Laurissa Madsen
Queen Creek
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
10
10
years of professional experience
Work History
Office Manager
T2 Pest Services, Inc
02.2024 - Current
- 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.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Optimized workspace organization, creating a clean and functional environment conducive to productivity.
- Implemented employee training programs to enhance skills development and workplace efficiency.
- Ensured timely execution of administrative duties such as report generation, invoice processing, and record-keeping through diligent task management and prioritization.
- Coordinated office events, seminars and meetings for staff and clients.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Customer Service Representative
Preventive Pest Control/Northwest Exterminating
08.2022 - 02.2024
- Addressed customer accounting needs
- Maintained scheduling with technicians and customers
- Acquired knowledge of company products and services to promptly resolve complaints and concerns
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Assisted in training new team members as necessary
- Address customer questions and provide service solutions
- Good organization and prioritization skills
Customer Service Manager
Hobby Lobby
09.2019 - 08.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Evaluated and authenticated returns, exchanges and voids
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback
- Evaluated employee job performance and motivated staff to improve productivity
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs
- Respond to in-person customers to improve company customer service ratings
- Perform start-of-day and end-of-day procedures, such as helping to open and close out registers and funding registers for daily transactions through cash control and maintain money safe operations at the Service desk
- Order and receive inventory shipments to restock products
- Help maintain a safe and hygienic working environment
- Train and mentor junior staff in all aspects of frontend operations
- Achieved perfect attendance and on-time record
Cashier
Hobby Lobby
02.2015 - 09.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs
- Help maintain a safe and hygienic working environment
- Achieved perfect attendance and on-time record
- Loaded and unloaded merchandise using ladder and pallet jack
Education
Bachelor of Science - Marriage And Family Relations
Brigham Young University - Idaho
Rexburg, ID11-2028
High School Diploma -
Dobson High School
Mesa, AZ05.2001
Skills
- Scheduling
- Scheduling and calendar management
- Senior leadership support
- Customer Relations
- Employee Training
- Problem-solving abilities
Clear oral/written communication
- Multitasking Abilities
- Reliability
- Conflict Resolution
- Professionalism
- Adaptability
- Billing
Languages
ASL
Elementary
Timeline
Office Manager
T2 Pest Services, Inc
02.2024 - Current
Customer Service Representative
Preventive Pest Control/Northwest Exterminating
08.2022 - 02.2024
Customer Service Manager
Hobby Lobby
09.2019 - 08.2022
Cashier
Hobby Lobby
02.2015 - 09.2019
High School Diploma -
Dobson High School
Bachelor of Science - Marriage And Family Relations
Brigham Young University - Idaho
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