Kelly Erickson
East Bethel,MN
Summary
Experienced executive office administrator skilled in managing daily operations and driving business profitability. Committed to delivering the highest level of service and attention to all company teams, ensuring strong external customer satisfaction and repeat business. Strive to provide exceptional service and unmatched support by utilizing customer service best practices to explore effective solutions for their needs. Extensive knowledge of service delivery and proven multitasking abilities allow prioritization of building and maintaining professional relationships, ultimately increasing profitability and driving business results. Encouraging manager and analytical problem-solver with expertise in team building, leadership, motivation, and excellent customer relations. Demonstrates independent decision-making skills and sound judgment, consistently contributing to company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Customer Service Account Manager
Quality Tool
01.2022 - Current
- Serve as the liaison between companies and customers
- To address the customers’ needs and concerns as quickly and effectively as possible to develop and maintain a strong relationship with each account.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Assisted in the development of marketing campaigns targeting specific demographics within the customer base that resulted in increased leads generated from those demographics.
- Streamlined account management processes for improved efficiency and productivity.
- Mentored junior team members in effective account management techniques for their professional development.
- Provided ongoing support to clients, offering expert guidance on product usage and best practices.
- Monitored account performance regularly, taking proactive action to address concerns or areas needing improvement.
- Increased overall customer satisfaction through attentive listening during meetings with clients which led to better understanding their individual goals resulting in tailored solutions that met their specific needs.
- Maintained detailed records of customer interactions, ensuring accurate account information at all times.
- Delivered exceptional service by thoroughly understanding the needs of each client account in my portfolio.
- Achieved high client retention rates by maintaining regular contact with each account holder and proactively addressing any potential issues or concerns before they escalate into major problems.
- Managed a portfolio of diverse accounts, providing personalized attention to each client''s unique needs.
- Conducted regular reviews of client accounts, identifying opportunities for growth and improvement.
- Served as a liaison between customers and other departments, ensuring seamless communication and timely resolution of issues.
- Reduced response time for customer inquiries by implementing an updated tracking system, leading to faster and more accurate responses.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
Office manager
Boat world
01.2020 - 02.2022
- Oversee all Accounting Functions
- Pay all State and Federal Taxes
- Payroll, PTO structure, Health benefits
- Collaborate closely with President
- Manage all employee HR relations
- Invoicing
- Data Entry, order office supplies, facilitate company meal preparations.
- 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.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Optimized office space utilization, leading to more efficient and productive work environment.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
Senior Administrator/Accounting
ACCESS POS, LLC
01.2007 - 04.2020
- Oversee all, Collections, Accounts Receivable and Accounts Payable functions
- Accomplished Customer Account Management
- Collaborate closely with internal and external clients
- Manage spreadsheet to track orders and shipments
- Manage and oversees all external customer contracts
- Enter customer specific orders
- Resolve customer complaints
- Collaborate with Vendors for client specific orders
- Create and distribute employee training manuals
- Organize and plan company holiday parties
- Work with C-level Executive Clientele
- Train new employees.
- Kept office operations running smoothly by providing effective leadership and administrative skills.
- Supported executive leadership through calendar management, travel coordination, correspondence drafting, meeting preparation, among other tasks.
- Collaborated with cross-functional teams to develop strategies for organizational growth, leading to increased efficiency and profitability.
- Served as a key point of contact between management and employees, addressing concerns promptly and professionally to maintain a positive work environment.
- Managed inventory and procurement processes, ensuring that necessary supplies were always available while minimizing costs.
- Established strong relationships with vendors and suppliers, negotiating favorable contracts to secure cost-effective services for the company.
- Provided exceptional customer service as the first point of contact for clients, resolving issues promptly and maintaining strong relationships with key stakeholders.
- Coordinated large-scale events and conferences, ensuring smooth execution and positive experiences for attendees.
- Managed quality and accuracy of documents, and coordinated movements between different personnel and departments.
- Organized office space optimally to maintain a professional and efficient working environment for all employees.
- Created detailed reports on departmental performance metrics that provided valuable insights into areas requiring improvement or further investment.
- Developed comprehensive training programs for new employees, ensuring a smooth onboarding process and rapid integration into the team.
- Managed a team of junior administrators, providing guidance and support to ensure high levels of performance and job satisfaction.
- Streamlined administrative processes by implementing efficient systems and procedures, resulting in increased productivity.
- Maintained up-to-date records of all personnel files, ensuring compliance with legal requirements and easy access to information when needed.
- Maintained personnel records and updated internal databases to support document management.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
ASSOCIATE of ARTS - Healthcare Management
University of Phoenix
Bachelor of Arts - Healthcare Administration Management
Florida Institute of Technology
Skills
- Client Relations
- Accounts Receivables
- Account Management
- Problem Solving
- Order Fulfillment
- Employee Relations
- Timely Reporting
- Payroll
- Conflict Resolution
- Point of Contact
- Office Administration
- Precise Documentation
- Complaint Handling
- Customer satisfaction measurement
- Email Etiquette
- Feedback collection
- Critical Thinking
- Active Listening
- Problem Resolution
- Customer Relations
- Call center experience
- Computer Proficiency
- Data Entry
- Product Knowledge
- Documentation
- Appointment Scheduling
- Team Development
- Money handling abilities
- Microsoft Outlook
- Scheduling
- Quality Control
- Follow-up skills
- Staff Training
- Complaint resolution
- Payment Processing
- Paperwork Processing
- De-Escalation Techniques
- Professional telephone demeanor
- Administrative Support
- Microsoft Office Suite
- Filing
- Call Management
- Prioritization
- Building rapport
- Customer Relationship Management (CRM)
- Microsoft PowerPoint
- Dispute Resolution
- Order Processing
- Customer Education
- Delivery Scheduling
- Reading Comprehension
- Coordination
- Document Control
- Research
Keyskillsassessment
- Strategic Internal Management – Develop and implement efficient and concise inner office documentation and tracking for quality and relationships.
- Systems & Data – Versed professional in Microsoft Products, medical coding, Sage Quantum Software, and computer applications.
Timeline
Customer Service Account Manager
Quality Tool
01.2022 - Current
Office manager
Boat world
01.2020 - 02.2022
Senior Administrator/Accounting
ACCESS POS, LLC
01.2007 - 04.2020
ASSOCIATE of ARTS - Healthcare Management
University of Phoenix
Bachelor of Arts - Healthcare Administration Management
Florida Institute of Technology
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