Operations Assistant/Scheduling Coordinator Resume Example
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FlorenceCox
Professional Summary
Experienced Administrative Assistant and Customer Service Manager with over 10+years of hands-on experience working in diverse office and customer service environments. A team player who works collaboratively and effectively communicates with all levels of staff. Proficient success in using MS Office,Word,Excel and PowerPoint. I'm interested in similar entry-level opportunities with your company where my exceptional administrative, management,customer service, sales and technical support skills will be fully utilized.
Skills
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Work History
ISTAY HomeCare Services, 10/2021 to Current
Taskus – Dallas , TX
Taskus – Dallas , TX
- Educated and supervised patients and family members regarding prevention strategies, self-care techniques and nursing care needs.
- Managed budgeting, purchasing and payroll and delivered pertinent reports to board.
- Designed strategic marketing and advertising campaigns to enhance agency development in market.
- Assessed customer needs and developed individualized solutions to reach customer satisfaction.
- Recruited, hired and developed top candidates for open vacancies and retained staff using consistent mentoring and positive feedback.
- Managed direction of agency by administering, directing and coordinating activities.
- Networked and assisted county, state and federal government agencies.
- Maintained personnel files and regularly conducted audits to verify accuracy of information.
- Answered phone calls and e-mails regarding inquiries and arranged meetings for official business.
- Approved staff hiring, termination, promotions and department transfers.
- Protected client and co-worker confidentiality, maintained data privacy compliance and adhered to HIPAA restrictions.
- Attended seminars, conferences and organizational activities to maintain management expertise.
Operations Assistant/Scheduling Coordinator, 02/2019 to 10/2021
Consolidated Communications – Perry , FL
Consolidated Communications – Perry , FL
- Developed and implemented scheduling and American Disability Act(ADA) policies.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Gathered employee data to develop monthly work schedules, enabling proper staffing for all departments for each shift.
- Led team of 3 scheduling coordinators.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Implemented policies and standard operating procedures for continuous improvement.
- Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
- Assisted operations manager with planning of routine operations and special projects.
- Assisted with day-to-day operations of facility, including scheduling and customer service.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Built and maintained relationships with ADA clients and drivers.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Dispatched,evaluated and adjusted over [20+] routes based on daily needs, available workers, traffic hazards and weather conditions.
Player Support Team Lead(Temporary Assignment), 01/2018 to 02/2019
Amboss – New York , NY
Amboss – New York , NY
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer.
- Learned, reference and apply product knowledge information.
- Replied to an average of [200+] emails per day by addressing customer inquiries, solving problems and providing new product information.
- Identified and solved technical issues with a variety of diagnostic tools.
- Engaged users and answered questions on website and in forums.
- Used ticketing systems to manage and process actions taken.
- Researched, troubleshooted and resolved complex problems independently.
- Reviewed dual transactions that appeared suspicious to uncover possible fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Supervised 15-20 Player Support Specialist in providing excellent customer service to players requiring assistance for Billing and Technical issues.
Call Center Supervisor, 11/2010 to 08/2017
TitleMax Inc – City , STATE
TitleMax Inc – City , STATE
- Effectively managed a high-volume of inbound and outbound customer calls for Humana (Medicare Part D Prescription Drug)Wellpoint, Blue Cross Blue Shield and Sprint campaigns processing claims,billing and enrollment,pharmaceutical co-pay programs and sales.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Mastered of customer service management systems and databases.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Referred unresolved customer grievances to designated departments for further investigation.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Prepared reports and communication for senior management and clients.
- Provided incentive to increase productivity by offering employees awards for best customer service.
- Conducted performance reviews for all Customer Service. Representatives to reduce resolution time and improve customer satisfaction rates.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service and quality standards every review period.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Account Management Team Lead, 01/2008 to 11/2010
Company Name – City, State
Company Name – City, State
- Managed daily office operations, including client account, supply, inventory and records management.
- Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
- Participated in marketing, outreach and other visibility efforts.
- Answered incoming phone calls, responded to phone calls and in-person requests, handled internal communications and greeted visitors in the reception area.
- Collected member loan payments.
- Compiled database of loan applicants' credit histories, corporate financial statements and other financial information.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Researched accounts and completed due diligence to resolvecollection problems.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Managed discharge and sale of default property.
- Managed delinquency cycle, including past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Education
Customer Service Certification(140hrs), 04/2013
Thomas Nelson Community College - City, State
Thomas Nelson Community College - City, State
High School DiplomaSmithfield-Selma Senior High School - City, State
Associate of Arts: College Transfer creditsJohnston Community College - City, State
No Degree: Covid-19 Contact Tracer CertificationAstho
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Resume Overview
School Attended
- Thomas Nelson Community College
- Smithfield-Selma Senior High School
- Johnston Community College
- Astho
Job Titles Held:
- ISTAY HomeCare Services
- Operations Assistant/Scheduling Coordinator
- Player Support Team Lead(Temporary Assignment)
- Call Center Supervisor
- Account Management Team Lead
Degrees
- Customer Service Certification(140hrs) , 04/2013
High School Diploma
Associate of Arts : College Transfer credits
No Degree : Covid-19 Contact Tracer Certification
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