Summary

Overview

Work History

Education

Skills

Timeline

Anna Osborne

Norton,United States

Summary

Productive Office Management and Administration Professional with excellent skills in customer service, office management and administrative support. Adept at working with colleagues and customers of all backgrounds. Team builder and clear communicator with strong problem solving and planning skills. Remains professional and tactful in all situations, with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records. Experienced in optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

Overview

years of professional experience

Work History

Central/Exterior Sales Coordinator

Lowe’s

Wise, VA

10.2020 - Current

Works within system-based work queue to identify activities ready for review.
Manages quote requests, reviews project details and measurements submitted by the Service Provider (i.e., installer) and validates whether everything needed has been provided.
Approves or rejects the information submitted by the Service Provider and follows up as needed to obtain required information.
Uses information submitted from the Service Provider to create an initial quote (in the installed sales selling tool) that is subsequently submitted to the Store for final processing and delivery to customer.
Works in various internal selling and project management systems to obtain and verify information related to service requests and to communicate with others involved in the quoting process.
Sends, receives and responds to questions from Stores and Service Providers related to quote details and escalates issues/questions when appropriate; communicates with others via phone, email and other communication applications.
Organizes work processes to ensure the most efficient work flow while collaborating with others (i.e., Service Providers, Stores, peers).
Provides peers and leadership team with relevant and timely information when needed to support their decisions and work activities.
Provides relevant feedback to Supervisor regarding what is working well and not working with the centralized quote model.
Provides feedback to Supervisor regarding the process of Stores qualifying customers to help determine gaps in the process.
Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
Resolved issues through active listening and open-ended questioning, escalating major problems to Central Production Office.
Onboarded new customers efficiently by developing database listings, uploading information and defining related lists.
Maintained complete database of files, contacts and project materials.
Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals.
Researched, gathered and edited proposal materials.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.
Employed closing sales techniques, upselling and customer loyalty incentives to boost sales
Set up appointments with potential and current customers to promote new products and services.
Improved office operations by automating client correspondence, record tracking and data communications.
Collaborated with other teams to identify areas of opportunity and implement changes to optimize sales operations and reporting.
Maintained CRM database with customer updates and report generation.
Coordinated special projects and managed schedules.
Sourced vendors for special project needs

Substitute Teacher/ Secretary

Norton City Schools

Norton, VA

08.2011 - 08.2021

Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
Worked long-term for regular classroom teacher, managing assignments, student needs and recordkeeping.
Kept students on-task with proactive behavior modification and positive reinforcement strategies.
Implemented outlined grading and assessment techniques to document growth, development and knowledge advancements during teacher absence.
Assigned, explained and graded homework.
Administered standardized assessments with strict requirements and documented information in permanent records.
Organized lesson plans using teaching software for long-term interim assignments.
Performed clerical and administrative support duties to optimize workflow procedures.
Answered multi-line telephones and greeted visitors and parents to facilitate office operations.
Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Assisted coworkers and staff members with special tasks on daily basis.
Managed filing system, entered data and completed other clerical tasks.

Team Lead /Trainer/ CSR

Si International

Clintwood, VA

01.2005 - 02.2006

Assisted Federal Employees with their TSP Retirement accounts processing withdrawals, beneficiary payments, making financial changes to their TSP account.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Aided large volume of customers every day with positive attitude and focus on customer satisfaction.
Answered constant flow of customer calls with minimal wait times.
Built strong relationships with customers through positive attitude and attentive response.
Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.

Travel Agent/Customer Support

Travelocity