Amber JONES
Carmel,IN
Summary
Results-driven Operations Manager with a proven track record in optimizing operational efficiency, streamlining processes, and enhancing profitability. Adept at delivering exceptional customer experiences and committed to leveraging strong leadership skills and a strategic mindset to support company objectives. Dedicated to fostering a culture of collaboration and excellence. Seeking a challenging role to contribute expertise and drive success in a dynamic work environment.
Overview
13
13
years of professional experience
Work History
Operations Manager
Encore Sotheby's International Realty
04.2022 - Current
- Managed all aspects of transactional operations, implementing streamlined processes for improved efficiency.
- Screened communications for the CEO/Managing Broker, ensuring effective time management and prioritization.
- Established and maintained vendor relationships, contributing to the overall success of business operations.
- Oversaw bookkeeping, including accounts payable and receivable, ensuring financial accuracy.
- Collaborated with real estate agents, lenders, and title companies to facilitate smooth and timely transaction closures.
- Utilized CRM and transaction management software for effective tracking, organization, and analysis of transactional data.
- Addressed agent inquiries promptly, fostering strong relationships and ensuring a positive customer experience.
- Prepared and presented reports on transactional performance, key metrics, and trends to senior management.
- Developed and managed budgets for various projects, overseeing company events and outings.
- Identified and resolved discrepancies in financial records, promptly reporting issues to appropriate agents and senior management.
HR Assistant
Organized HR
09.2020 - 04.2022
- Assisted the HR Consulting Team in a variety of administrative tasks, showcasing exceptional attention to detail in tasks such as data entry, maintenance of employee records, and updates to HR systems.
- Actively participated in recruitment efforts, demonstrating a keen understanding of the hiring process by posting job advertisements, meticulously screening resumes, and coordinating interviews with prospective candidates.
- Contributed to the refinement and updating of HR policies and procedures, ensuring strict adherence to relevant employment laws and regulations to foster a compliant and professional work environment.
- Led the onboarding process for new hires, meticulously overseeing orientation activities, preparing necessary paperwork, and orchestrating a seamless transition for incoming employees.
- Collaborated effectively with the HR team on diverse projects, including but not limited to employee engagement initiatives, performance evaluation processes, and the implementation of diversity and inclusion programs.
Front Office Manager
Bader Company
06.2014 - 10.2019
- Spearheaded the front desk operations of a dynamic renters and storage insurance company, meticulously managing client interactions both in person and through phone/email communications.
- Provided exemplary customer service by adeptly addressing client inquiries, resolving issues, and ensuring an exceptional and positive customer experience.
- Orchestrated and coordinated client appointments and meetings, demonstrating effective calendar management skills for multiple senior Vice Presidents.
- Maintained an impeccable system for accurate and organized client files, prioritizing confidentiality and ensuring compliance with data protection regulations.
- Played a key role in the processing of insurance claims documentation, contributing to the efficiency of claims management procedures.
- Oversaw the seamless management of incoming and outgoing mail, packages, and deliveries, ensuring timely and secure handling.
- Assisted in various administrative tasks, exhibiting proficiency in data entry, meticulous recordkeeping, and maintaining optimal office supply inventory levels.
- Collaborated with the Management Team on special projects, both on and offsite events, demonstrating adaptability and a commitment to excellence in all assigned duties.
Customer Service Claims Processor
Bader Company
05.2011 - 06.2014
- Processed insurance claims in a high-volume environment, demonstrating expert knowledge of storage and renter's insurance policies.
- Managed a substantial volume of inbound calls from clients, expertly guiding them through the claims filing process with empathy, clarity, and professionalism.
- Conducted thorough investigations into each claim, ensuring accurate and comprehensive documentation to support the claims adjudication process.
- Collaborated seamlessly with internal departments, including underwriting and legal teams, to facilitate the resolution of complex claims and provide optimal customer satisfaction.
- Maintained a deep understanding of insurance regulations and policy terms, enabling precise communication with clients regarding coverage details, claim status, and relevant timelines.
- Provided exceptional customer service by actively listening to client concerns, addressing inquiries, and proactively resolving issues, ensuring a positive overall customer experience.
- Assisted new hires in comprehensive training.
- Leveraged strong multitasking abilities to balance claims processing tasks with a high level of customer service responsibilities, consistently meeting or exceeding performance metrics.
Education
Bachelor of Arts - Communication Media
Alabama Agricultural And Mechanical University
Huntsville, AL05.2011
Skills
- Transaction Management: Successfully managed a high volume of transactions with a focus on accuracy and efficiency
- Executive Support: Screened all emails and calls directed to the CEO/Managing Broker, ensuring effective communication and time management
- Vendor Relationship Management: Established and maintained strong relationships with all vendors, contributing to smooth business operations
- Financial Oversight: Managed bookkeeping, overseeing accounts payable and receivable, and identified/resolved discrepancies in financial records
- Process Improvement: Developed and implemented streamlined processes, resulting in improved transaction cycle times and heightened agent engagement
- Stakeholder Collaboration: Collaborated closely with real estate agents, lenders, and title companies to ensure seamless and timely transaction closures
- CRM and Software Proficiency: Utilized CRM and transaction management software to track, organize, and analyze transactional data, enhancing operational effectiveness and reporting capabilities
- Customer Relations: Fostered strong relationships with agents, addressing inquiries promptly to ensure a positive customer experience
- Reporting and Analysis: Prepared and presented reports on transactional performance, key metrics, and trends to senior management
- Budget Management: Developed and managed budgets for various projects, overseeing company events and outings
Timeline
Operations Manager
Encore Sotheby's International Realty
04.2022 - Current
HR Assistant
Organized HR
09.2020 - 04.2022
Front Office Manager
Bader Company
06.2014 - 10.2019
Customer Service Claims Processor
Bader Company
05.2011 - 06.2014
Bachelor of Arts - Communication Media
Alabama Agricultural And Mechanical University
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