Marcele Naudieth

worked closely with the Sales Manager to focus on certain agent and branch functions in order to provide necessary support to the agents and branch to create a more effective and efficient branch operation.

Schedule, promote and support agents individually and in group settings on the Howard Hanna Mar/Tech tools with a goal of increasing adoption and efficiency
• Onboarding new and experienced agents
• Process paperwork for agent departures and transfers
• Maintain all office purchasing/supplies
• Maintain all branch workrooms, supplies and equipment, including building maintenance supplies, directional signs, office supplies, warehouse stock items, copier/printer toner
• Manage branch floor duty/opportunity schedules
• Assist sales managers with recruiting packages
• Provide assistance to agents with copiers, computers, and phones – assisting IT department as needed
• Troubleshoot agent ordering
• Submit appropriate Help Desk Tickets to receive tech support/troubleshooting for office equipment
• Assist sales manager with office social media posts including Facebook and Instagram
• New agent training including business systems/technology, paperwork procedures
• Sales meetings agendas
• Process outgoing mail and distribute incoming mail
• Other various administrative agent training and or support to sales managers with RVP approval

• Created and implemented standard operating procedures for projects.
• Analyzed and managed invoices for various restaurants companies.
• Managed calendars to strategically coordinate meetings, appointments and events.
• Organized logistics and materials for meetings, took detailed notes for later dissemination to key stakeholders.
• Conducted invoicing and investigated accounts receivables discrepancies.
• Established administrative work procedures to track daily purchase orders .
• Monitored incoming contracts and service agreements for correct pricing and information.
• Facilitated communication between involved parties to enable timely contract sign-off.
• Developed training materials to unify contract management processes and procedures.
• Oversaw contracts for over different departments using both manual and automated strategies.
• Negotiated and reviewed contracts to protect customer interests.
• Drafted, reviewed and revised contracts for accuracy and completeness.
• Stored and filed contract documents in orderly, organized systems.
• Prepared and issued reports on contract performance and compliance.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Organized meetings for executives and coordinated availability of conference rooms for participants.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Improved office operations by automating client correspondence, record tracking and data communications.
• Kept high average of performance evaluations.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Volunteered to help with special projects of varying degrees of complexity.
• Established administrative work procedures to track staff's daily tasks.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

• Analyzed call center data and documents reports for upper management.
• Coached call center staff (English/Spanish) through challenging customer service issues.
• Evaluated staff productivity and performance weekly.
• Coordinated individual score after careful evaluation of each employee's skill level and knowledge.
• Communicated frequently and openly to motivate team members and drive goal achievement.
• Oversaw call-monitoring, coaching, performance and corrective action for all team members.
• Assisted in training, motivating and coaching team members to meet required center goals.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Developed and implemented customer service policies and procedures.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

• Analyzed operational expenses and cost of inventory to identify losses and developed strategies for increased profits.
• Achieved financial objectives by preparing scheduling expenditures and analyzing variances.
• Built successful retail teams by instilling culture of collaboration and developing daily plans centered on common group goals.
• Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
• Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
• Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
• Answered product questions and assisted customers in selection and checkout.