Leslie Tapia
Los Lunas,NM
Summary
Results-driven Office Manager skilled in optimizing daily operations and implementing effective policies. Expertise in coordinating administrative functions and leading diverse teams. Achievements include streamlining organizational systems and managing multiple priorities in high-pressure environments while fostering collaboration and delivering outstanding customer service.
Overview
12
12
years of professional experience
Work History
Office Manager
Orduna
Plymouth, MI
01.2022 - Current
- Coordinated office operations and procedures to streamline workflows.
- Managed executive leadership team's scheduling and calendar effectively.
- Directed office personnel activities to ensure timely task completion and accountability.
- Oversaw employee onboarding, training, and performance tracking to support staff development.
- Conducted staff performance evaluations to monitor individual progress.
- Facilitated cross-departmental communication while handling confidential information discreetly.
- Developed filing systems for important documents and maintained organization.
- Processed payroll activities including timekeeping data entry and benefits administration.
Customer Service Representative
Progressive
Cleveland , OH
11.2021 - 09.2024
- Managed high call and email volumes, consistently meeting response time and resolution performance metrics.
- Delivered exceptional customer service by resolving inquiries and billing issues effectively.
- Utilized strong product knowledge to provide accurate answers and process payments efficiently.
- Built rapport with customers through active listening and personalized service approaches to enhance customer experience.
- Promoted customer satisfaction by delivering knowledgeable and approachable assistance.
- Investigated complex complaints and implemented effective solutions to ensure customer satisfaction.
Sales Manager
Fred Loya Insurance Company
Albuquerque, NM
04.2016 - 11.2021
- Developed sales plans and strategies that drove company growth and met revenue objectives.
- Oversaw daily operations of sales department, supervising staff to improve team effectiveness.
- Cultivated strong client relationships through exceptional service and timely resolution of inquiries.
- Managed policy renewals and followed up on outstanding balances, ensuring professional collections.
- Educated clients on policy features, processing payments while maintaining accurate records.
- Conducted risk assessments in collaboration with underwriters for compliance and account updates.
- Coordinated with claims adjusters to facilitate timely resolutions and organized documentation.
- Participated in ongoing training to remain informed about industry trends and regulations.
Shift Manager
McDonald's
Los Lunas, New Mexico
05.2014 - 04.2016
- Supervised crew members during shifts, enhancing operational efficiency and team performance.
- Ensured compliance with food safety and cleanliness standards consistently.
- Resolved customer complaints promptly to uphold satisfaction levels.
- Trained new employees on customer service standards and procedures, promoting consistent customer satisfaction.
- Conducted shift meetings to clearly communicate goals and expectations.
- Managed inventory and ordered supplies to maintain optimal stock levels.
- Monitored cash handling procedures for accuracy and security practices.
- Collaborated with management to implement process improvements, streamlining operations and enhancing service delivery.
Education
High School Diploma -
School of Dreams Academy
Los Lunas, NM05-2015
Skills
- Office management and administration
- Payroll and billing administration
- Document organization and management
- Employee training and coaching
- Performance evaluation and feedback
- Customer relationship management
- Team leadership and collaboration
- Time management and prioritization
- Problem solving and critical thinking
- Attention to detail and accuracy
- Effective communication skills
- Complaint resolution and conflict management
- Scheduling and calendar coordination
- Administrative support and clerical tasks
- Policy implementation and development
- Data entry and documentation expertise
- Banking operations and financial reporting
- Contract administration and modification
- Relationship building and customer service
- Technical support and software troubleshooting
Languages
Spanish
Professional
Timeline
Office Manager
Orduna
01.2022 - Current
Customer Service Representative
Progressive
11.2021 - 09.2024
Sales Manager
Fred Loya Insurance Company
04.2016 - 11.2021
Shift Manager
McDonald's
05.2014 - 04.2016
High School Diploma -
School of Dreams Academy