Summary
Overview
Work History
Education
Skills
Timeline
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Tanya Oliver

Petaluma,CA

Summary

Enthusiastic Administrative Professional with expertise in anticipating professional needs and proactively identifying and resolving problems. Bringing proven ability to promote organization and availability through effective schedule development. Excellent customer service and conflict management skills.

Overview

21
21
years of professional experience

Work History

Affiliate Relations Manage

One Legal, LLC
Petaluma, CA
01.2017 - 06.2020
  • Onboarded and trained new affiliates to keep team efficient and prepare team members with new affiliates
  • Successfully replaced 6 branch offices with an affiliate model in a 6 months
  • Negotiated and administered new contracts for court services and process service business
  • Interpreted contact terms and coordinated solutions to resolve disputes between team and service providers
  • Mitigated business risks by analyzing contracts' potential impacts and avoiding unfavorable terms
  • Maintained Affiliate database with contract, vendor and customer information
  • Compiled required documentation such as license and to keep contracts compliant
  • Managed, supervised and controlled execution of all affiliate contracts for physical services
  • Contacted managers and department supervisors to assess requirements
  • Adjusted procedures as needed to maximize department effectiveness
  • Assessed areas of service concern and developed improvement plans

Central Fulfillment Manager

One Legal, LLC
Novato, CA
06.2007 - 01.2017
  • Established and maintained 150 vendor partnerships
  • Managed over $60,000 in monthly transactions
  • Resolved escalated customer issues in a timely manner
  • Gathered and reviewed customer feedback to improve operations
  • Established operational objectives and work plans. Delegated assignments to subordinate managers
  • Met deadlines by proactively managing individual and team tasks
  • Assessed Employee performance and developed improvement plans
  • Engaged employees in business process with positive motivational techniques
  • Addressed all personnel issues promptly and professionally

Lead Customer Support

One Legal, LLC
Novato, CA
04.2006 - 05.2007
  • Effectively managed high volume of inbound and outbound customer calls
  • Described solutions to customers to assist in problem resolution
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base
  • Analyzed issues to identify troubleshooting methods needed for quick remediation
  • Helped streamline repair processes and update procedures for support action consistency

EServices/New Hire Trainer

One Legal, LLC
Novato, CA
03.2005 - 04.2006
  • Created and managed new employee orientation training process for all new hires and previous employees
  • Reviewed and edited all training materials for accuracy and company policy compliance
  • Delivered customer training via Webex training classes
  • Delivered training to court personal for new electronic court services
  • Organized and edited training manuals, multimedia visual aids and other educational materials

Administrative/Accounting/HR Assistant

One Legal, LLC
San Rafael, CA
02.2003 - 03.2005
  • Ordered and distributed office supplies for Corporate and 20 other branch operations while adhering to office budget
  • Managed equipment and office leases
  • Managed monthly reports for upper management
  • Organized travel arrangements for company meetings
  • Planned company events, office moves and closures
  • Organized all new hire paperwork and employee records for each department
  • Assisted with employee benefits, compensation and scheduling
  • Evaluated time cards for all office locations for payroll submission

Branch Manager

One Legal, LLC
San Rafael, CA
06.1999 - 03.2003
  • Managed daily branch operations
  • Prepared 20-30 court documents for filing daily
  • Submitted close of day reports to Accounting for proper billing
  • Resolved escalated customer issues in a timely manner
  • Opened new customer accounts

Education

High School Diploma -

Novato High School
Novato, CA
1996

Skills

Team Management

Vendor Relations

Internal and External Problem Resolution and Negotiation

Microsoft Office/EDMS/Jira/Proprietary Software

Contract Management

Excellent Organizational Skills

Ability to thrive in fast paced high pressure environment

Timeline

Affiliate Relations Manage

One Legal, LLC
01.2017 - 06.2020

Central Fulfillment Manager

One Legal, LLC
06.2007 - 01.2017

Lead Customer Support

One Legal, LLC
04.2006 - 05.2007

EServices/New Hire Trainer

One Legal, LLC
03.2005 - 04.2006

Administrative/Accounting/HR Assistant

One Legal, LLC
02.2003 - 03.2005

Branch Manager

One Legal, LLC
06.1999 - 03.2003

High School Diploma -

Novato High School

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Tanya Oliver