Destiny Norris
Office Manager
Pensacola,FL
Summary
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. 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. 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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Office Manager
Mack’s Construction LLC
05.2020 - Current
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Maintained computer and physical filing systems.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Customer Service Representative
Eye Dye
11.2015 - 03.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted available products and services to customers during service, account management, and order calls.
Education
Master Of Arts - Strategic Communication And Leadership
The University of West Florida
Pensacola, FL05.2023
Bachelor Of Science - Business Administration And Management
The University of West Florida
Pensacola, FL05.2022
Pine Forest High School
Pensacola, FL05.2017
Skills
- Workforce Management
- Customer Service
- Employee Supervision
- Data Entry
- Office Management
- Administrative Support
- Customer Relations
- Scheduling
- Staff Training
- Proposal Writing
- Financial Tracking
- Scheduling and Calendar Management
- Performance Improvement
- Data Retrieval Systems
- Contract Negotiations
- Database Administration
- Relationship Building
- Presentation Design
- Organizational Skills
- Technical Support
- Business Administration
- Clear Oral/Written Communication
- Office Administration
- Documentation and Control
- Policy and Procedure Modification
- Budget Administration
- Payroll and Budgeting
- Strategic Planning
- Financial Reporting
- Process Improvement
- Budgetary Planning
- Financial Accounting
- Excellent Multi-Tasking Ability
- Conflict Resolution
- Meeting Planning
- Employee Training
- Problem Solving
- Time Management
- Inventory Management
- Effective Communication
- Facility Management
- Business Development
- Cost Control
- Technical Proficiency
- Workflow Planning
- Workflow Optimization
- Regulatory Compliance
- Policy Development
- Expense Reporting
- Contract Administration
- Inventory Control
Accomplishments
- Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs.
Certification
- Microsoft Office Certification
- Project Management Certification
- Corporate Communication Certification
- Google Certification (Analytics)
Timeline
Office Manager
Mack’s Construction LLC
05.2020 - Current
Customer Service Representative
Eye Dye
11.2015 - 03.2020
Master Of Arts - Strategic Communication And Leadership
The University of West Florida
Bachelor Of Science - Business Administration And Management
The University of West Florida
Pine Forest High School
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