INTER AMERICAN UNIVERSITY OF PUERTO RICO AGUADILLA CAMPUS

ECONOMIC AND ADMINISTRATION SCIENCE DEPARTMENT

OFFICE MANAGEMENT SYSTEM PROGRAM

Nicky E. Rosario Texidor A00295670 PORTFOLIO Business Communication Workshop in English OMSY 3040January-May 2011 Prof. Carmen Negron Feliciano

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Introduction

During the semester we learn, practicing and develops the different types of Business Communications. We start of the most simple document, the resume and finish our intensive training writing the credit refusal message. In this portfolio I present the different documents assigned to enforce our skills at the time we work in the management ambience. Also give me the opportunity to know how I can handle different situations. In the next pages find all the business letter and small explanation about the importance of the document.

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Resume

The resume is our professional, educational and skills, that we present to the employee that knows our background. Always include the educational, skills and Work Experience.

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NICKY E. ROSARIO-TEXIDOR 33 SW 52nd Court, Apt. U QUALIFICATIONS SUMMARY Highly personable Customer Service Professional with over five years of experience in account management, claims and sales processing, and customer service operations within the travel, school, and non-profit industries. Talent for identifying customer needs and presenting appropriate company product and service offerings Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings. Expertise in resolving escalated customer service issues. Organized, productive and able to work in a fast paced environment Excellent time management skills Team player Speak Spanish, English and basic Italian Coral Gables, FL 33134 nikkierosario@gmail.com (786)406-4487

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook).

PROFESSIONAL EXPERIENCE Inter Cruises Portside/ Miami Pier- Miami, FL Guest Logistic/Pier Agent Processed tickets orders, check-in 12/2010 to Present

Answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity Excellent communication skills, able to interface with all customers

South Florida Workforce/Little Havana Career Center-Miami, FL Office Clerk (Volunteer)

9/2009 to 11/2010

Serve as a Volunteer Office Clerk, assisting the Career Advisors with clients, paperwork and contributing to the production and smooth performance of the office.

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Elba Lugo Carrion Elementary School - Arecibo, PR Library Specialist

02/2008 05/2009

Played a key role in the workings of the school library, by identifying the students needs, and providing information and answers to their questions. Assisted the Librarian with the day to day operations of the library 10/2000 5/2009 2003 2004

Adiele Solutions Arecibo, PR Travel with Sears San Juan, PR Travel Consultant

Collaborated with Senior Travel Consultant to create strategic plans to enhance customer satisfaction Instrumental in improving customer-satisfaction ratings development, and implementation of new reporting procedures through suggestion,

Received training and was certified in Hotel & Car ShAAplus Training 2001 2004

Carnival Cruise Lines San Juan, PR Embarkation Specialist Processed tickets orders, check-in

Answered questions, responded to concerns, and alleviated delicate situations with professionalism and sensitivity Excellent communication skills, able to interface with all customers

EDUCATION AND TRAINING Bachelor of Science in Business Administration, Marketing, Inter American University, PR 2008 PRESENT

Associate of Science in Television & Radio Communication Technology, Universidad de Puerto Rico, Arecibo, PR 08/1985 06/1990

REFERENCES Available upon request

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References

The references is one the most important part of the resume. Include at least three persons that know you job development, good moral and character.

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References for NICKY E. ROSARIO-TEXIDOR 33SW 52nd CT. Apt U Coral Gables, Fl 33134 786-406-4487 adielegirl@gmail.com

Lorraine Vallejo Career Advisor South Florida Work Force 700 SW 24 Ave 11 floor Miami, FL 33133 305-643-3300

Ricky Montanez 3440 NW 110 Terrace Coral Springs, FL 33065 954-729-0797 Cellular rickymontanez@hotmail.com Brenda Estrada Logistic, Castrol, Inc. 973-633-2200 Work 646-418-3431- Cellular

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Cover Letter

The Cover Letter always is include when we send a resume, it is a briefing about our interest to work in the position that the company offer and give to the Employment Specialist at least a knowledge about our experience. It is to attract the specialist review the resume carefully and call for an interview.

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Personnel Travel Consultants & Temps, LLC 2 Main Street New Egypt, New Jersey

Dear Ms. Lavin;

Re: Travel Help Desk (Job ID: 38837)

Please accept this letter and the accompanying resume as application for the above position advertised on monster.com

I have over ten years as a travel consultant in domestic and worldwide travel. My passion for travel started when I accept internship on Rivera Biascoechea Travel Agency and work directly with the corporate accounts and the walking clients. I get great satisfaction from using my love of travel and interest in other cultures to create unforgettable holidays and travel itineraries for my clients. I have extensive experience in SABRE and TRAMS.

My career in the travel industry began when I was a full time student, while I was studying for the Certificate SABRE (Retail Travel Sales).

My skills and enthusiasm for travel were recognized by my colleagues at PTC and, on completion of my studies, I became a domestic travel consultant for the company. I currently work as a Pier Staff for Intercruises Shore Side & Port Service (ISPS). I enjoy developing personal itineraries for clients and delivering exceptional service. I use my excellent communication skills to find out exactly what clients want from their travel-cruising experiences and then liaise with agents to deliver everything that is required for a hassle-free holiday.

I work well within a close team and enjoy fostering good working relationships to help a team achieve its goals. I am keen use these skills to move up to the next level and manage a team of pier staff.

I look forward to discussing my application with you further at interview.

Yours sincerely

Nicky E. Rosario-Texidor

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Job Application

All employers have his own job application. This form is exactly you resume but more concise. It is important to fill all blanks, if one of the question is not applicable for you is accepted fill the blank with NA or N/A. All Employment Specialist suggest when you fill the form have the resume to make sure you do not forget any information.

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 Please complete this application by typing or printing in ink. INCOMPLETE or UNSIGNED applications will not be considered. We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin, marital status, or disability. Do you need an accommodation to participate in the application or interview process?
Employer
Yes No

Job Order # Job Title

PERSONAL DATA Name Present Address Phone ( ) Operator Message Phone ( CDL ) City E-Mail Address Endorsements State Zip

Drivers License: EDUCATION

CDL Type

High School Diploma or GED? Training Length Major Apprenticeship Level

Yes

No

Post Secondary Degree? Date Completed Minor In which trade?

Name of school beyond High School

WORK EXPERIENCE (List most recent work experience first) Company Name Complete Address
Street / P.O. Box City State Zip Code

Immediate Supervisor

Job Title Job Description (duties, skills, equipment used)

Phone

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(Use tab key, not enter key)

ADDITIONAL INFORMATION THAT COULD HELP YOU QUALIFY FOR THIS POSITION Examples include; classes (include dates), certificates, current licenses, specific equipment and other skills.

LIST REFERENCES (preferably persons who know about your work/training) Name Address Phone Number ( ) ( ) ( ) -

The information that you provide on this application is subject to verification. Falsifications or misrepresentations may disqualify you from consideration for employment or, if hired, may be grounds for termination at a later date. Do you want to be informed before we contact your present employer? Yes No With my signature below (typed or written), I certify that all information on this and all attached pages is true, correct and complete to the best of my knowledge and contains no willful falsifications or misrepresentations. I authorize all former employers to release job-related information they may have about me and I release all persons or companies from any liability or responsibility for providing such information.

Signature:

Date:

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Thank you Letter

The thank you letter, express our gratefully to the time for the interview. Include a relevant information that probably we forgot to mention it.

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April 12, 2011

Mr. Steve Rinker Employment Specialist Norwegian Cruise Line 7665 Corporate Center Dr. Miami, Florida 33126 Dear Mr. Rinker: It was very enjoyable to speak with you about the Vacation Planner position with Norwegian Cruise Line. The job, as you presented it, seems to be a very good match for my skills and interests. The creative approach to Vacation Planner that you described confirmed my desire to work with you. In addition to my enthusiasm, I will bring to the position strong sales skills, knowledge about cruise industry, assertiveness and the ability to find the perfect cruise vacations for your guest and work cooperatively with the department. My travel agent background will help me to work with customers and provide me with an understanding of the special aspects of our work. I understand your need for a vacation planner support. My detail orientation and cruise ships skills will help to free you to deal with larger costumers issues. I neglected to mention during my interview that I had worked for the winter season as a temporary Pier Staff Agent for NCL in the Port of Miami. This experience helped me to develop my focus on the real questions and expectations of the guest about his vacations I appreciate the time you took to interview me. I am very interested in working for you and look forward to hearing from you about this position. Sincerely,

Ms. Nicky E. Rosario-Texidor

Nicky E. Rosario-Texidor

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Resignation Letter

It is important advise to the employer that we found a new job, and we give the time to find an ideal candidate. The letter also express our gratitude for the opportunity to work there.

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NICKY E. ROSARIO-TEXIDOR 33 SW 52ND CT, CORAL GABLES, FL 33134 (786) 406-4487 nikkirosario@gmail.com

March 11, 2011

Carmen Negron Employment Specialist Destination Travel Services 123 Salamanca Ave Coral Gables, FL 33134

Re: Resignation Letter of Nicky Rosario, Travel Consultant

Dear Mr. Negron:

It is with both regret and anticipation that I submit this letter of resignation, effective March 25, 2011. I have accepted a position with Carnival Cruises Corporation as an opportunity to further my career goals and achieve growth within a marketing role.

It has been a genuine pleasure working for Destination Travel Services during these past four years. The work has been challenging and productive, and I have thoroughly enjoyed working with Destination Travel Services fine staff of professionals. I will miss my associations here.

If I may be of any assistance in the recruitment, hiring process or training of my replacement, please know that I will gladly make myself available to this effort. In addition, I have created a new SOP for my position that should help any new employee in his or her transition. A copy of this SOP accompanies this letter.

Thank you again for allowing me to serve Destination Travel Services and for providing me with this opportunity. I wish you and Destination Travel Services continued success in all your endeavors.

Sincerely, Nicky E. Rosario-Texidor Encl. cc: Mr. P. Alexander Ms. Kasey Smith

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Agenda

When the company have a meeting it is important to use the agenda, is a guide, for the topics that the management want to discuss.

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ADIENIKK SWEETS MARKETING BOARD APRIL 12, 2011 8:00 A.M. Adienikk Headquarters 7300 Corporate Center Drive 5th Floor - Conference Room 1 Miami, Florida 33126 AGENDA

I. Call to Order

II. Roll Call III. Approval of Last Meetings Minutes IV. Marketing Report a. Quarterly status b. Update on Public Relations activities V. Accounting Report a. Budget overview

b. Dues update

VI. Old Business a. Status of partnership with Cake and Pieces b. Status of equipment new inventory control VII. New Business Upcoming events Henry M Flagler Elementary School Annual Cookies Sales Cookie Makers Annual Fair Other new business Recruiting new specialized employees in promotion and sales department

VIII. Calendar IX. Adjournment

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Minutes

It is a sumary of the topics discuss on the meeting. Always this is present in the next meeting to make sure all decisions and proposals go exactly at expected.

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Meeting Minutes April 12, 2011 Opening: The regular meeting of Adienikk Sweets was called to order at 8:00 am on April 12, 2011 in Adienikk Headquarters by Victoria Brannan Present: Rocio La Rosa Victoria Brannan Joseph Bivens Mark Phillips Nicky Rosario A. APPROVAL OF AGENDA The agenda was unanimously approved as distributed. B. APPROVAL OF MINUTES The minutes of the previous meeting were unanimously approved as distributed. C. OPEN ISSUES (a)Marketing Report 1. Present we are closer of our objectives for the next quarter year. The last quarter increase at 79% of market penetration and we increase about 68% the product sales according of the Marketing Plan. 2. According with our compromise with the community we increase the Public Relation Program including teaches the singles parents how increase the income developing his own business according at their interest: cookies, cakes, cupcakes or gourmet desserts. 3. Create Kids Sweets Treats Summer Camp for free, where we accept childrens between 8 to 12 years that have a special needs to be focuses: Attention Deficit Disorder and Hyperactivity. The summer camp runs the three month of summer vacation and the two weeks vacation in the winter season. (b) Accounting Report The new Marketing Budget for the Current Fiscal year was 80,000 to continue the Marketing Plan and another 25,000 to create and develop a

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new advertising program. This program goes thru our public relations department and continues to effort our Name in the Market. (a) We has a three dues t o updated: First we have a new Marketing Project Manager and she is un charge of the new changes in the second quarter marketing program for August. Second the new building is complete equipped and start the production of our

products one month ago. Also we have more space for the PR program
established the last quarter. (C) Old Business We start the partnership with Cake and Pieces, this partnership give us the opportunity to open a new market in the North of Florida and provide to Cake and Pieces the opportunity of the bakers have more accessible his products. We have a new equipment inventory control. This equipment is more accurate of our last one. The barcode scan, give us the status about the ingredients is in use or if one of the utensils is missing o broken.

D. NEW BUSINESS (a) Upcoming Events 1. Henry Flagler Annual Sales is on May 2 and the school request about 3 thousand of different cookies boxes for student sale. This Annual sale in our mayor goal, because we sell the box cookies for a nominal fee to the school: 24 cookie box for $1.50, and the school sale the same box in $4.00. All gains go to the school supplies needs. 2. We participate on the Cookie Maker Annual Fair, this year is in New Jersey and sponsored with Bravo Channel, we have a booth to marketing our product in this niche.

(b) Recruiting specialized employees for sales and promotion department that were in charge to open new territories and create new partnership business with local store, restaurants and supermarkets.
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E. AGENDA FOR NEXT MEETING Quarterly Report Update of the PR program Results of the Annual Sales Results of the Annual Fair Present the track of the objectives and goals goes on Introduce the new team Present the new Marketing Plan for the New Fiscal Year

Adjournment: Meeting was adjourned at 12:00 at noon by Rocio La Rosa. The next general meeting will be at 8:00am on August 12, 2011 in Adienikk Headquarters Minutes submitted by: Nicky Rosario

Approved by: Victoria Brannan

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Recommendation Letter

This type of document is requested to new employer to corroborate the attendance, responsibilities and performance of the candidate. Also is use for college graduates.

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March 8, 2010

Mr. Vicente Garcia Manager Worthington Industries 7930 NW 79 Ave Medley, FL 33178

Dear Mr. Garcia, It is my pleasure to recommend Leo Wilson Applicant, his performance working as a Sales Manager for Main St. Company proved that he will be a valuable addition to any company. I have known Leo for three years in my capacity as Assistant Manager at Main St. Company. Leo worked for me on various projects as a consultant, sales and based on his work, I would rank him as one of the best sales consultants we have ever had. Leo distinguished himself by consistently submitting exceptionally well-researched and well-written reports on our clients. Leo is highly intelligent and has good analytical and communication skills. If his performance in our company is a good indication of how he would perform in yours, he would be an extremely positive asset to your program.

If I can be of any further assistance, or provide you with any further information, please do not hesitate to contact me.

Yours Sincerely,

Nicky Rosario-Texidor

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Collection Letters
The collection letter are divide in three:
First is a reminder for a payment
Second is reminder for payment, but include in the letter if the customer have a problem to pay do not hesitate to contact the company to make payment arrangement Third letter include the offer to make payment arrangement if the company do not receive any notice they send the due amount of a collection agency.

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First Collection Letter

Nicky E. Rosario-Texidor

Adienikk Sweets
33 SW 52nd Court Coral Gables, FL 33134 March 12, 2011

Oskar Morales

131 SW 52nd Ave

Miami, FL 33178 Dear Mr. Morales: According to our records, your current balance due is $473.25. Of this amount, $215.38 is more than 30 days past due. As you know, our normal terms require payment within 30 days after the invoice is sent to you. Since you have established an excellent credit rating with us in the past, we are surprised to see a problem arise at this time. If there is some error, or you are unable to pay the amount due immediately, please contact me so that we can correct the situation or make suitable arrangements for prompt payment of this obligation. Thank you for your attention to this request. Very truly yours, Nicky E. Rosario-Texidor
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Second Collection Letter

Nicky E. Rosario-Texidor Adienikk Sweets 33 SW 52nd Court Coral Gables, FL 33134

April 12, 2011

Oskar Morales 131 SW 52nd Ave Miami, FL 33178

Dear Mr. Morales: We have not received any response from our statements of the last two months nor to our letter of March 12. Your entire account is now 45 days overdue, and you owe us a total of $473.25. If there is some reason why this payment cannot be made immediately, please contact us so that we can make arrangements that will be mutually agreeable. Perhaps we can work out a payment schedule that would be realistic for your present circumstances. Naturally, we do not want to endanger your credit rating or destroy the good relationship that we have maintained in the past. Therefore, would you please take care of this obligation immediately so that we will not have to file an unfavorable report with the credit bureau or resort to the use of a collection agency or an attorney. We have enclosed a self-addressed envelope for your convenience. Please return it as soon as possible with your check for the balance owed. Very truly yours, Nicky E. Rosario-Texidor
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Third Collection Letter

Nicky E. Rosario-Texidor
Adienikk Sweets 33 SW 52nd Court Coral Gables, FL 33134 April 12, 2011

Oskar Morales
131 SW 52nd Ave Miami, FL 33178 Dear Mr. Morales: We still have no response from our statements of the past three months nor from the letters that we sent you on March 12 and Apri12. Your entire account is now seriously past due: It is obvious that our efforts to clear the account on a mutually agreeable basis have had no impact. Unless we receive payment from you within seven days, or can work out a mutually agreeable arrangement to discharge this obligation, we will have to report the matter to the retail credit bureau. Subsequently, the account will be turned over to a collection agency or to our attorneys for further action. Since this is a costly procedure for both of us, and will cause serious damage to your credit rating, I would suggest that you call immediately so that we can clear the matter at once without resorting to such procedures. Very truly yours, Nicky E. Rosario-Texidor

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Credit Refusal Message

This letter inform the customer that request a credit line or a credit card the reason that the company do not accept the request.

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Nicky E. Rosario-Texidor Adienikk Sweets 33 SW 52nd Court Coral Gables, FL 33134

Oskar Morales 131 SW 52nd Ave Miami, FL 33134

Dear Mr. Morales:

Thank you for your recent request for a credit line in our company. After reviewing your application and/or information obtained from consumer credit report, we have determined that we cannot grant you request for credit at this time

The reason for not approving you request are:

Based on the application information, have many delinquency accounts.

We based our decision strictly on a review of application information according to our credit guidelines.

If you feel you have additional information you wish to submit to us that might influence our decision, feel free to us at the address listed at the top of the letter.

Sincerely,

Nicky Rosario-Texidor

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Conclusion

Depending of our position, we have the knowledge how to write a business document keep in mind the correct worlds to use, the COA, the Cs for effective communication. In my personal experience, this course give me the opportunity to refresh my knowledge an English Commercial Writing taken on 1985. How many changes that I find during this journey and now have the newest way to the correct writing documents.

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Bibliography

Bradley, Miller, Effective Communication for Colleges, 10th edition www.businesslettersample.net www.jobsearchtech.about.com/od/letters/l/bl_block_p.htm www.letterwritingguide.com
www.parlipro.org/minutes.htm

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Appendix: Itinerary Letter

April 31, 2011

Jenny Texidor PO BOX 12966 Arecibo, PR 00612

Dear Mrs. Texidor:

This is to confirm your reservations for you Miami Trip and 3-day cruise vacation in the Caribbean. We are delighted that you have chosen our company to arrange your travel package.

The record locator for American Airlines is PQRTUY, departure next May 24, 2011 at 11: 00am and returning June 23, 2011 at 3:00PM. Remember this is an electronic ticket, so you do not need a paper ticket.

As you have requested, we made the necessary changes in the itinerary to include a wheelchair assistance in the Miami International Airport while you in transit in this city. Also we confirm your transfers for two people between the airport, hotel and pier.

However, we cannot accommodate your request to leave by early morning since the only available schedule will leave after lunchtime.

Attached in this letter are the copies of the itinerary and details of your cruise accommodation.

Thank you very much for your continued patronage. If you need any more assistance, please feel free to contact me.

Sincerely,

Nicky Rosario Travel Consultant

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