Amanda Fletcher
San Jose,CA
Summary
Energetic and Experienced Office Manager equipped to support day-to-day operational functions and accomplish business goals. Blends advanced organizational, technical and business expertise to enhance workflows. Focused on attentively assisting office staff and customers and identifying opportunities for improvement.
Overview
29
29
years of professional experience
Work History
Office Manager/ Training Center Coordinator
Lifework Education
San Jose, CA
10.2005 - Current
- Developed and implemented office policies and procedures.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Supervised staff members, organized schedules and delegated tasks.
- Worked directly with the American Heart Association in managing Instructors for a multitude of Disciplines. ACLS/PALS/BLS etc.
- Assisted with Payroll and Human Resources when requested, as well as experience with AP/A/R
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Organized company events including holiday parties, team building activities .
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Ensured compliance with applicable laws regarding employment practices.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Administered payroll and maintained proper documentation of employee personnel.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Developed and delivered training programs in accordance with organizational objectives.
- Maintained accurate records of all employee training activities.
- Assisted in the development of learning materials and resources for use in training programs.
- Conducted assessments to evaluate effectiveness of training initiatives.
- Ensured compliance with relevant laws, regulations, policies, procedures, and standards related to workplace safety, health, security, and environmental issues.
- Identified appropriate methods for delivering instruction such as lectures, demonstrations, role playing.
- Developed strategies for effective communication between instructors and trainees.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Proven ability to develop and implement creative solutions to complex problems.
- Paid attention to detail while completing assignments.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Excellent communication skills, both verbal and written.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Skilled at working independently and collaboratively in a team environment.
- Provided professional services and support in a dynamic work environment.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Strengthened communication skills through regular interactions with others.
- Worked well in a team setting, providing support and guidance.
Logistics Manager
World Training Solutions
Los Angeles, California
03.2000 - 09.2005
- Developed and managed logistics strategies to improve the efficiency of operations.
- Monitored inventory levels for technician equipment and initiated re-stocking processes when necessary.
- Created reports to track progress, delivery times, and costs associated
- Identified areas of improvement in existing logistics systems using data analytics tools.
- Assigned tasks and projects to team members based on their experience level and skillset.
- Managed day-to-day operations related to technicians daily schedule .
- Made sure our customers were satisfied and made corrections as necessary
- Collaborated effectively in cross-functional team-oriented environment.
- Strengthened operational efficiencies by developing organizational filing systems for invoices, customer orders and contract records.
- Developed strong rapport through effective client needs assessment and commitment to top satisfaction levels.
- Directed shipping and receiving of wide range of products daily.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Negotiated transportation and logistics contracts to reduce shipping costs.
- Led third-party vendors in achieving delivery time and cost targets.
- Developed warehouse system that provided best cost with appropriate service levels to achieve organizational goals.
- Developed and implemented web-based tracking systems for improved monitoring.
- Secured discounts from third-party logistics service providers to deliver substantial cost savings.
- Improved inventory accuracy by developing and implementing enhanced control systems.
- Tracked production and quality control systems to proactively identify deficiencies.
- Conducted research to address shipping errors and packaging mistakes.
- Reviewed and negotiated contracts with carriers to optimize shipping costs.
- Developed and maintained knowledgeable and productive team of employees.
- Prospected for leads to build pipeline and convert to sales opportunities.
- Divided and categorized cargo received and redirected shipments in response to customer requests.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Created and enforced detailed organization processes to increase quality and service standards.
- Promoted brand at industry events and through ongoing networking efforts.
- Collaborated with manufacturing and supply chain management.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
- Reduced worker accidents by implementing improved safety standards and monitoring procedures.
- Reviewed established business practices and improved processes to reduce expenses.
Front Office Medical Biller
Stamark Microsystems
Ventura, California
05.1998 - 05.1999
- Reviewed patient insurance information to ensure accuracy and completeness of claims submission.
- Verified medical codes for diagnosis, treatments, procedures and supplies using ICD-10 coding system.
- Compiled and processed data for billing purposes utilizing billing software programs.
- Generated reports in order to track payments due from insurance companies or other third party payers.
- Submitted electronic claims to various insurance carriers.
- Answered incoming calls regarding billing inquiries from patients and and or providers in a professional manner.
- Researched discrepancies between billed charges and payments received from insurance companies or other third party payers.
- Performed daily reconciliation of accounts receivable with payment postings on the computer system.
- Assisted with collection efforts as needed including contacting patients via phone, mail or email for collection of past due balances due to insurance denials or patient responsibility amounts owed.
- Collaborated with managers to develop strategies for improving revenue cycle processes.
- Adhered to established standards to safeguard patients' health information.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Responded to customer concerns and questions on daily basis.
- Disbursed petty cash by recording entries and verifying documentation.
- Created improved filing system to maintain secure client data.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Handled account payments and provided information regarding outstanding balances.
- Generated monthly billing and posting reports for management review.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Processed vendor and supplier payments on weekly basis.
- Used data entry skills to accurately document and input statements.
- Audited and corrected billing and posting documents for accuracy.
- Utilized various software programs to process customer payments.
Customer Service Manager
Technicolor Home Entertainment
Camarillo, California
01.1995 - 01.1999
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Followed through with client requests to resolve problems.
- Generated customer satisfaction surveys to analyze results into action plans.
- Developed and offered unique discount options to drive interest in new product lines.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Researched and corrected customer concerns to promote company loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
Education
High School Diploma -
Adolfo Camarillo High School
Camarillo, CA06-1994
Some College (No Degree) - Medical Assisting
Ventura Technical College
Ventura, CaliforniaSkills
- Contract Administration
- Inventory Control
- Supply Management
- Team Supervision
- Administrative Support
- Staff Management
- Office Management
- Expense Reporting
- Staff hiring
- Bookkeeping
- Customer Service
- Workforce Management
- Data Entry
- Billing
- Policy Development
- Operations Management
- Employee Supervision
- Clerical Support
- Facility Management
- Training and coaching
- Mail handling
- Scheduling and calendar management
- Financial Tracking
- Policy Implementation
- Regulatory Compliance
- Financial Reporting
- Technical Support
- Employee Training
- Document Management
- Office Administration
- Workflow Planning
- Contract Negotiations
- Contract Administration
- Report Writing
- Financial Accounting
- Workflow Optimization
- Relationship Building
- Human Resources
- Workflow planning
- Documentation and control
- Policy and procedure modification
- Presentation design
- Clerical support
- Team Bonding
- Clear oral/written communication
- Strategic planning
- Expense reporting
- Organizational skills
- Excellent multi-tasking ability
- Friendly nature
- Performance improvement
- Relationship building
- Sorting and labeling
Timeline
Office Manager/ Training Center Coordinator
Lifework Education
10.2005 - Current
Logistics Manager
World Training Solutions
03.2000 - 09.2005
Front Office Medical Biller
Stamark Microsystems
05.1998 - 05.1999
Customer Service Manager
Technicolor Home Entertainment
01.1995 - 01.1999
High School Diploma -
Adolfo Camarillo High School
Some College (No Degree) - Medical Assisting
Ventura Technical College
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