Erica Atkinson
Orchard beach,Md
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
3
3
years of professional experience
Work History
Office Manager
SCI
Brooklyn park md
02 2023 - 08 2024
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Updated reports, managed accounts, and generated reports for company database.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coordinated special projects and managed schedules.
- Reported to senior management on organizational performance and progress toward goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Service Lead
Pilot Freight Services
Hanover, Md
07 2020 - 02 2023
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Collaborated with cross-functional teams to ensure seamless customer experiences across all channels.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Leveraged advanced interpersonal skills to defuse difficult situations calmly while preserving long-term client relationships.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
Operations Manager
Total Truck Transport
Glen Burnie, MD
01.2017 - 04.2020
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Developed and maintained relationships with external vendors and suppliers.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Reported issues to higher management with great detail.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Interacted well with customers to build connections and nurture relationships.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Education
Diploma - All
Chesapeake High School
Pasadena, MD06.1992
Skills
- Data Entry
- Policy Development
- Team Supervision
- Operations Management
- Billing
- Customer Service
- Contract Administration
- Office Management
- Administrative Support
- Employee Supervision
- Scheduling and calendar management
- Business Administration
- Project Management
- Office Administration
Timeline
Operations Manager
Total Truck Transport
01.2017 - 04.2020
Office Manager
SCI
02 2023 - 08 2024
Customer Service Lead
Pilot Freight Services
07 2020 - 02 2023
Diploma - All
Chesapeake High School