Operations and Organization Plan Jamie Sweeley Eric Van Vliet Adrian Loeza Michael Lan Gladys Vargas11/11/12 Table of Contents Company Description ....................................................................................................... 3 Mission Statement ..................................................................................................................... 4 Product Market/Scope .............................................................................................................. 4 Main Competitors ..................................................................................................................... 5 Operations Plan ................................................................................................................. 7 Key Partners .............................................................................................................................. 7 Key Suppliers............................................................................................................................. 8 Resources ................................................................................................................................... 9 Key Business Processes ........................................................................................................... 11 Employment Process ............................................................................................................ 11 In-house Process ................................................................................................................... 12 Customer Process.................................................................................................................. 12 Day of Tour........................................................................................................................... 13 Legal Form............................................................................................................................... 14 Management Team and Organization .......................................................................... 14 Management Structure ........................................................................................................... 14 Roles and Responsibilities .................................................................................................... 15 Professionals and Consultants ............................................................................................... 16 Stakeholders ............................................................................................................................ 17 Founders ............................................................................................................................... 17 Advisory Board Members ...................................................................................................... 18 Appendix A: Grids .......................................................................................................... 19 Appendix B: Figures ....................................................................................................... 20 Appendix C: Flow Charts .............................................................................................. 21 Appendix D: Resumes..................................................................................................... 22 References:....................................................................................................................... 30 Company Description Five business students at California State University, Monterey Bay identified a need in the market and founded Monterey Bay Wine Tours (MBWT). Eric Van Vliet, co-founder, discovered an opportunity and market niche; He found a sharp growth of wineries in the Monterey County area opening wine tasting rooms. MBWT is based out of Monterey, but provides tours throughout Monterey County. In recent years, the Monterey area has become better known for the wine produced there. MBWT seeks to help this reputation grow by providing tourists and locals a fun, safe way to experience Monterey County wines and wineries. MBWT is the area’s only full service wine tour company. The company’s tours fall into two different categories, public and private. With its public tours, you will join eight to ten other guests on one of three tour routes (Carmel, Carmel Valley, & Santa Lucia.) The public tours will also include shuttle service to and from your residence; a gourmet picnic and complimentary MBWT wine glasses. In contrast, the private tours are designed to give you as many options as possible. You can choose the vehicle, the guide, the wineries visited, and will provide an overall more private setting. If this isn’t enough, MBWT also goes above and beyond by offering the most professional and knowledgeable guides in the area. We share with you our extensive knowledge of general wine information, the Monterey County wine region, and the wineries visited. MBWT provides tourists and locals the opportunity to experience Monterey County wines and wineries in a fun, safe way. Our guides are knowledgeable, professional and great drivers. With a variety of vehicle and They have used their passion and business knowledge to grow MBWT into the premiere wine tour provider in the Monterey area. The services that MBWT will provide are wine tours.tour options available. affordable wine tours. and sightseeing services. In addition. MBWT's focus is to provide high standards of lifestyle and culinary experiences. we can provide you an unforgettable experience regardless of your budget. Deluxe) of wine tour essentials through our online website. hotel or central location pickup. We are targeting incoming baby boomers and new generation of wine buyers and drinkers as well as locals since many baby boomers and retirees live in the area. and experienced tour guides. Product Market/Scope Monterey Bay Wine Tours (MBWT) will offer tourists and locals the ability to purchase and select from three different packages (Standard. Premium. . small lunch with a MBWT glass. Monterey Bay Wine Tours was started in 2012 by a group of CSUMB business school graduates who wanted more than just a job after graduation. reasonable pricing. We will develop a foundation to guide our employees to make ethical decisions and to guide the company’s culture. To achieve this mission. we will build and maintain customer relations through a mix of quality customer service. MBWT targets this select group because these age segments want to relax or sightsee. and an education on wine. sightseeing. Mission Statement Monterey Bay Wine Tours (MBWT) is dedicated to providing tourists and locals with quality. overhead costs. and quality customer service. In addition. prices. as MBWT captures value in return. MBWT has a competitive advantage due to the mix between service features. Throughout the process of our services. MBWT maintains communication with the customers by verifying needs and providing a sense of independence in creating their first wine tour experience. Main Competitors Our main competitors are: Monterey Bay Wine Trolley The Monterey Bay Experience Elite Limousine . Furthermore. and operation costs. The service features include wine tour essentials like small lunch. There are many sightseeing services in the Monterey County but none of which focuses on wine tours and sightseeing for both drinkers and non-drinkers. MBWT will also offer destinations to the Monterey Bay Aquarium and Carmel Plaza. a MBWT glass.customers want to make sure their vacation or get-a-away has a comfortable at home feeling. tourists and locals will benefit from the value of MBWT services. Monterey Bay Wine Tour’s prices will embed a fix price for tours that include hourly labor costs. service feature costs. building and maintaining customer relations is vital to our business. which is why we rank quality of customer service as top priority. This gives Monterey Bay Wine Tours an opportunity to market to this niche segment giving MBWT a competitive advantage in the area. Close relationships with our customers will add value by creating loyal customers. and education in wine. Therefore. what . customers will have to deal directly with the seller from wineries. Finally. less customer service. a higher price. Competitive Analysis Grid. and similar marketing support. the benefit of a do it yourself tour is the cost aspect. Indirect competitors offer more services. We compared them on a set of four criteria: Variety of Wineries Educated Tour Guide Vehicle Used Service and Quality The criteria are rated with a scale of 1 being low and 5 being high. Do it yourselfers have the ability to utilize retail wineries to bring down costs. however. easier use. Comparing MBWT to its direct competitor Monterey Bay Wine Trolley. While MBWT will excel in the quality of customer service. Ag Venture Tours and Consulting Grid 1. in Appendix A compares Monterey Bay Wine Tours to its competitors. Monterey Bay Wine Tours wants to insure that all our customers have a wonderful and memorable experience. Our competitive advantage lies in the mix between variety in wineries and service and quality. Service and quality includes customer service as top priority. the price and ease of use are similar. Monterey Bay Wine Trolley doesn’t offer high-quality customer service. In any instance that you have an issue with a product bought from Monterey Bay Wine Trolley. Variety of wineries consists of the uniqueness of experience customers will receive while on the tour. Monterey Bay Wine Trolley offers better service features and has more marketing support. they increase in ease of use of their vehicle and time consumption. Operations Plan Key Partners The reputation of MBWT will be the key factor in what firmly establishes the partnerships in the area. The key partners are the wineries that MBWT will be touring at and hotels the customers will be staying at. These wineries include: Monterey: Pierce Ranch Vineyards Baywood Cellars Carmel Ridge Winery Le Mistral Bargetto Winery Carmel: Caraccioli Cellars Galante Vineyards Manzoni Cellars Scheid Vineyards Tudor Wines Carmel Valley: Chateau Julien . With three distinct tour routes (Monterey.they gain in cost reduction. Carmel. it is important to establish relationships with wineries along each of those routes. and Carmel Valley). When each tour is scheduled. the wineries will be sent a check with their amounts owed. the partner that is working the phones that day will call up the coordinator of the wineries scheduled. Each winery will have its own fixed price for the tour. They are well known for all of their fresh seafood dishes and small bites. we will have a person of contact at each winery. In the beginning MBWT will have fliers and informational pamphlets at the hotels where the other pamphlets are viewed for guests. Over time the reputation of MBWT will be established and the partnerships with the referrals from the hotels will be a massive asset. A good relationship with the hotels and motels in the area is also a partnership that will need to be developed. To create this open line of communication. located in Moss Landing. Boekenoogen Winery Holman Ranch Vineyards Silvestri Vineyards Dawn’s Dream Winery Cima Collina Talbott Vineyards Bernardus MBWT would need to have an open line of communication with each winery. Once payments have cleared in the account. Key Suppliers The key suppliers that we will need to be working with directly are for the gourmet lunches and snacks that need to be provided on the tours. We will be using Phil’s Fish Market. The food will be prepared in the morning and dropped off at the . The concierge at the nicer hotels will be referring MBWT to their clients that have no specific destination in mind. Another perk that MBWT customers enjoy are complimentary wine glasses emblazoned with the MBWT logo with every tour. competitive prices and product quality. considering the fact that no one in the current MBWT management .central location by 9 am. Of course this necessitates a need for MBWT to find a supplier of such glasses. At the very minimum. This e-commerce element of the website will add value for customers but will increase costs significantly. If customers call and specify for a private tour that they want a specific food from a specific place that is possible as well. Also.com is the perfect solution for this issue. we will start at the very first of business activities. To ensure that all the possible resources needed have been accounted for. the resources needed to get the website up and running include a computer and a printer with scanning/copying capabilities. The core of how MBWT adds value for customers and differentiates itself from competitors is the use of an interactive website. Discountmugs. These resources will act as the tools MBWT will use to add value for their customers. Resources An essential part to any operations model is identifying the resources that will be needed to get the company up and running. They have been selected due to their experience with similar businesses. What makes the MBWT website different than others is the ability to see up-to-the-minute tour schedules and to make reservations online. It is important to be as accurate and thorough as possible with this analysis because it will serve as the basis for the financial model. The food that will be ordered is a variety of specials and sandwiches. . a website designer will have to be hired as well. Other than the sticker price. Other vehicles will be rented from local car rental companies when needed until the optimal number of vehicles owned can be determined. insurance.” and one way we plan to live up to this statement is to offer a few small perks. The biggest capital investment of the whole business will be the tour vehicles. this facility will also serve as a place to conduct office/administrative activities and a meeting place for our tours. Square footage is not a huge concern as most of these activities can be performed in a small location. However.structure has any website design experience. Other than these functions. In order to truly accomplish these two things. additional resources are needed to offer other small perks. a local retail location will not only make MBWT more accessible to existing customers. This is due to the fact that MBWT predicts business to start slow. great effort should be made in finding a location with sufficient parking for customers. If a large number of vehicles were purchased there would be huge overhead costs associated with this excess capacity. MBWT’s retail location needs to be in a traditional tourist area in Monterey such as cannery row or fisherman’s wharf. While the vehicles are central to the core operations model. While a MBWT will have a significant online presence. MBWT will only buy a small number of vehicles initially. In order to maximize profits in the most efficient way. The most important of these is .. a MBWT wine glass and a gourmet picnic lunch. and registration. as this is a huge added value for them. but will also help attract new customers. customization costs for painting the MBWT logo on the vehicle must be considered also. MBWT tagline is “way more than just a ride. This includes a professionally educated tour guide. Key Business Processes Employment Process The need for quality employees educated on wine is of the utmost importance for the success of the MBWT. These last two items are relatively inexpensive but give customers the sense of getting a lot of “bang for their buck”.the professionally educated guide. The more time is spent analyzing and calculating these costs. Our wine glasses will need to be purchased in bulk customized with the MBWT logo on them and the gourmet picnic lunches would need to be purchased from a local market/caterer the day of the tour. Each one of these colleges has a wine or beverage course or courses. and Monterey Peninsula College. The sum of all of the aforementioned capital investments represents the resources needed to start MBWT. This is important because once all the resources needed have been identified. we can start to calculate the total amount of funds needed to start the business. profitable. These internships will be offered to students who attend the following colleges: Cabrillo Community College. . setting prices and how to budget. Start-up costs are extremely important to know because they provide us with basis of forecasting sales. the greater the chance the business will be successful and most importantly. The process we will use for recruitment is offer internships during the summer. which will be discussed in further detail in the financial model. Costs associated with these guides include recruitment costs. training costs and uniform costs. This would enable the interns to be fully educated and prepared for the job. CSU San Luis Obispo. The interns would need to have taken this course or have a surplus of knowledge of wine. The training that MBWT will provide is focused on the specialized wines that are offered at the winery’s that will be toured. by phone or by the shopping cart on the website.Kristen Mattson. Customer Process The customers can place orders two ways. This calendar will be where the tours are scheduled at the final process. There will be a founding member on the phone from 8-5 Monday thru Friday. will conduct the training. the interns will be taken on a trial run and evaluated by Kristen Mattson. In-house Process The founding members will be responsible for the administration duties. Once tours are booked and paid for by phone they are scheduled on the master schedule. Each founding member will work the phones one day a week. and is informed on the wineries. graduate of the Wine program in CSU San Luis Obispo. If the . The trial run will consist of people that are given a free wine tour and are giving their input afterward. The wineries will be grouped together by region. The reason for the founding members being responsible for the administration duties is because we have the most pride in making our company succeed rather than an intern that can be hired. Once training is completed. there will be a layout which identifies what the customer is looking for. After evaluation she will determine who has the most character. is personable. During the work day there is a calendar that is a master list that will coordinate when and where the tours will be placed. When the phone calls come in. the orders will be placed and any questions the customers has will be answered. When a customer places an order on the website. The intern will be giving the history of the winery on the tour. the region allows for only wineries in that region to show on the drop down menu. Depending on the tour and timing there . they are required to pay the amount owed. Day of Tour The tour guide/inter will pack the ban with the gourmet lunch packs and snacks for the afternoon. Once all options are chosen to book the tour. preferred wineries. The owners or managers then do their presentation of the wines. For example. There will be five drop down boxes. Everyone returns back into the van and goes to the next winery. Once the payment is received this is when tour will be booked in master calendar. Following this. During the ride the customers can ask the intern any questions and get feedback on their experience. If private tour is chosen then all dropdowns won’t be limited like with the public tour. next is date. This process happens again. Once as the orders are placed in the master calendar. The customers arrive at the tour and are greeted by the owners of the winery. and last is if they need to be picked up at a hotel. The van will then go to the first destination. the founding member will inform the winery of the tour that will be taking place and the time. the customers enjoy their gourmet lunches. One identifies if it is group or private. These items will be placed in a cooler.customer would like a wine tour that goes to Carmel-By-The-Sea and Monterey they would need to pay for a private tour. then region. the van will meet at the central location and the tour will begin at 10 am. Once the first category is selected the next is limited to that selection. After this tasting people are given a snack that is hardy. Following the sampling. The people that elected to be picked up at the hotel will be picked up at nine am. Legal Form We will be a Limited Liability Corporation (LLC. to the Secretary of State of California. Chief Investment Officer (CIO) Michael Lang. He has filled out LLC1. oversees all management below: Jamie Sweeley. our operating agreement will be drawn up and our LLC-12 will be submitted to the state. Chief Operations Officer (COO) o Site Manager o Customer Support . Since we are operating a moving vehicle the LLC will help protect all the stakeholders from the risk of being sued. Chief Financial Officer (CFO) o Office Manager Adrian Loeza.) We decided to be an LLC because of the limited liability to the members of the company. Another benefit is that the LLC has pass-through taxes similar to a partnership. Management Team and Organization Management Structure Figure 1 in appendix B provides the management team structured as a hierarchy where Eric Van Vilet.may be three wineries visited. the customers are dropped off at the central location. Adrian Loeza. Once the LLC-1 is accepted. President and CEO. has knowledge on how to set up LLC’s. Once the last winery is visited. The others are dropped off at their hotels. the Articles of Organization. Our CIO. Each stakeholder will have an equal part in the company. Director of Marketing Gladys Vargas. service. Adrian Loeza: Chief Investment Officer/ HR He is the person responsible for submitting all legal paperwork and hiring. quality. he is charge of human resource activities in the company including hiring the right personnel when needed. He is the point of communication with and between the board of directors. She is also responsible for overseeing the office manager. Michael Lang: Director of Marketing He is the public relations specialist and is responsible for advertising and promoting Monterey Bay Wine Tours’ services.o Seasonal Employees Roles and Responsibilities Eric Van Vilet: President & CEO He has ultimate management responsibility for the organization. She oversees the company operations to insure production efficiency. planning and investment for the organization. and cost-effective management of resources. Adrian’s role as CIO is management of the company’s funds invested in alternative investment categories and develops and executes a continuous plan of investment practices and formulates a investment strategies. senior management and the company’s shareholders. His primary purpose is to create awareness and inform customers about the services provided. . Jamie Sweeley: CFO She is responsible for overseeing all financial management. This includes working with newspapers and social media to manage the company’s brand and attending public events to ensure that MBWT is visible to the customers. Furthermore. and walk-ins. Site Manager The site manager will oversee seasonal employees during the tourist seasons. The reason for this is that rotation gives each founder a connection to the customer base. MBWT will provide all customers with high quality customer service by giving each customer one-on-one attention. They will be in-charge of running the day-to-day operations of the business. questions and issues. Customer Support The customer support representative will be in charge of handling customer orders. This will include processing incoming orders as well as following through previous orders. She is also a CSUMB graduate of 2012. Professionals and Consultants Website Developer We have hired Andrea Taylor to be the Website Developer for our company. phone calls. She has experience in website . She majored in Business Administration with a concentration in Computer Information Systems. The office manager will be on site to offer customer support through emails. Gladys ensures that each tour is properly designed according to customer’s specifications. This will include supervising and assigning tasks to a site manager and customer support.Gladys Vargas: Chief Operations Officer She is responsible for coordinating all operations and wine tour activities. Key Employees Office Manager The office manager position will be a rotating position between the founders of the company. He worked with Union Bank in Monterey and helped promote various charity events.President/Chief Executive Officer Monterey Bay Wine Tour will be led by CEO. Adrian Loeza. Gladys Vargas. Stakeholders Founders Eric Van Vilet.Chief Financial Officer Jamie is a business major with a concentration in accounting at CSU Monterey Bay and has work experience with financial institutions. Marketplaces during the summer and is also currently employed at CSUMB’s Academic Skills and Achievement Program as the accounting tutor. Keeping up to date with the latest fashion of the wine industry. He has experience working with start-up companies.Director of Marketing Michael has proficient skills in operations trends which will be essential to selecting the adequate products to be included in the website. Jamie Sweeley. She interned at eBay Inc. Eric Van Vilet. the information will be sent to a database. when a customer makes a purchase online. in order to attract customers will be a top priority in the performance of Lang’s responsibilities.Chief Operations Officer Gladys has experience in management operations and organizational skills. Also.development and will focus on making sure the website is up and running. She is also .Chief Investment Officer / HR Adrian is goal-oriented. team-based. He has strong leadership skills due to his security background. and organized. Michael Lang. Advisory Board Members Our Advisory Board Members include: Jennifer Warner Employee at Hayashi and Wayland Accounting Firm Knowledge on wines Financial Management Community Relations Steve John Opened Pinkberry and Erik’s Deli and Café Experience in hospitality industry Experience and Expertise in opening up a business in Monterey County Community Relations Dan Bohen Opened Pinkberry and Erik’s Deli and Café Experience in hospitality industry Experience and Expertise in opening up a business in Monterey County Community Relations . safety for students and setup activities. Being the Residential Advisor of the CSUMB dorms has allowed her to gain experience in customer service. For this reason customer satisfaction has become a high priority in her career’s development.pursuing an accounting concentration and has been able to apply her knowledge in the accounting industry. Her responsibilities include performing check-in & check-out procedures. Appendix A: Grids Competitive Analysis Grid Name Monterey Monterey Monterey Bay Wine Bay Wine Bay Tours Trolley Experience Variety of Wineries Educated Tour Guides Vehicles Used Service and Quality 4 4 3 Elite Limousine Ag Do it Venture yourself Tours and Consulting 4 (1-2) 4 (5) Even (3) Advantage (4) 15 Passenger Van $50-80 per person (2) Advantage (4) Limousine Even (3) (1-2) Trolley Trolley 15 Passenger Van $70-75 (4) Varies (5) $99 per person (3) $379 for 6 hours (5) (2) Figure 1 Competitive Analysis Grid (Ag Venture Tours. (EliteLimo. (The Monterey Bay Experience. 2012).net. (Tours of Monterey. 2012). 2007) . 2010). Appendix B: Figures Figure 1: Management Structure Figure Eric Van Vilet: President & CEO Jamie Sweeley: CFO Adrian Loeza: CIO / HR Michael Lang: Director of Marketing Gladys Vargas: Chief Operations Officer Office Manager Administrive Assistant Marketing Analysis IT Director Site Manager/ Cust Supp/ Employees . Appendix C: Flow Charts Flow Chart 1: Employee Recruitment and Training Flow Chart Recruit Interns Interview Process Train interns by Christa who is a graduate of wines from San Luis Obispo Take out to wineries to specialize Evaluation Take out in the field Flow Chart 2: Winery Tour Flow Chart Customer Places order on website Once as customers have signed up and date closes. Itinerary sent to winery Hotel pick up at 9 am Meet all others at central location for tour start Begin wine tour Visit winery Lunch Visit second winery Snack Drop off at central location Drop rest of customers at hotels . A) .Monterey Bay Seaside. CA Security Manager (30-40 hours/week) Accommodate a diverse assortment of guests in a professional manner Safely mediate many volatile situations in a professional manner Collaborate with board members with security staff hiring Conduct training for new employees Prepare work schedules for security staff United Way.Appendix D: Resumes Resume 1: ERIC VAN VLIET EDUCATION Spring 2013 (Expected graduation date) 4158 Gladys Ave Santa Cruz. CA 95062 PHONE 831.7006 EVANVLIET@CSUMB. Power Point.EDU California State University.0 GPA) Aptos. Excel.Fall 2010 (4.713.Business Administration (conferred: 2011) Dean’s List. Spring 2012 (4.0 GPA). CA Tax Preparer (3-5 hours/week) Assist low-income families and individuals with tax preparation Educate customers on tax credits.S) – Business Administration. CA Bachelor of Science (B. Accounting Concentration (In Progress) Dean’s List – Fall 2011 (3.8 GPA) SKILLS/TRAITS Excellent interpersonal communication skills Experience interacting with all types of personalities Detail oriented Highly successful in a team atmosphere Dedicated and independently motivated Strong knowledge of computer programs: Word. Access.9 GPA). deductions and filing status Hands on experience with TaxWise software 2/12 – 4/12 . CA 2011 Cabrillo College Associate of Arts (A. Allegiance EXPERIENCE 5/07 – Present Opal Cliffs Recreation District Santa Cruz.VITA Program Seaside. Spring 2011 (3. ect.9 Santa Cruz. CA Cashier (25-35 hours/week) Executed customer orders in various eating establishments in the Santa Cruz Beach Boardwalk amusement park Developed cash-handling and customer service skills 5/06 – 8/06 .) Whiting’s Foods Santa Cruz.2/11 – 6/11 KUSP Public Radio Station 88. compile financial statements and reports. ect. mailings. Performed an assortment of basic office related tasks (copies. CA Accounting Department Intern (8 hours/week) Compiled a variety of Excel spreadsheets Performed various data entry projects with the computer program Allegiance Gained QuickBooks experience by entering deposits and creating invoices Observed bookkeeper reconcile accounts. Business Administration (conferred: 2010) SKILLS/TRAITS Financial Needs Analysis Team leadership Building Key Strategic Relationships Technology Integration Accounting/bookkeeping Product/Service Training Knowledge of Taxation and Guidelines Individual Client Consultation Bilingual: English and Spanish Sound knowledge of account management.Loeza@gmail. CA 2010 Cabrillo College Associate of Arts (A.A) . interest rates.588. CA 95076 PHONE 831. and etc.S) – Business Administration. and financial services Ability to think creatively and work under pressure Strong financial modeling and analytical skills EXPERIENCE 8/08 – Present Union Bank Monterey. CA Bachelor of Science (B. marketing. CA Senior Relationship Banker Conduct financial need analysis and recommend appropriate products to meet client needs and the sale of business and consumer loans Coordinate with bankers or departments to cross-sell additional needed products or services Deliver informational sales presentations to potential clients and assists throughout completion while strengthening client relationship Manage and maintain signature and priority banking portfolio assigned or acquired Follow and adhere to all bank operational security policies and procedures mandated from bank and federal regulations Explain service features including service charges. Open new accounts in compliance with established policies and procedures Prepare all paperwork and assist the customer with signing of documents necessary to .com California State University.Resume 2: ADRIAN LOEZA EDUCATION Fall 2012 (Expected graduation date) 1002 Green Valley Road Watsonville.Monterey Bay Seaside. Accounting Concentration Aptos.8038 Adrian. and opportunity Analyze and approve client’s credit needs Implement audit plan to the branch Other positions held: RadioShack. balancing risk. Watsonville. CA: Hired as Sales Associate and promoted to Assistant Store Manager . process new accounts Assist maintenance of internal customer records Analyze and respond to the needs of clients. CA 95065 PHONE 831. CA Bachelor of Science (B. CA Marketplaces Accounting Intern Identified key accounting terms for revenue recognition in recently acquired companies Created a case study of Paypal Integration into India for VP Nik Sathe Created a master inventory for the eBay fashion closet and discussed risks and future controls Performed task clean up in Blackline.2403 Jsweeley@csumb. Financial. Spring 2012 SKILLS/TRAITS Proficient in Word.S) – Business Administration. Marketplaces Summer Accounting Internship Seaside. and Intermediate Accounting eBay Inc. CA Accounting Tutor Tutor: Managerial.Resume 3: JAMIE SWEELEY EDUCATION Spring 2013 (Expected graduation date) 314 Pestana Ave Santa Cruz.edu California State University. and PowerPoint Ability to multi-task and work in a high pressure environment Excellent communication and organization skills Able to interact and communicate comfortably with clients to meet and exceed client expectations Problem solving and analytical skills Excellent time management skills Able to set aggressive goals and meet them CSUMB Academic Skills Achievement Program Monterey Bay. which is a reconciliation tool for controllership team Assessed which employees had access to controllership folders which contained important financial data and reviewed the appropriateness of individual access Performed an Inventory of the Fashion closet at eBay Inc. EXPERIENCE 8/12 – Present 7/12 – 8/12 . Accounting Concentration (In Progress) Dean’s List – Fall 2011.419. Excel.Monterey Bay Seaside. Outlook. CA Commodities Broker/New Accounts Representative Client base retention and expansion via calling to perform account set-ups and maintenance Negotiation with clients of payable commissions Educated current and new clients on usage of trading software Made cold and warm calls to initiate new clients 4/08 – 9/10 . CA Basic Tax Preparer Review information on intake sheets Input information into Tax Wise Analyze information to see if client qualifies for any credit or filing status Show client what they will be receiving and instruct them on the ways to receive their refund Farr Financial Santa Cruz.2/11 – 6/11 Volunteer Income Tax Assistance (VITA) Seaside. CA Student Assistant Greeted and answered questions of guests Managed phone calls and the school of business e-mail Completed computer documents Administrative duties of scanning. Performed an assortment of basic office related tasks (copies. program proposals Enforced community standards Built relationships with residents Educated residents on community standards and housing expectations Completed area rounds for student safety Documented incident reports CSUMB School of Business Seaside. CA Accounting Department Intern (8 hours/week) Compiled a variety of Excel spreadsheets Performed various data entry projects with the computer program Allegiance Gained QuickBooks experience by entering deposits and creating invoices Observed bookkeeper reconcile accounts. and documenting Volunteer Income Tax Assistance (VITA) Seaside.) 6/11 – 12/11 8/10-Present . Accounting Concentration (In Progress) Dean’s List – Fall 2011. ect. CA 93933 PHONE 209. Bilingual (Fluent in Spanish and English) Self-motivated with a strong work ethic for professionalism and timeliness Excellent verbal and written communicational skills Exceptional organizational abilities Quick and eager to learn EXPERIENCE 8/11 – 5/12 CSUMB Student Housing and Residential Life Seaside.Monterey Bay Seaside. mailings.684. compile financial statements and reports. filing. Marina. monthly reports. ect.Resume 4: GLADYS VARGAS EDUCATION Spring 2013 (Expected graduation date) 3031 Antietam Ct.edu California State University. CA Bachelor of Science (B.S) – Business Administration. CA Residential Advisor Advisor to over 40 residents on the floor Administrative duties of work orders.2772 Gvargas@csumb. Spring 2012 SKILLS/TRAITS Excelled in Computer science technology courses. . elitelimo. from http://www. (2010). 2012.toursmonterey. Retrieved September 23. 2012. 2012. EliteLimo. (2012). from http://themontereybayexperience.com/wine-tours-insanta-cruz/shared-tours/ EliteLimo. (2012).com Tours of Monterey.net. Retrieved September 23. The Monterey Bay Experience. 2012. The Wine Trolley.com/WTPages/WTTicket. Retrieved September 23.agventuretours. Ag Venture Tours.References: Ag Venture Tours.net/monterey_tour.html The Monterey Bay Experience. from http://www. Retrieved September 23. from http://www. (2007).html .