Summer Thompson
Customer Service
Troy,MO
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
17
17
years of professional experience
Work History
Residential Coordinator Dispatch
Elite Mechanical Heating and Cooling
06.2024 - 01.2025
- Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 3-5 fleet vehicles.
- 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.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Managed customer accounts and invoicing.
Office Manager
Certified Plumbing & Drain Specialists, LLC
09.2016 - 09.2022
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed office operations while scheduling appointments for department managers.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Compared vendor prices and negotiated for optimal savings.
Customer Service Representative
Serco
10.2013 - 04.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Front End Manager
Westlake Ace Hardware
04.2008 - 07.2013
- Maintained strong customer relations and effective customer service standards.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Oversaw cashier operations, bookkeeping and security.
- Coached employees through day-to-day work and complex problems.
- Evaluated employee performance and made recommendations for improvements.
- Scheduled personnel according to skill sets and coverage needs, and made adjustments to meet unexpected demands.
- Motivated employees to perform at peak productivity with morale-boosting programs.
- Worked with security staff and law enforcement on shoplifting and vandalism response.
- Managed shelf inventory and customer-focused loss prevention strategies.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Monitored cash drawers in 5 checkout stations to verify adequate cash supply.
- Prepared weekly employee work schedules for team members.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Strategically scheduled 12 team members to maintain optimal staffing at all times.
Education
High School Diploma -
Kirkwood Sr. High School
Kirkwood, MO05.1992
Skills
- Policy and Procedure Modification
- CRM Software
- Office Management
- Staff Training
- Team Management
- Accounts Payable and Receivable Auditing
- Job Bidding
- Cash Flow and Reconciliation
- Profit and Loss Statements
- Deposit Collection
- Vendor Liaising
- Payroll Administration
- Intuit QuickBooks
- Managing Appointments
- Employee Timesheet Processing
- Resident monitoring
- Time management
- Multitasking Abilities
- Excellent communication
- Call answering and routing
- Decision-making
- Conflict resolution
- Professionalism
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Healthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit SharingWork-life balanceCareer advancementCertification
- CPR Certified
Timeline
Residential Coordinator Dispatch
Elite Mechanical Heating and Cooling
06.2024 - 01.2025
Office Manager
Certified Plumbing & Drain Specialists, LLC
09.2016 - 09.2022
Customer Service Representative
Serco
10.2013 - 04.2016
Front End Manager
Westlake Ace Hardware
04.2008 - 07.2013
High School Diploma -
Kirkwood Sr. High School
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