Michele Mendoza
Abilene,TX
Summary
Detail-oriented office manager with a proven track record in enhancing workflow efficiency and customer satisfaction. Skilled in scheduling, inventory management, and clear communication.
Professional with high standards and results-driven approach, prepared for role of Office Manager. Skilled in team collaboration, adaptable to changing needs, and reliable. Proficiencies include administrative management, scheduling, budgeting, and staff coordination. Known for effective communication, problem-solving, and organizational skills.
Overview
8
8
years of professional experience
Work History
Office Manager
Terry's Automotive and Truck Repair
Abilene, TX
05.2024 - Current
- Organized daily operations to enhance workflow efficiency and productivity.
- Managed scheduling for staff and appointments, ensuring optimal resource allocation.
- Maintained inventory levels, coordinating with suppliers for timely restocking of parts.
- Implemented office procedures to streamline communication between departments.
- Oversaw customer service interactions, resolving issues to improve client satisfaction.
- 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.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Call Center Representative and ITM Teller
Abilene Teachers Federal Credit Union
Abilene, TX
06.2021 - 05.2024
- Managed high-volume inbound calls, providing accurate information and support to members.
- Resolved customer inquiries efficiently, ensuring satisfaction and retention through effective communication skills.
- Documented member interactions in CRM system, maintaining detailed records for future reference and follow-up.
- Assisted in training new representatives on systems and processes, enhancing team performance and service quality.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Call Center Representative
Cooperative Response Center
Abilene, TX
04.2018 - 06.2021
- Managed high-volume inbound calls, ensuring efficient customer service and issue resolution.
- Developed training materials to enhance onboarding processes for new representatives.
- Implemented quality assurance measures to improve call handling consistency and accuracy.
- Collaborated with cross-functional teams to streamline communication and workflow processes.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Abilene High School
AbileneSkills
- Customer service
- Office management
- Organizational skills
- Office administration
- Data entry
- Customer relations
- Clear oral/written communication
- Billing
- Scheduling and calendar management
- Administrative support
- Payroll processing
- Bookkeeping
- Document management
- Payroll and budgeting
- Clerical support
- Staff hiring
- Multitasking Abilities
- Reliability
Accomplishments
- Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs.
Languages
Spanish
Limited Working
Timeline
Office Manager
Terry's Automotive and Truck Repair
05.2024 - Current
Call Center Representative and ITM Teller
Abilene Teachers Federal Credit Union
06.2021 - 05.2024
Call Center Representative
Cooperative Response Center
04.2018 - 06.2021
High School Diploma -
Abilene High School