LiveCareer-Resume

owner operator resume example with 20+ years of experience

JC J S S JS J S S JS J S S JS J S S JS J S S JS J S S JS
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Professional Customer Service Representative-Supervisor and Office Manager with over twenty-five (25) invaluable years experience, with exemplary and superb leadership qualities, skills and abilities. An outgoing, friendly and personable Customer Service Representative-Supervisor with a background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings. A consistently efficient organized Office Manager with noted experience in administrative management. Prioritize projects and multi-tasks effectively to achieve project goals. Professionally offering a methodical and detail-oriented team player with expertise in customer relations, customer service, supervision, and team builder leadership skills all combined with a solid and firm strong work ethic and morals that promote successful business growth.

Skills
  • Administrative Management
  • Integrity and Transparency
  • Business Management and Development
  • Finance, Bookkeeping and Accounting Oversight
  • Problem Anticipation and Resolution
  • Human Resources Oversight
  • Department Oversight
  • Performance Monitoring and Evaluation
  • Records Organization and Management
  • Office Supplies and Inventory
  • Customer Relations
  • Call Center Processes
  • Supervising Employees
  • Providing Feedback
  • Inventory Tracking and Management
  • Organizational Improvements
  • Word Processing
  • Business Growth Initiatives
  • Payroll Administration and Timekeeping
  • Employee Performance Reviews
  • Report Preparation and Analysis
  • Policy and Procedure Modification
  • Budgetary Planning
  • Team Management
  • Staff Training
  • Office Management
  • Accounts Payable and Receivable Auditing
  • Licensing Requirements
  • Intuit QuickBooks
  • Fleet Dispatching
  • Cash Flow and Reconciliation
  • Biweekly Payroll Processing
  • Payroll Administration
  • Financial Management and Reporting
  • Client/Customer Correspondence
  • Account and Ledger Reconciliations
  • Trial Proceedings
  • Travel Arrangement Management
  • Preparation of Pleadings
  • Profit and Loss Statements
  • Delegation and Work Assignment
  • Friendly and Relatable
  • Depositing Payroll Taxes
  • Adaptable and Resilient
  • Advanced Excel Spreadsheet Functions
  • Collecting Statements
  • Dispatching calls for service
  • Confidence and Drive
  • Skilled in Microsoft Office
  • Scheduling Hearings
  • Employee Motivation
  • Contracts and Vendor Agreements
  • Diligent Follow Through
  • Research and Data Analysis and Modeling
  • Appeals, Motions and Complaints, Document Filing
  • Memo Drafting and Typing
  • Case Files Organization
  • Adobe Acrobat
  • Active Listening
  • Legal Knowledge
  • Proofreading and Editing
  • Legal Terminology, Legal Correspondence
  • Subpoenas and Summonses
  • Scheduling Client/Customer Meetings
  • New Employee Processing
  • Case File Preparation
  • Clerical Support
  • Multi-Line Telephone Systems
  • Transcribing Documents
  • Exceptional Communication Skills
  • Typing Speed 100wpm
  • Customer Relationship Management
  • Defendant Investigations
  • Exhibit Preparation
  • Hearing and Depositions
  • Spreadsheets
  • Upbeat and Positive Personality
  • Customer Issue and Complaint Resolution
  • Upselling Products and Services
  • Responding to Difficult Customers
  • Data Entry and Maintenance
  • Courteous with Strong Service Mindset
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure
  • Efficient and Detail-Oriented
  • Understanding Customer Needs
  • Credit Card Payment Processing
  • Microsoft Exchange
  • Report Preparation
  • Customer Service and Assistance
  • Sales Report Generation
  • Policy and Procedure Adherence
  • Sales and Upselling
  • Equipment Orders and Replacements
  • Dispatching Workers
  • Excellent Attention to Detail
  • Call Volume and Quality Metrics
  • Team-Oriented and Cooperative
  • Critical Thinking
  • Patient and Empathetic
  • Establishing and Maintaining Customer Relationships
  • Document and Records Management
  • Administrative and Office Support
  • Proactive Self-Starter
  • Computer Proficiency
  • Proficiency in Microsoft Office and G Suite
  • Billing Adjustments and Refunds
  • Assisting Dispatch
  • Microsoft PowerPoint
  • Solving Customer Concerns
  • Data Entry
  • Cross-Departmental Teamwork
  • Providing Clear Directions
  • Dispatch Coordination
  • Documentation and Recordkeeping
  • Emergency Assessments
  • Efficient Service
  • Crisis Management
  • Prioritizing Situations
  • Information Intake
  • Computer Skills
  • Verbal and Written Communication
  • Customer Satisfaction
  • Teamwork and Collaboration
  • Quality Assurance Requirements
  • Verbatim Transcription
  • Conflict Resolution
  • Prioritizing Effectively
  • Customer Needs Assessments
  • Dispatcher Monitoring
  • Constructive Feedback
  • Collection Calls
  • Detailed Meeting Minutes
  • Creative Solutions
  • Staff Support
  • Meeting Preparation
  • Data Tracking
  • Office Cleaning
  • Customer/Client Rapport-Building
  • Customer Experience
  • Prioritization
  • Positive and Constructive Feedback
  • Time Management
  • Issue Resolution
  • Handling Customer Escalations
  • Maintaining Clean Work Areas
  • Call Center Operations
  • Performance Evaluations
  • New Hire Training
  • Professional Phone Etiquette
  • Google Spreadsheets
  • Team-Building Exercises
Work History
01/2001 to Current Owner/Operator Lineage Logistics | Jacksonville, FL,
  • Managed day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
  • Discovered areas of improvement by generating quarterly operational and sales reports.
  • Aligned branding initiatives and sales strategies with client goals.
  • Generated revenues yearly and effectively capitalized on industry growth.
  • Trained and developed team members to build human capital.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Maintained up-to-date administrative records to monitor operational conditions.
  • Optimized team hiring, training and performance.
  • Reconciled daily sales, returns and financial reports in QuickBooks.
  • Created and monitored promotional approaches to increase sales and profit levels.
  • Cleaned, stocked and sanitized restrooms and inspected in a prompt and timely manner to deliver customers immaculate, safe environments that reflected well on my business.
  • Projected a friendly and positive image in interactions with customers and built trusting and supportive relationships with ALL my customers.
  • Served in various office, cafeteria and educational settings and gained transferable skills to clean environment to my customers' full satisfaction.
  • Maintained cleaning equipment, performed minor repairs.
  • Researched and learned optimum cleaning techniques and materials and deployed best methods to protect surfaces.
  • Upgraded janitorial services at facilities as evidenced by frequent comments about unprecedented cleanliness and sanitation.
  • Performed wide range of manual and machine cleaning to achieve sparkling floors and surfaces.
  • Emptied trashcans and transported waste to collection areas.
  • Handled equipment, chemicals and materials properly and with caution.
  • Organized and used industrial cleaning products following strict safety procedures.
  • Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
  • Delivered quality customer service to address urgent needs and cleaning requests.
  • Adhered to safety protocols, resulting in zero complaints, hazards or lost-time accidents.
  • Spot-cleaned stains and repaired scuffs or dings to maintain furniture and walls.
  • Worked on two (2) member cleaning team to service hotels, offices and other commercial buildings.
  • Ordered and stocked cleaning supplies based on current workload and upcoming jobs.
  • Completed routine floor stripping, sealing and finishing.
01/2001 to 06/2019 Office Manager Comcast | Venice, FL,
  • Maintained computer and physical filing systems.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
  • Managed office operations while scheduling appointments for department managers.
  • Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
  • Coordinated special projects and managed schedules.
  • Compared vendor prices and negotiated for optimal savings.
  • Evaluated employee records and productivity to complete employee evaluations.
  • Developed standard operating procedures for all administrative employees.
  • Utilized customers, owner, department managers, field supervisors, lead service technician, lead installer and lead customer service representatives feedback to maintain customer partnerships and increase revenue.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
  • Sourced vendors for special project needs and negotiated contracts.
  • Maintained CRM database with customer updates and report generation.
  • Oversaw quality control and productivity rates to increase revenue and production times.
  • Supervised, trained and mentored the customer service department operations, four (4) customer service representatives and four (4) administrative dispatchers in providing excellent customer service to callers requiring assistance for commercial, residential, and new construction related assistance with the following but not limited to; regular/routine calls for service, customers gold or silver membership accounts related sales, contracts, pre-scheduled appointments, equipment service and maintenance agreements, pre-scheduled equipment preventative maintenance agreements, new construction installations, new equipment installations and equipment replacements, customer requested estimates and/or quotes, labor, parts and equipment warranty services, initiating sales customer contact calls and customers frequently asked questions, concerns, and/or minor routine issues.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Resolved issues through active listening and open-ended questioning, escalating major problems transferred accordingly to the appropriate departments field supervisor, i.e. service or install and then field supervisors unresolved issues immediately transferred to general manager attention.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Oversaw appointment scheduling and itinerary coordination for customers and a service technician or an install crew, (2-4) installers per crew.
  • Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Monitored all departmental areas so that questions could be promptly addressed.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Mentored office employees on proper administrative procedures and how to use company programs keeping operations consistent and efficient for maximum performance.
  • Supervised fifteen (15) administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
  • Achieved specific team objectives and collection activity.
  • Interceded between field supervisor's/service technician's/installer's and administrative support staff/dispatchers during arguments and diffused tense situations.
  • Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using QuickBooks software.
  • Performed billing, collection and reporting functions for a company generating over four and a half ($4.5) million dollars revenue annually.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Directed dispatching, routing and tracking of twenty (20) fleet vehicles.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Closely monitored dispatch board to triage and prioritize over one hundred and fifty (150) daily calls.
  • Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Directed investigations to verify and resolve customer complaints.
  • Implemented schedule and policy changes and collaborated with owner, general manager and field supervisors to formulate new policies, procedures and goals to better serve our customer, simultaneously more profitable in anticipated company's growth.
03/2001 to 12/2008 Office Manager-Legal Secretary-Assistant-Paralegal Paul M. Villeneuve, P.A.-Criminal Defense Practice | City, STATE,
  • Maintained computer and physical filing systems.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Managed office operations while scheduling appointments for the attorney.
  • Managed budgets, appointment scheduling, event planning-itineraries. Managed law firm's operating and savings accounts, client's legal trust accounts, attorney's private and personal financial accounts accounts, improved productivity initiatives.
  • Organized files for court proceedings.
  • Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
  • Received and placed telephone calls to clients and prospective clients.
  • Diligently edited legal correspondence for grammar and spelling.
  • Scheduled and made appointments for attorney.
  • Screened telephone calls, forwarding appropriately to attorney.
  • Obtained signatures from attorney for legal documents.
  • Transcribed legal documents and phone conversations.
  • Organized envelopes, postage and mail correspondence for attorney, maintaining postage meter and coordinating with delivery and courier services.
  • Processed payroll for three (3) employees.
  • Executed time sheet reconciliation.
  • Conducted daily accounting on finances, deposits and safe.
  • Created expense reports and time sheets for five (5) person law office.
  • Completed accident reports, trial and courtroom requests and applications for clients.
  • Processed appeals, motions and pretrial agreements.
  • Maintained calendar and tickler system for attorney, front desk receptionist and runner.
  • Answered and directed calls using multi-line switchboard.
  • Scheduled all appointments, court appearances, subpoenas, depositions, meetings and briefings.
  • Developed and maintained filing and retrieval systems.
  • Created, indexed and maintained client binders.
  • Filed documents with courts on behalf of attorney.
  • Entered new cases into company database.
  • Arranged for delivery of legal correspondence to clients, witnesses and court officials.
06/1995 to 12/1998 911 Trainer Leon County Sheriff's Department | City, STATE,
  • Questioned callers to determine nature of problems and locations to direct type of response needed.
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
  • Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
  • Tracked and maintain case incident numbers and logs.
  • Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
  • Received over one hundred to one hundred and fifty (100-150) 911 and non-emergency calls per eight (8) hour shift to dispatch calls to appropriate agencies and officers on duty.
  • Relayed latest information to first responders via electronic means, telephone calls and radio responses.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
  • Routed calls to police, fire and ambulance service to meet individual call needs.
  • Read system maps and caller information, and documented details in system.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
  • Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
  • Answered calls from automatic routing system and took basic information from callers.
  • Reduced risks and emergency response issues by observing public safety field units.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; morning, afternoon-evening and night shifts, weekend and holiday rotation shifts. Consistently volunteered for extra shifts available temporarily short of personnel.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Monitored participant workflow and behaviors throughout training process.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
  • Tracked attendance and progress against goals for each participant.
  • Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
  • Assessed student needs to develop effective training plans.
  • Gathered and organized supplementary material to support structured lessons.
  • Recruited and trained twenty (20) new hire 911 emergency dispatcher/communication operators, and 100% successfully completed eight (8) week, three (3) phase intense real-time training program.
Education
Expected in to to High School Diploma | Amos P. Godby High School, Tallahassee, Florida, United States, GPA:
  • Member of Christian Athletes
  • Member of A-B Student Honor Roll
  • Elected Captain of Varsity Softball Team Junior and Senior Year
  • Received Full Athletic Scholarship for Softball to Private University
Expected in to to Florida Law Enforcement Certification | Law Enforcement Tallahassee Community College, Tallahassee, Florida, United States, GPA:
  • Awarded Top Gun Sharp Shooter
  • Graduated Top Cadet of Class
Expected in to to Associate of Arts | Criminology Keiser University, Tallahassee, Florida, United States, GPA:
  • Dean's List
Expected in to to Paralegal Certification | Criminal Law-Criminal Defense Keiser University, Tallahassee, Florida, United States, GPA:
  • Dean's List

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Amos P. Godby High School
  • Tallahassee Community College
  • Keiser University
  • Keiser University

Job Titles Held:

  • Owner/Operator
  • Office Manager
  • Office Manager-Legal Secretary-Assistant-Paralegal
  • 911 Trainer

Degrees

  • High School Diploma
  • Florida Law Enforcement Certification
  • Associate of Arts
  • Paralegal Certification

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: