Pestpac
Melissa Shawver
Regional Branch Administrator
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. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Regional Branch Administer
Future Services/Rocket Pest
Loganville, GA
09.2015 - Current
- Created, maintained and updated filing systems for paper and electronic documents and completed other clerical tasks.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Liaised between clients and vendors and maintained effective lines of communication.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
- Promptly responded to inquiries and requests from prospective customers.
- Updated reports, managed accounts, and generated reports for company database.
- Evaluated employee records and productivity and submitted evaluation reports.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Completed weekly payroll for 85+ employees in various categories including salary, hourly and commission based employees.
- Hired, managed, developed and trained a staff of 12+ employees, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- 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.
- Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
Customer Service Manager
Academy Sports And Outdoors
McDonough, GA
04.2007 - 09.2015
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Maintained records of service transactions and customer feedback for future reference.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Submitted reports to senior management to aid in business decision-making and planning.
- 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.
- Alleviated customer service needs with policy-appropriate solutions.
Education
Bachelor of Arts - Psychology
Gordon State College
Barnesville, GA 08.2005 - 05.2009
Skills
Proficient in MS Office
Customer service
Office administration
Scheduling
Organizational skills
Payroll and budgeting
Excellent multi-tasking ability
Multi-line phone proficiency
Employee training and development
Software
ADP
UKG
Time Station
Microsoft 365
Timeline
Regional Branch Administer
Future Services/Rocket Pest
09.2015 - Current
Customer Service Manager
Academy Sports And Outdoors
04.2007 - 09.2015
Bachelor of Arts - Psychology
Gordon State College
08.2005 - 05.2009