Danelle Dawson-Pollard
Summary
Organized Office Manager with demonstrated expertise in financial and operational leadership. Multidisciplinary managerial skills in process, procedure and policy improvement initiatives. Accomplished in optimizing productivity and quality of service. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer-focused professional with successful 16-year career in customer service sector. Dynamic successful applying leadership in busy business environment.
Overview
16
16
years of professional experience
Work History
BUSINESS OFFICE MANAGER
AP Dedicated Truck Lines Inc
07.2020 - 12.2022
- Maximized cash flow through optimal billing and collection processes
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
- Utilized company's accounting systems to review reports and prepare assessments
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
- Attended meetings, seminars and workshops to enhance knowledge of bookkeeping functions and other job duties
- Completed bi-weekly payroll for employees/ independent contractors
- Managed financial operations for the business, ensuring accurate budgeting and timely invoice processing.
- Coordinated staff schedules, adjusting workloads to maximize productivity and meet deadlines.
- Developed and maintained strong relationships with vendors, negotiating contracts for cost savings and improved service quality.
FULFILLMENT PROCESSING SPECIALIST
Progressive Insurance
05.2017 - 01.2020
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately.
- Followed all company policies and procedures to deliver quality work.
- Issue Homeowners polices daily
Customer Service Consultant
Progressive Insurance
04.2016 - 05.2017
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Increased client retention through exceptional service and timely solutions to issues.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Streamlined processes for quicker problem resolution, resulting in increased customer satisfaction rates.
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
- Assist with auto calls; changes, payments and etc
SUPERVISOR TELLER
PNC Bank
08.2015 - 04.2016
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
HEAD TELLER
First Merit Bank
02.2013 - 08.2015
- Enhanced customer satisfaction by providing efficient and accurate transaction services.
- Streamlined teller operations for improved productivity, implementing organized cash drawer management procedures.
- Reduced errors in transactions with vigilant attention to detail and adherence to banking regulations.
- Mentored junior tellers, fostering professional development and growth within the team.
- Ensured a secure working environment by adhering to strict security protocols and conducting regular audits.
- Strengthened client relationships through exceptional service and proactive identification of financial needs.
- Collaborated with branch management to develop strategies for reaching sales targets and improving overall performance.
CASH OFFICE ASSOCIATE
Marc's
03.2007 - 08.2014
- Enhanced cash handling accuracy by conducting daily cash office audits and reconciliations.
- Streamlined cash management processes for increased efficiency and reduced discrepancies.
- Maintained accurate financial records with diligent data entry and documentation of transactions.
- Collaborated with team members to ensure timely completion of cashiering tasks, improving overall customer satisfaction.
- Prepared bank deposits, ensuring proper accounting practices were followed for secure fund transfers.
- Assisted in training new employees on cash office procedures, contributing to a more efficient work environment.
- Monitored and maintained adequate levels of currency and coins, reducing downtime due to insufficient funds.
Education
Associate of Science - Accounting
Cuyahoga Community College
Highland Hills, OH12.2024
High School Diploma -
Shaw High School
East Cleveland, OH06.2010
Skills
- Excellent organizational and communication skills
- Proven ability to prioritize and handle multiple tasks in any challenging environment
- Great customer service experience
- Computer Skills
- Microsoft Office Suite: PowerPoint, Word, Excel, Outlook, Access
- Internet, Windows 10, Right fax, scan
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Administrative and Office Support
Timeline
BUSINESS OFFICE MANAGER
AP Dedicated Truck Lines Inc
07.2020 - 12.2022
FULFILLMENT PROCESSING SPECIALIST
Progressive Insurance
05.2017 - 01.2020
Customer Service Consultant
Progressive Insurance
04.2016 - 05.2017
SUPERVISOR TELLER
PNC Bank
08.2015 - 04.2016
HEAD TELLER
First Merit Bank
02.2013 - 08.2015
CASH OFFICE ASSOCIATE
Marc's
03.2007 - 08.2014
Associate of Science - Accounting
Cuyahoga Community College
High School Diploma -
Shaw High School
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