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Office Manager / Shop Assistant Manager Resume Example

Resume Score: 90%

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OFFICE MANAGER / SHOP ASSISTANT MANAGER
Summary

Innovative, seasoned, and result-oriented Customer Service Specialist who effectively executes process changes to improve operational efficiency; specializes in quality service, customer retention, productivity and team management; dedicated to employee development; effectively motivating associates through continual guidance, direction, development and coaching; can-do attitude and willingness to help at all times.





Highlights
  • Client relations specialist
  • Conflict resolution techniques
  • Team management
  • Word/Excel software proficiency
  • Focused on customer satisfaction
  • Strong problem solver
  • Strong interpersonal skills
  • Self-starter

  • Skilled multi-tasker
  • Training and development
  • Deadline-oriented
  • Meticulous attention to detail
  • Management of remote employees
  • Self-directed
  • Microsoft Office proficiency
  • Time management
Experience
Office Manager / Shop Assistant Manager, 11/2013 to 10/2014Company Name - City, State
  • Coordinated vehicle intake process, handled payment and insurance records; maintained repair/payment agreement contracts.
  • Verified and logged in deadlines for responding to daily inquiries.
  • Owned team productivity metrics.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Provided a high level of product and leadership support to representatives and clients.
  • Effectively managed departmental expenses to stay within allocated budget.
  • Collected, monitored and evaluated customer requirements to achieve desired repair rates and delivery time.
  • Resolved customer questions, issues and complaints.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Developed rapport with vendors and customer base by handling difficult issues with professionalism.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the shop team.
  • Contacted insurance providers to verify correct insurance information and get authorization for proper repair/billing procedures.
  • Created databases and spreadsheets to improve inventory management and reporting accuracy.
  • Managed incoming and outgoing calls for busy front office.
  • Provided support for CEO and repair technician team in managing operation work flow.
  • Handled incoming and outgoing correspondence, including mail, email and faxes.
DealSaver Analyst, 08/2012 to 04/2013Company Name - City, State
  • Reviews program, including documentation, diagram, and flow chart, to determine if representative is performing according to user request and are in compliance with company guidelines.
Office Manager, 05/2004 to 06/2007Company Name - City, State
  • Maintained church and church office inventory and maintenance schedules.
  • Traveled with the Pastor/CEO to take notes and dictation at meetings.
  • Handled incoming and outgoing correspondence, including mail, email and faxes.
  • Checked mail, shopped for office/church supplies and handled bill payments.
  • Screened telephone calls and inquiries and directed them as appropriate.
  • Developed and maintained office systems to efficiently deal with paper flow.
  • Coordinated overnight travel arrangements and accommodations.
  • Organized personal and professional calendars and supplied reminders of upcoming meetings and events.
  • Created expense reports using Microsoft Excel spreadsheets.
  • Created presentations using Microsoft PowerPoint.
  • Typed documents, updated websites and compiled information for meetings.
  • Conducted extensive on-line and phone research.
  • Organized work projects around the Church office and grounds.
  • Handled and processed confidential church resident and program information.
  • Maintained and organized master client Index and information files in master database.
Call Center Supervisor/Customer Service, 11/2003 to 01/2007Company Name - City, State
  • Supervised and coordinated activities of customer service representatives engaged in carrying out departmental objectives in call center.
  • Managed and mentored an average of 25 new customer service representatives per year.
  • Utilized knowledge of company purposes, rules, regulations, procedures, and practices.
  • Oversaw unit's work load, schedules, and personnel assignments, status of on-going work, projects, and available personnel for work assignment in order to plan team activities.
  • Conducted investigations or research; wrote technical, informative, or operational reports and papers.
  • Reviewed reports, papers, and other records prepared by personnel for clarity, completeness, accuracy, and conformance with company policies and routed approved reports and records to superior for action.
  • Coordinated work activities of team with other units and members to prevent delays in actions required or to improve services to prospective customers.
  • Monitored employees' demeanor, technical accuracy, and conformity to company policies.
  • Documented personnel performance and initiated disciplinary actions when necessary.
  • Prepared individual recommendations for consideration by superior.
  • Engaged in handling customer orders and telephone complaints of customers.
  • Monitored service calls while ensuring that high level standards of customer service to perspective and existing clients were being met.
  • Developed relationships with and maintained corporate accounts.
  • maintained customer relationships on a daily, weekly and yearly basis.
  • Carried out extensive research; resolved customer complaints and account problem areas.
Office Manager, 02/1999 to 08/2004Company Name - City, State
  • Identified key growth opportunities for the business through sales and location.
  • Managed the day-to-day tactical and long-term strategic activities within the business.
  • Compiled and synthesized relevant business data such as financials, performance, locations and headcount forecasts.
  • Planned, organized, scheduled and directed activities of assigned team members.
  • Reviewed and approved billing invoices and expense reports.
  • Presented company goals and objectives to new principals.
  • Offered feedback to executive-level management on the effectiveness of strategies, selling programs and initiatives.
  • Coached and mentored 3 staff members by offering constructive feedback and taking interest in their long-term career growth.
  • Initiated disciplinary procedures, including verbal and written performance counseling, and terminations when necessary.
  • Performed various administrative responsibilities, such as: price bids on customized orders, performed daily sales recaps, prepared bank deposits, and monitored cash control procedures.
  • Prepared administrative reports; liaison between departmental heads, perspective clients, and former/current employees.
  • Production of advertisement literature for employees and perspective clientèle.
  • Created certificates, company logos and policies and procedures for maintaining confidentiality.
  • Verified accuracy of purchase orders and vendor invoices, and resolved problem areas.
  • Performed various clerical tasks such as, but not limited to: data entry, typing, filing, and facsimile, etc.
Education
In Process:General,2017Present Moreno Valley College - City, State

Continuing Education

BiologyWest Los Angeles College - City, StateBiology
GEDWashington Prep High School - City, State

Fulfill requirements of general studies to graduate

Skills
  • Word/Excel
  • Desktop Publishing Software: Photoshop, Illustrator, HTML

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DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

School Attended

  • Present Moreno Valley College
  • West Los Angeles College
  • Washington Prep High School

Job Titles Held:

  • Office Manager / Shop Assistant Manager
  • DealSaver Analyst
  • Office Manager
  • Call Center Supervisor/Customer Service

Degrees

  • In Process : General , 2017
    Biology
    GED

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