Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

KELLY NICHOLS

Administrative Assistant
Yorktown,VA

Summary

Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.

Overview

33
33
years of professional experience

Work History

Administrative Assistant

Regency Health & Rehab Center
06.2013 - 01.2020
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Developed strategies to streamline and improve office procedures.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Provided assistance to accounting department in payroll processes.
  • Entered data into electronic health records, verify insurance, and process medical records requests
  • Maintained cleanliness of office and lobby, order supplies for entire facility
  • Provided administrative support for other departments on an as needed basis.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Assisted development and implementation of new administrative procedures.
  • Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
  • Managed filing system, entered data and completed other clerical tasks.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Created and maintained databases to track and record customer data.

Customer Service Manager

Food Lion
04.2009 - 06.2013
  • Maintained compliance with local, state and federal regulations as it related directly to customer service; implemented and followed up on training necessary to comply with regulations and policies
  • Helped to recruit, interview, hire, and develop store employees
  • Supervised performance of all duties and responsibilities of front-end associates
  • Maintained daily cash control, handled accounts receivable and payable, and managed bank deposits.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Developed and offered unique discount options to drive interest in new product lines.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Kept accurate records to document customer service actions and discussions.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Created and reviewed invoices to confirm accuracy.
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Followed through with client requests to resolve problems.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Researched and corrected customer concerns to promote company loyalty.

Assistant Manager

Safeway / Superfood IGA
06.1987 - 08.2002
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Developed detailed plans based on broad guidance and direction.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Created employee schedules to align coverage with forecasted demands.
  • Reviewed sales and gross profit report to assess company efficiency.
  • Monitored security to protect employees, customers and property.

Education

Medical Coding

Ultimate Medical Academy

Business Management

Thomas Nelson Community College

Skills

  • Sales Plan Implementation
  • Records Preparation
  • Data Entry Documentation
  • Statistical Data Gathering
  • Technical Support
  • Typing Proficiency (56wpm)
  • Spreadsheets
  • Microsoft Office/Excel/CRM Software
  • Cash Deposit Preparation
  • Staff Management
  • OSHA Compliance
  • Business Administration
  • 10-Key Proficiency
  • Administrative Support
  • Data Collection
  • Employee Timesheet Processing
  • Records Management Systems
  • Data Evaluation
  • Budgeting
  • Payroll
  • Records Management
  • Customer Relations
  • Business Planning
  • Training and Development

Timeline

Administrative Assistant

Regency Health & Rehab Center
06.2013 - 01.2020

Customer Service Manager

Food Lion
04.2009 - 06.2013

Assistant Manager

Safeway / Superfood IGA
06.1987 - 08.2002

Medical Coding

Ultimate Medical Academy

Business Management

Thomas Nelson Community College

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KELLY NICHOLSAdministrative Assistant