Danay Hill
Baltimore,Maryland
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
6
6
years of professional experience
Work History
Service Coordinator
Alliance InfoSystems
Hunt Valley, MD
01.2023 - Current
- Designated as the first point of contact to the clients for service requests.
- Coordination of schedules for all support groups to ensure maximum utilization of billable resources to meet client requirements.
- Provided timely feedback to management on service failures and client concerns.
- Monitored staff performance and provided feedback on areas of improvement needed.
- Analyzed data to identify trends in customer needs and preferences related to services offered.
- Monitored email and phone communication to provide prompt responses and solutions.
- Prioritized tasks and managed project adjustments to successfully manage high-volume service dispatching.
- Worked closely with lead technicians to handle scheduling, follow ups and recalls.
- Identified and escalated complex technical issues to higher-level IT specialists or supervisors.
- Followed up with technicians and managers to receive and communicate status updates.
- Documented services performed, operations information and dispatch details in system.
- Addressed questions, problems or requests for service or equipment.
- Liaised between client and technician to keep parties fully informed.
- Scheduled Internal and field recourses on the ConnectWise portal.
- Implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.
- Mentored junior team members and managed employee relationships.
Order Entry Manager
CDS Logistics, Emergency Power, and Electric
Middle River, MD
03.2021 - 01.2023
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Analyzed and identified improvements to implement in department systems and controls.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Evaluated program performance against expectations.
- Communicated company philosophies and policies, demonstrated work routines and documented performance.
- Improved productivity initiatives, managing accounts, coordinating itinerary and scheduling client appointments.
- Conduct yearly performance reviews for OE staff.
- Managed entire data lifecycle from creation to archiving processes, establishing protocols to speed data entry procedures.
Order Entry Specialist
CDS Logistics, Emergency Power, and Electric
Middle River, MD
01.2020 - 03.2021
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Compiled data from source documents prior to data entry.
- Communicated with coworkers regarding deadlines and project milestones.
- Proofread and edited documents to correct errors.
- Keep record of customer interactions, process customer accounts and file documents.
- Revised standard operating procedures to reflect current practices.
- Exercised discretion in executing specific protocols based on data type and project scope, applying company policies and industry experience to create complete, useful records.
- Distributed and complete high level order entry tickets while being able to prioritize requests based on their urgency.
- Planned and developed order entry documentation and instructions to optimize data delivery.
- Managed entire data lifecycle from creation to archiving processes, establishing protocols to speed data entry procedures.
- Interviewed and trained incoming order entry employees, assuring successful transitioning of trainees.
Administrative Support Specialist
CDS Logistics, Emergency Power, and Electric
Middle River, MD
12.2018 - 01.2020
- Oversaw company database and verified accurate updates and proper ASN's management.
- Prescheduling calls for vendor accounts.
- Liaised with team members to assist in employee conflict resolution.
- Manage all PODs for manufactures that are required to be sent via email.
- Responded to client and vendor inquiries via email and telephone, providing updated and accurate information.
- Delivered exceptional customer service through direct communication with clients and team members.
- Answered approximately 140 phone calls daily
Receptionist
CDS Logistics, Emergency Power, and Electric
Middle River, MD
10.2018 - 12.2018
- Managed incoming and outgoing mail, filing and meeting coordination.
- Maintained appointment and event calendars for executives and department heads.
- Generated office correspondence and reports.
- Scheduled appointments and events and coordinated venue space and catering services.
- Assist with Generator billing data entry.
- Scan and classify Documents for the organization at a 99.99% accuracy rate.
- Answered and directed incoming calls using multi-line telephone system.
- Sorted incoming mail and directed to correct personnel each day.
HR Assistant
Clorox Co. Distribution Center
Aberdeen, MD
09.2018 - 10.2018
- Handled sensitive and confidential employee information with complete discretion.
- Developed and maintained training materials and benefits packets for new hires.
- Worked with HR department to devise and update policies as needed for corporate accountability and workplace health.
- Submitted monthly, quarterly and weekly reports to management for mandatory reporting.
- Answered incoming calls while recording accurate messages.
- Consolidated outdated files to inactive storage, following guidelines and legal requirements.
Service Representative
Aspira
Frostburg, MD
06.2018 - 09.2018
- Connected with civilian and uniformed service participants to help them with maintaining their retirement accounts.
- Audited customer account information to identify issues and develop solutions.
- Educated customers on service plans, including upgrades.
- Escalated complex issues and set up appointments for further service.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Consulted with customers regarding needs and addressed concerns.
- Worked with lifecycle funds.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Certification - Medical Assisting
Harford Community College
Bel Air, MDCertification - Medical Insurance Billing
Harford Community College
Bel Air, MDSkills
- Administrative management
- File and data retrieval systems
- Scheduling and calendar management
- Team building and leadership
- Training & Development
- Data security procedures
- Information inputting
- Dictation and transcription
- Account follow-up
- Operations support
Timeline
Service Coordinator
Alliance InfoSystems
01.2023 - Current
Order Entry Manager
CDS Logistics, Emergency Power, and Electric
03.2021 - 01.2023
Order Entry Specialist
CDS Logistics, Emergency Power, and Electric
01.2020 - 03.2021
Administrative Support Specialist
CDS Logistics, Emergency Power, and Electric
12.2018 - 01.2020
Receptionist
CDS Logistics, Emergency Power, and Electric
10.2018 - 12.2018
HR Assistant
Clorox Co. Distribution Center
09.2018 - 10.2018
Service Representative
Aspira
06.2018 - 09.2018
Certification - Medical Assisting
Harford Community College
Certification - Medical Insurance Billing
Harford Community College