Angela Jesse
Office Manager
Franklin,La
Summary
A highly competent, motivated and enthusiastic professional with experience working as part of a team in a busy environment. Well organized and proactive in providing timely, efficient and accurate customer service and support to managers and work colleagues. Approachable, well presented and able to establish good working relationships with a range of different people. Possessing a proven ability to generate innovative ideas and solutions to problems. A focus on customer satisfaction delivers repeat business and customer referrals. To obtain position where I can apply my skills and abilities. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Office Manager
Midway Applicances
Red Deer, AB
10.2020 - Current
- Answer phones, making work orders, making appointments, data entry, opening and closing the store, checking in parts, pulling the techs invoices and parts for them, doing inventory.
- Managed office inventory and placed new supply orders.
- 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.
- Reviewed files and records to obtain information and respond to requests.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Used judgment and initiative in handling confidential matters and requests.
- Coded and entered daily invoices with in-house accounting software.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Interpreted and communicated work procedures and company policies to staff.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Evaluated individual and team business performance and identified opportunities for improvement.
Customer Service Representative
TRAIL APPLIANCES LTD
Red Deer, AB
09.2017 - 09.2020
- Managed a variety of administrative and clerical functions in a high-volume office
- Ensures invoicing is completed accurately and in a timely manner
- Answering multi-line phone and direct incoming calls.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Rep
Hospitality Network
Red Deer, AB
10.2015 - 09.2017
- Manage customer requests for service
- Prepare courier shipments
- Manage inventory for cost effectiveness
- Schedule staff
- Prepare and make deposits.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Mentored new employees on procedures and policies to maximize team performance.
Merchandising Supervisor
Home Depot
Red Deer, AB
05.2014 - 03.2015
- Supervised a team of 10-12 people
- Supervised the work activities of associates within my area
- Communicated store and MET objectives within the work team, though the management of training calendar and curriculum execution
- Participates in the interview process doe hiring new associates
- High paced environment
- Ensured tasks were completed on time, without error, and met quality standards
- Safety orientated followed safety policies and procedures and identified and corrected safety hazards
- Attention to detail stayed attentive and aware, caught errors before completing assignments, and maintained high quality standard for work.
- Recruited, hired, trained and managed [Number]-member merchandising team, oversaw timely, accurate orders and maintained merchandising standards within designated geographic region.
- Coached, directed and counseled merchandisers on overall performance, clearly defined expectations, monitored progress and tracked volume for incentives and productivity.
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
- Built product displays and placed appropriate signage for merchandise.
- Organized engaging front-facing displays to capture customer interest and drive revenue growth.
- Assisted in gathering and moving materials and equipment for assigned displays.
- Printed labels and tags for for-sale merchandise.
- Displayed appropriate signage for products and sales promotions.
- Communicated and coordinated planogram execution with store management.
- Scanned shelves and product cases for expired stock to discard outdated items.
- Followed prepared sketches and planograms to arrange consistent shelves, racks and bins across various locations.
- Examined stock to verify conformance to quality specifications and took pride in products being distributed.
- Collaborated with suppliers, manufacturers and retailers to properly execute merchandising plans.
- Monitored stock to maintain sufficient quantity of featured product.
Customer Service Representative
The Brick
Red Deer, AB
11.2012 - 05.2014
- Manage a variety of administrative and clerical functions in a high-volume office
- Coordinate the routing and scheduling of deliveries to ensure efficiency and customer satisfaction
- Ensure invoicing is completed accurately and in a timely manner
- Handling concerns in a professional manner to ensure customer satisfaction
- Answer multi-line phones and direct incoming calls
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
Store Manager
Eleven
Red Deer, AB
10.2011 - 10.2012
- Oversaw store operations, supervised employees and managed inventory
- Developed successful sales plans to grow the store's profitability
- Implemented new product lines and created strategies to introduce and promote them to customers
- Set standards and modeled behavior for optimum customer service
- Recruited, trained, developed and motivated employees
- Promoted 7-Eleven to customers and community
- Trained and mentored associates to teach daily tasks and procedures.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored employee performance and identified performance gaps for corrective action.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Updated and maintained store signage and displays.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
Merchandiser
Anderson Merchandising
Denver, CO
01.2008 - 01.2009
- Stocked stores with merchandise and set merchandise according to planograms
- Performed audits and managed projects for various clients
- Worked with client stores to ensure accuracy and customer satisfaction
- Trained and mentored new staff
- Organized the return of unsold merchandise
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Monitored stock to maintain sufficient quantity of featured product.
- Built product displays and placed appropriate signage for merchandise.
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
- Assisted in gathering and moving materials and equipment for assigned displays.
- Displayed appropriate signage for products and sales promotions.
- Scanned shelves and product cases for expired stock to discard outdated items.
- Organized engaging front-facing displays to capture customer interest and drive revenue growth.
- Printed labels and tags for for-sale merchandise.
- Communicated and coordinated planogram execution with store management.
- Followed prepared sketches and planograms to arrange consistent shelves, racks and bins across various locations.
- Examined stock to verify conformance to quality specifications and took pride in products being distributed.
- Collaborated with suppliers, manufacturers and retailers to properly execute merchandising plans.
- Cleaned and organized display cases, shelves and aisles.
- Helped customers locate desired items and assisted with carrying heavy loads.
- Placed prices and descriptive signage to enhance displays and promote items.
- Built effective partner store relationships to improve customer satisfaction.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Conferred with production, sales and shipping personnel to expedite or trace shipments.
- Restocked shelves with current merchandise in attractive displays to promote sales.
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Created retail displays to highlight particular products and drive sales according to corporate strategy.
- Enhanced store and display appearance utilizing seasonal promotions and trends to drive strategy.
- Established and maintained proper high-traffic displays, resulting in increased sales.
- Monitored and reordered inventory items to fulfill displays and executed design changes to align with available inventory.
- Changed or rotated window displays, interior display areas or signage to reflect changes in inventory or promotion.
- Consulted with management and advertising teams to plan optimal promotions.
- Planned commercial displays to entice and appeal to customers.
- Presented updated floor plans and design strategy to store management.
Store Manager
GNC Denver
Denver, CO
01.2007 - 01.2008
- Managed the daily operations, staffing, and sales to ensure profit targets were met within the retail store
- Ensured compliance with all store operations policies
- Sold merchandise to customers by following GNC's prescribed selling methods
- Managed the store's inventory with GNC guidelines
- Received, checked, and shelved all merchandise orders
- Responsible for keeping store clean and uncluttered
- Managed work schedules within established budgets for optimal store coverage
- Hired, trained, disciplined, evaluated, and terminated employees
- Trained and mentored associates to teach daily tasks and procedures.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored employee performance and identified performance gaps for corrective action.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Updated and maintained store signage and displays.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
Assistant Manager
Tobacco Plus
New Iberia, LA
01.2001 - 01.2005
- Manager with the daily operations of the store including staffing, inventory management and loss control
- Oversaw the operations of the check cashing operations of the store including managing cash inventories to coincide with scheduled increases and decreases in customer traffic
- Completed paperwork as required by corporation and regulatory offices
- Completed bookkeeping and bank transactions as required
- Ensured that customer satisfaction was maintained at high level to ensure repeat customers
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Implemented organization systems for financial reports, schedules and inventory control to improve efficiency and productivity.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Education
Certificate in Administrative Applications -
Ashworth College
01.2014
High School Diploma -
Franklin Senior High
01.2008
Skills
- Customer Care
- Customer Service
- Customer Support
- Management
- Clerical Experience
- Word Processing
- Accounting
- Training & Development
- Languages
- English - Advanced
- Additional Information
- Skills
- Public Relations and Customer Service
- Staff Training, Scheduling and Supervision
- Oral and Written Communication
- Sales and Expense Reporting
- Daily and Monthly Business Reporting
- Supply and Materials Management
- Bookkeeping and General Accounting
- Filing, Organization and Record Keeping
- Word Processing and Computer Programs
- Business Office Administration
- Administration and Reporting
- CRM and Office Management Software
- Recruitment and Hiring
- Verbal and Written Communication
- Onboarding and Orientation
- Hiring and Training
- Managing Operations and Efficiency
- Problem Resolution
- Employee Coaching and Motivation
- Work Planning and Prioritization
- Performance Evaluations
- Staff Training
- Employee Development
- Teamwork and Collaboration
- Documentation and Reporting
- Scheduling and Coordinating
- Performance Tracking and Evaluation
- Complex Problem Solving
- Budget Management
- Training and Development
- Goal Setting
- Team Leadership
- File and Data Retrieval Systems
- Scheduling and Calendar Management
- Banking Operations
- Data Entry
- Customer Relations
- Invoicing and Billing
- Workforce Management
Certification
CUSTOMER SERVICE (10+ years)
RECEPTIONIST (4 years)
RETAIL SALES (10+ years)
BOOKKEEPING (5 years)
SALES (2 years)
Customer Service (10+ years)
CSR (10+ years)
CSR
Timeline
Office Manager
Midway Applicances
10.2020 - Current
Customer Service Representative
TRAIL APPLIANCES LTD
09.2017 - 09.2020
Customer Service Rep
Hospitality Network
10.2015 - 09.2017
Merchandising Supervisor
Home Depot
05.2014 - 03.2015
Customer Service Representative
The Brick
11.2012 - 05.2014
Store Manager
Eleven
10.2011 - 10.2012
Merchandiser
Anderson Merchandising
01.2008 - 01.2009
Store Manager
GNC Denver
01.2007 - 01.2008
Assistant Manager
Tobacco Plus
01.2001 - 01.2005
Certificate in Administrative Applications -
Ashworth College
High School Diploma -
Franklin Senior High
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