Marisa Erickson
Melbourne,FL
Summary
Dynamic office professional with a proven track record at GHL Construction, LLC, excelling in office management and customer service. Recognized for enhancing operational efficiency by replacing paper documentation and book keeping system with book keeping software. Dedicated team player with strong problem-solving skills, committed to fostering positive client relationships and improving team productivity.
Overview
26
26
years of professional experience
Work History
Office Assistant
Housmans Aluminum & Screening
Melbourne, FL
01.2024 - 07.2024
- Assisted in daily office operations, ensuring seamless communication among team members.
- Facilitated scheduling and appointment management for staff and clients.
- Enhanced document retrieval by maintaining well-organized filing systems.
- Developed proficiency in office software, enhancing data entry accuracy and reporting efficiency.
- Handled client questions efficiently, cultivating positive connections and improving customer satisfaction.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Facilitated smooth workflow by efficiently handling multiple administrative tasks simultaneously, prioritizing according to urgency and importance.
- Ensured operational continuity, providing critical administrative support during staff absences and peak workload periods.
- Facilitated better customer service by promptly addressing inquiries and concerns via phone and email.
- Enhanced office efficiency by organizing and maintaining filing systems both digitally and physically.
- Increased team productivity, organizing and scheduling appointments and meetings without overlap.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Utilized office management software to record and track customer information.
- Informed and supported business leaders through consistent communication and administrative support duties.
Office Manager
GHL Construction, LLC
Sierra Vista, AZ
03.2004 - 05.2006
- Coordinated office operations, ensuring efficient workflow and timely completion of tasks.
- Managed scheduling for meetings and appointments, optimizing time management across teams.
- Assisted in maintaining office supplies inventory, streamlining procurement processes for efficiency.
- Supported onboarding of new employees, facilitating training sessions and resource accessibility.
- Implemented filing systems, enhancing document retrieval and organizational efficiency.
- 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.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Implemented comprehensive training program for new hires, improving their integration into team and productivity.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Completed bi-weekly payroll for 6 to 10 employees.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Customer Service Representative
Metlife
Utica, NY
05.1998 - 05.2004
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Trained new staff on customer service protocols and operational procedures to ensure consistency in service.
- Managed high-volume call traffic while maintaining professionalism and accuracy in information delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Bachelor of Science - Communications And Sociology
Utica College of Syracuse University
Utica, NY12.1997
Skills
Customer service
Positive attitude
Time management
Data entry
Verbal communication
Dedicated team player
File organization
Administrative support
Resourceful
Office administration
Prioritizing work
Office management
Appointment scheduling
Professional and mature
Strong problem solver
Document management
Filing and data archiving
Documentation and reporting
Multi-line phone proficiency
Payment processing
Customer relationship management (CRM)
Issue resolution
Digital file management
Complex Problem-solving
Payroll processing
Timeline
Office Assistant
Housmans Aluminum & Screening
01.2024 - 07.2024
Office Manager
GHL Construction, LLC
03.2004 - 05.2006
Customer Service Representative
Metlife
05.1998 - 05.2004
Bachelor of Science - Communications And Sociology
Utica College of Syracuse University