Ilyssa Pahia
Roseville,CA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
Work History
Residential Fire Sprinkler Administrator
Foothill Fire Protection
09.2023 - Current
- Collected, arranged, and input information into database system.
- Provided comprehensive project accounting assistance to facilitate the acquisition of lien releases and manage invoice processing efficiently, which helped the Accounting team process with minimal errors.
- Conducted weekly payroll processing for the department, ensuring accuracy and timeliness for easy Payroll submissions
- Managed the scheduling of weekly and monthly tasks for field technicians, optimizing productivity and workflow.
- Created month sales projections and forecasts for the department that kept the department aware of their budget goals
- Developed and implemented new Standard Operating Procedures (SOPs) to streamline daily and weekly office operations resulting in a 40% reduction in project timelines.
- Offered administrative support and maintained project documents for field area manager, and the forward planning department.
- Proficiently crafted and revised diverse documents such as proposals, correspondence, presentations, and more, maintaining professional standards and improving organizational communication
Customer Care Manager
Continuum Distribution/Cresco Labs
04.2021 - 06.2023
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Established positive relationships with clients, leading to increased customer loyalty and retention.
- Partnered with Director of Purchasing on daily sales reports, enhancing product availability insights.
- Collaborated with other department Senior Leads to streamline new and improve processes to hit more KPIs in each department.
- Successfully implemented new communication channels between departments which helped improve the relationships between all.
- Facilitated the planning and coordination of team meetings and training across various departments that helped teams gain new skills that were related to their roles.
Customer Care Representative
Continuum Distribution/Cresco Labs
01.2020 - 04.2021
- Streamlined call response times for improved customer experience through effective communication techniques.
- Contributed to team success, consistently achieving call center performance metrics.
- Navigated multiple computer systems and applications to find information.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Delivered technical and financial support to Sales and Operations that gained trust and accountability to the teams.
- Processed and prepared over 100 daily inbound orders for next day delivery with 98% success rate
Scheduling Coordinator
SonRay Door and Trim
08.2019 - 12.2019
- Worked with manager and supervisor to plan and coordinate production schedules.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Enhanced scheduling efficiency by implementing automated systems and optimizing coordination processes.
Cocktailer/Bartender Shift Manager
McCormick & Schmick's Seafood and Steaks
04.2018 - 06.2019
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Trained 4 new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Maintained relationships with restaurant vendors to facilitate effective inventory management and implement cost controls.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Established rapport with regular patrons through attentive service, fostering loyalty to the establishment.
Server, Bartender, and Key Shift Manager
Applebee's
12.2015 - 11.2018
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided excellent customer service by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained crew members on different duties to increase coverage.
Skills
- Customer Service
- Attention to Detail
- Recordkeeping and File Management
- Office Administration
- Team Building and Leadership
- Team Collaboration
- Document Management
- Relationship Development
- Continuous Improvement
- Project Management
- Cross-Functional Collaboration
- Business Development
Timeline
Residential Fire Sprinkler Administrator
Foothill Fire Protection
09.2023 - Current
Customer Care Manager
Continuum Distribution/Cresco Labs
04.2021 - 06.2023
Customer Care Representative
Continuum Distribution/Cresco Labs
01.2020 - 04.2021
Scheduling Coordinator
SonRay Door and Trim
08.2019 - 12.2019
Cocktailer/Bartender Shift Manager
McCormick & Schmick's Seafood and Steaks
04.2018 - 06.2019
Server, Bartender, and Key Shift Manager
Applebee's
12.2015 - 11.2018
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