Cate Nelson
Lafayette,LA
Summary
Experienced Office Management and Administration Professional offering history of optimizing productivity, efficiency and service quality across home service trade environments. Highly dependable, ethical and reliable collaborative leader that blends advanced organizational, technical and business acumen. Excels in analytical team development of cross-functional teams in ensuring operational and service excellence. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Executive Administrative Manager
AROCK Technologies
05.2023 - Current
- Provide versatile administrative support for executive-level staff to facilitate optimal operations and achievement of target ROI
- Supervise staff and delegate tasks to maintain positive, productive administrative operations
- Maintain accurate record-keeping systems to ensure access to critical information for decision-making purposes
- Establish and maintain workflow processes, monitor productivity, and implement modifications to improve overall performance of personnel
- Train employees in company and regulatory compliance requirements to promote conformance
- Enhance team productivity by providing ongoing professional development opportunities and regular performance feedback
- Maintain accurate financial records by regularly reconciling accounts ledgers
- Enhance cash flow by implementing and monitoring efficient accounts receivable and payable processes and procedures
- Create monthly reports detailing accounts receivable and payable performance metrics for senior management review
- Manage payroll data entry and processing for 25+ employees in compliance with company guidelines
- Assist employees with benefits-related inquiries, ensuring prompt resolutions and increased satisfaction levels
- Perform key contract administration functions for MSAs, sales contracts, monitoring agreements and service agreements
Office Manager
Control Techs NW LLC
06.2020 - 05.2023
- Maintained office operations while managing field and office staff
- Developed successful relationships with clients, employees, distributors and sub-contractors
- Planned, created, established, and deployed processes and procedures to produce high quality systems and promote operational excellence
- Launched quality assurance practices for each phase of business development
- Leveraged data and analytics to make informed decisions and drive business improvements
- Recruitment, interviewing and hiring of employees
- Established performance goals for employees, monitored productivity, implemented modifications to improve performance and provide feedback on methods for reaching target KPIs
- Cultivated positive rapport with employees to boost company morale and promote employee retention
- Delivered performance reviews, recommending additional training or advancements
- Used industry expertise, customer service skills and analytical nature to resolve client concerns and promote client retention
- Updated financial reports, managed client and vendor accounts, and compiled marketing reports to devise marketing strategies
- Increased lead generation by 20% through implementation of new marketing campaigns
- Oversaw compliance to keep organization operating within legal and regulatory guidelines
Customer Service Representative Team Lead
Sky Heating & Air Conditioning
01.2018 - 04.2020
- Onboarded and trained customer service representatives to meet performance and service goals
- Implemented company policies and procedures for professional, cohesive customer care
- Coached and mentored customer service representatives to deliver polite, professional customer interactions
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Exhibited high energy and professionalism when coordinating with clients and staff
- Met and exceeded customer call guidelines for service levels, handle time and productivity
- Maintained 85%+ call booking average across department
- Measured and improved client satisfaction through analysis of feedback surveys and quality control calls
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Generated company reviews via automated and manual client engagement processes
- Maximized recurring club membership enrollment during service interactions, account management, and post-service follow-ups
Sales Coordinator
Sky Heating & Air Conditioning
01.2018 - 04.2020
- Handled over 50 customer inquiries daily through utilization of advanced call booking and dispatching processes
- Deployed and assessed strategies for retaining clients and maximizing account servicing opportunities to promote revenue consistency
- Provided effective recommendations to increase customer satisfaction and marketing effectiveness
- Reduced errors during sales and service processes by devising and deploying standardized procedures
- Maintained detailed sales reports in CRM and accounting software, updating database regularly to maintain accurate reporting
- Dispatching of 15+ sales, service and install technicians
- Permitting and final inspections, reduced re-inspection and failed inspection rates by 75%
- Product registration and warranty claim processing
Customer Care Sales Specialist
Landmark Ford Lincoln
09.2015 - 12.2017
- Provided excellent customer care by responding to requests, assisting with sales rotation management and facilitating lead hand-offs
- Coordinated with sales and service staff members to enhance customer service experience and exceed team goals through increasing client satisfaction rates
- Collaborated with 4 cross-functional departments to identify and effectively address client needs
- Increased efficiency and performance by monitoring sales team productivity and providing ongoing coaching
- Maintained database and logged demographic data to increase results of targeted marketing strategies
Education
Associate of Science - Cultural Anthropology
Santa Barbara City College
Santa Barbara, CA2014
Skills
- Administration and Operations
- Leadership and Change Management
- Customer Service Management
- Onboarding, Training, Development, Retention
- Financial Administration
- Marketing Life Cycle
- Versatile Report Preparation and Analysis
- Policy Implementation
- Payroll Administration
- Employee Benefits Administration
- Accounts Receivable and Payable
- Strategic Planning and Workflow Optimization
- Consumer Financing Expertise
- Sales Proficiency
- 6 Years Dispatch Experience
- Licensing and Certification Compliance Knowledge
Software Proficiencies
- ADP
- GoHighLevel
- Housecall Pro
- IPP Collector
- Oracle
- Procore
- Service Titan
- Simpro
- Smartsheet
- QuickBooks Online
Affiliations
- Aerus
- American Standard
- Business Development Resources (BDR)
- CertainPath, formerly SGI
- Daikin
- Dynamic Air Quality Solutions
- International Comfort Products
- Mitsubishi
- Nexstar Network
- Rheem
Certification
- CertainPath- Operations, Management, CSR, and Dispatch Training Suite
- Dynamic IAQ- Product and Sales Training
- HVAC Masters of the Hustle- HVAC Sales Training
- Nexstar Network- Call Center School
- Power Selling Pros- Level 1 and Level 2 Certifications
- Service MVP- Leadership and Administrative Training
- Service Ninja- CSR and Dispatch Training
- Smartsheet - Core Certification
Timeline
Executive Administrative Manager
AROCK Technologies
05.2023 - Current
Office Manager
Control Techs NW LLC
06.2020 - 05.2023
Customer Service Representative Team Lead
Sky Heating & Air Conditioning
01.2018 - 04.2020
Sales Coordinator
Sky Heating & Air Conditioning
01.2018 - 04.2020
Customer Care Sales Specialist
Landmark Ford Lincoln
09.2015 - 12.2017
Associate of Science - Cultural Anthropology
Santa Barbara City College
Similar Profiles
Cohen GranzerCohen Granzer
Hand at Arock ServicesHand at Arock Services
Chong Soo KenChong Soo Ken
Cloud Finance Speciallist (Cloud BG CFO) at Sparkoo Technologies (Malaysia) Sdn. Bhd (Cloud Subsidiary for Huawei Technologies (Malaysia) Sdn Bhd)Cloud Finance Speciallist (Cloud BG CFO) at Sparkoo Technologies (Malaysia) Sdn. Bhd (Cloud Subsidiary for Huawei Technologies (Malaysia) Sdn Bhd)
SRIRAM RSRIRAM R
Software Quality Analyst at GAVS Technologies (formerly Neurealm Technologies Pvt Ltd)Software Quality Analyst at GAVS Technologies (formerly Neurealm Technologies Pvt Ltd)
Grady BeauboeufGrady Beauboeuf
Credit Analyst at Red River BankCredit Analyst at Red River Bank
Josephine RiversJosephine Rivers
Summer Camp Counselor at IDEA Public SchoolsSummer Camp Counselor at IDEA Public Schools