Summary
Overview
Work History
Education
Skills
Timeline
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Diane (De) Mallard

Arlington,MA

Summary

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. 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.

Overview

2
2
years of professional experience

Work History

Reception Manager

Arlington Animal Clinic 2011-20 16
  • Organized and updated databases, records and other information resources.
  • Created reports, presentations and other materials for executive staff.
  • Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Coordinated office events, seminars and meetings for staff and clients.
  • Cultivated strong relationships with vendors and partners supporting administrative operations.
  • Attended weekly manager meetings.
  • Oversaw weekly check ins with staff.
  • Dealt with client issues, payments.


Client Service Manager

Arlington Animal Clinic 2016-2023
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Created customer support strategies to increase customer retention.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Followed through with client requests to resolve problems.
  • Kept accurate records to document customer service actions and discussions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Office Manager

Arlington Animal Clinic 2011-2023
06.2021 - 10.2023
  • Maintained computer and physical filing systems.
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Evaluated employee records and productivity and submitted evaluation reports.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

Mount Ida College
Newton Center, MA

Mass Bay Community College

Skills

  • Human Resources Department Processes
  • Managing Reception
  • Correspondence and Office Documents
  • Administrative Support
  • Office Organization
  • Meeting Support

Timeline

Office Manager

Arlington Animal Clinic 2011-2023
06.2021 - 10.2023

Reception Manager

Arlington Animal Clinic 2011-20 16

Client Service Manager

Arlington Animal Clinic 2016-2023

Mount Ida College

Mass Bay Community College

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Diane (De) Mallard