Sharon Wellman
Cleveland
Summary
Dynamic Service Operations Administrative Manager at The Brewer-Garrett Company with extensive expertise in office administration and customer service management. Proven ability to streamline processes and enhance workflow efficiency, while fostering strong relationships. Adept at problem-solving and contract management, resulting in improved operational effectiveness and elevated customer satisfaction.
Overview
25
25
years of professional experience
Work History
Service Operations Administrative Manager
The Brewer-Garrett Company
Middleburg Heights
11.1999 - Current
- Create monthly, quarterly and yearly reports for management
- Maintain accurate records of financial transactions and other business documents
- Manage paper and electronic filing systems by recording information, updating paperwork and maintaining documents, such as attendance records and customer agreements
- Read through agreements and procedural guidelines to ensure comprehension and compliance
- Supervise administrative staff and provide training and orientation to new staff, including service managers
- Created comprehensive administrative procedures that improved workflow
- Oversee payroll functions, such as maintaining technician timekeeping information, and processing and submitting to payroll
- Applied advanced problem solving techniques to resolve operational issues
- Developed strong organizational skill with an emphasis on accuracy and efficiency
- Demonstrate ability to effectively manage multiple projects and prioritize tasks
- Established positive working relationships with internal departments and external customers
Customer Service Coordinator
The Brewer-Garrett Company
Middleburg Heights
01.2001 - 01.2010
- Prepared and maintained HVAC, electrical, and IFS technician work schedules to meet business volume and minimize customer inconvenience
- Managed customer service budgets and ensured cost-effectiveness
- Developed strong customer relationships through effective communication skills and problem-solving techniques
- Uphold strong customer standards to retain existing customers and build loyalty
- Developed creative solutions to resolve complex customer problems, exceeding expectations
- Updated databases regularly with relevant details about customer requests and technician resolutions
- Provided timely follow-up to ensure customer satisfaction with services provided or other inquiries
- Utilized interpersonal and conflict resolution skills to resolve customer disputes efficiently
Parts Coordinator
The Brewer-Garrett Company
Middleburg Heights
11.1999 - 01.2001
- Created purchase orders based on needs provided by the technicians, service managers and project managers; monitored order progress until completion
- Tracked orders from suppliers until they arrived at the warehouse; planned efficient and timely delivery schedules to over 40 technicians
- Researched product information using online catalogs to provide customers with up-to-date pricing and availability information
- Negotiated prices with vendors to secure best possible prices while maintaining quality standards
- Quoted prices to customers
- Inventoried supplies and purchase additional items, as necessary
Education
Bachelor of Business Administration - Marketing
Cleveland State University
Cleveland, OH, US08.1999
Skills
- Office administration
- Database administration
- Business administration
- Office management
- Customer service management
- Scheduling
- Contract management
References
References available upon request
Accomplishments
- 2003 Brewer-Garrett High Achiever Award Winner
Timeline
Customer Service Coordinator
The Brewer-Garrett Company
01.2001 - 01.2010
Service Operations Administrative Manager
The Brewer-Garrett Company
11.1999 - Current
Parts Coordinator
The Brewer-Garrett Company
11.1999 - 01.2001
Bachelor of Business Administration - Marketing
Cleveland State University
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