Operations and Organization Plan Jamie Sweeley Eric Van Vliet Adrian Loeza Michael Lan Gladys Vargas

11/11/12

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 areas only full service wine tour company. The companys 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 isnt 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

tour options available, we can provide you an unforgettable experience regardless of your budget. 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. They have used their passion and business knowledge to grow MBWT into the premiere wine tour provider in the Monterey area.

Mission Statement
Monterey Bay Wine Tours (MBWT) is dedicated to providing tourists and locals with quality, affordable wine tours, and sightseeing services. To achieve this mission, we will build and maintain customer relations through a mix of quality customer service, reasonable pricing, and experienced tour guides. We will develop a foundation to guide our employees to make ethical decisions and to guide the companys culture. MBWT's focus is to provide high standards of lifestyle and culinary experiences.

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, Deluxe) of wine tour essentials through our online website. The services that MBWT will provide are wine tours, sightseeing, small lunch with a MBWT glass, hotel or central location pickup, and an education on wine. 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. MBWT targets this select group because these age segments want to relax or sightsee. In addition,

customers want to make sure their vacation or get-a-away has a comfortable at home feeling. Therefore, tourists and locals will benefit from the value of MBWT services, as MBWT captures value in return. 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. This gives Monterey Bay Wine Tours an opportunity to market to this niche segment giving MBWT a competitive advantage in the area. In addition, MBWT has a competitive advantage due to the mix between service features, prices, and quality customer service. The service features include wine tour essentials like small lunch, a MBWT glass, and education in wine. MBWT will also offer destinations to the Monterey Bay Aquarium and Carmel Plaza. Monterey Bay Wine Tours prices will embed a fix price for tours that include hourly labor costs, service feature costs, overhead costs, and operation costs. Furthermore, building and maintaining customer relations is vital to our business, which is why we rank quality of customer service as top priority. Close relationships with our customers will add value by creating loyal customers. 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

Ag Venture Tours and Consulting

Grid 1, Competitive Analysis Grid, in Appendix A compares Monterey Bay Wine Tours to its competitors. 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. Our competitive advantage lies in the mix between variety in wineries and service and quality. Variety of wineries consists of the uniqueness of experience customers will receive while on the tour. Service and quality includes customer service as top priority. Monterey Bay Wine Tours wants to insure that all our customers have a wonderful and memorable experience. Comparing MBWT to its direct competitor Monterey Bay Wine Trolley, the price and ease of use are similar. Monterey Bay Wine Trolley offers better service features and has more marketing support. While MBWT will excel in the quality of customer service, Monterey Bay Wine Trolley doesnt offer high-quality customer service. In any instance that you have an issue with a product bought from Monterey Bay Wine Trolley, customers will have to deal directly with the seller from wineries. Indirect competitors offer more services, less customer service, a higher price, easier use, and similar marketing support. Finally, the benefit of a do it yourself tour is the cost aspect. Do it yourselfers have the ability to utilize retail wineries to bring down costs; however, what

they gain in cost reduction, 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. With three distinct tour routes (Monterey, Carmel, and Carmel Valley), it is important to establish relationships with wineries along each of those routes. 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

Boekenoogen Winery Holman Ranch Vineyards Silvestri Vineyards Dawns Dream Winery Cima Collina Talbott Vineyards Bernardus

MBWT would need to have an open line of communication with each winery. To create this open line of communication, we will have a person of contact at each winery. When each tour is scheduled, 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. Once payments have cleared in the account, the wineries will be sent a check with their amounts owed. A good relationship with the hotels and motels in the area is also a partnership that will need to be developed. 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. The concierge at the nicer hotels will be referring MBWT to their clients that have no specific destination in mind.

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 Phils Fish Market, located in Moss Landing. They are well known for all of their fresh seafood dishes and small bites. The food will be prepared in the morning and dropped off at the

central location by 9 am. The food that will be ordered is a variety of specials and sandwiches. If customers call and specify for a private tour that they want a specific food from a specific place that is possible as well. Another perk that MBWT customers enjoy are complimentary wine glasses emblazoned with the MBWT logo with every tour. Of course this necessitates a need for MBWT to find a supplier of such glasses. Discountmugs.com is the perfect solution for this issue. They have been selected due to their experience with similar businesses, competitive prices and product quality.

Resources
An essential part to any operations model is identifying the resources that will be needed to get the company up and running. These resources will act as the tools MBWT will use to add value for their customers. 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. To ensure that all the possible resources needed have been accounted for, we will start at the very first of business activities. The core of how MBWT adds value for customers and differentiates itself from competitors is the use of an interactive website. What makes the MBWT website different than others is the ability to see up-to-the-minute tour schedules and to make reservations online. This e-commerce element of the website will add value for customers but will increase costs significantly. At the very minimum, the resources needed to get the website up and running include a computer and a printer with scanning/copying capabilities. Also, considering the fact that no one in the current MBWT management

structure has any website design experience, a website designer will have to be hired as well. While a MBWT will have a significant online presence, a local retail location will not only make MBWT more accessible to existing customers, but will also help attract new customers. In order to truly accomplish these two things, MBWTs retail location needs to be in a traditional tourist area in Monterey such as cannery row or fishermans wharf. Other than these functions, 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, great effort should be made in finding a location with sufficient parking for customers, as this is a huge added value for them. The biggest capital investment of the whole business will be the tour vehicles. In order to maximize profits in the most efficient way, MBWT will only buy a small number of vehicles initially. This is due to the fact that MBWT predicts business to start slow. If a large number of vehicles were purchased there would be huge overhead costs associated with this excess capacity. Other vehicles will be rented from local car rental companies when needed until the optimal number of vehicles owned can be determined. Other than the sticker price, insurance, and registration, customization costs for painting the MBWT logo on the vehicle must be considered also. While the vehicles are central to the core operations model, additional resources are needed to offer other small perks. MBWT tagline is way more than just a ride... and one way we plan to live up to this statement is to offer a few small perks. This includes a professionally educated tour guide, a MBWT wine glass and a gourmet picnic lunch. The most important of these is

the professionally educated guide. Costs associated with these guides include recruitment costs, training costs and uniform 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. These last two items are relatively inexpensive but give customers the sense of getting a lot of bang for their buck. 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, which will be discussed in further detail in the financial model. Start-up costs are extremely important to know because they provide us with basis of forecasting sales, setting prices and how to budget. The more time is spent analyzing and calculating these costs, the greater the chance the business will be successful and most importantly, profitable.

Key Business Processes

Employment Process

The need for quality employees educated on wine is of the utmost importance for the success of the MBWT. The process we will use for recruitment is offer internships during the summer. These internships will be offered to students who attend the following colleges: Cabrillo Community College, CSU San Luis Obispo, and Monterey Peninsula College. Each one of these colleges has a wine or beverage course or courses. The interns would need to have taken this course or have a surplus of knowledge of wine. This would enable the interns to be fully educated and prepared for the job.

Kristen Mattson, graduate of the Wine program in CSU San Luis Obispo, will conduct the training. The training that MBWT will provide is focused on the specialized wines that are offered at the winerys that will be toured. Once training is completed, the interns will be taken on a trial run and evaluated by Kristen Mattson. The trial run will consist of people that are given a free wine tour and are giving their input afterward. After evaluation she will determine who has the most character, is personable, and is informed on the wineries.
In-house Process

The founding members will be responsible for the administration duties. There will be a founding member on the phone from 8-5 Monday thru Friday. 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. Each founding member will work the phones one day a week. During the work day there is a calendar that is a master list that will coordinate when and where the tours will be placed. This calendar will be where the tours are scheduled at the final process.
Customer Process

The customers can place orders two ways, by phone or by the shopping cart on the website. When the phone calls come in, the orders will be placed and any questions the customers has will be answered. Once tours are booked and paid for by phone they are scheduled on the master schedule. When a customer places an order on the website, there will be a layout which identifies what the customer is looking for. The wineries will be grouped together by region. If the

customer would like a wine tour that goes to Carmel-By-The-Sea and Monterey they would need to pay for a private tour. There will be five drop down boxes. One identifies if it is group or private, next is date, then region, preferred wineries, and last is if they need to be picked up at a hotel. Once the first category is selected the next is limited to that selection. For example, the region allows for only wineries in that region to show on the drop down menu. If private tour is chosen then all dropdowns wont be limited like with the public tour. Once all options are chosen to book the tour, they are required to pay the amount owed. Once the payment is received this is when tour will be booked in master calendar. Once as the orders are placed in the master calendar, the founding member will inform the winery of the tour that will be taking place and the time.
Day of Tour

The tour guide/inter will pack the ban with the gourmet lunch packs and snacks for the afternoon. These items will be placed in a cooler. The people that elected to be picked up at the hotel will be picked up at nine am. Following this, the van will meet at the central location and the tour will begin at 10 am. The van will then go to the first destination. The intern will be giving the history of the winery on the tour. The customers arrive at the tour and are greeted by the owners of the winery. The owners or managers then do their presentation of the wines. Following the sampling, the customers enjoy their gourmet lunches. Everyone returns back into the van and goes to the next winery. During the ride the customers can ask the intern any questions and get feedback on their experience. This process happens again. After this tasting people are given a snack that is hardy. Depending on the tour and timing there

may be three wineries visited. Once the last winery is visited, the customers are dropped off at the central location. The others are dropped off at their hotels.

Legal Form
We will be a Limited Liability Corporation (LLC.) We decided to be an LLC because of the limited liability to the members of the company. Since we are operating a moving vehicle the LLC will help protect all the stakeholders from the risk of being sued. Another benefit is that the LLC has pass-through taxes similar to a partnership. Our CIO, Adrian Loeza, has knowledge on how to set up LLCs. He has filled out LLC1, the Articles of Organization, to the Secretary of State of California. Once the LLC-1 is accepted, our operating agreement will be drawn up and our LLC-12 will be submitted to the state. Each stakeholder will have an equal part in the company.

Management Team and Organization

Management Structure
Figure 1 in appendix B provides the management team structured as a hierarchy where Eric Van Vilet, President and CEO, oversees all management below: Jamie Sweeley, Chief Financial Officer (CFO) o Office Manager Adrian Loeza, Chief Investment Officer (CIO) Michael Lang, Director of Marketing Gladys Vargas, Chief Operations Officer (COO) o Site Manager o Customer Support

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, quality, service, and cost-effective management of resources. Jamie Sweeley: CFO She is responsible for overseeing all financial management, planning and investment for the organization. She is also responsible for overseeing the office manager. Adrian Loeza: Chief Investment Officer/ HR He is the person responsible for submitting all legal paperwork and hiring. Adrians role as CIO is management of the companys funds invested in alternative investment categories and develops and executes a continuous plan of investment practices and formulates a investment strategies. He is the point of communication with and between the board of directors, senior management and the companys shareholders. Furthermore, he is charge of human resource activities in the company including hiring the right personnel when needed. Michael Lang: Director of Marketing He is the public relations specialist and is responsible for advertising and promoting Monterey Bay Wine Tours services. His primary purpose is to create awareness and inform customers about the services provided. This includes working with newspapers and social media to manage the companys brand and attending public events to ensure that MBWT is visible to the customers.

Gladys Vargas: Chief Operations Officer She is responsible for coordinating all operations and wine tour activities. This will include supervising and assigning tasks to a site manager and customer support. Gladys ensures that each tour is properly designed according to customers specifications.

Key Employees
Office Manager The office manager position will be a rotating position between the founders of the company. The reason for this is that rotation gives each founder a connection to the customer base. They will be in-charge of running the day-to-day operations of the business. This will include processing incoming orders as well as following through previous orders. The office manager will be on site to offer customer support through emails, phone calls, and walk-ins. MBWT will provide all customers with high quality customer service by giving each customer one-on-one attention. Site Manager The site manager will oversee seasonal employees during the tourist seasons. Customer Support The customer support representative will be in charge of handling customer orders, questions and issues.

Professionals and Consultants

Website Developer We have hired Andrea Taylor to be the Website Developer for our company. She is also a CSUMB graduate of 2012. She majored in Business Administration with a concentration in Computer Information Systems. She has experience in website

development and will focus on making sure the website is up and running. Also, when a customer makes a purchase online, the information will be sent to a database.

Stakeholders
Founders

Eric Van Vilet- President/Chief Executive Officer Monterey Bay Wine Tour will be led by CEO, Eric Van Vilet. He has strong leadership skills due to his security background. Jamie Sweeley- Chief Financial Officer Jamie is a business major with a concentration in accounting at CSU Monterey Bay and has work experience with financial institutions. She interned at eBay Inc. Marketplaces during the summer and is also currently employed at CSUMBs Academic Skills and Achievement Program as the accounting tutor. Adrian Loeza- Chief Investment Officer / HR Adrian is goal-oriented, team-based, and organized. He has experience working with start-up companies. He worked with Union Bank in Monterey and helped promote various charity events. Michael Lang- 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. Keeping up to date with the latest fashion of the wine industry, in order to attract customers will be a top priority in the performance of Langs responsibilities. Gladys Vargas- Chief Operations Officer Gladys has experience in management operations and organizational skills. She is also

pursuing an accounting concentration and has been able to apply her knowledge in the accounting industry. Being the Residential Advisor of the CSUMB dorms has allowed her to gain experience in customer service. Her responsibilities include performing check-in & check-out procedures, safety for students and setup activities. For this reason customer satisfaction has become a high priority in her careers development.

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 Eriks Deli and Caf Experience in hospitality industry Experience and Expertise in opening up a business in Monterey County Community Relations

Dan Bohen

Opened Pinkberry and Eriks Deli and Caf Experience in hospitality industry Experience and Expertise in opening up a business in Monterey County Community Relations

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)

(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, 2012), (Tours of Monterey, 2012), (The Monterey Bay Experience, 2010), (EliteLimo.net, 2007)

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

Appendix D: Resumes
Resume 1:

ERIC VAN VLIET

EDUCATION
Spring 2013 (Expected graduation date)

4158 Gladys Ave Santa Cruz, CA 95062 PHONE 831.713.7006 EVANVLIET@CSUMB.EDU

California State University- Monterey Bay

Seaside, CA

Bachelor of Science (B.S) Business Administration, Accounting Concentration (In Progress) Deans List Fall 2011 (3.9 GPA), Spring 2012 (4.0 GPA) Aptos, CA

2011

Cabrillo College

Associate of Arts (A.A) - Business Administration (conferred: 2011) Deans List- Fall 2010 (4.0 GPA), Spring 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, Excel, Power Point, Access, Allegiance

EXPERIENCE
5/07 Present Opal Cliffs Recreation District Santa Cruz, 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- VITA Program Seaside, CA Tax Preparer (3-5 hours/week) Assist low-income families and individuals with tax preparation Educate customers on tax credits, deductions and filing status Hands on experience with TaxWise software

2/12 4/12

2/11 6/11

KUSP Public Radio Station 88.9 Santa Cruz, 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, compile financial statements and reports, ect. Performed an assortment of basic office related tasks (copies, mailings, ect.) Whitings Foods 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

Resume 2:

ADRIAN LOEZA
EDUCATION
Fall 2012 (Expected graduation date)

1002 Green Valley Road Watsonville, CA 95076 PHONE 831.588.8038 Adrian.Loeza@gmail.com

California State University- Monterey Bay

Seaside, CA

Bachelor of Science (B.S) Business Administration, Accounting Concentration Aptos, CA

2010

Cabrillo College

Associate of Arts (A.A) - 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, marketing, 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 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, interest rates, and etc. Open new accounts in compliance with established policies and procedures Prepare all paperwork and assist the customer with signing of documents necessary to

process new accounts Assist maintenance of internal customer records Analyze and respond to the needs of clients, balancing risk, and opportunity Analyze and approve clients credit needs Implement audit plan to the branch

Other positions held: RadioShack, Watsonville, CA: Hired as Sales Associate and promoted to Assistant Store Manager

Resume 3:

JAMIE SWEELEY
EDUCATION
Spring 2013 (Expected graduation date)

314 Pestana Ave Santa Cruz, CA 95065 PHONE 831.419.2403 Jsweeley@csumb.edu

California State University- Monterey Bay

Seaside, CA

Bachelor of Science (B.S) Business Administration, Accounting Concentration (In Progress) Deans List Fall 2011, Spring 2012

SKILLS/TRAITS
Proficient in Word, Excel, Outlook, 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, CA Accounting Tutor Tutor: Managerial, Financial, and Intermediate Accounting eBay Inc. Marketplaces Summer Accounting Internship Seaside, 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, 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

2/11 6/11

Volunteer Income Tax Assistance (VITA) Seaside, 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, 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

Resume 4:

GLADYS VARGAS
EDUCATION
Spring 2013 (Expected graduation date)

3031 Antietam Ct. Marina, CA 93933 PHONE 209.684.2772 Gvargas@csumb.edu

California State University- Monterey Bay

Seaside, CA

Bachelor of Science (B.S) Business Administration, Accounting Concentration (In Progress) Deans List Fall 2011, Spring 2012

SKILLS/TRAITS
Excelled in Computer science technology courses. 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, CA Residential Advisor Advisor to over 40 residents on the floor Administrative duties of work orders, monthly reports, 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 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, filing, and documenting Volunteer Income Tax Assistance (VITA) 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, compile financial statements and reports, ect. Performed an assortment of basic office related tasks (copies, mailings, ect.)

6/11 12/11

8/10-Present

References:
Ag Venture Tours. (2012). Ag Venture Tours. Retrieved September 23, 2012, from http://www.agventuretours.com Tours of Monterey. (2012). The Wine Trolley. Retrieved September 23, 2012, from http://www.toursmonterey.com/WTPages/WTTicket.html The Monterey Bay Experience. (2010). The Monterey Bay Experience. Retrieved September 23, 2012, from http://themontereybayexperience.com/wine-tours-insanta-cruz/shared-tours/ EliteLimo.net. (2007). EliteLimo. Retrieved September 23, 2012, from http://www.elitelimo.net/monterey_tour.html