Victoria Collins
Morgantown,WV
Summary
Dynamic Office Manager at LMM Hotshot Services with proven problem-solving skills and a strong focus on customer service. Enhanced operational efficiency through streamlined processes and effective team delegation. Recognized for maintaining high-quality vendor relationships and delivering exceptional support, ensuring client satisfaction in high-pressure environments.
Overview
21
21
years of professional experience
Work History
Office Manager
LMM Hotshot Services
08.2018 - 09.2025
- Oversaw daily office operations, ensuring efficiency and organization across departments.
- Developed and implemented streamlined processes to enhance workflow and productivity.
- Managed scheduling for staff and coordinated logistics for service deliveries.
- Maintained accurate records of inventory, supplies, and equipment usage for operational efficiency.
- Facilitated communication between management and staff, fostering a collaborative work environment.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Completed bi-weekly payroll for 3 employees.
- Handled all incoming work and services calls with a friendly welcoming demeanor and attite no matter what challenges I was faced with.
Call Center Representative
Tellnet
07.2016 - 11.2020
- Managed high-volume inbound calls, providing exceptional customer service and support.
- Resolved customer inquiries promptly, ensuring satisfaction and loyalty.
- Documented interactions in CRM system, maintaining accurate records of customer engagements.
- Collaborated with team members to improve call handling processes and efficiency.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Responded to in coming emails and messages for complex and basic issues, in a fast effective and professional manner
Waitstaff Manager
Lakeside
01.2005 - 07.2016
- Started out as a waitstaff member and work my way up to Manager
- Resolved customer complaints promptly, maintaining a positive dining experience for all guests.
- Resolved customer complaints professionally and effectively, maintaining strong relationships with clientele.
- Established a positive work environment, promoting teamwork and open communication among staff members.
- Ensured smooth operations during high-volume periods by coordinating closely with other managers across departments.
- Recruited and trained new waitstaff personnel, providing rapid onboarding processes to integrate additional team members quickly.
- Supervised daily operations of waitstaff, ensuring exceptional service standards and guest satisfaction.
- Trained and mentored team members in service protocols and menu knowledge to enhance performance.
- Implemented efficient scheduling practices to optimize staffing levels during peak hours.
- Developed and maintained strong relationships with vendors for timely procurement of supplies.
- Conducted regular performance evaluations, providing constructive feedback to improve team effectiveness.
Education
High School Diploma -
University High School
MorgantownSkills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Inbound phone calls
Timeline
Office Manager
LMM Hotshot Services
08.2018 - 09.2025
Call Center Representative
Tellnet
07.2016 - 11.2020
Waitstaff Manager
Lakeside
01.2005 - 07.2016
High School Diploma -
University High School