Jesica Cramer
Headland,AL
Summary
Resourceful Customer Service Manager offering a 15 year history of success in coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sales Executive Assistant
Complete Signs
Dothan, AL
05.2023 - Current
- Assisted in sales operations as an Executive Assistant to the Vice President
- Proficient in coordinating travel arrangements and creating schedules
- Oversaw administrative duties such as processing paperwork and managing Government Bids for a team of 6 salesmen. Additionally, organized their travel logistics and maintained their schedules
- Deliver accurate and timely bid documentation
- Demonstrated proficiency in prioritizing due dates, facilitating on-time deliveries, and efficiently managing purchase order logistics and invoice documentation.
- Responsible for coordinating and overseeing company's participation in trade shows.
- Successfully managed logistics operations including insurance coverage, travel arrangements, purchase orders and invoicing
- Negotiated contracts with vendors and suppliers to secure advantageous pricing terms.
- Utilized CRM software to track leads and manage accounts throughout sales cycle.
- Generated reports to summarize sales performance metrics and present findings to management team.
Customer Service Manager
Aero-One Aviation
Dothan, AL
08.2016 - 05.2023
- Oversaw day-to-day operations and personnel at an office with a staff size of 17
- Managed employee recruitment, training, and orientation processes
- Successfully facilitated the integration of new team members into their work environment by coordinating efforts with IT and facilities
- Renegotiated vendor contracts, implemented office supplies inventory control, and standardized office ordering procedures
- Implement cloud-based data management system
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently
- Update account information in each customer's record to keep data accurate
- Respond to customer inquiries and queries to provide thorough and speedy resolutions
- Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Evaluate interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions
- Establish team priorities, maintained schedules and monitored performance
- Estimate expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs
- Directed training and retraining of employees to boost performance and enhance business results.
Owner/Operator
CRAMERS custodial services
Dothan, AL
10.2009 - 09.2016
- Filed paperwork and organized computer-based information
- Sanitized all kitchen surfaces, wiped down cabinets and swept and mopped floors
- Assisted the homeowner with laundry duties, including folding, ironing and pressing
- Disinfected bathrooms and removed mold from shower stalls and bathtubs
- Executed basic banking and bookkeeping tasks
- Reviewed weekly inventory charts and recorded facility needs
- Maintained appropriate filing of personal and professional documentation.
Manager
DME, Circle PHARMACY
Dothan, AL
09.2006 - 09.2009
- Managed DME office operations efficiently and effectively
- Managed billing for pharmacy equipment and specific medications
- Received multiple certifications in varied aspects of DME to take care of specific patient needs
- Managed all invoicing and insurance claims
- Managed and tracked inventory for the DME department
- Worked with breast cancer survivors and administered to their needs
- Obtained documents, clearances, certificates, and approvals from local, state, and federal agencies
- Verified data integrity and accuracy of patient data while adhering to HIPPA edicts
- Copied, logged, and scanned supporting insurance documentation on behalf of patients
- Drafted budgets monitored warehouse costs and reduced expenses when possible
- Accomplished multiple tasks within established timeframes.
Education
George C Wallace Community College - Dothan, AL
Skills
- Business Leadership
- Strong interpersonal & communication skills
- Policy Development and Enforcement
- MS Office Suite
- Team Development
- Ability to work collaboratively as part of a team
- Problem Solving
- Meticulous attention to detail
- Excellent Organizational skills
- Poised under pressure
- Customer Data Confidentiality
- Scheduling and Coordinating
- Performance Monitoring and Evaluation
- Travel Reservations
- Administration and Reporting
- Customer Account Management
- Data Validation
- Collaboration
- Personal assistant experience
- Bookkeeping
- Sales
- Customer service
- Account management
- HIPAA
- Medical office experience
- Employee orientation
- EMR systems
- Supervising experience
- Customer relationship management
- Negotiation
- Medical terminology
- Interviewing
- Project management
- Business development
- Events management
- Medical coding
- Data management
- Hospitality
- Google Suite
- Human resources
- Recruiting
- Technical support
- Talent acquisition
- Accounting
- Clerical experience
- Google Docs
- Telecommunication
- Order entry
- Operations management
- Payroll
- Office management
- Property management
- Purchasing
- Project scheduling
- DocuSign
- Communication skills
- Microsoft Office
- Microsoft Excel
Timeline
Sales Executive Assistant
Complete Signs
05.2023 - Current
Customer Service Manager
Aero-One Aviation
08.2016 - 05.2023
Owner/Operator
CRAMERS custodial services
10.2009 - 09.2016
Manager
DME, Circle PHARMACY
09.2006 - 09.2009
George C Wallace Community College - Dothan, AL
Assessments
- Customer focus & orientation, Proficient, 03/01/22
- Attention to detail, Proficient, 03/01/22
- Work style: Reliability, Proficient, 03/01/22
- Written communication, Proficient, 03/01/22