Kathi Sims

Maintain good customer relations both on the phone and in person

• Gather information from customers to help identify and solve problems
• Confirm, schedule, and reschedule services for the customer
• Set sales appointments for new customers
• Answer billing questions
• Complete general clerical duties as assigned
• Work as a team with Service and Sales
• Sell the value of our services and suggest upgrades to service
• Smile while talking on the phone
• Meet quote of 100 cases or more each day
• Answers customer/client requests or inquiries concerning services, products and concerns that may arise.
• Utilizes operational system to process service requests promptly.
• May be tasked to work in one or multiple queues/skill sets over various customer contact channels.
• Updates all client information in corporate database and maintains the accuracy and integrity of the data.
• Ensures that billing methods, pricing and tax codes are properly entered and assigned.
• Ensures that service protocols and service specifications are sent with service tickets.
• Notifies partners, account managers, and sales teams of account changes and client concerns.
• Compiles and sends Service Program materials.
• Communicates new site information to branches.
• Process and communicate any and all customer account changes to include but not limited to cancellations, frequency changes, downgrades, service skips, etc
• Escalates repeated concerns or unsatisfactory service concerns according to written process
• May assist in mentoring new colleagues

• Welcomes guests and vendors by greeting them
• Accomplishes operations and organization of 15 team members by completing related results as needed
• Run a safe, injury/accident free workplace
• Maintain the office condition and arrange necessary repairs
• Coordinate with IT department on all office equipment
• Address employee queries regarding office management issues (e.g. stationery, Hardware and travel arrangements)
• Liaise with facility management vendors, including cleaning, catering and security services
• Communicate all actions with Director presenting resolutions first. If approval is required provide justification and research as necessary.
• Work closely with Director of Operations to set and/or implement policies, procedures and systems and to follow through with implementation.
• Communicate them when it is acceptable to do so. Communicate all operating policies and/or issues at department meetings
• Receives and protects confidential information
• Monitors and maintains departmental record systems, files and paperwork
• Performs general clerical office duties to include, but not limited to, mail, filing, data entry, and copying or preparing presentations
• Answers telephones and gives information to callers, takes messages, or transfers calls to appropriate individuals. Performs office and administrative duties to assist executive management including, but not limited to, expense report entries
• Receives and carries out instructions from executive staff.
• Plans and schedules meetings and appointments for President, Assists President with personal tasks
• Ensure that all items are invoiced and paid on time
• Assist in the onboarding process for new hires

• Greet visitors, answers call’s, convey messages and elevate issues as required.
• Coordinate meetings, trainings, travel, customer entertainment, and media events.
• Assist with meeting preparation. Maintain the manager’s calendar.
• Participate in the preparation of regularly scheduled reports
• Organize contact lists and filing systems.
• Review and update office policies and procedures.
• Maintain personnel and customer files. Assist manager as directed with the creation of reports, presentations, etc., including researching, compiling, manipulating data, and/or developing necessary information and materials.
• Assist with the onboarding of new team members and provide training in their respective area. Ensure the efficient daily operation of the office functions, including purchasing & maintenance of supplies and equipment. Take meeting notes, distribute minutes, and assist with manager follow-up.
• Create ordering documents & statement of work contracts for vendors.
• Complete expense reports and processing/ payments of vendor invoices ensuring audit compliance.
• Compose and distribute correspondence.
• Provide administrative support to the manager’s and their team as needed.
• Assist the manager in other ways as needed.
• Set up of crisis communication room, routing media inquiries to proper department, coordinating media interviews with company executives.

• Active Duty
• Good Conduct Medal, National Defense Service Medal, Honorable Discharge