Michelle Figgins
Edgewater,MD
Summary
- Motivated and hardworking Customer Service Representative with 20+ years of experience and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
- Meets deadlines and works with a high level of awareness and adaptability.
- Quality-focused, committed to approaching tasks with tenacity and attention to detail.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Office Administrator/Marketing/Tech Support
Freestate Auto & Truck Service
07.2021 - Current
- Pleasantly greet customers and asked open-ended questions to better determine needs.
- Maintain high customer satisfaction standards to meet or exceed targets.
- Provide ongoing guest service.
- Run courtesy customer shuttle and provide pick up and drop off service for fleet company vehicles.
- On-road fleet sales and marketing.
- Effectively liaison between customers and internal departments.
- Maintain up-to-date knowledge of product and service changes.
- Designed, maintain and update company website with coordination from marketing company. (www.freestateauto.com)
- Create and maintain a detailed CRM database to develop promotional sales.
- Upgraded, installed, and maintain the company phone system from 4 analog phone lines to VOIP phone system with voice recording and transcription.
- Install, maintain, and collaborate with developers to implement new digital systems and platforms.
- Effectively repair and maintain all company computers tablets, and electronic devices.
- Implement campaigns and contribute to increasing sales growth and profits by a minimum of 10% per year, through marketing techniques and customer satisfaction loyalty and initiatives.
- Collaborate with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Coordinate with social media, public relations, and other teams to execute product introductions.
- Plan marketing initiatives and leverage referral networks to promote business development.
- Work closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
- Create and develop company brochures, business correspondence, letterhead, and marketing materials.
- Some accounts receivable and accounts payable.
- Apply for and obtain business licenses and other required certifications.
- Other duties as necessary or assigned.
Administrative Assistant II
Anne Arundel County Office Of Personnel
02.2020 - 07.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
- Executed record filing system to improve document organization and management.
- Managed multiple tasks and met time-sensitive deadlines.
- Resolved customer problems and complaints.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Liaised with vendors, contractors and professional services personnel to properly process orders.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
Customer Service Representative
Victor Stanley, Inc.
02.2018 - 09.2019
- Respond to customer requests for products, services and information with resourcefulness, skill and advanced use of internal knowledge bases.
- Answer customers' questions about products, prices, availability, and product uses.
- Work with new and existing customers to discuss their needs, and explain how these needs could be met by specific products.
- Respond to customer requests for products, services and information with resourcefulness, skill and advanced use of internal knowledge bases.
- Build long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Coordinate and tracked materials movements to and from customers by liaising with freight department and shipping companies.
- Educate customers about billing, payment processing and support policies and procedures.
- Ensure clients received outstanding service to not only maintain but to extend the relationship for future business opportunities.
- Quote unit prices, prepare formal quotes, review and prepare other bid specifications.
- Inform customers of estimated delivery schedules, warranties, or other information pertaining to purchased products.
- Collaborate with colleagues to exchange information such as business development strategies and marketing information.
- Follow up on orders and quotes.
- Handle diverse range of customer service, operational and administrative requirements daily.
- Other duties as assigned.
Office Manager
King & King Enterprises, Inc.
07.2001 - 03.2016
- Answer and manage incoming and outgoing calls while recording accurate messages.
- Established work priorities and coordinate them to meet deadlines and ensure an efficient workflow throughout the office.
- Review and draft replies to correspondence.
- Design forms and office procedures to facilitate the accomplishment of work activities.
- Develop office policies and procedures and evaluate as necessary in order to implement improvements for greater efficiency.
- Direct guests, deliveries, and courier services to the appropriate locations.
- Organize all new hire, security, and temporary paperwork.
- Prepare and update organizational resume in relation to specific job types and contract amounts.
- Coordinate domestic and international travel arrangements, including booking airfare, hotel and transportation.
- Manage office supplies, vendors, organization, and upkeep.
- Maintain a clean reception area, including lounge and associated areas.
- Draft weekly time sheets for executives and employees.
- Compile company information and related material as requested by General Contractors and distribute to the appropriate location.
- Acquire, review, and print construction drawings on a Large Format Printer.
- Manage executive calendar.
- Acquire insurance certificates and distribute to the appropriate department or organization.
- Prepare, process and track workers compensation claims, property and accident claims, windshield claims. Acted as a liaison between insurance companies and company personnel.
- Acquire, record, and update all Miss Utility Tickets.
- Create, organize, and maintain safety manuals and conduct weekly safety meetings.
- Apply for DMV Heavy Haul permits.
Coordinate and ensure employee's acquisition of state and local licenses and certifications- Ie. D.C. Operator's License, Maryland Responsible Land Disturber License-Sediment and Erosion Control Green Card, Virginia Responsible Land Disturber License. - Acquire, organize, and maintain employee applications, personnel information, and drivers files.
- All tasks and responsibilities associated with managing an excavating and utility companies business office.
Education
Bachelor of Science - Management Studies
University of Maryland University College
Adelphi, MD2016
Associate of Arts - General Studies
Anne Arundel Community College
Arnold, MD2004
Skills
- Positive attitude
- Highly Reliable
- Attention to detail
- Customer service experience
- Order fulfillment
- Critical thinker
- POS systems expert
- Interpersonal skills
- Hospitality service expertise
- Clear and effective communication
Certification
Formerly a Notary Public- expired-No current need for it.
Formerly First Aid/Cpr Certified.
Formerly Tips Certified.
References available upon request
Timeline
Office Administrator/Marketing/Tech Support
Freestate Auto & Truck Service
07.2021 - Current
Administrative Assistant II
Anne Arundel County Office Of Personnel
02.2020 - 07.2021
Customer Service Representative
Victor Stanley, Inc.
02.2018 - 09.2019
Office Manager
King & King Enterprises, Inc.
07.2001 - 03.2016
Bachelor of Science - Management Studies
University of Maryland University College
Associate of Arts - General Studies
Anne Arundel Community College
Formerly a Notary Public- expired-No current need for it.
Formerly First Aid/Cpr Certified.
Formerly Tips Certified.
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