Paula Dieckman
Georgetown
Summary
Proven leader with extensive experience in small business operations and customer relations, notably at American Pressure Wash and the City of Georgetown. Excelled in human resource management and financial planning, boosting productivity and customer satisfaction. Skilled in relationship building and administrative oversight, consistently achieving operational excellence and profitability. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Owner/Office Manager
American Pressure Wash
10.2000 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Discovered areas of improvement by generating quarterly operational and sales reports.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- 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.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Controlled finances to lower costs and keep business operating within budget.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Caregiving
11.2001 - 07.2024
Left outside employment to raise two children and help get American Pressure Wash built into the business it is today.
Utility Dispatcher
City of Georgetown
08.1999 - 01.2001
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Analyzed customer feedback and provided solutions to improve customer service.
- Sent out drivers to assist hourly callers based on locations, needs and worker availability.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Monitored flow of paperwork and directed information to appropriate departments.
- Utilized customer feedback to improve customer service.
- Provided customers with information on products and services.
Education
Associate of Science - Criminal Justice
Blackhawk Technical College
Janesville, WI05.1998
Skills
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
- Staff hiring
- Business launch
- Administrative Oversight
- Bidding processes
- Financial Planning
- Budget Development
- Human Resource Management
- Attention to Detail
- Customer Service
Timeline
Caregiving
11.2001 - 07.2024
Owner/Office Manager
American Pressure Wash
10.2000 - Current
Utility Dispatcher
City of Georgetown
08.1999 - 01.2001
Associate of Science - Criminal Justice
Blackhawk Technical College