Pestpac
Melissa Shawver
Aurora,CO
Summary
Organized and dedicated Administrative professional with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Overview
17
17
years of professional experience
Work History
Administrative Office Manager
Team Pest USA
Mcdonough, Georgia
03.2023 - 03.2024
- Implemented new software systems, increasing efficiency in daily operations and record-keeping tasks.
- Coordinated events and meetings, resulting in seamless execution and positive attendee experiences.
- Enhanced employee productivity by providing ongoing training and development opportunities.
- Optimized workflow within the office by delegating tasks effectively among team members according to expertise levels.
- Updated reports, managed accounts, and generated reports for company database.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Ensured timely completion of projects by creating detailed schedules and monitoring progress throughout each phase.
- Developed strong relationships with clients through exceptional customer service and timely responses to inquiries.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Optimized scheduling to maximize technician productivity while minimizing travel time between appointments.
Regional Branch Administer
Future Services/Rocket Pest
Loganville, GA
09.2015 - 03.2023
- Developed and implemented detailed procedures for increased efficiency in administrative tasks.
- Documented all employee-related information including new hires, transfers, terminations, job classification changes, and merit increases in the main human resources files.
- Effectively managed continuous influx of customer calls with minimal delays.
- Ensured up-to-date and detailed customer records through regular updates to account information.
- Identified and resolved service complaints by clarifying customer issues and determining root cause of problems.
- Provided prompt responses to inquiries and requests from potential customers.
- Updated and managed accounts, ensuring accurate and up-to-date information in the company database.
- Evaluated employee records and productivity and submitted evaluation reports.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Completed weekly payroll for 100+ employees in various categories including salary, hourly and commission based employees.
- Successfully managed a team of over 20 employees, overseeing their development, conducting performance reviews, and administering salaries.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Coached new hires to enhance their understanding of company processes and optimize production levels through effective employee management.
- Established a supportive environment by fostering good relationships with fellow team members, leading to improved company morale and increased employee retention.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
Customer Service Manager
Academy Sports And Outdoors
McDonough, GA
04.2007 - 09.2015
- Maintained records of service transactions and customer feedback for future reference.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Cross-trained existing employees to maximize team agility and performance.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Processed both cash and card purchases and returns.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Reconciled daily totals to maintain balanced and compliant ledgers.
Education
Bachelor of Arts - Psychology
Gordon State College
Barnesville, GA05-2009
Skills
- Proficient in MS Office
- Office administration
- Scheduling and calendar management
- Excellent multi-tasking ability
- Employee training and development
- Payroll Processing
Software
ADP
UKG
Time Station
Microsoft 365
References
References available upon request.
Timeline
Administrative Office Manager
Team Pest USA
03.2023 - 03.2024
Regional Branch Administer
Future Services/Rocket Pest
09.2015 - 03.2023
Customer Service Manager
Academy Sports And Outdoors
04.2007 - 09.2015
Bachelor of Arts - Psychology
Gordon State College
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