal and external resources to facilitate emp
loyee relocations including a major group move of 2,000 people.
- Established collaborative working relationships with moving companies, appra
isers, attorneys and other suppliers to provide clients with one-stop service re
liability.
- Facilitated team efforts to streamline and re-engineer workflows in order to
increase client/customer satisfaction levels.
Reduced teams aged accounts receivables from $2.5M to $800, its lowest historica
l amount.
4/05 4/07 SAYEGH LAW FIRM, Carmel, NY
REAL ESTATE PARALEGAL
- Performed multiple duties including preparation of wills, contracts, deeds,
closing packages, receipt and review of title searches, payoff statements and t
ax information.
- Served as primary liaison to lenders, real estate agents, sellers and purcha
sers.
- Resolved all pre and post closing issues.
- Assumed responsibility for multiple job duties allowing attorney the time ne
eded to focus on strategic objectives.
6/90 11/01 PRUDENTIAL RESOURCES MANAGEMENT, Valhalla, NY
MANAGER, Closing Department
- Selected to manage newly formed, consolidated closing department.
- Managed a team of 25 employees with responsibility for overall closing activ
ities.
- Worked within and consistently met strict monthly guidelines.
- Streamlined and re-engineered workflows to maximize productivity.
EDUCATION: IONA COLLEGE, New Rochelle, NY
Bachelor of Science, Business Administration
CERTIFICATIONS: Certified Relocation Professional (CRP), Certified Paralegal,
Notary Public.
COMPUTER SKILLS: Microsoft Office Suite, Quickbooks, Abacus.