TIMIKA MOORE BROWN
Oswego,IL
Summary
Highly skilled Business Office Manager with background in overseeing operational efficiencies, managing staff and ensuring smooth-running office environments. Strengths include strategic planning, budgeting, project management and team leadership. Previous roles have resulted in improved productivity, streamlined processes and cost reductions. Demonstrates strong communication skills combined with ability to handle multiple tasks simultaneously.
Overview
25
25
years of professional experience
Work History
Business Office Manager
Reliable Medical Supply LLC
Aurora, Illinois
06.2024 - Current
- Managed daily operations of the business office efficiently.
- Coordinated staff schedules to ensure adequate coverage and support.
- Implemented process improvements to enhance office workflow.
- Trained new employees on office procedures and software systems.
- Ensured compliance with company policies and regulatory requirements.
- Facilitated communication between departments to promote collaboration.
- Processed invoices, purchase orders and other related paperwork required for business operations.
- Maintained employee records, including payroll, vacation time and benefits information.
- Monitored accounts receivable, advising of delinquencies or other account irregularities.
- Handled confidential company information in accordance with established protocols.
- Ordered supplies when necessary to keep the office running smoothly.
- Organized filing systems for easy retrieval of documents.
- Assisted with HR activities such as recruitment, interviewing candidates and onboarding new hires.
- Implemented policies and procedures to ensure compliance with local regulations.
Customer Service Manager
Reliable Medical Supply DME
Aurora, IL
06.2023 - Current
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Developed policies and procedures related to customer service operations.
- Developed training programs for new staff on product knowledge and service skills.
- Managed customer service team to ensure timely responses and high satisfaction.
- Implemented feedback systems for continuous improvement in service delivery.
- Coordinated communication between departments to resolve customer issues efficiently.
Customer Service Manager
Oasis Financial
Rosemont, IL
05.2012 - 01.2023
- Managed daily call center operations, overseeing a team of 40 customer service representatives.
- Assessing agent performance and provided feedback.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Developed and implemented staff training and mentoring programs.
- Monitored and assessed staff calls for quality assurance purposes.
- Determined training needs and defined accurate plans for decreasing process lags.
- Approved time off requests and prepared staff schedules.
- Managing department call volume and coordinated department schedules to maximize coverage during peak hours.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Following through with client requests to resolve problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Creating a customer support strategy to increase customer retention.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Worked with the marketing department to launch and manage promotional campaigns to increase applications.
Customer Service Representative
Comcast Cable Company
05.2008 - 05.2012
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Monitored customer service operations to assess agent performance and provide feedback.
Customer Service Manager
Value City Department Store
Harwood Heights, IL
05.2000 - 01.2008
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Monitored customer service operations to assess agent performance and provide feedback.
Education
High School Diploma -
Charles Allen Prosser Academy
Chicago, IL06.1996
Skills
- Customer service
- Project Management
- Schedule Coordination
- Training Management
- Productivity Standards
- Performance Improvements
- Employee Engagement
- Quality Controls
- Strategic Planning
- Sales and Marketing
- Office management
Timeline
Business Office Manager
Reliable Medical Supply LLC
06.2024 - Current
Customer Service Manager
Reliable Medical Supply DME
06.2023 - Current
Customer Service Manager
Oasis Financial
05.2012 - 01.2023
Customer Service Representative
Comcast Cable Company
05.2008 - 05.2012
Customer Service Manager
Value City Department Store
05.2000 - 01.2008
High School Diploma -
Charles Allen Prosser Academy
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