ANNA DILLON
Avondale,AZ
Summary
Experienced office manager with a strong work ethic and exceptional organization skills. Skilled in office administration, customer service, and call center work. Thrives in managing multiple projects and tasks simultaneously, ensuring efficient operations. Valued asset to any team due to loyalty, reliability, flexibility, and trustworthiness.
Overview
19
19
years of professional experience
Work History
Office, Scheduling, and Parts Manager
Frost Appliance Repair
05.2022 - Current
- Perform administrative duties such as invoicing, emailing, filing documents, managing calendar, working with vendors, and booking service appointments for appliance repair.
- Effectively manage inbound and outbound service calls for a multi-line phone system.
- Cultivate positive rapport with fellow team members to boost company morale.
- Perform account receivable duties including by not limited to: Invoice processing, payment reconciliation, payment adjustments, and collections.
- Set schedule for 3 technicians by planning and designating shifts and hours.
- Flag potential issues by monitoring timelines.
- Maintain accurate records and purchase orders.
- Plan operations to meet established schedules, factoring in order demands and business forecasts.
- Collaborate with technical and administrative teams to develop and implement successful corrective plans.
- Coordinate with other departments to align production with customer requirements.
- Create and oversee production schedules and adjusted as needed to meet deadlines.
- Monitor inventory levels and restocking schedules to avoid production delays from unavailable materials.
- Research latest industry trends and technologies, boosting knowledge and understanding of industrial production.
- Update management and clients on progress of production.
- Develop and implement new procedures for improving inventory control and reducing time required locating parts by modifying part numbers and locations.
- Order parts for customers, and service departments for use with all appliance repair projects.
- Oversee employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Locate new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Rearrange parts department to better serve changing trends and keep workspaces organized.
- Mitigate financial discrepancies by managing inventory, damaged goods and backorders.
- Prepare detailed project estimates for customer approval.
- Implement systems to improve process efficiency and reduce project duration.
- Conduct critical pre-installation meetings with. technicians and support staff.
Office Manager
Accel Electric AZ LLC
07.2008 - 03.2022
- Worked directly with our General manager to facilitate customer quotes, financial strategies and project planning.
- Responsible for office operations for a staff of 6 employees.
- Responsible for new-hire paperwork, Bi-weekly payroll, ordering uniforms, processing time off request, and bonus/commission planning.
- Responsible for booking service appointments and daily job planning based upon schedule.
- Dispatched for an electrical service crew of 4-6 technicians.
- Prepared and distributed payroll for all office staff.
- Responsible for ordering materials from vendors.
- Performed account receivable duties including but not limited to: Invoice processing, payment reconciliations, payment adjustments and collections.
- Accurately researched, documented and resolved customer service issues.
- Effectively manage inbound and outbound service calls for a busy multi-line phone system.
- Prepared financial reports on a daily basis.
- Oversaw inventory and office supply purchases.
- Oversaw call center employees to ensure goals were consistently met.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Created, prepared, and delivered reports to various departments.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, and customer service skills to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Representative
Yes Air Conditioning/ ARS Rescue Rooter
04.2006 - 07.2008
- Effectively managed a high-volume of inbound and outbound customer calls.
- Responsible for scheduling appointments for Air Conditioning and Plumbing technicians.
- Responsible for contacting customers to advise of technicians arrival.
- Daily dispatch for over (8) services technicians to there individual scheduled job.
- Responsible for planning the schedule for each technician daily.
- Accurately documented, researched and resolved customer service issues.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Defused volatile customer situations calmly and courteously.
- Referred unresolved customer grievances to designated departments for further investigation.
- Prepared daily report of service technicians' collections, hours logged, commissions/bonuses, and rate of pay.
Education
Pharmacy Technician Training - Pharmacy
Arizona College of Allied Health
Phoenix, AZ05.2002
Skills
- Excellent communication skills
- Customer service-oriented
- Accurate and detailed
- Works well under pressure
- Accounting familiarity
- Payroll familiarity
- Invoice processing
- Advanced clerical knowledge
- Multi-line phone proficiency
- Critical thinker
- Project planning skills
- Spreadsheet management
Timeline
Office, Scheduling, and Parts Manager
Frost Appliance Repair
05.2022 - Current
Office Manager
Accel Electric AZ LLC
07.2008 - 03.2022
Customer Service Representative
Yes Air Conditioning/ ARS Rescue Rooter
04.2006 - 07.2008
Pharmacy Technician Training - Pharmacy
Arizona College of Allied Health
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