small business owner operations manager resume example with 20+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Customer and Client-focused organized professional with advanced degree and diverse experience in customer service, business management and project coordination. Collaborative communicator to quickly build relationships with both clients and business audiences. Known for innovation and creative problem-solving abilities to address business challenges. Customer-centered Business Manager bringing broad background in project management, customer relations and continuous improvement. Demonstrated skills in developing and deepening internal and external relationships. Practiced problem-solver with technologically-savvy nature and expert Microsoft knowledge.

  • Verbal and Written Communication
  • Motivated Sales and Marketing
  • Client & Customer Relationship Management
  • Superbly Extra Ordinary Exemplary Customer Service & Customer Relations Interactions & Communications
  • Business Oriented Office Management, Supervisory Leadership & Motivational Team Building Attributes
  • Multi-Line Call Center Switchboard INbound, Outbound & Appropriately Transferring Calls
  • Knowledgeable Legal Correspondence & Legal Terminology
  • Critical Thinking
  • Complex Problem Solving
  • Relationship Building
  • Conflict Resolution
  • Troubleshooting Complex Problems
  • Perfected Close Attention to Detail Legal Research and Writing Abilities
  • Proactive Experienced Performance in Working Well Under Pressure
  • Detail Oriented Documentation and Recordkeeping
  • Efficient Computer Skills
  • Effective Quick Thinking & Decision Making Success
  • Multitasking and Prioritization Fast Paced & Highly Stressful Environments
  • Active Listening
  • Verbatim Transcription Technique's
  • Good Judgment Under Any & All Circumstantial Pressure Situations
  • Expertise Consistency Scheduling and Coordinating
  • Managing Operations and Efficiency
  • Strategic High Goal Setting Successor
  • Scheduling and Calendar Management
  • Proficient Invoicing, Billing, A/P & A/R Accounting
  • Credit Card Payment Processing
  • Data Entry, Monitoring and Maintenance
  • Customer & Client Issue and Complaint Resolution
  • Responding to Difficult Customer & Client's
  • De-escalation Techniques & Problem Solving Resolution Abilities
  • Courteous with Strong Firm Service Mindset
  • 100 wpm Typing Speed
  • Upbeat and Positive Personality
  • Calm and Professional Under Pressure
  • Customer & Client Retention Strategies
  • Customer & Client Account Management
  • Customer & Client Informational Data Confidentiality
  • Consistently Efficient and Detail-Oriented
  • Successful Upselling Products and Services Technique's
  • Building Customer & Client Trust and Loyalty Relationships Bonds
  • Customer & Client Needs Assessment & Understanding
  • Clerical Support
  • Quality Control Specialist
  • Courteous Demeanor
  • Adaptive Team Player
  • Concise Data Evaluation & Data Entry
  • Microsoft Office Expertise
  • Problem-Solving Abilities
  • High-Energy Attitude
  • Call Center Inbound and Outbound Service Board Operations
  • Technologically Savvy
  • Fleet Dispatching
  • Shipping and Receiving Understanding
12/2003 to Current Small Business Owner/Operations Manager Sure Clean Janitorial Services Incorporated | City, STATE,
  • Set pricing structures according to market analytics and emerging trends.
  • Leveraged social media websites to promote services and gauge customer needs and preferences.
  • Designed detailed business plans to outline finances, goals and operations of company.
  • Communicated with industry partners to build valuable relationships and achieve operational targets.
  • Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response.
  • Formed and sustained strategic relationships with customers.
  • Interacted pleasantly with clients and guests when performing daily duties.
  • Vacuumed floors and dusted furniture to maintain organized, professional appearance.
  • Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Employed deep-cleaning techniques for areas in need of additional sanitation.
  • Dusted ceiling air conditioning diffusers and ventilation systems to improve airflow.
  • Used cleaning chemicals following proper guidelines.
  • Maintained and organized cleaning supplies stock.
01/2003 to 03/2020 Office Manager/Customer Service Representative Supervisor Tony Kelly Heating-Air Conditioning Incorporated | City, STATE,
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
  • Administered payroll and maintained proper documentation of employee personnel.
  • Reduced financial discrepancies by accurately managing accounting documentation while maintaining A/P costs and billing processes.
  • Prepared and made daily deposits and assisted with invoice processing and bank reconciliation.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Developed strong customer relationships to encourage repeat business.
03/2001 to 01/2009 Legal Secretary/Legal Assistant/Paralegal Paul M. Villeneuve, P.A. Criminal Defense Law Firm | City, STATE,
  • Composed and revised legal documents, letters, depositions and court documents.
  • Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials.
  • Assisted in maintaining department attorney personnel files with utmost confidentiality.
  • Organized and maintained law libraries, documents and case files.
  • Optimized traceability, developing organization systems for court documents and exhibits.
  • Processed and distributed invoices to bill clients.
  • Acted as liaison between clients, vendors and attorneys.
  • Revised and maintained master calendar to coordinate meetings.
  • Processed summonses, subpoenas and complaints.
  • Opened new client files and new matters in CMS.
  • Composed and revised letters and depositions.
  • Proofed documents and submitted to attorneys for review.
  • Coordinated and scheduled meetings and telephone conferences.
  • Drafted letters and prepared legal correspondence for attorneys.
  • Handled telephone calls, meeting plans and conference organization requirements.
  • Maintained knowledge on case status by reviewing relevant records and reporting back to clients.
  • Participated in client interviews, observed questioning process and documented information.
  • Filed pleadings and paperwork with court clerk to meet strict deadlines.
  • Conducted research and analyzed documents to prepare findings and formulate alternatives.
  • Filed clients' legal documents in relevant courts for processing.
  • Liaised between attorney and outside counsel, exchanging information.
  • Conducted thorough research and review of case information to assist attorneys.
06/1995 to 12/2001 911 Emergency Dispatcher/911 Communications Supervisor Leon County Sheriff Office | City, STATE,
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Used radio, telephone and computer system to update first responders with new information.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
  • Assisted departments with special requests for assistance and BOLOs.
  • Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
  • Dispatched police officers and emergency personnel to calls for service.
  • Boosted productivity by ensuring on-time emergency response and life support with zero service delivery errors.
  • Asked probing questions to get to root of caller's issues.
  • Read and effectively interpreted small-scale maps and information from computer screen to determine locations and provide directions.
  • Responded professionally to telephone calls.
  • Certified in CPR to provide First Point of Contact emergency assistance to callers.
  • Coordinated dispatchers schedules to ensure no calls were missed.
  • Responded to emergency calls routed by automatic distribution system.
  • Liaised between public and police department, strengthening relationships, communications and trust between neighbors and police.
Education and Training
Expected in 05/2001 to to Associate of Arts | Criminal Justice Keiser University, Tallahassee, FL, GPA:
Expected in 05/2001 to to Paralegal | Criminal Justice Keiser University, Tallahassee, FL, GPA:
Expected in 12/1999 to to State of Florida Law Enforcement Certification | Law Enforcement Pat Thomas Law Enforcement Academy - TCC , Midway, Florda, GPA:
Expected in 05/1995 to to High School Diploma | Amos P. Godby High School, Tallahassee, FL GPA:

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Resume Overview

School Attended

  • Keiser University
  • Keiser University
  • Pat Thomas Law Enforcement Academy - TCC
  • Amos P. Godby High School

Job Titles Held:

  • Small Business Owner/Operations Manager
  • Office Manager/Customer Service Representative Supervisor
  • Legal Secretary/Legal Assistant/Paralegal
  • 911 Emergency Dispatcher/911 Communications Supervisor


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

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