Haylee Johnson
Land O Lakes,FL
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
5
5
years of professional experience
Work History
Office Manager
Smile Design Dentistry
08.2023 - Current
- 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.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
Office Manager
Ideal Dental
01.2022 - 08.2023
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Member Service Representative
Liberty Dental Plan
04.2019 - 08.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
Senior Customer Care Analyst
Liberty Dental Plan
08.2021 - 01.2022
- Implemented feedback from quality assurance evaluations to enhance customer interactions and service delivery.
- Continuously monitored personal performance against set goals and targets, proactively seeking ways to improve skills or knowledge as a Customer Care Analyst.
- Participated in regular meetings with management to discuss process improvements that would benefit both customers and team members alike.
- Streamlined communication processes for improved customer experience, ensuring clear and concise interactions.
- Maintained detailed records of customer contacts, concerns, and resolutions, facilitating better follow-up support when needed.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Assisted in the development of training materials for new Customer Care Analysts, improving onboarding efficiency and effectiveness.
- Exceeded customer expectations by going above and beyond in providing personalized support, leading to increased loyalty and repeat business for the company.
Education
Associate of Arts -
Hillsborough Community College
Tampa, FLBachelor of Arts - Business Administration And Management
Southern New Hampshire University
04.2025
Skills
- Customer Service
- Office Management
- Organizational Skills
- Office Administration
- Excellent multi-tasking ability
- Customer Relations
- Relationship Building
- Staff Management
- Employee Training
- Documentation and control
- Policy Implementation
- Negotiation and Conflict Resolution
Timeline
Office Manager
Smile Design Dentistry
08.2023 - Current
Office Manager
Ideal Dental
01.2022 - 08.2023
Senior Customer Care Analyst
Liberty Dental Plan
08.2021 - 01.2022
Member Service Representative
Liberty Dental Plan
04.2019 - 08.2022
Associate of Arts -
Hillsborough Community College
Bachelor of Arts - Business Administration And Management
Southern New Hampshire University
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