Ginger M. Fleming

Dynamic professional skilled in managing office operations, enhancing customer service, and driving sales growth. Proven ability to lead teams toward exceeding performance goals while executing comprehensive marketing and logistical strategies. Strong communicator with exceptional organizational skills, adept at prioritizing tasks in fast-paced environments.

• Administrative Assistant, Community Baptist Church, Surprise, AZ, 01/01/22, 12/31/24, Managed daily office operations and acted as primary contact for members and visitors., Office Management; answered phones, greeted visitors, handled clerical, financial and logistical tasks and ordered office supplies., Communication; prepared weekly and daily emails, created worship bulletin and monthly newsletters, managed church calendar, and updated church social media and church website., Organization; ability to prioritize tasks, manage time well and work without supervision.
• Multi Unit Office Manager, H&R Block, Sioux Falls, SD, 12/01/16, 04/30/17, Managed office staffing, operations, marketing and logistics for two tax offices generating $775,000 in sales (Jan – April 2018)., Executed office-level growth plans within H&R Block guidelines., Lead tax office associates to exceed revenue and service quality goals., Responsible for scheduling of tax professionals in response to service activity in the office., Responsible for handling customer service issues that occurred in offices.
• Call Center Manager, Capital One, Sioux Falls, SD, 01/01/12, 10/31/15, Lead team of 20-25 front line customer service associates representing the face of Capital One., Responsible for creating a positive environment and maintaining a high level of morale, while guiding associates through constant change., Worked 10 hour shifts 4 days per week, including weekends., Accountable for achieving business goals within incoming call center unit., Provided continuous feedback and coaching to improve and maintain a high-quality customer service experience., Delivered monthly performance reviews for direct reports, which included 5 call monitors per month, plus 3 associate meetings per month., Managed business level metrics (NPS, ACE, Hold, Schedule Compliance) to highest efficiency standards., Executed flawless management of assigned projects, which included site newsletter and associate engagement activities reaching 900 employees., Ensured timely administrative responsibilities of time cards, attendance spreadsheets, team meetings, plus monitoring Disability and Family Leave., Utilized call center technology including CMS, Empower, CIM, NICE and Time One.
• VP/Office Manager, Fleming’s Landscaping, Naperville, IL, 01/01/98, 12/31/11, Instrumental in developing a successful startup business providing land development and landscaping services to commercial and new residential housing developments northwest of Chicago., Implemented QuickBooks accounting system to manage AR, AP, and Payroll., Negotiated vendor contracts, maintained vendor relationships, and coordinated material delivery to project sites., Secured financing and maintained banking relationships., Administered medical and worker’s compensation and claims processing., Managed union contracts and monthly reporting requirements., Developed company website and on-going updates to website content., Business grew to $3.2 million annually.
• VP Sales & Marketing, Asset Systems Inc., Naperville, IL, 01/01/87, 12/31/05, Co-owner in startup software development company specializing in fixed asset management integrated with bar code technology., Responsible for developing company’s marketing strategy, including website content and maintenance., Conducted direct sales to Fortune 500 companies, hospitals, federal and state governments, plus educational institutions throughout the US., Responsible for hiring, training and developing additional sales staff., Organized and implemented national trade shows, which included public speaking events., Developed dealer network, which included dealer staff sales training and support., Grew company to $2 million in annual sales before selling business interest.