Emily Cogan
Bethel
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.
Overview
10
10
years of professional experience
Work History
Office Manager
Miracle Ear
11.2023 - 02.2025
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- 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.
- Confirmed appointments, communicated with clients, and updated client records.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Helped patients complete necessary medical forms and documentation.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Customer Service Representative
RDI Marketing
11.2021 - 08.2023
- Supervised large teams with guidance, support and direction for high-quality customer care
- Implemented company policies and procedures for professional, cohesive customer care
- Created reporting systems to track customer service performance and improve insight
- Monitored customer service calls to verify representatives' adherence to service standards and best practices
- Assessed customer service data to identify and address improvement opportunities
- Resolved escalated customer service inquiries and complaints to maintain satisfaction
- Built positive rapport and relationships for high levels of customer satisfaction
- Coached and mentored service representatives to deliver polite, professional customer interactions
- Sought ways to improve processes and services provided
- Investigated and resolved customer inquiries and complaints quickly
- Managed over 30 customer calls per day
Administrative Shipping Clerk
CLI; Bosch Automotive
08.2019 - 10.2021
- Responsible for keeping picking/deliveries on schedule with set times schedules; data entry in SAP Program; Inspecting parts to determine damages or restock availability; assist floor Supervisors in picking/delivering parts to customer (Bosch); resolve issues regarding inventory
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area
- Conducted counts and audits of inventories to identify and resolve discrepancies in records
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers
- Sorted and delivered materials to different work areas and staff
- Managed 200+ orders per hour
Dispatcher
Groneck Total Transportation
10.2017 - 06.2019
- Responsible for keeping track of assets used by drivers; Maintaining organized workflow with extreme multitasking skills; Recognizing anomalies on paperwork and reporting to upper management; Reporting maintenance issues to Fleet Manager; ensuring proper DOT rules and regulations are followed; Data entry; Maintain logs of driver's status and/or activities
- Directed dispatching, routing, and tracking of 10-15 fleet vehicles
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials
- Tracked delivery progress to identify possible delays and provide real-time updates to customers
Customer Service Representative/Dispatcher
Key SkillsCastellini
04.2015 - 09.2017
- Responsible for keeping customers informed on delivery times/late departures; Data entry for daily shuttles; Assist dispatcher in monitoring route and status of drivers for ETAs; Key in returns from customers; Informing upper management of issues regarding customers and/or drivers; Ensuring proper DOT rules and regulations are followed; Monitoring driver status using PeopleNet
- Directed dispatching, routing, and tracking of 30 fleet vehicles
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials
- Facilitated communications between customers and field personnel to answer questions or resolve concerns
- Scheduled deliveries and pickups according to customer needs
- Monitored flow of paperwork and directed information to appropriate departments
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands
Education
Associate of Arts - Human Resources Management
Indiana Wesleyan University
Marion, IN02.2025
Diploma - General Studies
Lakota West High School
West Chester, OH06.2009
Skills
- Windows Operating Systems
- Call Center Experience
- Conflict Resolution
- Customer Service Experience
- Professional Telephone Demeanor
- Creative Problem Solving
- Oral and writing communication
- Office correspondence
- Policy and procedure modification
- MS word, excel, and outlook
Timeline
Office Manager
Miracle Ear
11.2023 - 02.2025
Customer Service Representative
RDI Marketing
11.2021 - 08.2023
Administrative Shipping Clerk
CLI; Bosch Automotive
08.2019 - 10.2021
Dispatcher
Groneck Total Transportation
10.2017 - 06.2019
Customer Service Representative/Dispatcher
Key SkillsCastellini
04.2015 - 09.2017
Diploma - General Studies
Lakota West High School
Associate of Arts - Human Resources Management
Indiana Wesleyan University
Similar Profiles
James BronsonJames Bronson
Hearing Instrument Specialist at Miracle EarHearing Instrument Specialist at Miracle Ear
Hanna R. LeeHanna R. Lee
Hearing Instrument Specialist at Miracle EarHearing Instrument Specialist at Miracle Ear
Jesse SawyerJesse Sawyer
Hearing Instrument Specialist at Miracle EarHearing Instrument Specialist at Miracle Ear