Jackie Mathews
Portsmouth,VA
Summary
Dedicated and results-driven customer service and operations manager with a proven track record of optimizing organizational efficiency and driving successful operations. A personable and strategic leader with exceptional communication skills and a strong ability to collaborate across cross-functional teams. Proficient in process improvement, budget management and team development. Adept at overseeing multiple projects and priorities while maintaining a high standard of quality and compliance.
Overview
14
14
years of professional experience
Work History
Receptionist
Jefferson Animal Emergency Hospital
08.2023 - 01.2024
- Maintained consistently high client satisfaction rate by providing empathetic and efficient customer service
- Successfully and efficiently triaged urgent and emergent cases
- Demonstrated exceptional crisis management skills during high-pressure situations, ensuring calm and organized environment
- Developed and implemented clear and effective communication protocols, resulting in 15% decrease in communication errors and 10% improvement in workflow
Office Manager
Kestrel LLC
12.2022 - 07.2023
- Developed and implemented operational procedures and automation tools that resulted in efficiency increasing by 30% and costs decreasing by 40%
- Managed and mentored team of 4 property managers for 350 residential properties in 3 states which lead to increased individual performance and 20% decrease in errors
- Developed detailed tracking expenses tracking system and consistently kept expenses within budget
- Identified accounting errors when managing financial recordkeeping and increased monthly reconciliation accuracy to 100%
Operations Manager
Lazy Dog Crazy Dog Seattle
03.2017 - 11.2022
- Developed and implemented standardized operational procedures which increased efficiency by 20% and productivity by 30%
- Hired, trained, onboarded and mentored team of 15 staff members which resulted in reduction of errors and enhanced customer satisfaction
- Resolved conflicts between team members, leading to improved office morale and employee retention
- Managed relocation of facility seamlessly without any disruptions to operations
- Spearheaded opening of second location and grew client base from 0 to 1200 in less than 2 years
- Managed all aspects of financial record keeping, achieving 100% accuracy in monthly reconciliations
Veterinary Assistant (volunteer)
St. Lukes Veterinary Clinic
01.2016 - 06.2016
- Provided exceptional customer support
- Triaged incoming patients to determine urgency of care
- Coordinated patient scheduling, check-in, check-out and processing payments
- Updated and maintained patient and client records
- Administered food to pets and cleaned kennels
Manager
Quest Henderson Apartment Hotel
05.2014 - 05.2016
- Collaborated with travel agents and companies to successfully plan and manage housing logistics for sports teams and corporate guests, ensuring seamless stays
- Built strong relationships with key clients, led to 35% increase in repeat business
- Resolved guest issues and maintained guest satisfaction rating of 98% as well as reduction in complaint-related escalation
- Contacted dissatisfied guests when business was under previous management, 15% returned and renewed business-to-business accounts
- Analyzed customer feedback data and identified key trends, leading to the implementation of targeted service improvements and a 28% increase in customer satisfaction
- Successfully managed and delivered projects within budget and ahead of schedule while fostering a collaborative environment
- Hired, onboarded and trained new customer service team members while maintaining guest satisfaction rating of 98%
Office and Operations Manager
Lazy Dog Crazy Dog Portland
09.2009 - 02.2014
- Led cross-functional team to revamp workflows, resulting in 30% increase in overall operational efficiency
- Managed launch of new software tools, leading to improved client satisfaction and improved efficiency by 35%
- Resolved escalated client issues and increased customer retention by 20%
- Contributed to the development of the company's annual strategic plan, aligning office operations with company goals and driving growth. Resulted in growing client base by 20-25% every year
- Proactively identified areas for improvement, initiating regular team brainstorming sessions that led to the implementation of innovative solutions
- Managed all aspects of financial record keeping including accounts receivables, accounts payables, budgets and financial reports, achieved 100% accuracy in monthly reconciliations
Education
QuickBooks ProAdvisor - Bookkeeping
Intuit
Remote02.2023
Postgraduate Diploma - Education
University of Hong Kong
Hong Kong SAR2008
Bachelor of Science - Biochemistry, Pharmacology
University of Sydney
Sydney, Australia2003
Skills
- Operations management
- Customer service and relations
- Attention to detail
- Extraordinary organizational skills
- Project management
- Analytical skills
- Problem solving skills
- Excellent communication skills
Timeline
Receptionist
Jefferson Animal Emergency Hospital
08.2023 - 01.2024
Office Manager
Kestrel LLC
12.2022 - 07.2023
Operations Manager
Lazy Dog Crazy Dog Seattle
03.2017 - 11.2022
Veterinary Assistant (volunteer)
St. Lukes Veterinary Clinic
01.2016 - 06.2016
Manager
Quest Henderson Apartment Hotel
05.2014 - 05.2016
Office and Operations Manager
Lazy Dog Crazy Dog Portland
09.2009 - 02.2014
QuickBooks ProAdvisor - Bookkeeping
Intuit
Postgraduate Diploma - Education
University of Hong Kong
Bachelor of Science - Biochemistry, Pharmacology
University of Sydney
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