Megan Miller
Merriam Woods Village,MO
Summary
“Megan is a relationship-driven customer service professional with a strong, results driven administrative background.” Tammy Johnson, VP/GM Branson Tourism Center
Performance-driven customer service manager with an outstanding success record for connecting with and resolving issues in an expedient manner. A resourceful and take-charge leader with a passion for service excellence and the resiliency to attend to the follow up necessary to achieve that.
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Overview
12
12
years of professional experience
Work History
Office Operations Manager
Main Street Marina & The Paddlewheel
Branson, MO
05.2020 - Current
- Only Direct Report to owners
- Direct management of Human Resources of approximately 25 employees
- Group Sales & Event Planning leading to 30% increase from 2019-2021
- Fostered environment of clear & concise communication with staff, vendors, suppliers, and professional services
- Hold full P & L accountability
- Direct & manage maintenance staff, recreation staff, administrative office staff & projects for each department
- Updated reports, managed accounts, and generated reports for company database.
- Developed & maintained successful relationships with vendors, suppliers & contractors.
- Oversaw office inventory by ordering & requisitions
- Established workflow processes, monitored daily productivity, & implemented modifications to improve overall performance of personnel.
- Coordinated special projects & managed schedules.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed compliance to keep organization operating within legal & regulatory guidelines.
- Reported to senior management on organizational performance & progress toward goals.
- Delivered performance reviews, recommending additional training or advancements.
- Managed purchasing, sales, marketing & customer account operations efficiently.
- Mitigated business risks by working closely with staff members & assessing performance.
- Recruited, hired, & trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained new employees on proper protocols & customer service standards.
- Trained & guided team members to maintain high productivity & performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance & punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage & drive-off.
- Created, maintained & updated filing systems for paper & electronic documents.
Administrative Support
Main Street Marina & The Paddlewheel
Branson, MO
05.2016 - 05.2020
- Assist in day-to-day operations including cruise reservations, customer check-in, counter sales & cash reconciliation
- Create & update sales agreements with resellers & group clients
- Report creation & development on key business metrics
- Special projects as needed by ownership
- Managed filing system, entered data & completed other clerical tasks.
- Managed phone & email correspondence & handled incoming & outgoing mail & faxes.
- Completed forms, reports, logs & records to quickly handle all documentation for human resources.
- Created & maintained detailed administrative processes & procedures to drive efficiency & accuracy.
- Volunteered to help with special projects of varying degrees of complexity.
- Established administrative work procedures to track staff's daily tasks.
- Identified & recommended changes to existing processes to improve accuracy, efficiency, & quality service.
- Opened & properly distributed incoming mail to promote quicker response to client inquiries.
- Facilitated timely delivery of special projects to meet organizational & departmental objectives.
Senior Manager
Branson Tourism Center
Branson, MO
06.2011 - 12.2017
- Ensure customer service through multiple avenues including online reviews, personalized email communication, customer service survey responses, quality-assurance calls & primary ownership of the company’s Better Business Bureau relationship & maintain A+ rating
- Maintain positive, solution-oriented communication with vendor & business partners while resolving any customer issues or concerns
- Brainstormed & developed sales strategies to achieve short & long term sales revenue objectives
- Assist in data-mining, analytics & development of reporting
- Recruiting, interviewing, screening & training for new employees
- Assisted on-site Travel Agent with airline & rental car reservations
- Administrative support & personal assistant to company owners
- Handled problematic customers & clients to assist lower-level employees & maintain excellent customer service
- Conducted performance evaluations, compensations & hiring to maintain appropriate staffing requirements
- Boosted team member productivity by enhancing performance monitoring & instituting motivational approaches
- Maintained positive customer relations by addressing problems head-on & implementing successful corrective actions
- Opened & closed location and monitored shift changes to uphold successful operations strategies & maximize business success
- Established team priorities, maintained schedules & monitored performance & conveyed constructive feedback to improve skills
Skills
- Senior Leadership Support
- Correspondence Management
- Employee Performance Evaluations
- Policy and Procedure Modification
- Report Writing
- Administrative Office Operations
- Customer Relations
- Account Reconciliation
- Accounts Payable and Receivable
- Office Organization
- Quickbooks
- Analytics
- Budgeting
- Profit & Loss
- Event Planning
- Process Improvement
- Marketing
- Team Management
- Office Management
- Human Resources
- Leadership
- Interviewing
- Calendar Management
- Inventory Accuracy
- Operational Efficiency
- Administrative Oversight
- Administering Payroll
- Coaching and Training
- Performance Improvement
- Client Correspondence
- Employee Timesheet Processing
- Financial Reporting
- Microsoft Office
- Hiring and Onboarding
- Process Development and Streamlining
- Documentation
- Scheduling
- Constructive Feedback
Additional Information
- Meyers-Briggs Assessment: INFJ-A Assertive Advocate
- Managing the sales & service details associated with $25 million in top-line revenue
- Building high-caliber teams using a collaborative model to help establish synergy & ownership for team results
Timeline
Office Operations Manager
Main Street Marina & The Paddlewheel
05.2020 - Current
Administrative Support
Main Street Marina & The Paddlewheel
05.2016 - 05.2020
Senior Manager
Branson Tourism Center
06.2011 - 12.2017
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