Summary
Overview
Work History
Education
Skills
Timeline
Generic

Catherine Moline

Jensen Beach,FL

Summary

Dedicated and personable administrative professional skilled in cultivating positive connections with clients, staff, and management. Highly-developed communicator with outstanding problem-solving and conflict resolution abilities. Expertise in resource allocation and schedule management. Solid skills in customer relations and resilience to handle challenges in fast-paced environments. Detail-oriented and decisive with sound judgment, good multitasking abilities, and a self-motivated nature. Comfortable working alone or with teams to accomplish on-time and accurate clerical tasks. Experienced in assisting with daily office needs and managing general administrative activities. Expertise in mathematics and finance-related initiatives. Successful in coordinating and executing meetings, travel, and special events. Meticulous and systematic, skilled in organizing, planning, and managing daily clerical needs. Proficient in oral and written communication, team leadership, and relationship-building. Highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Professional Call Center Manager, prepared to streamline operations and enhance customer interactions. Extensive experience in coaching teams and implementing process improvements to elevate service quality. Known for fostering collaborative environments and adapting to dynamic business needs, with strong communication and organizational skills.

Overview

12
12
years of professional experience

Work History

Office Manager / Administrative Assistant

Tax and Business Solutions
Daytona Beach, Florida
07.2021 - Current
  • Efficiently processed and redirected incoming calls.
  • Coordinated flight and accommodation bookings for staff.
  • Executed meticulous organization of electronic and physical documents to uphold confidentiality standards.
  • Created presentations, reports, memos, and emails as needed by management.

Marketing / Call Center Manager

Direct Buy Club
Sanford, FL
06.2013 - 05.2021
  • Researched emerging technologies in digital marketing space.
  • Tracked budgets for all marketing initiatives and provided regular updates.
  • Monitored competitors' activities to keep up with industry trends.
  • Generated ideas to increase sales through creative promotions.
  • Managed a marketing team of 15+ employees
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Evaluated data to identify trends and determine customer service needs.
  • Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
  • Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
  • Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Generated weekly reports on key performance indicators (KPIs) for senior management, providing actionable insights for strategic decision-making.

Education

Associate of Arts - Business Management

IRCC
Stuart, FL
06-2002

Skills

  • Problem Solving
  • Customer Service
  • Data Analysis
  • Organizational Skills
  • Marketing
  • Research
  • Meeting planning
  • Calendar Management
  • Scheduling
  • Office Administration
  • Teamwork
  • Team leadership
  • Verbal and written communication
  • Staff management
  • Documentation and reporting
  • Operations management
  • Project management
  • Customer relationship management (CRM)
  • Performance management
  • Billing
  • Bookkeeping
  • Payroll and budgeting
  • Account reconciliation
  • Credit and collections
  • Inventory control
  • Employee supervision
  • Conflict management
  • Staff hiring
  • Employee training
  • Training and coaching
  • Workflow optimization
  • Policy implementation
  • Financial reporting
  • Financial tracking
  • Expense reporting
  • Team supervision
  • Report preparation
  • Event coordination
  • Travel coordination
  • Team bonding
  • Policy and procedure modification
  • Compliance monitoring
  • Strategic planning
  • Office management software
  • Onboarding and orientation
  • Quickbooks expertise
  • Microsoft Suite
  • Dynamics 365
  • Paychex
  • Sage
  • Ultra Tax
  • CRM software

Timeline

Office Manager / Administrative Assistant

Tax and Business Solutions
07.2021 - Current

Marketing / Call Center Manager

Direct Buy Club
06.2013 - 05.2021

Associate of Arts - Business Management

IRCC
Catherine Moline