Michelle Baker
Chantilly,VA
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings over 10 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Global Insights Consulting
Chantilly, VA
12.2021 - Current
- Temp agency (2-3 month contract)
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Effective liaison between customers and internal departments.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Branch Administrator
Clippers LLC
Herndon, VA
05.2021 - 11.2021
- Development Staff training
- employee onboarding Multitasking
- Created success-oriented team environment focused on professional development and empowering leadership
- Supervised work of office, administrative, and customer service employees to verify adherence to quality standards, deadlines, and proper procedures
- Empowered employees to independently resolve problems and disputes
- Contributed ideas for improving work processes
- Mediated personnel disputes as link between management and employees
- Oversaw evaluation, classification, and rating of occupations and job positions
- Updated office files daily and kept records organized
- Handled vendor invoices, verifying coding, reconciling purchase orders, and documenting approvals in [Software]
- Managed incoming and outgoing mail, packages, and faxes
- Created and updated Excel sheets with relevant data for payroll operations
- Maintained payroll accuracy and employee satisfaction by resolving queries
- Liaised with HR on payroll changes and input updates into system.
Branch Administrator
Heritage Landscape Services
Bristow, VA
11.2019 - 01.2021
- Essential functions branch administrator are : Maintaining new hires , preparing blank hiring packets, sending onboarding invites to all employees
- Running E-verify on each new hire to check if authorized to work
- Entering all new hires / rehire's into our paycor , foundation, and aspire systems
- Keep all emergency contacts in systems
- Keep update H2B employees in systems Payroll daily tasks:
- Collect all daily timesheets/ ECF's total hours with job numbers and cost codes for each job to track job production
- Reconcile final entry between foundations and excel prior to turning in work hours to payroll department
- Issuing Purchase orders for area managers, branch managers for specific job expenses
- Requesting Certificate of Insurance for any client or vendor.
Office Manager
Puro Clean
Warrenton, VA
10.2017 - 11.2019
- Provide all aspects of Customer, Administrative, Sales & Production support
- Help document and implement world class business processes through improved electronic and as needed, paper-based filing systems
- Be a leader and go to person in the use of numerous software systems that we use, including but not limited to; Prometric, Xactanalysis, Xactimate, Dropbox and other tools
- Help team grow sales, produce completed jobs and invoice and collect money
- Support teams in the field so they can primarily stay in the field and handle more jobs in a more efficient manner
- Track job status
- Double check folders for all required paperwork and pictures
- Create job folders in bulk and for specific jobs
- Entering jobs into Prometric, Restoration manager, Xact after acceptance
- Entering photos, documents, notes, etc
- Into Xactanalysis
- Create and maintain disposal and inventory lists
- File jobs into Dropbox and filing cabinets after billing
- Help support the billing process by having draft invoices completed within 24 hours of job start and final invoices within 24 hours of job completion
- Collections – taking necessary measures to ensure payment on open files (i.e
- Follow up phone calls, emails, collection letters, etc.)
- Engage with insurance companies, customers and other payees to sort out assignment errors, coverage verification, payment issuance
- Work with Operations Manager to ensure smooth coordination between business process and accounting and book-keeping processes
- Assist with and adapting to appropriate changes to priorities, plans and their execution
- Assist with responding to all inbound calls
- Return calls and collecting needed information to execute jobs in field properly
- Take messages and delegate calls as necessary
Administrative Assistant
Premier Turf and Landscaping Inc
06.2016 - 10.2017
- Help with new employee paperwork with Spanish speaking employees
- Managed the receptionist area,
- Including greeting visitors and responding to telephone and in-person requests for information
- Inputting
- Company invoices for clients and vendors
- Filing all company records, organizing any document into files for clients or employees
- Made copies, sent faxes and handled all incoming and outgoing correspondence
- Coordinated daily and weekly schedules and monthly calendar obligations for [Number] [Job titles]
- Created and maintained spreadsheets and developed administrative and logistical reports
- Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction
- Tracked and submitted employee time sheets to accounting department for payroll processing
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management
- Supported human resources, controlling resume flow within applicant tracking system
- E-verify, W9 processing, and any supporting steps in the hiring process with employees
- Worked with HR management to devise and update policies based on changing industry and social trends
- Reviewed all candidate documentation, including identification, references and background checks in alignment with hiring protocol.
Private Contractor
American Public University
04.2014 - 06.2016
- Scheduling and coordinating children's daily activities Undertaking appropriate creativeactivities with the children Undertake practical tasks as required Core Skills acquired
Education
No Degree - Psychobiology
American Public University System
Online CoursesHigh School Diploma -
Obsourn Park High School
Manassas, VA06.2003
Skills
- Creative Problem Solving
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Building Customer Trust and Loyalty
- Multitasking and Prioritization
- Decision Making
- Microsoft Office
- Intuit QuickBooks
- Handling Customer Complaints
- Complex Problem Solving
- Recruitment and Hiring
- Team Building
- Honesty and Integrity
- Adaptable and Resilient
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Global Insights Consulting
12.2021 - Current
Branch Administrator
Clippers LLC
05.2021 - 11.2021
Branch Administrator
Heritage Landscape Services
11.2019 - 01.2021
Office Manager
Puro Clean
10.2017 - 11.2019
Administrative Assistant
Premier Turf and Landscaping Inc
06.2016 - 10.2017
Private Contractor
American Public University
04.2014 - 06.2016
No Degree - Psychobiology
American Public University System
High School Diploma -
Obsourn Park High School
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