Kathleen Wade
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
11
11
years of professional experience
Work History
CSR Manager Remote - Seasonal
Gigcx Marketplace
01.2021 - Current
- Supervised 40+ Service Providers in providing excellent customer service to callers requiring assistance with their TurboTax account and basic Tech issues.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Created reporting systems to track customer service performance and improve insight.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
Office Manager/Human Resources Manager
Meullion Transport, LLC
12.2016 - Current
- Maintained electronic and paper filing systems for easy retrieval of information.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Created organized filing system to manage department documents.
- Maintained human resources regulatory compliance with local, state and federal laws.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
Office Manager/Truck Dispatcher
Skip's Transportation & Investments, LLC
07.2013 - 12.2016
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Oversaw and enforced compliance with all safety regulations and DOT regulations.
- Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.
- Built professional relationships with new customers and cultivated existing ones through active listening and intelligent open-ended questioning.
Education
BBA - Business Administration
Indiana Business College
Indianapolis, IN05.1993
Skills
- Team Coaching
- Team Guidance and Direction
- Speech Clarity
- Administrative Support
- Call Center Environment
- Maintain Records
- Safe Driving Practices
- Dispatcher Monitoring
- Driver Communications
- Time Management
- Excellent Multitasking Abilities
- CRM Software
- Licensing Requirements
Additional Information
Skills:
- Accounts Payable
- Accounts Receivable
- Bookkeeping
- Office Management
- Transportation Management
- Management
- Administrative Experience
- QuickBooks
- Microsoft Outlook
- Interviewing
- Account Management
- Payroll
- Computer Literacy
- Logistics
- Research
- Freight Experience
- Management (10+ years)
- Accounting
- Salesforce
- SharePoint
- Cold calling
Timeline
CSR Manager Remote - Seasonal
Gigcx Marketplace
01.2021 - Current
Office Manager/Human Resources Manager
Meullion Transport, LLC
12.2016 - Current
Office Manager/Truck Dispatcher
Skip's Transportation & Investments, LLC
07.2013 - 12.2016
BBA - Business Administration
Indiana Business College
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