, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Skills
Quality Improvement
Training
Client support
Team Supervision
Call Center Operations
Issue resolution
Experience in leadership
Active listening
Reliable and trustworthy
Conflict resolution
Microsoft Office
Working collaboratively
Organizational skills
Critical thinking
Improvement plan knowledge
Excellent multi-tasking ability
Expense reporting
Strategic planning
Presentation design
Office administration
Database administration
Office management
Documentation expertise
Staff Management
Administrative support
Friendly nature
Relationship building
Business administration
Mail handling
Scheduling
Staff Supervision
Detail-Oriented
Call Response and Transfer
Cash Handling
Problem Solving
Customer Relations
Employee Training
Cash Register Operations
Payment Processing
Customer Transactions
Team Leadership
Team Collaboration
Coupon Redemption
Transaction Balance Sheets
Adaptable and Flexible
Active Listening
Work History
11/2020 to CurrentOffice LeaderScheels Sports | Omaha, NE,
Supported the Multi-Unit Team Leader, serving as onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that will allow us to promote the value of H&R Block.
Executed and hold all tax office associates accountable to Standard Operating Procedures execution and client service experience, with escalation to the Multi-Unit Team Leader and District General Manager as necessary.
Served as point of contact for onsite escalated client service concerns.
Ensured clients are scheduled properly and conflicts are resolved, with escalation to the Multi-Unit Team Leader and District General Manager as necessary.
Lead daily activities to ensure that all tax office associates are scheduled, and work is completed according to deadlines, with attention to quality standards, priorities, and overall goals.
Lead daily huddles and communicate essential information to office associates.
Provided hands-on training to the new staff.
Since January 2022: in addition to managing 847 2nd Ave location, provided training and daily support for a brand-new pilot office staff located at 380 Lexington Ave.
Coached new hires on company processes while managing employees to achieve maximum production.
Utilized client and staff feedback to maintain customer partnerships and increase revenue.
Supervised a team of 14 employees.
11/2017 to 12/2021Assistant Pharmacy ManagerAlto Pharmacy | Houston, TX,
Implemented new customer service policies to maximize satisfaction and loyalty.
Optimized inventory organization and upkeep procedures.
Created and modified weekly schedules for staff.
Recommended OTC devices or medication options to help mitigate individual symptoms.
Communicated with patients, ensuring that medical information was kept private.
Supervised team of 3 billers.
Developed policies and procedures for effective pharmacy management.
Collaborated with store manager to maintain daily operations.
Trained new employees – billing department
Trained new employees - retail
Oversaw retail inventory
Set merchandise prices
Resolved customer service issues
Supported pharmacy manager as needed
04/2016 to 05/2017Multilingual Emergency Assistance CoordinatorAlamo Group | Leavenworth, KS,
Provided assistance services to travelling members (taxi, ambulance, hotel, medical bookings, etc.)
Communicated with service providers around the world (request documentation, reports, invoices, etc.)
Coordinated with various service providers
Used the case management database to accurately input all case details, actions taken, and next steps
Reviewed and interpreted benefits plans
Confirmed insurance coverage details to service providers and members
Translated medical documents from/to English, Spanish, and Russian
Was responsible for network development.
08/2014 to 11/2014Administrative assistantWorld Financial Group | City, STATE,
Was responsible for receiving calls, collecting information from clients and passing it to the next level for further assistance, preparing application forms and other paperwork
Attended educational seminars.
Education
Expected in 06/2016BBA | Business ManagementEuropean Business School, Madrid, Spain - New York, USA - Kaliningrad, RU, GPA:
European Business School - September 2012 to June 2016
Hybrid degree, attended classes at:
Manhattan Institute of Management, New York, USA – 2014 – classes in English
Villanueva Centro Universitario, Madrid, Spain – 2015 – classes in Spanish
European Business School, Kaliningrad, Russia – 2012-2016 – classes in Russian, English, and German
Willing to relocate to any state
Additional Information
Authorized to work in the US for any employer, willing to relocate to any state.
Accomplishments
Promoted from Tax Professional to Associate Team Leader, in less than 12-months.
Consistently maintained high customer satisfaction ratings.
Led team to achieve highest number of virtual returns completed nationwide, earning recognition from upper management and financial reward.
Exceeded sales goals by an average of 53% in 2022.
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