Mary Ann Sanders
Admin/Customer Service
Cumming,GA
Summary
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.
Experienced in leading and directing call center operations with more than 50 employees. Disciplined manager with 15 years of customer service experience.
Overview
16
16
years of professional experience
Work History
Call Center Supervisor
Ackerman Security Systems
08.2014 - 07.2022
- Supervised operators and ensure proper handling and execution of alarm signals received.
- Monitored and maintained call volume through observation and standard operating procedures.
- Resolved and handled call escalations, data entry, sales leads and customer care issues.
- Established and oversaw performance targets for call center associates.
- Developed process controls and metrics for daily management of call center.
- Developed quality employees within call center to take over leadership positions.
- Prepared agendas and took notes at meetings to archive proceedings.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Supervised 50 call center agents in providing excellent customer service to callers requiring assistance for all security related issues
Hostess/Front Desk Personnel
Yard House Atlantic Station
04.2012 - 04.2014
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Complied with food safety and food hygiene regulations to safeguard public health.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Answered customer questions about hours, seating, and menu information.
- Prepared dining room for service by cleaning , organizing tables and placing table settings.
- Developed and maintained up-to-date knowledge of menu items and daily specials to accurately respond to customer queries.
- Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Accommodated special seating requests for guests to enhance satisfaction.
- Delivered unparalleled service to drive positive dining experience and repeat customer visits.
- Relayed guest comments or suggestions to manager on duty for further action.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Assisted FOH and BOH staff to drive smooth service execution and maximize guest satisfaction.
Executive Administrative Assistant/Personal Assistant
Slingshot Consulting Group
05.2010 - 12.2014
- 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.
- Seamlessly interacted with colleagues to plan and complete special projects.
- Documented and distributed meeting notes to identify, analyze, and improve workflows.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Developed and maintained automated alert systems for important deadlines.
- Used software to coordinate meetings, appointments, and tasks senior executives.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Transcribed meeting minutes to support sales, business development and senior management teams.
- Scheduled appointments and handled calenders for senior leadership.
- Implemented updated policies and practices for organization and monitored effect.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Facilitated training and onboarding for incoming office staff.
Payroll Manager
San Antonio Water Systems
10.2006 - 09.2009
- Designed and maintained financial models to identify and measure risks.
- Established and checked coding procedures, monitored reports and updated internal files.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Responded to employee inquiries to provide assistance with payroll-related questions.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Coordinated new hire and termination processes to facilitate smooth operations.
- Monitored and updated employee information in payroll system to add changes in salary, bonuses and deductions.
- Prepared and filed accurate and timely payroll tax returns and other related reports to comply with tax laws and regulations.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Supported financial director with special projects and additional job duties.
- Processed payroll garnishments such as tax liens and child support.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
Education
High School Diploma -
Northridge High School
Layton, UT01.2006
Skills
- Continuous Quality Improvement (CQI)
- Monthly Inventory
- Call Center Strategy
- Account Updating
- Internal Controls and Reporting Systems
- Interpersonal Communication Skills
- Customer Needs Assessments
- Problem Resolution
- Assignment Delegation
- Negotiation and Conflict Resolution
- Workflow Processes
- Data Entry Abilities
Timeline
Call Center Supervisor
Ackerman Security Systems
08.2014 - 07.2022
Hostess/Front Desk Personnel
Yard House Atlantic Station
04.2012 - 04.2014
Executive Administrative Assistant/Personal Assistant
Slingshot Consulting Group
05.2010 - 12.2014
Payroll Manager
San Antonio Water Systems
10.2006 - 09.2009
High School Diploma -
Northridge High School
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