Customer Service Manager

Detail-Focused Office Administration executive

Trusted Confidante Offer Superior Support Deliver Consistent follow through

Leverage strong interpersonal communication skills to build solid coalitions across organizational lines. Demonstrate ambition and cooperation, combined with effective prioritization and organization of assigned tasks, ensuring departmental and organizational goals achieved. Maintain composure and positive demeanor during high-stress, fluctuating environments and deadlines, while offering consistent customer satisfaction.

Areas of Expertise

Microsoft Office products Team Building & Collaboration Customer Service & Satisfaction

Report Management Invoicing Scheduling Staff Development

Sales Promotions Specialized Project Support

Professional Experience

CB&I AREVA MOX Services, LLC – Savannah River Site, Aiken, SC April 2015 – Present

Records Management Specialist – Temporary Service Contractor

Ensure turnaround time commitments for project

Communicate and resolve challenges that prevent completion of work

Create and communicate file path structure

Work to Project and Document Control procedures

Recommend and support improvements to existing work processes

Ensure accuracy of data entry within project databases

Communicate with managers and project team

Assist with Processing Vendor submittals

Process Project Records for Retention in the Electronic Document Management System (EDMS -Documentum)

LAW OFFICES OF SHANE SMITH, Peachtree City, GA July 2013 – April 2015

Director of Intake / Paralegal Manager Handle multiple-line phone system, transferring clients appropriately to firm associates. Screen and evaluate potential clients, identifying unique needs, and promoting firm’s services and benefits. Confirm all lead calls are handled appropriately and efficiently by intake team and ensure client follow up calls completed within expected deadline.

Began as receptionist, advanced to intake team, and later promoted to lead intake manager. Chosen to fill temporary role of senior paralegal, signing 16 new clients in 3 days, exceeding firm’s goals while promoting exceptional customer service.

Improved team goals of signed contracts from year prior, comparing and identifying best avenues and trends for increased business based on monthly reporting metrics, targeting ideal client base.

Enhance client experience, improving customer service offerings and support, exceeding expectations.

Partner with team of 3 in assigned department, including collaborating with 5 case managers, verifying client files entered efficiently and information accurately documented.

Review reports from 10 lead generation companies, determining which are effective and recommending others to be omitted to founding attorney and office manager.

Verify clients are meeting with doctors referred to by attorneys while ensuring mutually beneficial relationship remains between both entities.

PALM BEACH TAN, Atlanta, GA; Aiken, SC 2012 – 2013, 2008 – 2011

Assistant Manager

Provided customers with tanning services, promoted products, and sold specialized packages. Managed up to 10 team members, based on varying seasonal staffing needs. Charged with handling and fulfilling routine store maintenance and cleaning procedures. Performed inventory, scheduling, creating team action plans, and disciplinary actions as needed.

Hired as tanning consultant, quickly promoted to assistant manager; delivered consistent excellent guest services, expanded client base and exceeded targeted sales goals.

Initiated monthly contest among associates, equipping with necessary product knowledge while promoting encouragement and confidence needed to increase sales, contributing towards achieving monthly store goals.

WESTERN ELECTRONIC DISTRUBTION / GORDON MARKETING, Myrtle Beach, SC 2012

Executive Assistant

Charged with offering project support, maintaining website with available products, updating social media pages, processing orders, handling incoming phone calls, creating invoices and credit and debit memos, and processing month-end reports.

Chosen to participate on selected major projects, completing delegated tasks within deadlines consistently while not compromising quality.

SAVANNAH RIVER SITE / Department of Energy, Aiken, SC 2010 –2011

Administrative Assistant – School to Work Program

Delivered project support, documentation, reporting, resume review and filing, maintained classified information, and updated multiple programs for projects.

Performed above expected duties and functions; given specialized assignments based on efficiencies and quality produced of tasks assigned.

Additional Related Experience

THE SUNSHINE HOUSE, Aiken, SC 2007 - 2011

Teacher

SUN STATION TANNING SALON, Aiken, SC 2006 - 2008

Assistant Manager

BRUSTER’S REAL ICE CREAM, Aiken, SC 2004 - 2006

Shift Leader

Education

Associate Degree, Applied Science with Major in Business Management,

Aiken Technical College, Aiken, SC, 2011

High School Diploma, South Aiken High School, Aiken SC, 2008

Professional Development

Certification, Basic Business, Aiken Technical College

Certification, Marketing Specialist, Aiken Technical College

Technical skills

Microsoft Office Suite, Outlook, Needles (law office software), GoDaddy (webpage editing), ACT! (Contact and Customer Relationship Software)

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