Talented Customer Success and Operations Manager offering expertise in resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities through follow up and relationship building. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Skills
Training programs
Account management
Proficient in Microsoft and other proprietary company programs.
SalesForce, Outreach & Mail Chimp CRM software
Self-motivated
Collaboration
Data management
Flexible
Decision-making
Project planning
Active listening
Customer service
Conflict resolution
Computer skills
Data entry documentation
Memo preparation
Timeline Planning and Management
Sales plan implementation
Account balancing reconciliation
Inventory systems
Sensitive material handling
Back office operations
Report analysis
Accounting support
Cash deposit preparation
Detailed meeting minutes
Accounting skills
Technologically savvy
Recordkeeping and bookkeeping
Experience
09/2017 to Current
Operations and Customer Success ManagerAccounting And Consulting Group, Llp – Panama City, FL,
Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
Negotiated tender and contract terms to meet both client and company needs.
Provided training and product support for other members of sales team.
Revised department schedules to maximize coverage during peak hours.
Drove customer escalations to resolution by engaging directly with clients.
Oversaw addressing of customer requests for friendly, knowledgeable service and support.
Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
Managed office inventory and placed new supply orders.
Handled scheduling and managed timely and effective allocation of resources and calendars.
Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
Coordinated office activities and operations to secure efficiency and compliance with company policies.
Elevated customer satisfaction ratings by resolving client and case issues effectively.
Automated office operations for managing client correspondence, payment scheduling, record tracking and data communications.
Wrote professional business correspondence to maintain strong line of communications.
Directed and oversaw office personnel activities.
Planned for major business changes, including system conversions and office moves.
Solicited vendor quotes to determine optimal material purchase pricing.
Reduced financial discrepancies by accurately managing accounting documentation while maintaining case costs and billing processes.
Distributed memos and updates to apprise departments and divisions of corporate objectives and developments.
Managed office budget to handle inventory, postage and vendor services.
Conferred with business leaders to evaluate needs and strategize operational improvements.
Developed long-term budgets covering office supplies and equipment maintenance to meet organizational demand.
Conducted staff performance evaluations to monitor progress and recommend professional development plan.
Coordinated travel arrangements by booking hotel rooms, car rentals and flights for staff.
Streamlined back office services for clients to promote proper functionality and positive user experience.
Drafted manuals and resources for identifying access to services.
Aided senior leadership during executive decision-making process, meeting with clients to research case, collect data, prepare settlement packages and interpret information for daily report generation.
Discussed performance-based objectives with department managers to determine contributory value of office programs.
07/2019 to 03/2020
ReceptionistWayfair Llc – Durham, NC,
Scheduled and confirmed appointments.
Maintained daily calendars, set appointments with clients and planned daily office events.
Sorted incoming mail and directed to correct personnel each day.
Managed more than 50 incoming calls per day.
Handled payment processing and provided customers with receipts and proper bills and change.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
Maintained accurate bookkeeping of important files, running reports and delivering updates on occupancy and revenues.
Checked and secured building areas during off-hours to prevent entry by unauthorized individuals.
Managed office duties and basic administrative tasks, including organizing and cleaning work space, ordering materials and answering phone calls.
03/2017 to 08/2017
Administrative AssistantProstaff Temp Agency – City, STATE,
Organized and maintained filing and document management systems by coordinating, archiving and purging files.
Developed administrative processes to achieve organizational objectives and improve office efficiency.
Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
Updated details in company database by keying in customer contacts and delivery dates.
Directed customer communication to appropriate department personnel.
Tracked and submitted employee timesheets to accounting department for payroll processing.
Monitored attendance records by taking note of staff vacation time, sick days and personal days.
Liaised with senior and executive administrative assistants to handle requests and queries from senior managers.
Collected, calculated and reported on expenditure and statistical data to inform senior management.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Greeted customers and offered immediate assistance.
Worked hard to learn required tasks quickly to maximize performance.
Built and maintained working relationships with peers and upper management.
Looked for ways to go above and beyond job requirements.
Education and Training
Expected in 06/1996 to to
High School Diploma: Mora High School - Mora, MN, GPA:
Expected in to to
: Bethel University - Saint Paul, MN GPA:
Completed coursework in Business, accounting and management.
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