Amy Rudolph
Customer Service Supervisor
Logan,UT
Summary
Accomplished Office Management and Administration Professional experienced in optimizing productivity, service quality and efficiency 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.
Overview
5
5
years of post-secondary education
15
15
years of professional experience
Work History
Admissions Supervisor
Center For Excellence In Higher Education
SLC , UT
2020.07 - Current
- Handled customer complaints, resolved issues through active listening and open-ended questioning, and adjusted policies to meet changing needs.
- Developed and implemented office management procedures to maintain compliance with company policies, objectives, and communication goals and increase team productivity.
- Increased quality of work to 99% and employee retention by regularly evaluating employee performance and conducting one-on-ones to provide constructive guidance.
- Pursued and applied Clifton StrengthsFinder to identify individual unique work styles with each agent and adapted management methods to assist each agent with accuracy through ongoing training, coaching, and professional development opportunities.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Organized and updated work schedules to account for changing staff levels and expected workloads along with completing bi-monthly payroll.
- Mentored office employees on proper administrative procedures and how to use programs such as Microsoft 365, Velocify, SalesForce, Five9 and other CRMs, keeping operations consistent and efficient for maximum workflow.
- Established engagement through development, monitoring goals, conducted performance reviews and administered salaries for staff.
Admission Assistant
Center For Excellence In Higher Education
SLC , UT
2018.08 - 2020.07
- Conducted interviews utilizing auto-dialing systems, and implementation of admissions policies with accuracy as students were considered and prepared for enrollment.
- Utilized strong working knowledge of call quality and processes to aid in answering questions and building script flow confidence during Peer-to-Peer mentoring.
- Assisted Supervisors with data entry, reporting, system analysis audits, identifying reporting inconsistencies, peer trouble shooting, and coaching.
- Created and maintained organizational trackers and other training material to monitor personal metrics and set regular goals.
- Used Microsoft 365, Velocify, SalesForce, Five9 and others to prepare various correspondence, reports and other written material.
Executive Assistant
Lexington Law Firm
North Salt Lake , UT
2010.03 - 2016.07
- Assisted 13 attorneys in maintaining bar applications, admissions fees and continuing legal education hours.
- Managed 3 Administrative Assistants in fulfilling their daily tasks.
- Handled highly confidential corporate communications, drafted agendas, created corporate events, and facilitated requests for client files.
- Scheduled and administered company compliance testing for employees on a quarterly basis.
- Assisted in filing legal documents with appropriate courts and opposing counsels, and aided in skip tracing for case documentation.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
Customer Service Paralegal Supervisor
Lexington Law Firm
North Salt Lake , UT
2007.01 - 2010.03
- Efficiently monitored client’s cases and progress through regular office communication.
- Increased staffing by 30% through hiring, managing, training development, established and monitored goals, conducted performance and employee satisfaction reviews.
- Demonstrated ability to creatively resolve issues and defuse escalated client situations within company policies.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Night Shift Manager/Trainer
Arctic Circle
Taylorsville , UT
2004.06 - 2007.01
- Supervised 25 employees and oversaw quality compliance with company standards for food and services.
- Created and developed new onsite training program.
- Created shift task lists to assign employee duties and ran nightly reports while appropriately handling financial records, cash counts, and money deposits.
- Exercised composure under pressure and in escalated customer service scenarios.
Education
Some College (No Degree) - Psychology
Salt Lake Community College
Salt Lake City, UT 2006.08 - 2009.01
High School Diploma -
Hunter High School
West Valley City, UT 2003.09 - 2006.06
Skills
Rapport building
Timeline
Admissions Supervisor
Center For Excellence In Higher Education
2020.07 - Current
Admission Assistant
Center For Excellence In Higher Education
2018.08 - 2020.07
Executive Assistant
Lexington Law Firm
2010.03 - 2016.07
Customer Service Paralegal Supervisor
Lexington Law Firm
2007.01 - 2010.03
Some College (No Degree) - Psychology
Salt Lake Community College
2006.08 - 2009.01
Night Shift Manager/Trainer
Arctic Circle
2004.06 - 2007.01
High School Diploma -
Hunter High School
2003.09 - 2006.06
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