MICHELE RIMA

• Maintained detailed caregiver and client records, processed mail, and performed data and reporting analysis to support operational decisions.
• Managed incoming calls, greeted guests, and served as the primary point of contact while supporting lead tracking and accurate information flow.
• Improved internal accuracy and consistency by creating and updating processes and SOPs.
• Assisted with client billing requests and prepared documentation and materials for weekly new‑hire orientations.
• Managed office inventory and supported scheduling updates to ensure timely communication between clients and caregivers.
• Produced weekly reporting and analysis in Google Sheets to support decision‑making and operational planning.
• Strengthened local visibility by optimizing Google My Business (GMB) listings and maintaining accurate digital information.

• Maintained strong area rep relationships through ongoing discussions about new products, pricing updates, monthly specials, and promotional opportunities.
• Evaluated new processes and provided feedback to improve vendor coordination and internal workflows.
• Assisted with purchasing and inventory coordination, ensuring accurate tracking of vendor‑supplied products.
• Supported marketing operations by maintaining accurate social media listings and promotional materials that aligned with vendor offerings.
• Oversaw staff performance, cleanliness standards, and regulatory compliance, while also managing all artist communication, coordinating weekly bookings, and resolving scheduling or contract‑related issues to ensure smooth event operations.

(Layoff due to company RIF)

• Created and tracked weekly compliance packets for suppliers, ensuring all documentation met ABC Board requirements.
• Communicated daily with sales to clarify requirements, and resolve discrepancies related to product distribution.
• Maintained accurate supplier and product records across multiple databases to support compliance and operational decisions.
• Processed invoices and expense reports with high attention to detail, identifying and correcting errors when needed.
• Managed office workflows including mail processing, inventory, ordering supplies, incoming calls, and customer inquiries to support smooth vendor and client operations.

• Entered 30-60 loads daily on average for truck drivers statewide with heavy data entry on all orders, paying very close attention to detail to ensure accuracy.
• Coordinated with contractors and shipping partners to schedule appointments, confirm details, and resolve delivery discrepancies.
• Assisted with account reconciliations and purchase order corrections, identifying errors and ensuring accurate vendor billing.
• Maintained detailed records for accounting by scanning and processing load sheets for all orders.
• Managed key accounts and maintained strong communication with clients to ensure timely updates and issue resolution while achieving monthly and quarterly budget goals within the department each month.

Career Progression: Support Member - Team Lead - Travel Agent - Assistant Manager - Operations Manager

• Played a pivotal role in building a new back‑office department from the ground up, designing workflows, defining operational structure, and authoring all SOPs to ensure consistency and compliance.
• Recognized for exceptional leadership and cross‑department collaboration, earning a nomination for Outstanding Support in 2010 and receiving the award in 2011.
• Responded to customer requests via email and phone in a fast‑paced environment, analyzing documents for proper distribution, filing, and follow‑up.
• Provided direct support to the Chief Operations Director, including research, report auditing, travel arrangements, and oversight of multiple travel agent teams across the United States.
• Documented and resolved client issues, contributing to contract renewals and improved customer satisfaction.
• Created detailed client reports highlighting revenue growth, performance metrics, goals, and accomplishments for executive leadership each month.

• Maintained high levels of confidentiality while creating client files, reports, and records.
• Managed mail distribution, answering phone calls, meeting minutes, inventory control and the ordering of supplies.
• Composed and drafted all outgoing correspondence, scheduled meetings and showings, and maintained all website maintenance and marketing materials for supervisor.