Josee McGowan
Virginia Beach,VA
Summary
Expert in fostering client relationships and enhancing customer retention strategies, while streamlining processes to boost efficiency.
Overview
33
33
years of professional experience
Work History
General Manager
KF Water
09.2021 - Current
- Oversaw budget implementation and contract negotiations to ensure fiscal responsibility.
- Managed performance evaluations, training programs, and employee schedules for team development.
- Fostered positive work environment to enhance team morale and drive satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to promote loyalty.
- Addressed customer complaints promptly to convert dissatisfaction into loyalty.
- Assisted in recruiting and hiring processes to build a skilled workforce.
- Conducted employee training sessions to improve skills and overall performance.
- Streamlined communication among team members to boost collaboration.
Office Manager
Waterco
10.1992 - 09.2021
- 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 accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Customer Service Representative
Martin-Brower
12.1992 - 10.2004
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Windsor Locks High School
Windsor Locks, CT06.1985
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Collaboration and teamwork
- Customer relationship management
- Administrative expertise
- Client relations
- Schedule management
- Customer retention strategies
- Process improvement
- Purchasing and procurement
- Recruitment and hiring
- Expense management
- Data analysis
Timeline
General Manager
KF Water
09.2021 - Current
Customer Service Representative
Martin-Brower
12.1992 - 10.2004
Office Manager
Waterco
10.1992 - 09.2021
High School Diploma -
Windsor Locks High School