Pia Hosick Reeve
Celina,TX
Summary
Operations Manager with 9 years of experience directing operations, providing corporate vision and motivating team members by defining and communicating clear ideas and strategies. Hold team members accountable to drive results and eliminate obstacles. Apply Lean methodology to obtain continuous process improvement. Demonstrate an approachable leadership style to foster team member engagement including recognition.
Overview
22
22
years of professional experience
Work History
Patient Care Taker
Advocacy Partners
Albuquerque, NM
09.2022 - 09.2023
- Assisted patients with daily living activities, such as bathing, grooming and dressing.
- Collaborated with healthcare professionals to ensure proper care for each individual patient.
- Maintained a clean, safe environment in the patient's room or area of residence.
- Responded promptly to all requests from physicians, nurses and other staff members.
- Explained medical procedures and treatments to patients in simple language they could understand.
- Developed individualized care plans based on each patient's needs and preferences.
- Observed changes in patient behavior or physical condition and reported any issues immediately.
- Encouraged patients to participate in therapeutic activities, such as exercise programs or leisure activities.
- Provided companionship by engaging in conversation or playing games with the patient.
- Transported patients between hospital departments or outside facilities for tests or treatments.
- Managed multiple tasks simultaneously while providing quality care for each patient.
Client Service Manager
East Mountain Veterinary Service LLC
Edgewood, NM
09.2021 - 09.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
- Improved customer service wait times to mitigate complaints.
Operations Manager
Hertz
Albuquerque, Nm
07.2011 - 04.2019
- Empowered employees with conflict management abilities and strategies for retaining dissatisfied customers
- Supported back office procedures, including hiring and employment processes
- Maintained an onsite presence to ensure operations departments and teams met all company operational standards
- Established objectives for staff, monitored performance, and coached on strategies to improve results
- PR
- Recognized for excellence in building and motivating new productions to go with
- Hertz instead of competitor
- Aligned new initiatives with operational process by effectively coordinating plans, resources, and teams according to established procedures
- Handled business accounts and records with high accuracy and full compliance with applicable regulations
- Managed business plans, outlined policies, and coordinated resources to improve business operations and maximize utilization of personnel and materials resources
- Handled all aspects of successful Hertz Entertainment branch, including sales and service
- Checked-in and inspected returned rental items, noting condition of items on rental contracts
- Completed required paperwork such as rental reservations and contracts
- Answered customer questions and clarified service fees, company policies, and rental procedures
- Checked-in and inspected returned rental items, noting condition of items on rental contracts
- Resolved or escalated business problems to keep operations moving smoothly
- Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
- Implemented efficient workflow process improvement to enable more productivity without hiring additional staff
- Interviewed, hired, and onboarded new employees with qualifications matching requirements
- Implemented and monitored customer service standards for consistent interactions with guests
- Implemented office procedures by setting objectives to guide steady workflow.
Receptionist
Volutone
Simi Valley, Ca
02.2006 - 07.2009
- Answered incoming office calls over multi-line system and answered questions, took messages, or transferred to desired extensions
- Shared information about office hours, procedures, and requirements to resolve walk-up and telephone questions
- Greeted guests promptly and consistently set professional tone with friendly assistance
- Picked up, organized, and wiped down reception regularly to keep area professional and clean
- Accepted incoming mail and packages and routed to appropriate staff
- Helped gather supplies and set up spaces to coordinate meetings and office events
- Managed incoming and outgoing mail and deliveries to support efficient office operations
- Answered telephone calls to provide information, take messages and set up appointments
- Wrote and distributed professional, error-free correspondence such as internal memos, email responses and professional letters
- Resolved guest and staff issues independently by using strong organizational, conflict
- Jun 2021 management and decision-making abilities
- Greeted every visitor with friendly smile and immediate offer of knowledgeable assistance
- Set up meeting spaces, organized supporting materials and secured services such as catering for longer conferences
- Supported the work of office staff by providing skilled clerical assistance.
Assistant Front End Manager
Toys R Us
Thousand Oaks, Ca
02.2002 - 07.2006
- Coached employees on cashier job functions and provided cross-training for other front-end positions
- Prepared weekly schedules for cashiers, maintaining adequate coverage at peak shopping times
- Verified cashier compliance with directives such as checking for identification to sell alcohol and tobacco products
- Kept store safe by identifying and removing safety hazards such as spills and blocked exits
- Assisted cashiers in providing credits or refunds to customers
- Controlled shrinkage by observing cashier operations and customer behaviors
- Managed delivery of quality customer service, enabling staff to expeditiously service customers and provide good shopping experience
- Managed store independently in absence of store manager or assistant manager
- Worked with cashiers to resolve money issues such as shortages, overages, and counterfeit bills
- Helped resolve checkout problems and delays, including checking prices and issuing rain checks for out-of-stock sale items
- Reviewed daily reports in detail and resolved any identified discrepancies
- Boosted team performance by closely monitoring the work of each staff member and offering motivational support
- Scheduled front end to meet needs of business and keep team efficient
- Developed and optimized work schedules to cover expected workloads
- Trained new employees in clerical tasks and office policies to avoid misunderstandings and enhance productivity
- Supervised front end associates in fast-paced and demanding environment
- Obtained compliance with company policies and procedures in processing transactions with customers
- Evaluated customer issues and complaints and developed amicable solutions
- Balanced daily deposits and safe counts as required and prepared bank deposits
- Oversaw accounts payable and accounts receivable duties and interactions with vendors.
Education
High School Diploma -
Gorden Bernell Charter School
Albuquerque, NM 06.2021
Skills
- Data management Contract administration
- Operations oversight Performance optimization
- Customer service Relationship building
- Policy administration Oversee operations
- Financial management Customer relations
- Operations management Train employees
- Evaluate performance Enforce policies
- Administrative management Employee supervision
- Credit returns processing Fraud prevention
- Cash register operation File management
- Clerical support Multi-line telephone operation
- Reception desk management Answer telephone calls
- Route correspondence Greet visitors
- Spreadsheet tracking Customer relations
- Prioritization Multitasking
Additional Information
- I have had experience in the past working as a Preschool Teacher and Assistant at a Westlake Montessori in California in 1999 and worked at another Montessori School in Camarillo California as an assistant in 2002. I went thru the Montessori program to become a Teacher but unfortunately the Owners of the school never gave me my certification.
Timeline
Patient Care Taker
Advocacy Partners
09.2022 - 09.2023
Client Service Manager
East Mountain Veterinary Service LLC
09.2021 - 09.2022
Operations Manager
Hertz
07.2011 - 04.2019
Receptionist
Volutone
02.2006 - 07.2009
Assistant Front End Manager
Toys R Us
02.2002 - 07.2006
High School Diploma -
Gorden Bernell Charter School
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