Sondra Duggan
Customer Service/Office Manager
Omaha,NE
Summary
Diligent and dedicated professional with a strong background in customer service. Efficiently resolves customer inquiries, consistently maintaining high satisfaction rates. Skilled in leveraging communication and problem-solving abilities to enhance the overall customer experience. Experienced in office administration, overseeing daily operations and ensuring smooth workflows. Utilizes organizational and leadership skills to maintain efficiency and support team productivity. Proficient in office software, scheduling, and resource allocation, driving operational success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
OTC Inventory Clerk
Osterhaus Pharmacy
06.2022 - 07.2024
- Completed physical inventory counts each month.
- Verified incoming products and checked delivery totals to keep system records current and accurate.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Maintained inventory count, tracked usage, and documented variances.
- Maintained strong vendor connections by arranging pricing and delivery structures and managing specific shipment or paperwork concerns.
- Reduced stock shortages by maintaining accurate records of incoming and outgoing shipments.
- Managed returns and exchanges smoothly, minimizing disruptions to inventory flow and ensuring customer satisfaction.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues related to inventory.
- Assisted in physical inventories, verifying counts against existing records for improved accuracy in reporting data.
- Kept detailed records of damaged or defective products, ensuring timely returns or disposals as needed.
- Collaborated with team members to achieve a well-coordinated inventory management system.
- Improved order fulfillment times with efficient picking, packing, and shipping processes.
- Performed data entry and completed proper paperwork.
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
- Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.
Office Manager
4th Generation Painting & Decorating
02.2009 - 04.2024
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
BDC Agent
Brad Deery Ford
01.2021 - 02.2022
- Handled inbound leads via phone and internet and directed to appropriate contact.
- Made average of 50-60 outbound and inbound calls per day.
- Utilized consultative selling skills to identify key trends.
- Collaborated with sales team to ensure consistent messaging and seamless customer experiences.
- Managed inbound calls efficiently, resolving concerns and facilitating vehicle sales appointments.
- Supported dealership staff by swiftly attending to administrative tasks as needed during busy periods or absences of colleagues.
- Tracked customer interactions using CRM software, ensuring timely follow-ups and accurate recordkeeping.
- Participated actively in ongoing training programs provided by the dealership to continuously improve skills.
- Reduced appointment cancellations by proactively confirming dates and times with clients.
- Overcame objections using friendly, persuasive strategies.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
General Manager
Vinny Vanucchi's Restaurant
07.2015 - 02.2020
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Interacted well with customers to build connections and nurture relationships.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Formulated policies and procedures to streamline operations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
Activities Assistant
Luther Manor Nursing Home
08.2015 - 07.2016
- I started out in Housekeeping, but soon switched to Lead Cook preparing Breakfast and Lunch for the residents
- I then transferred to Activities Assistant and loved my job working and entertaining the resident
- Enhanced resident engagement by organizing and leading diverse activities such as arts, crafts, games, and outings.
- Facilitated smooth transitions between activities through efficient set-up and break-down procedures, minimizing downtime for participants.
- Planned, coordinated, and implemented activities to address needs of participants with varying abilities.
- Scheduled movies, entertainment, and other special events.
- Helped residents build and maintain interpersonal relationships, social skills, mental abilities, and confidence.
- Promoted exceptional quality of life for residents by innovating, organizing, and conducting entertaining and stimulating activities.
- Engaged residents through events, small groups, and personal attention.
- Demonstrated flexibility and adaptability when faced with unforeseen circumstances or changes to scheduled programming, ensuring a consistently enjoyable experience for residents.
Cook/Server
Buddy's Clubhouse
05.2012 - 08.2015
- Cooking and serving customers in a locally owned restaurant
- Setting up website
- Setting up and serving for lunches and dinners
Sales Manager/Guest Service Manager
Clarion Hotel by Choice Hotels
05.1992 - 12.1996
- I started as a Guest Service Agent, promoted to Sales Department
- My responsibilities included booking blocks of Rooms for Company Conventions, Wedding, College World Series
- Worked as Manager for Guest Service, check in and out, and running Housekeeping
- Night Audit Set standards for Budgets
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Increased sales revenue by developing and implementing effective sales strategies.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Built relationships with customers and community to establish long-term business growth.
- Managed accounts to retain existing relationships and grow share of business.
- Expanded market share by identifying and penetrating untapped markets.
Education
Associate - Dental Assisting, Business
Metro Technical Community College
Omaha, NE06.1990
High school diploma -
Daniel J Gross High School
Omaha, NE05.1981
Skills
- Accounts Receivable
- Profit & Loss
- Office Management
- Customer relationship management
- Budgeting
- Events Management
- Event Planning
- Restaurant Management
- Negotiation
- Night Audit
- Guest Services
- Sales Management
- Personal Assistant Experience
- Microsoft Powerpoint
- Business development
- Accounts payable
- Microsoft Office
- Shipping and receiving
- Order picking and processing
- Shipping and packaging
- Teamwork and Collaboration
Certification
Driver's License
References
Marie Rossman, Retired Educator, 1-563-940-8206, Connie Helmick, Office Administrator/Payroll Clerk, 402-301-4644, Alisha Yarohlem, 563-503-8363, Christy Benson, 563-581-0193
Personal Information
Authorized To Work: US
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
OTC Inventory Clerk
Osterhaus Pharmacy
06.2022 - 07.2024
BDC Agent
Brad Deery Ford
01.2021 - 02.2022
Activities Assistant
Luther Manor Nursing Home
08.2015 - 07.2016
General Manager
Vinny Vanucchi's Restaurant
07.2015 - 02.2020
Cook/Server
Buddy's Clubhouse
05.2012 - 08.2015
Office Manager
4th Generation Painting & Decorating
02.2009 - 04.2024
Sales Manager/Guest Service Manager
Clarion Hotel by Choice Hotels
05.1992 - 12.1996
High school diploma -
Daniel J Gross High School
Associate - Dental Assisting, Business
Metro Technical Community College
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