Nicole Gilbert
Greenville
Summary
Dynamic office manager with extensive experience at Jackson Hewitt, excelling in client relations and workflow coordination. Proven ability to enhance operational efficiency and train staff effectively. Skilled in tax document preparation and maintaining confidentiality, fostering a positive environment that drives team success and client satisfaction.
Overview
7
7
years of professional experience
Work History
Receptionist
H&r Block
Troy, OH
01.2018 - 04.2018
- Greeted clients and scheduled appointments using H&R Block's internal scheduling system.
- Managed incoming calls and directed inquiries to appropriate departments efficiently.
- Provided clerical support by organizing client files and maintaining accurate records.
- Assisted in preparing tax documents, ensuring all necessary information was collected accurately.
- Maintained a clean and welcoming reception area to enhance client experience.
- Addressed client questions and concerns promptly, fostering positive relationships.
- Collaborated with team members to streamline office procedures and improve service delivery.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Corresponded with clients through email, telephone, or postal mail.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
Office Manager/Tax Professional
Jackson Hewitt
Greenville, OH
01.2011 - 04.2015
- Coordinated daily operations, ensuring smooth workflow and adherence to company policies.
- Managed office supplies inventory, optimizing procurement processes for cost efficiency.
- Implemented scheduling systems to enhance staff productivity and customer service response times.
- Developed training materials for new hires, fostering team collaboration and knowledge sharing.
- Led team meetings to address challenges and strategize solutions, promoting a positive work environment.
- 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.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Education
GED - Accounting
Greenville Senior High
Greenville, OH05.1993
Skills
- Client relations
- Appointment scheduling
- Call management
- Record keeping
- Tax document preparation
- Front desk operations
- Customer service
- Confidential information handling
- Office supply management
- Staff training and development
- Workflow coordination
- Team collaboration
- Problem resolution
- Inventory management
- Communication skills
- Performance evaluation
- Data entry
- Customer/Client relations
- Administrative support
- Cash handling
Timeline
Receptionist
H&r Block
01.2018 - 04.2018
Office Manager/Tax Professional
Jackson Hewitt
01.2011 - 04.2015
GED - Accounting
Greenville Senior High