Amy King
Lawrenceville,GA
Summary
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Seasoned Office Manager offering leadership experience in administrative positions. Well-versed in industry practices and procedures. Top-notch management abilities in financial, personnel and clerical areas.
Overview
11
11
years of professional experience
Work History
Office Manager
Plumbing& Mechanical Services
04.2010 - 03.2021
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Developed and implemented performance metrics to monitor and evaluate CSR team success.
- Leveraged data analytics tools to identify trends and patterns in customer interactions, informing strategic decision-making processes within the company.
- Streamlined processes for faster issue resolution, leading to improved customer experiences.
- Ensured compliance with company policies and procedures by effectively managing the CSR team''s daily activities.
- Coordinated schedules to ensure optimal staffing levels during peak call volume periods.
- Developed and implemented customer service policies and procedures.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Promoted a positive work environment by fostering open communication among the CSR team members.
- Conducted regular performance reviews for continuous improvement of CSR team members.
- Implemented cross-training initiatives to increase skill sets among CSR representatives, resulting in increased productivity.
- Contributed to higher employee retention rates through effective motivation and recognition strategies.
- Assisted in recruiting and onboarding new hires, setting them up for success within the organization.
- Managed complex cases involving multiple stakeholders while maintaining professional demeanor and focus on resolution goals.
- Managed high-volume call center operations, ensuring timely responses to customer inquiries.
- Monitored call quality using designated software platforms, identifying areas where improvements could be made.
- Oversaw escalated customer concerns, providing satisfactory resolutions in a timely manner.
- Collaborated with other department supervisors to identify opportunities for process improvements across the organization.
- Facilitated regular training sessions for the CSR team, ensuring their skills remained current and relevant in the industry.
- Spearheaded quality assurance initiatives, leading to consistent delivery of excellent customer service standards.
- Increased team efficiency by providing ongoing coaching, feedback, and support to CSR representatives.
- Collaborated with other departments on projects aiming at improving overall business performance through enhanced customer service experiences.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Researched and corrected customer concerns to promote company loyalty.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
- Maintained human resources regulatory compliance with local, state and federal laws.
- Streamlined HR processes for increased efficiency, reducing paperwork and manual tasks through automation.
- Collaborated with executive leadership to align HR initiatives with overall business goals and objectives.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Managed complex benefits administration, ensuring accurate enrollment and timely processing of claims.
- Organized and led staff orientation programs and training to promote collaboration.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Coordinated employee grievances and disputes in timely and professional manner by finding constructive solutions.
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Enhanced employee retention by implementing effective talent management strategies and fostering a positive work environment.
- Implemented performance reviews and motivational strategies to elevate HR team results.
- Motivated employees through special events and incentive programs.
Education
Science Of Business Management - Business Administration And Management
03.2010
Skills
- Customer Service
- Office Management
- Organizational Skills
- Billing
- Customer Relations
- Clear oral/written communication
- Data Entry
- Excellent multi-tasking ability
- Scheduling and calendar management
- Administrative Support
- Payroll Processing
- Bookkeeping
- Document Management
- Payroll and budgeting
- Clerical Support
- Account Reconciliation
- Credit and collections
- Relationship Building
- Scheduling
- Scheduling Coordination
- Inventory Control
- Staff Management
- Employee Supervision
- Operations Management
- Human Resources
Timeline
Office Manager - Plumbing& Mechanical Services
04.2010 - 03.2021
Athens Technical College - Science Of Business Management , Business Administration And Management