Susan Owney
Monticello,FL
Summary
Dynamic Front Office Manager at OutbackTime Inc. with a proven track record in optimizing workflows and enhancing customer satisfaction. Skilled in effective multitasking and complaint handling, I successfully trained staff and implemented communication protocols, contributing to a seamless guest experience and fostering strong relationships. Committed to operational excellence and team development.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front Office Manager
OutbackTime Inc.
03.2014 - Current
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Oversaw scheduling and coordination of appointments for multiple departments.
- Trained and mentored new staff on office procedures and customer service standards.
- Implemented streamlined communication protocols between departments to enhance efficiency.
- Resolved guest inquiries and complaints promptly, maintaining high satisfaction levels.
- Developed and maintained filing systems to ensure accurate record-keeping and retrieval.
- Managed inventory and ordered office supplies, maintaining optimal stock levels for uninterrupted workflow.
- Handled high-volume phone calls with professionalism, redirecting inquiries to appropriate departments while maintaining excellent customer service standards.
- Assisted in the preparation of financial reports and invoices, contributing to accurate record-keeping and timely payment processing.
- Resolved customer complaints effectively by listening attentively, empathizing with their concerns, and providing prompt solutions tailored to individual needs.
- Maintained a high standard of cleanliness within the reception area by performing routine upkeep tasks, creating a welcoming atmosphere for visitors.
- Trained new staff members on company policies and procedures, promoting adherence to established guidelines and fostering a positive work environment.
- Addressed maintenance issues proactively by coordinating with facilities management or vendors to ensure a safe working environment.
- Utilized advanced software tools to manage client data securely while maintaining confidentiality standards.
- Contributed to revenue growth by upselling additional services or products whenever possible during client interactions.
- Enhanced customer satisfaction by efficiently managing front desk operations and addressing guest concerns promptly.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- 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.
Education
No Degree - Medical Assistant
Anthem College
Phoenix, AZ01-2010
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Scheduling and calendar management
- Operations management
- Issue handling
- Data entry
- Schedule management
- Relationship building
- Reservations assistance
- Exceptional communication
- Guest relations
- Inventory control
- Employee supervision
- Complaint handling
- Listening skills
Certification
- Certified Medical Assistant License - 2010
Timeline
Front Office Manager
OutbackTime Inc.
03.2014 - Current
No Degree - Medical Assistant
Anthem College
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