Erika Roberts
Las Vegas,NV
Summary
Visionary individual with more than 6 years working as Operations and Business Manager for a nationwide warranty repair service organization. Highly communicative and experienced in streamlining operations and problem solving. Strengths in strategic planning, efficiency and team building.
Overview
19
19
years of professional experience
Work History
Hub Operations Manager - Washington State
Mobile Professional Services, LLC.
Olympia, United States
08.2021 - Current
- Built loyal account base and long-term business relationships with warranty company accounts.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Trained and guided team members to maintain high productivity and performance metrics.
- Promoted positive customer experience through day-to-day supervision and management of mobile repair technician crews.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
Operations Manager
Finite Model, LLC
Las Vegas, NV
03.2019 - 07.2021
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Prepared annual budgets with controls to prevent overages.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Built and reviewed master service agreements to simplify and streamline contract negotiation process.
- Evaluated suppliers to maintain cost controls and improve operations.
Operations Manager
A. Gibson Furniture Repair
Seattle, WA
06.2016 - 03.2019
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Identified procedure or process changes required to improve performance and productivity.
- Developed systems to track and log work issues.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Office Assistant Lead Worker
Pape Machinery
Salem, OR
01.2017 - 07.2018
- Booked airfare, hotel and ground transportation to coordinate office travel.
- Verified accuracy of business records by consistently updating customer information.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Assisted accountant with month-end sales data and rebate reconciliations.
- Created step-by-step user manual for the company's custom- created, internal software program.
- Updated, proofread, and edited company handbook to outline policies and provide insights to company mission and values.
- Investigated daily variances and corrected errors to resolve discrepancies.
Office Manager
Mutual Publishing, LLC
Honolulu, HI
03.2008 - 03.2012
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Coordinated special projects and managed schedules.
- Managed office operations while scheduling appointments for department managers.
- Developed standard operating procedures for all administrative employees.
- Maintained computer and physical filing systems.
- Prepared meeting rooms and materials and recorded important information.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Customer Service Representative
H & R Block Tax Services
Honolulu, HI
01.2008 - 04.2009
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Recommended products to customers, thoroughly explaining details.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled seasonal tax customers in fast-paced retail and administrative setting in coordination with solid team of six customer service associates.
Junior Bookkeeper and Payroll Clerk
Kirio & Araki, CPA
Honolulu, HI
01.2000 - 06.2002
- Maintained payroll information by calculating, collecting and entering data.
- Processed wage garnishments and child support.
- Managed payroll data entry and processing for over 100 employees from 20 accounts to comply with all federal and state tax laws.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Worked with senior accounting staff to prepare financial documents and reports such as bills and invoices, year-end analysis, budgets, financial records and financial statements.
- Sorted financial documents, coded accounting entries for data processing and posted daily receipts and payments.
- Reported financial data and updated financial records in ledgers and journals.
- Reconciled and corrected issues with financial records.
- Identified accounting errors when cross-referencing documents and database information.
- Organized and carried out proactive month-end, quarterly and year-end processes.
Bookkeeper and Licensed Tax Preparer
Morrison Accounting Services
Keizer, OR
01.1996 - 07.1999
- Delivered comprehensive tax documentation required for accurate individual and corporate returns.
- Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
- Prepared tax returns for clients in various industries according to government regulations and requirements.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Contacted IRS or other relevant government organizations on behalf of client to address issues related to tax self-preparation.
- Prepared tax returns, extensions, tax planning calculations and write-ups for organizations and entities.
- Prepared written responses or tax return amendments to resolve state and federal notices.
- Completed and filed returns with tax departments at local, state and federal levels.
- Posted daily receipts and payments in accordance with corporate protocols.
- Verified postings to ledgers to confirm accurate entry and account balances.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Reconciled and corrected issues with financial records.
- Calculated deductions and processed payroll for employees.
- Eliminated discrepancies in finances by expertly documenting expenses, monitoring income, handling bank deposits and managing statements.
- Organized and carried out proactive month-end, quarterly and year-end processes.
Education
No Degree - Accounting And Business
Chemeketa Community College
Salem, ORSkills
- Maintaining Permits
- Network Hubs
- Filing Systems
- Administrative Management
- Mathematical Calculation and Reasoning
- Operational Efficiency
- Records Organization and Management
- Focus and Follow-Through
- Policy Development and Enforcement
- Financial Statement Review
- Problem Anticipation and Resolution
Timeline
Hub Operations Manager - Washington State
Mobile Professional Services, LLC.
08.2021 - Current
Operations Manager
Finite Model, LLC
03.2019 - 07.2021
Office Assistant Lead Worker
Pape Machinery
01.2017 - 07.2018
Operations Manager
A. Gibson Furniture Repair
06.2016 - 03.2019
Office Manager
Mutual Publishing, LLC
03.2008 - 03.2012
Customer Service Representative
H & R Block Tax Services
01.2008 - 04.2009
Junior Bookkeeper and Payroll Clerk
Kirio & Araki, CPA
01.2000 - 06.2002
Bookkeeper and Licensed Tax Preparer
Morrison Accounting Services
01.1996 - 07.1999
No Degree - Accounting And Business
Chemeketa Community College
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