Emily Piland
Oklahoma City,OK
Summary
I am a Talented Team Leader with excellent quality assurance, issue resolution and interpersonal communication skills. I am highly effective at troubleshooting and supervising talented Teams. I work excellently alone and with others, and I greatly enjoy working with and around people. I am experienced in sales and multiple POS platforms and cold calling. I have exception professional and people skills. I am ambitious, career-focused and goal oriented. I am seeking a position that will allow me to work within Oklahoma City and the surrounding areas.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Publisher
A Writer For Life
Oklahoma City, OK
08.2015 - Current
- Formatted in Microsoft Word and PDF to prepare documents and proposals for review or final submission.
- Utilized desktop publisher software to examine printed materials and verify design elements remained intact.
- Worked within multilevel approval structures to maintain quality standards for work.
- Edited classified and unclassified reports and other communications materials to maximize organization, proper grammar usage and clarity.
- Employed specialized layout and editing software to place text blocks, illustrations and other images or elements.
- Participated in meetings and conference calls to gather and communicate document layout and production process information and represent production function.
- Communicated with vendors to secure supplies and drive on-time completion of document reproduction.
- Interacted with authors and other internal customers to define job requirements and resolve content, production and scheduling issues.
- Leveraged advanced Microsoft Word functions to create solicitation-specific templates and format response documents
- Recommended layout changes to make materials more accessible and improve presentation.
- Established project archive management system, enabling staff to locate resources directly and with ease.
- Converted various types of files for printing or for Internet using computer software.
- Satisfied project requirements and customer demands by creating high-quality layouts for manuals, newsletters, posters and brochures.
- Designed templates, headers and footers, multi-column documents, tables and charts for author's needs.
- Performed design, layout, and typesetting of publications, office forms and various other projects to optimize designs and production strategies.
- Prepared cost proposals and business-solution packages for clients with professional layouts covering publishing and print information.
- Prepared sample layouts for approval using computer software.
- Checked preliminary and final proofs for errors and made necessary corrections.
- Organized photo libraries by product codes to allow for quicker search results.
- Managed multiple POS services.
Patient Specialist
Jiffy Doctor
Oklahoma City, OK
03.2021 - 10.2021
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Organized patient records and database to facilitate information storage and retrieval.
- Facilitated communication between patients and various departments and staff.
- Kept current with literature and felid advancements to advocate to and for patients.
- Followed document protocols to safeguard confidentiality of patient records.
- Managed team of 5 employees, overseeing hiring, training, and professional growth of employees.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked flexible hours; night, weekend, and holiday shifts.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Served customers and followed outlined steps of service.
- Managed multiple POS services.
Office Manager
JKJ Processing
Oklahoma City, OK
10.2019 - 01.2021
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Coordinated special projects and managed schedules.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
- Oversaw quality control and productivity rates to increase revenue and production times.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
- Sourced vendors for special project needs and negotiated contracts.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
- Maintained computer and physical filing systems.
- Developed standard operating procedures for all administrative employees.
- Maintained CRM database with customer updates and report generation.
- Compared vendor prices and negotiated for optimal savings.
- Managed office operations while scheduling appointments for department managers.
- Arranged corporate and office conferences for company employees and guests.
- Evaluated employee records and productivity to complete employee evaluations.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Prepared meeting materials and took clear notes to distribute to stakeholders.
- Managed a team of 9
- Performed tech support for computers and other office devices.
- Managed multiple POS, both in-office and online.
- Performed cold calls phone/email and in-store sales.
Marketing
A Writer For Life
Oklahoma City, OK
05.2012 - 08.2015
- Created documentation outlining research findings for use by project managers, customers and other marketing staff to make accurate decisions about future plans.
- Conducted research to analyze customers' behavior, preferences, and purchasing habits.
- Completed in-depth reviews of market conditions and customer preferences for literary products.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters.
- Worked within budget parameters to develop and implement marketing strategies by analyzing key data and consumer demographics, increasing literary revenue by 100% over 30 days.
- Tracked key metrics and developed spreadsheets and data models.
- Identified appropriate marketing channels and target customers for campaigns.
- Determined optimal variation of, and resource allocation to media outlets by analyzing consumer data to meet company's advertising goals.
- Coordinated with social media, public relations and other teams to execute product introductions.
- Developed campaigns and specific marketing strategies for clients.
- Tracked various product sales and costs by analyzing and entering sales, business data and expenses.
- Collaborated with sales team to increase brand awareness and enhance business development by building and maintaining relationships with 3 key accounts.
- Increased efficiency and maximized savings by negotiating print and digital contracts.
- Increased business growth outcomes by effectively collaborating with sales, service and financial departments.
- Monitored trends in social media, industry and competitive landscape to create new material.
- Bolstered revenue potential by promoting and facilitating opportunities to establish guest relations and boost client retention.
- Analyzed data from previous and current marketing campaigns to improve future results.
- Directed full-cycle marketing and advertising strategies.
- Verified single message output by monitoring external branding initiatives.
- Managed full-cycle marketing and advertising strategies, resource allocation and production schedule adjustment.
- Maximized advertising efforts by developing content for media relations, corporate communications and social media posts.
- Designed dynamic print ads, point of sale pieces and marketing proposals for literary clients.
- Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
- Managed company standards for all marketing collateral and oversaw consistent application.
- Partnered with graphics team to prepare, design, implement and measure success of campaigns.
Customer Service Representative
Hobby Lobby Corporate
Oklahoma City, OK
05.2011 - 05.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Resolved customer issues over phone with 75+ customers daily.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Managed timely and effective replacement of damaged or missing products.
- Recorded actions taken, issues resolved and recorded information to effectively manage customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Answered average of 125+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
Education
Associate of Arts - Graphic Design
Northeast Iowa Community College
Peosta, IA 01.2007 - 01.2009
Skills
Expert in POS
Excellent people skills
Client Service
Social perceptiveness
Point of sale operation
Exceptional customer service
Sales expertise
Shipment processing
Relationship building
Upselling
Professional demeanor
Adapt to diverse groups
Multi-tasking strength
Problem-solving skills
Sales training
Cash register operation
Contract preparation
Product promotions
Cash Handling
Product and service sales
Project implementation
Word processing
File preparation
Document editing
Cultural Awareness
Active Listening
Multitasking Abilities
Dependable and Responsible
Teambuilding
Organization and Time Management
Written Communication
Training and Development
Decision Making
Problem-Solving
Data Entry
PPE Compliance
Time Management
Google Workspace
Workflow planning
Staff Management
Strategic planning
Documentation and control
Business administration
Presentation design
Bookkeeping
Payroll and budgeting
Policy and procedure modification
Scheduling
Database administration
Data Management
Good Telephone Etiquette
Customer Service
Critical Thinking
Teamwork and Collaboration
Basic Math
Interpersonal Communication
Budget administration
Attention to Detail
Microsoft 360 Software Proficiency
Planning and Coordination
Analytical and Critical Thinking
Conflict Resolution
G-Suite
Maintenance and Repair
Adobe and Adobe Flash
Adobe Systems
Adobe Photoshop
Adobe Muse
Adobe software
Adobe Illustrator
Adobe PageMaker
Adobe Acrobat
Adobe InDesign
Adobe Creative Suite proficiency
Proficient in Adobe Illustrator
Adobe Freehand understanding
Adobe Acrobat expert
Adobe Audition proficiency
Adobe After Effects
Expert in Adobe Photoshop
Adobe Sign partner integrations
Adobe Flash expert
Adobe CS6 knowledge
Meeting minutes
Writing reports
Paperwork drafting
Human resource laws
Filing and data archiving
Records management
Customer and client relations
Office administration
Scheduling and calendar management
AP/AR proficiency
Recordkeeping
Document conversion
Spreadsheet management
Meeting arrangements
Credit and collections
Employee timesheet processing
Office management
Business correspondence
Administrative support
Project planning
Social media knowledge
Report Development
Sorting and labeling
Multi-line phone proficiency
Customer relations and communications
References
Krissy Hancock - Personal Reference
252-435-7333
Years know: 33
Jaci Chaney - Personal Reference
719-660-2716
Years know: 7
Diane Strong - Personal Reference
405-766-1952
Years known: 4
April Jaimeson - Professional Reference
580-548-3987
Years known: 1
Jaimie Engle - Professional Reference
321-684-9757
Years known: 6
Timeline
Patient Specialist
Jiffy Doctor
03.2021 - 10.2021
Office Manager
JKJ Processing
10.2019 - 01.2021
Publisher
A Writer For Life
08.2015 - Current
Marketing
A Writer For Life
05.2012 - 08.2015
Customer Service Representative
Hobby Lobby Corporate
05.2011 - 05.2012
Associate of Arts - Graphic Design
Northeast Iowa Community College
01.2007 - 01.2009