MERISA SMITH
Killeen,Texas
Summary
Experienced with managing office operations, including scheduling, correspondence, and record-keeping. Utilizes strong communication and organizational skills to ensure smooth office functions. Knowledge of office software and procedures, contributing to efficient and productive work environment.
Overview
28
28
years of professional experience
Work History
Office Manager / Dispatcher
Kane Heating & Air Conditioning
Harker Heights, TX
06.2021 - 12.2025
- Oversaw daily office operations, ensuring efficient workflow and productivity.
- Managed scheduling for service technicians, optimizing resource allocation and response times.
- Coordinated communication between departments to enhance collaboration and information flow.
- Streamlined administrative processes, increasing overall operational efficiency.
- Supervised administrative staff of 4 providing mentorship and support to enhance team performance.
- Evaluated vendor contracts, negotiating terms to improve service delivery and cost-effectiveness.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Implemented upgrades to dispatch software, improving operational efficiency.
- Collaborated with 8-10 field technicians to streamline communication and job execution processes.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Facilitated training for new dispatchers, improving team readiness and performance.
- Assisted in resolving customer complaints and grievances.
Project Manager
Century Signs
Killeen, TX
04.2019 - 03.2020
- Schedule the project in logical steps and budget time required to meet deadlines.
- Confer with supervisory personnel, owners, contractors, or design professionals to discuss and resolve matters, such as work procedures, complaints, or construction problems.
- Prepare contracts and negotiate revisions, changes and additions to contractual agreements with architects, consultants, clients, suppliers and subcontractors.
- Prepare and submit budget estimates, progress reports, or cost tracking reports.
- Take actions to deal with the results of delays, bad weather, or emergencies at construction site.
- Inspect or review projects to monitor compliance with building and safety codes, or other regulations.
- Study job specifications to determine appropriate construction methods.
- Obtain all necessary permits and licenses.
- Determine labor requirements for dispatching workers to construction sites.
- Investigate damage, accidents, or delays at construction sites, to ensure that proper procedures are being carried out.
- Evaluate construction methods and determine cost-effectiveness of plans, using computers.
- Plan, organize, or direct activities concerned with the construction or maintenance of structures, facilities, or systems.
- Interpret and explain plans and contract terms to administrative staff, workers, and clients, representing the owner or developer.
Customer Relations Manager
A-1 Fence & Welding Co.
Killeen, TX
12.2016 - 04.2019
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Refer unresolved customer grievances to designated departments for further investigation.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Office Manager
Mr.D's Mobile Auto Spa
Killeen, TX
12.1997 - 12.2016
- Oversee activities directly related to making products or providing services.
- Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
- Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
- Manage staff, preparing work established schedules and assigning specific duties.
- Direct and coordinate organization's financial and budget activities to fund operations, maximize investments, and increase efficiency.
- Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
- Monitor businesses and agencies to ensure that they efficiently and effectively provide needed services while staying within budgetary limits.
- Perform sales floor work, such as greeting or assisting customers, stocking shelves, or taking inventory.
- Develop or implement product-marketing strategies, including advertising campaigns or sales promotions.
- Plan store layouts or design displays.
Education
GED - General Studies
Central Texas College
Killeen, TX2000
Skills
- Business Level Speaking
- Customer service
- Office management
- Organizational skills
- Data entry
- Clear oral/written communication
- Account reconciliation
- Scheduling coordination
Timeline
Office Manager / Dispatcher
Kane Heating & Air Conditioning
06.2021 - 12.2025
Project Manager
Century Signs
04.2019 - 03.2020
Customer Relations Manager
A-1 Fence & Welding Co.
12.2016 - 04.2019
Office Manager
Mr.D's Mobile Auto Spa
12.1997 - 12.2016
GED - General Studies
Central Texas College