Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Courtney McFarland

Katy,TX

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.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Remote Clinical Administrative Coordinator

Optum
04.2022 - Current
  • Managed call volume of 70-100 calls per day for various customer needs.
  • Enhanced patient experience by efficiently managing coordination of clinical services and appointments.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Streamlined administrative processes for increased efficiency in supporting clinical staff members.
  • Improved patient satisfaction by promptly addressing concerns and providing necessary information regarding treatment plans.
  • Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.
  • Consistently met or exceeded performance goals, contributing to overall success of the call center.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.

Secretary

Katy Independent School District
07.2021 - 04.2022
  • Enhanced office efficiency by streamlining filing systems and organizing documents.
  • Facilitated communication between departments for improved collaboration and project success.
  • Managed executive calendars, scheduling appointments and meetings to optimize time management.
  • Coordinated travel arrangements for senior staff, ensuring smooth business trips with minimal disruptions.
  • Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
  • Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
  • Supported human resources initiatives by assisting with recruitment, onboarding, and employee evaluations.
  • Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
  • Assisted in event planning and execution for company functions such as conferences, workshops, or social gatherings.
  • Implemented new office procedures to improve workflow efficiency while reducing administrative errors.
  • Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
  • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
  • Improved document processing times by implementing digital archiving systems and reducing paper waste.
  • Created detailed reports summarizing critical data points such as budgets or performance metrics for easy review by upper management.
  • Maintained daily report documents, memos and invoices.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Maintained office supplies inventory by checking stock and ordering new supplies.

Remote Customer Service Representative - Temporary

ChaseSource LP
03.2021 - 07.2021
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Assisted customers in navigating company website and completing online applications, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Managed incoming call volume of 60-90 calls per day with various needs.

Administrative Assistant III-Remote

Brenham State Supportive Living Center
01.2020 - 06.2021
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Scheduled office meetings and client appointments for staff teams.
  • Executed record filing system to improve document organization and management.
  • Received and Created and maintained databases to track and record customer data.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.

Seasonal Customer Care Team Member - Remote

Academy Sports + Outdoors
10.2020 - 12.2020
  • Enhanced team efficiency by streamlining communication and implementing effective collaboration tools.
  • Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
  • Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Managed incoming call volume of 30-50 calls, 30 emails and 50 chats conversations daily.

Seasonal Customer Care Team Member - Remote

Academy Sports + Outdoors
11.2019 - 01.2020
  • Enhanced team efficiency by streamlining communication and implementing effective collaboration tools.
  • Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
  • Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Campus Secretary/Bookkeeper

Waller ISD
08.2018 - 11.2019
  • Enhanced office efficiency by streamlining filing systems and organizing documents.
  • Managed executive calendars, scheduling appointments and meetings to optimize time management.
  • Coordinated travel arrangements for senior staff, ensuring smooth business trips with minimal disruptions.
  • Maintained accurate records of office expenses, assisting in budget preparation and cost control efforts.
  • Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
  • Supported human resources initiatives by assisting with recruitment, onboarding, and employee evaluations.
  • Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
  • Implemented new office procedures to improve workflow efficiency while reducing administrative errors.
  • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Maintained daily report documents, memos and invoices.
  • Maintained office supplies inventory by checking stock and ordering new supplies.
  • Provided clerical support to company employees by copying, faxing, and filing documents.

Registrar

IL Texas-Katy
04.2017 - 08.2018
  • Improved data integrity by conducting regular audits of student records and making necessary corrections.
  • Implemented effective communication strategies to keep students informed about important deadlines, policies, and updates related to their enrollment status.
  • Evaluated transfer credit eligibility for incoming students, ensuring a fair assessment process aligned with institutional policies.
  • Optimized scheduling procedures for classrooms and facilities, resulting in reduced conflicts and improved resource allocation across campus activities.
  • Supported academic advising efforts by providing timely access to student records, enabling informed decision-making about course selections and degree progress.
  • Organized, reviewed, and filed paperwork for secure recordkeeping.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Prepared balanced course schedules, student rosters and class lists.
  • Maintained the maximum capacity of enrollment of 1,400 students from grades K-8 moving the applications based on withdrawals.

Administrative Assistant II

Prairie View A&M University
09.2000 - 04.2017
  • Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created and maintained databases to track and record customer data.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Drafted correspondence and other documents for CEO and department heads in company's voice.
  • Managed department budgets and generated financial reports for management review.
  • Managed filing system, entered data and completed other clerical tasks.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Maintained staff records for 75 and student records of 3,000 both soft and hard copies.

Education

High School Diploma -

Sealy High School
Sealy, TX
06.1995

Skills

  • Clerical assistance
  • Case Review
  • Expense Reports
  • Office Management
  • Patient Scheduling
  • Appointment Coordination
  • Business Correspondence
  • Policy Implementation
  • Clinical Documentation
  • Documentation skills
  • Provider Relations
  • Recordkeeping skills

Certification

Notary Public, 11/2019, 11/2026

Additional Information

Willing to assume responsibility, is self-motivated, and possess a high degree of professional integrity., Well rounded, flexible team player, and has the ability to learn quickly., Experience with working with a diversified set of customers within a Higher Educational setting., Skilled in applying a logical, common sense approach to seeking practical solutions., Well organized, inquisitive problem solver who enjoys challenges., Communicate effectively when dealing with people of diverse interest and levels of authority., Experience using FAMIS, Canopy, Banner, CSGold, CMStat, Web Flis, T2Systems, SIS, PV Talent

Timeline

Remote Clinical Administrative Coordinator

Optum
04.2022 - Current

Secretary

Katy Independent School District
07.2021 - 04.2022

Remote Customer Service Representative - Temporary

ChaseSource LP
03.2021 - 07.2021

Seasonal Customer Care Team Member - Remote

Academy Sports + Outdoors
10.2020 - 12.2020

Administrative Assistant III-Remote

Brenham State Supportive Living Center
01.2020 - 06.2021

Seasonal Customer Care Team Member - Remote

Academy Sports + Outdoors
11.2019 - 01.2020

Campus Secretary/Bookkeeper

Waller ISD
08.2018 - 11.2019

Registrar

IL Texas-Katy
04.2017 - 08.2018

Administrative Assistant II

Prairie View A&M University
09.2000 - 04.2017

High School Diploma -

Sealy High School

Similar Profiles

CREATE PROFILE
Courtney McFarland