Charlotte Hancock
Petal,MS
Summary
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Seasoned Office Manager offering leadership experience in administrative positions. Well-versed in industry practices and procedures. Top-notch management abilities in financial, personnel and clerical areas.
Overview
33
33
years of professional experience
Work History
Office Manager/Producer
The Magnolia Agency Inc.
02.2011 - 04.2024
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Created, maintained and updated filing systems for paper and electronic documents.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Developed and maintained successful relationships with customers and underwriters.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established strong relationships with clients, resulting in repeat business and increased referrals.
Office Manager/Bilingual CSR
Alfa Insurance - Kane Humphreys
05.2007 - 02.2011
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Created, maintained and updated filing systems for paper and electronic documents.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Reported to senior management on organizational performance and progress toward goals.
- Evaluated employee records and productivity and submitted evaluation reports.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Streamlined communication for non-English speaking customers, offering seamless assistance and support.
- Participated in ongoing training sessions to stay current on industry trends and developments, ensuring optimal performance as a CSR.
- Increased customer retention with empathetic listening and tailored problem-solving strategies.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Teaching Assistant
Petal Elementary School
07.2006 - 05.2007
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Managed classroom behavior effectively, creating a positive learning atmosphere conducive to academic success.
- Supported classroom maintenance and upkeep, organizing books and materials.
- Supported classroom activities, tutoring, and reviewing work.
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
- Provided additional support for students with special needs, ensuring they received appropriate accommodations and resources.
- Collaborated with fellow teaching assistants to create a consistent and supportive learning environment for students.
- Evaluated student performance through regular assessments, tracking progress and adjusting instructional strategies as needed.
- Provided one-on-one tutoring sessions for struggling students, leading to increased understanding and improved grades.
- Worked with teacher to optimize learning plans based on student test grades and evaluations.
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
- Actively participated in departmental meetings, collaborating with colleagues to identify areas for improvement within the school community.
- Maintained safety and security by overseeing students in recess environments.
- Completed daily reports on attendance and disciplinary performance.
- Fostered strong relationships with parents through regular communication about student progress, concerns, and achievements.
- Organized materials in classroom spaces based on lecture plans, activity stations or other requirements outlined by teachers.
- Handled class records for attendance, assignment grades and course participation scores.
- Copied, organized and distributed classroom assignments or other paperwork.
- Monitored student behavior in classes, laboratories and on field trips for unsafe or rule-breaking concerns.
Preschool Teacher
First Baptist Church Of Hattiesburg
04.1997 - 06.2006
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
- Developed weekly lesson plans and activities to engage children and promote learning.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Designed creative lesson plans that incorporated hands-on activities and interactive learning experiences to foster curiosity and engagement in young learners.
- Ensured a safe and nurturing environment for all students, adhering to health and safety guidelines in the classroom.
- Established positive communication with parents in daily conversation and formal conferences.
- Applied play-based strategies to provide diverse approaches to learning.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Educated students in foundational concepts such as shapes, numbers, and letters.
- Boosted children''s social development by promoting positive interactions among peers through group activities and collaborative projects.
- Strengthened communication skills among preschoolers through daily dialogue practice during circle time sessions.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Addressed behavioral and learning issues with parents and daycare management.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Maintained accurate records of each child''s progress throughout the year using various documentation methods such as portfolios or tracking sheets.
- Allowed for ample outdoor discovery time in schedule each day.
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Created safe and nurturing learning environment for preschoolers.
- Established positive relationships with students and families.
- Modeled positive behavior and communication skills for students.
- Planned and executed activities to stimulate physical, social and intellectual growth.
- Organized activities to teach preschool children foundational learning skills such as letters and numbers.
- Implemented age-appropriate curricula to meet needs of young learners.
- Guided students to develop social, emotional and physical skills.
- Collaborated with teachers, parents and administrators to facilitate positive outcomes for students.
- Protected children in-class, at recess and off-site with observational skills and positive reinforcement for good behavior.
Front Desk Receptionist
Hattiesburg Clinic
09.1991 - 05.1996
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Completed data entry and filing to keep records updated for easy retrieval.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Completed all tasks in compliance with company policies and procedures.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Boosted staff morale through effective teamwork and clear communication amongst colleagues in various departments.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Operated multi-line telephone system to answer and direct high volume of calls.
Education
High School Diploma -
Petal High School
Petal, MSContinuing Education
WebCE
Online CoursesMedical Terminology
Forrest General HospitalSkills
- Customer Service
- Office Management
- Organizational Skills
- Office Administration
- Excellent multi-tasking ability
- Customer Relations
- Clear oral/written communication
- Billing
- Relationship Building
- Mail handling
- Documentation and control
- Policy Implementation
- Computer Skills
Timeline
Office Manager/Producer
The Magnolia Agency Inc.
02.2011 - 04.2024
Office Manager/Bilingual CSR
Alfa Insurance - Kane Humphreys
05.2007 - 02.2011
Teaching Assistant
Petal Elementary School
07.2006 - 05.2007
Preschool Teacher
First Baptist Church Of Hattiesburg
04.1997 - 06.2006
Front Desk Receptionist
Hattiesburg Clinic
09.1991 - 05.1996
High School Diploma -
Petal High School
Continuing Education
WebCE
Medical Terminology