Mia Heather Smith
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Direct to Customer (DTC) Administrator
Alpha Omega Winery LLC
10.2021 - 09.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Researched and corrected customer concerns to promote company loyalty.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Managed timely and effective replacement of damaged or missing products.
- Developed and updated databases to handle customer data.
- Cross-trained and backed up other customer service managers.
Business Office Manager
LumaBlue lighting
01.2012 - 01.2020
- Updated reports, managed accounts, and generated reports for company database.
- Managed office operations while scheduling appointments for department managers.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Prepare expense request forms and billing documentations utilizing financial software.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Reported to senior management on organizational performance and progress toward goals.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Medical Office Manager
Novi Neurology
01.2007 - 01.2011
- Managed daily operations of the practice
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Kept front office clean and well-organized to keep areas presentable for guests and maximize professional appeal.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Optimized office schedule to balance team workloads, group productivity and financial targets.
- Offered technical support and troubleshot issues to enhance office productivity.
- Conferred with insurance company representatives to expedite payments and resolve filing issues, keeping aging balances low and office finances strong.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- Developed close working relationships with front office and back office staff.
- Developed policies and procedures for effective practice management.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Owner/Operator
M. P Hair and Nail Salon
01.2002 - 01.2006
- Found and managed all features of the business, including customer service, accounting, inventory management, sales, marketing, and training
- Provided outstanding customer service while continuing to grow business
- Sourced high-quality and trending hair and nail care products for the salon
- Ensured facility operated according to all safety and regulatory guidelines.
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Established foundational processes for business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated suppliers to maintain cost controls and improve operations.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Generated revenues yearly and effectively capitalized on industry growth.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
- Discovered areas of improvement by generating quarterly operational and sales reports.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Trained new employees on proper protocols and customer service standards.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Education
Bachelor of Science - Healthcare Administration
Mid-America Christian University
Oklahoma city, okSkills
- Staff Management
- Personnel Training and Development
- Client Relations and Retention
- Sales Expertise
- Customer Service
- Time Management
- Exceptional Telephone Etiquette
- Effective Workflow Management
- Customer Relations
- Employee Scheduling
- Verbal and Written Communication
- Microsoft Excel
- Policy Enforcement
Certification
Business and Management Principles Customer Relationship Management Strategic Planning Human Resources Modeling Data Evaluation Resource Allocation Training and Development Team Building Community Relations, Certified Medical Administration Assistant
Timeline
Direct to Customer (DTC) Administrator
Alpha Omega Winery LLC
10.2021 - 09.2023
Business Office Manager
LumaBlue lighting
01.2012 - 01.2020
Medical Office Manager
Novi Neurology
01.2007 - 01.2011
Owner/Operator
M. P Hair and Nail Salon
01.2002 - 01.2006
Bachelor of Science - Healthcare Administration
Mid-America Christian University
Business and Management Principles Customer Relationship Management Strategic Planning Human Resources Modeling Data Evaluation Resource Allocation Training and Development Team Building Community Relations, Certified Medical Administration Assistant
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