Customer Service Manager

MARNI LONG

https://www.linkedin.com/in/marnilong

+1-720-***-**** ********@*****.***

Administrative / Executive Assistant/ Office Manager

Results-oriented administrator with more than 18 years’ experience in office administrative support, human resources and development. Credited with combining guidance and leadership support in employee related matters. Accomplished taking programs from concept to launch. Strategic business partner with demonstrated ability to build trust through confidentiality, influence decision-making and manage change to attain positive key results. Possess excellent organizational, analytical, interpersonal and people management skills. Proven expertise in building successful teams to achieve growth and drive change in culturally diverse work environments. Technical proficiency in Microsoft Office Suite.

New Program Launches

Cost Reductions

Strategic Planning/Analysis

Policy Administration

Microsoft Word, Excel, PowerPoint, Access, Outlook

Employee Relations

Performance Management

HR Administration

Proposal Development

Calendar Management

Training & Development

Team Management

Budgeting & Forecasting

On-Boarding

New Technology

Key Achievements

Improved performance with effective training and accountability efforts, supervising four location managers, four administrative assistants and five customer service representatives at SafeWay.

Acknowledged for leadership at SafeWay Driving Centers, Inc.

Championed the transition from brick and mortar locations to “at school” locations, resulting in a significant reduction in overhead and increased student/client attendance.

Increased competitive positioning by attending the annual TDTSEA, collaborating with special interest groups, learning district concerns and promoting professional development.

Problem Solving: Secured exasperated customers with patience and serving as a point of conflict resolution to accommodate complex scheduling.

Achieved development by increasing the client base by one-fourth, converting dozens of unhappy customers into satisfied clients resulting in a 60% referral business.

Professional Work History

SENTINEL REAL ESTATE, Leasing Consultant, Aurora, CO 2012 – 2015

Greet prospects and qualify. Demonstrate community and apply product knowledge to clients’ needs; close the sale. Have prospect complete application and secure deposit.

Update availability report, process applications for approvals. (i.e., credit check, rental history, etc.) Submit processed applications for approval. Type leases and additional paperwork, input into Yardi database.

Inspect models and available “market ready”. Ensure apartment is ready for resident to move-in on agreed date. Secure new residents’ signature(s) on appropriate paperwork prior to move-in. Orient new residents to community.

Accept rental payments and issue receipts.

Maintain and record daily inspections for the community.

Maintain accurate monthly commission records on leases and renewals.

Complete and submit maintenance service request. Answer questions for residents about community, repairs, rent, rules, etc. Follow up on a timely basis if unable to respond to residents on all matters.

Ensure all maintenance repairs are handled satisfactorily by conducting weekly surveys.

Assist in planning resident functions. Attend and participate.

SAFEWAY DRIVING CENTERS, INC., HOUSTON, TX 2002 – 2011

Product Development Manager – 2010 - 2011

Project Management & Development Experience

Drive development, measure results and update management on timelines and current positioning with active listening, attention to detail, ability to follow directions and team collaboration as well as independently.

Apply all aspects of planning, tracking, analysis of monthly goals and targets.

Improve launch initiatives by studying target markets to compare and contrast market plans with competitor activities.

Engage potential clients by understanding their unique requirements and interests.

Negotiate pricing, promotions and contracts that maximize company profitability.

Implement new programs to align with the organization’s directional changes from year to year.

Focus on solution development and strategy implementation for projects.

Translate customer business issues/opportunities into solutions/business successes.

Collaborate with senior personnel to successfully execute large-project requirements.

Direct performance initiatives with monthly reviews, weekly objectives and day-to-day management.

Track recurring issues to drive resolutions at the root-cause level with continuous improvement.

Train, motivate and mentor cross-functional teams to ensure resources and abilities drive results

Office Manager - 2002 - 2010

Office Management EXPERIENCE

Track recurring issues to drive resolutions at the root-cause level with improvement initiatives.

Safeguard customer service initiatives by resolving complaints in a timely manner to maintain client relations.

Improve adherence to budget by overseeing payroll and cross-referencing bookkeeping and expenses.

Ensure efficient office operations by planning and analyzing inventory levels and requirements.

Increase transparency by collaborating with multiple departments to drive development with special projects and promotions.

Organize and prioritize work assignments according to project timelines and milestones reached.

Receive and review departmental correspondence, routing and assigning to the appropriate staff.

Monitor daily conversion rate of customers/clients vs. transactions to adjust staffing needs and increase revenue.

Human Resource EXPERIENCE

Interpret and disseminate employee-relations laws and regulations regarding employment.

Direct and execute employment programs/activities to impact talent acquisition, retention, employee engagement, development and growth.

Collaborate with senior management to drive key business and performance goals, strengthening success of division realignments and reorganizations.

Improve new hire on-boarding process by streamlining training that ensures seamless integration.

Oversee companywide handbook, HR forms, HR internal guides/reference material and policies

BG PERSONNEL SERVICES, Apartment Leasing Consultant, Houston, TX 2001 – 2002

CAPITOL COMMERCIAL INVESTMENTS, Office Manager, Houston, TX 2000 – 2001

ACMI/SUGARLOAF OF HOUSTON, Office Manager, Houston, TX 1998 – 2000

NATIONWIDE INSURANCE, Customer Service Representative, Houston, TX 1997 – 1998

Education

Bachelor of Business Administration, Belhaven University, Houston, TX (2010) (Cum Laude)

Contact this candidate