Lisa Otero
North Chesterfield,VA
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records. Organized and dependable manager successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
31
31
years of professional experience
Work History
Call Center Representative
Midlothian Family Practice
07.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Met customer call guidelines for service levels, handle time and productivity.
Consultant
Self Employed Services
04.2023 - Current
- Analyzed problematic areas to provide recommendations and solutions.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Researched latest trends in hair and makeup to stay updated on color, style, and technique.
- Initiated and engaged clients in conversations as part of personalized service.
- Conducted and maintained inventory and set up retail displays to attract guest attention resulting in increased sales.
- Investigated and resolved complaints to satisfy guests and maintain good business practices.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Answered phone calls and emails to schedule client appointments.
- Developed loyal following of clients by providing high-quality services.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Assisted clients in navigating complex industry challenges with strategic recommendations.
Technician
DefyG Cryotherapy
08.2022 - 06.2023
- Maintained quality assurance and customer satisfaction objectives.
- Executed diagnostics, troubleshooting and evaluations on Equipment.
- Organized work schedules and meetings.
- Completed job reports and logs immediately following service calls.
- Train new and current employees.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
Technician/Manager
Absolute Cryotherapy And Wellness
09.2019 - 07.2022
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
Lead School age teacher /PM Supervisor
Skipwith Academy
04.2009 - 08.2020
- Drove student learning by establishing clear classroom plans and group objectives, as well as actionable strategies to achieve each goal.
- Created and led 15+ field trips and hands-on activities to foster creativity.
- Collaborated with administrators on classroom policies, management strategies and discipline.
- Maintained student portfolios used for monitoring skills assessments and work samples needed for promotion and to monitor areas needing improvement.
- Reinforced positive behavior by encouraging efforts through affirmation statements and praising accomplishments.
- Prepared materials for lessons, assignments and assessments and evaluated, corrected and graded student performance to identify gaps in skills or knowledge and set realistic goals.
- Organized classroom supplies and decorated walls to create fun, nurturing settings and meet learning needs.
- Built positive relationships with parents to involve families in educational process.
- Helped students develop self-esteem and life skills by fostering healthy conflict-resolution, critical thinking and communication.
- Supervised students at all times based on licensing, administration and compliance standards to promote safe, clean and nurturing classroom environment.
- Managed team of 20 employees, overseeing hiring, training, and professional growth of employees.
- Identified issues, analyzed information and provided solutions to problems.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Receptionist
Swift Creek Animal Hospital
06.2013 - 12.2014
- Kept reception area clean and neat to give visitors positive first impression.
- Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Received and routed business correspondence to correct departments and staff members.
- Assisted in administrative duties for office team, including making phone calls, copies and schedules.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Resolved customer problems and complaints by listening to the customer or speaking with a supervisor.
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Collected, sorted, distributed and sent mail and packages.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
School Aide
NYC Department Of Education
04.2000 - 08.2007
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Prepared instructional materials for group and one-on-one use to comply with established curriculum.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
- Maintained fully functional office equipment and well-organized supplies to enhance team productivity.
- Wrote and proofread error-free letters, memoranda and other business correspondence.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Handled daily scheduling tasks and provided administrative support for education department.
Licensed Cosmetologist
Self Employed Cosmotogist
07.1993 - 08.2007
- Kept work areas, tools and equipment clean and properly sanitized to minimize risk and cross-contamination.
- Suggested treatments and styles to suit customers' appearance and desired look.
- Offered highly skilled and diverse salon services to over 15 daily customers, including cuts, color services and extensions.
- Assessed customer hair texture, treatment history and desired outcome to identify appropriate services.
- Evaluated client needs and recommended treatments and strategy to achieve desired result, while maintaining hair health.
- Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
Education
Lake City Community College
Lake City, FloridaLicense - Cosmetology
Wilfred Beauty Academy
New York, NY06.1994
High School Diploma -
St. Helena Commercial H.S.
Bronx, NY06.1986
Skills
- Data Entry
- Customer Relations
- Customer Service
- Administrative Support
- Inventory Control
- Event Coordination
- Accounts Payable and Receivable
- Multi-Tasking Skill
- Office Supplies and Inventory
- Meeting Coordination and Support
- Reconcile tenant insurance
- scan invoices
- post rent checks
- Vendor management
Timeline
Call Center Representative
Midlothian Family Practice
07.2023 - Current
Consultant
Self Employed Services
04.2023 - Current
Technician
DefyG Cryotherapy
08.2022 - 06.2023
Technician/Manager
Absolute Cryotherapy And Wellness
09.2019 - 07.2022
Receptionist
Swift Creek Animal Hospital
06.2013 - 12.2014
Lead School age teacher /PM Supervisor
Skipwith Academy
04.2009 - 08.2020
School Aide
NYC Department Of Education
04.2000 - 08.2007
Licensed Cosmetologist
Self Employed Cosmotogist
07.1993 - 08.2007
Lake City Community College
License - Cosmetology
Wilfred Beauty Academy
High School Diploma -
St. Helena Commercial H.S.
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