Brittany Dotson
Rockford,IL
Summary
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. Proven track record of providing exceptional customer service in fast paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments. Responsive and adaptable to changing conditions.
Overview
17
17
years of professional experience
Work History
Office Manager
ABM Industries
06.2021 - Current
- Perform general office duties such as filing, answering telephones, and handling routine correspondence
- Resolve customer complaints
- Control, manage and cancel accounts needed for office services and proficiencies
- Monitor the implementation of departmental policies, goals, objectives, and procedures
- Classify, record, and summarize numerical and financial data to compile and keep financial records using journals and ledgers
- Reconcile purchase order forms, packing slips, and invoices in preparation for approval and submission for payment
- Receive and record bank cash, checks, and vouchers
- Ensure compliance with Federal, state, and company policies, procedures, and regulations
- Plan and direct special events and activities.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated special projects and managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Team Lead
ABM Industries
03.2021 - 06.2021
- Assist customers by telephone, email and face to face with inquiries regarding citations and monthly or daily parking issues
- Resolve customer complaints
- Processing payments
- Process citation appeals- collecting customer contact information, manually inputting appeals, processing appeal decisions
- Assisting operations manager with preparing and attending appeal hearings
- Assisting office manager with financial reports.
Store Manager
Cosmoprof
05.2019 - 03.2021
- Providing an excellent customer experience
- Customer service training
- Meet/ exceed sales goals
- Overseeing full store operations
- Maintaining store budget
- Controlling store expenses
- Managing inventory
- Protecting the customer, associate, and stores assets by following and training staff to follow safety and security rules and policies.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Service Manager
BMO Harris Bank
11.2012 - 11.2018
- Provide professional and courteous service in processing a wide variety of day-to-day and special service customer transactions
- Resolve customer related issues promptly using knowledge of bank services, products and processes
- Meet or exceed all personal and team referral goals
- Cross-selling, identifying customer needs with appropriate products and services
- Manage, coaches and develops the teller staff by assigning work, training, answering questions, solving problems, helping with complex transactions and sensitive customer relations
- Provide Human Resource Management for all tellers including PPA's, developmental Plan/Training, Goal Setting and Corrective Action
- Coordinates daily work routines and assigning duties for teller staff
- Risk and compliance management.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
Customer Service Representative
Comcast
08.2008 - 05.2012
- Virtual in-home Inbound technical support
- Taking incoming calls, providing answers related to customer inquiries, data entry, billing details, technical support for.
Customer Service Representative
Comcast Cable, NCO
07.2006 - 08.2008
- Inbound technical support
- Taking incoming calls, providing answers related to customer inquiries, data entry, billing details, technical support for cell phone provider Secretarial assistant.
Education
High school diploma -
Auburn High School
Rockford, IL01.2002
Skills
- Store Management Experience
- Training & Development
- Telemarketing
- Recruiting
- Employee Orientation
- Management
- Merchandising
- Salesforce
- JD Edwards (JDE)
- Billing
- Budget
- Customer relations
- Data entry
- Inventory
- Promotion
- Sales
- Secretarial
- Corporate processes and procedures
- Conflict mediation
- Senior leadership support
- Microsoft Office expertise
- Report generation
- Data evaluation
- Staff Hiring
- Bookkeeping
- Inventory Control
- Staff Management
- Employee Supervision
- Office Management
- Customer Service
- Payroll and Budgeting
Timeline
Office Manager
ABM Industries
06.2021 - Current
Customer Service Team Lead
ABM Industries
03.2021 - 06.2021
Store Manager
Cosmoprof
05.2019 - 03.2021
Service Manager
BMO Harris Bank
11.2012 - 11.2018
Customer Service Representative
Comcast
08.2008 - 05.2012
Customer Service Representative
Comcast Cable, NCO
07.2006 - 08.2008
High school diploma -
Auburn High School
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