Marlene Riggs

• Started as a hybrid position with 90% remote work, transitioning to 100% remote over the last 6 years, supporting both U.S & Canada Divisions
• Company added a Canadian division for this startup five years into my employment which I also acted as Administrative and Customer support for a few years until they hired a Canadian Administrative Assistant.
• Initially the sole administrative support for the company, handling everything from managing schedules, emails, customer support, payment gateways, workshop arrangement and live workshop management to personal assistance for the business owners.
• Attended and coordinated logistics for all U.S & Canadian education and workshops
• Live and online Workshops (1-4 monthly), managed student online account in CRM system, tuition payments, credits and refunds, check-ins, assisted with creating online courses, and testing, distributing education materials via email and CRM system.
• Served as the primary contact for customer service, handling high-volume inquiries through email, chat, and phone, managing registrations, invoicing, and individual correspondence with students and vendors.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
• Screened calls and emails and initiated actions to respond or direct messages for managers.
• Wrote and enforced administrative procedure plans to reduce errors and prevent process delays.
• Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
• Seamlessly interacted with colleagues to plan and complete special projects.
• Actively monitored and responded to questions in public and private Facebook groups, managing engagement and requests to join private groups
• Prepared detailed weekly registration and financial reports using Excel and Numbers, providing insights to owners for both divisions
• Contributed to the design and improvement of three online registration and student portal databases, ensuring smooth data management and access for students and staff
• Regularly updated website content, including new workshops and special events, and managed calendar updates to enhance student and staff experience
• Trained new administrative team members, conducted regular remote meetings with a team of three other administrative assistants, and participated in in-person and virtual staff meetings.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded proactively and positively to rapid change.
• Met customer call guidelines for service levels, handle time and productivity.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Sought ways to improve processes and services provided.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Educates and empowers women on creating and sustaining healthy daily habits, focusing on relationship enhancement, exercise, stress management, personal development, and overall mind body spirit wellness
• Provide tailored plans for various needs supporting clients' holistic health and wellness journeys.
• Offer constructive feedback to clients to help reach goals.
• Assist clients in setting and achieving personal and professional goals.
• Develop and maintain network of professional resources to refer clients to.
• Provide guidance to clients in overcoming challenges and identifying opportunities.
• Develop relationships with clients to provide ongoing support and encouragement.
• Research latest industry trends and developments to keep abreast of best practices.
• Excellent communication skills, both verbal and written.
• Organized and detail-oriented with a strong work ethic.

• Managed front desk operations, scheduling, and customer service for a holistic health clinic of 8 practitioners that included massage therapists, a Naturopathic Doctor, Biofeedback Practitioner and Colon Therapist. In addition, was the clinics Certified Hypnotherapist, provided hypnotherapy services to clients focusing on wellness and personal development, once or twice a week.

This clinic closed several months after I was hired.

• Delivered administrative support to the owner, managing emails, inventory, and customer orders, and coordinating travel for business needs.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Displayed absolute discretion at handling confidential information.
• Oversaw personal and professional calendars and coordinated appointments for future events.
• Maintained appropriate filing of personal and professional documentation.
• Handled incoming mail, bills and invoices and completed appropriate actions.
• Monitored and reported any changes in clients' physical and mental health.
• Identified needs and coordinated plans for travel and out-of-town functions.