Experienced and skilled Administrative and Customer Service Manager. Attributes include the ability to work independently as a manager and team member. Possess superior leadership, organizational, writing and communication skills. Technically adept with a wide range of software. Experienced in enhancing operational functionality and providing excellent client service. Encouraging manager and 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. Dedicated to applying training, monitoring and morale-building abilities to enhance customer engagement and boost customer relations.
Hi, I’m
NATASHA STRONG
Coral Springs,FL
Summary
Overview
24
years of professional experience
Work History
City of Coral Springs
Building Department Supervisor
07.2014 - Current
Job overview
- TRAKiT Super User
- Creation, implementation and supervision of e-permitting process for all permit types
- Supervise, train and coach Permit Services Reps and Customer Care Call Center staff
- Manages the daily operations of the staff, ensuring efficiency
- Daily balance of credit card payments between Elavon and TRAKiT
- Daily transfers from TRAKiT to finance software Munis
- Budget/Business Plan Coordinator, high-level participation in the preparation of the division's yearly budget and approval process
- Monitoring of expenditures within the fiscal year to ensure adherence to the approved budget
- Maintains, tracks and procures department inventory and supplies including cell phones and iPads issued to field employees
- Supports administration of Q-Less customer management solution
- Responsible for updating the departments measures on the City's ClearPoint Strategy platform
- Administration of Building Code Cases
- Coordination and management of multiple ad hoc projects as required by the Department
- Preparation of quarterly/monthly reports for Department
- Provide executive/technical support to the Building Official
- Customer care point of contact for external customers as well as fellow employees in addressing questions related to department's operations and policies
- Preparation and submission of employee requisitions, new hire/termination documentation, and the update of any changes in current employee statuses
- Bi-weekly preparation and approval of direct report employees
- Liaison official on behalf of the department to various departments and committees
- Yearly Building Safety Inspection Program
- Work alongside the Emergency Management Department in reviewing, updating and implementing the Department's Continuity of Operations Plan (COOP) as well as Emergency Operations Plan.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Built relationships with current customers to maintain goodwill and gain additional business.
Platinum Fundraising
Office Manager
01.2014 - 07.2014
Job overview
- Main point of contact for external customers by all available communication mediums including digital email, written mail correspondence, in-person meetings, and telephonic conversations
- Review of client complaints and resolution management
- Management of complex and escalated customer service issues from the front-line team
- Responsible for the planning, coordination and supervision of all operational activities of the customer service team, including ensuring the availability of all necessary resources and tools required for providing quality service to the clients
- Define and communicate organizational standards for the customer service team
- Maintained in excess of 500 customer relationships by engaging clients through service review interviews and surveys with the goal of enhancing service standards
- Provided team leadership in the prioritization and delegation of tasks; ensuring maximum functional efficiency of the department
- Maintenance and evaluation of reporting mechanisms and client databases for informational accuracy
- Responsibilities also incorporated the identification and implementation of strategies with the ultimate goal of improving service quality, productivity and profitability
- Liaison with senior company management to support and implement growth strategies
- Coordination and management of departmental special projects and initiatives.
Walt Disney World
Customer Support Specialist
01.2010 - 01.2014
Job overview
- Provided high-level customer service to existing and new Walt Disney World Guests while matching their wishes and desires with relevant Walt Disney World products and services
- Delivered Disney World‐Class service throughout the entire sales process
- Achieved and exceeded corporate goals for the actual bookings and enhanced sales activities measured by the conversion of calls to actual sales
- Strove to exceed the expectations of each guest by demonstrating empathy and unsurpassed professionalism during each call.
Gulf Capital Finance Corporation
Office Manager
01.2004 - 05.2011
Job overview
- Preparation, maintenance, and review of all client financial records, invoices, contracts and purchase orders
- Performed daily financial accounting of corporate accounts, daily accounts receivable, inclusive of cost comparable analysis for products and services
- Implemented marketing plans for expanding and maintaining client base
- Preparation, evaluation and summary of both monthly and annualized company financial reports
- Played an integral role in the creation and management of annual budgets exceeding three million dollars
- Responsible for corporate compliance and adherence to Anti Money Laundering statutes (AML) and all industry related banking and FENCEN BSA regulations
- Daily responsibility included the evaluation of client credit worthiness and extending financial credit to qualified individuals for approximately thirty dealerships nationwide
- Provided ongoing customer support and service to client base as a specialist in high dollar value transactions.
American Airlines
Account Representative
11.2000 - 01.2004
Job overview
- Compilation, analysis and preparation of divisional financial reports as well as evaluation of marketing strategies to determine impact on corporate revenue
- Presentation of divisional revenue updates in order to provide recommendations for future marketing strategies and budgets
- Coordination of competitive pricing initiatives while implementing them into organizational marketing strategies
- Preparation of correspondence, proposals and presentations to support sales activities
- Administration of human resource and administrative functions for Sales department
- Managed and maintained high value corporate accounts in a call center environment
- Provided point of contact for client requests to address escalated issues while utilizing service skills and product knowledge to solicit/increase traffic from existing and potential shippers.
Pan Am International Flight Academy
Human Resource Specialist
11.1998 - 11.2000
Job overview
- Payroll reporting for seven facilities across the United States
- Aided in the interview and selection process for all new hires as well as processing of all new hires company wide
- Responsible for maintenance of employee files according to state law, IRS statutes and insurer regulations
- Maintained regulatory records for contract and employee drug testing according to existing FAA regulations
- Assisted with the development and implementation of contracts for sales and acquisitions
- Duties included the drafting of contracts to be negotiated and well as assisting with the finalization of binding corporate agreements
Education
Embry-Riddle Aeronautical University - Daytona BeachDaytona Beach, FL
Bachelor of Science from Business Management and Technical Operations
03.1998
University Overview
Miami-Dade Community CollegeMiami, FL
Associate of Science from Management
07.1994
University Overview
Skills
TECHNICAL SKILLS
- TRAKiT/ETRAKiT Systems
- Microsoft Window Operating System and Applications
- MS Office – Word, Access, Excel, PowerPoint, Outlook
- Q&A Database, Citrix Database, QuickBooks, AS400, OneSolution, OnBase
- Sungard Community Development Software for Project Management
PRACTICAL SKILLS:
- Expert in the initiation and maintenance of vendor and client relationships
- Highly experienced in Project Management and Coordination
- Motivational Leadership
- LinkedIn Learning Trainer
Additional Information
Additional Information
Struggle Well Trainer
Peer Support
Leadership Development Team Member
Timeline
Building Department Supervisor
City of Coral Springs
07.2014 - Current
Office Manager
Platinum Fundraising
01.2014 - 07.2014
Customer Support Specialist
Walt Disney World
01.2010 - 01.2014
Office Manager
Gulf Capital Finance Corporation
01.2004 - 05.2011
Account Representative
American Airlines
11.2000 - 01.2004
Human Resource Specialist
Pan Am International Flight Academy
11.1998 - 11.2000
Embry-Riddle Aeronautical University - Daytona Beach
Bachelor of Science from Business Management and Technical Operations
Miami-Dade Community College
Associate of Science from Management
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