Office Management, Customer Relations Management

GEORGIA ALDERMAN

Office Management, Customer Relationship Management, Administrative Support

Hot Springs, AR 71901

**********@*****.*** 501-***-****

Strategic and results-driven operations and customer service leader with a distinguished background in call center management. Proven expertise in cultivating and sustaining lucrative external partnerships, optimizing operational efficiency, and elevating customer experiences. Known for developing and implementing robust policies and procedures, fostering employee growth, and achieving key performance indicators (KPIs). A visionary executive with a proven history of guiding cross-functional teams to seamlessly integrate third-party services, resulting in substantial contributions to overall business growth. Seeking to apply a comprehensive skill set in office management and customer service to contribute to the success of a dynamic organization.

Areas of Expertise:

Front Office Operations Client Satisfaction Service Excellence Call Center Operations Conflict Resolution Leadership

Strategic Planning Business Development Budgeting Data Entry Employee Development Performance Metrics

Team Collaboration Interpersonal Communication Relationship Building Workflow Optimization Quality Assurance

PROFESSIONAL EXPERIENCE

Roundstone Professional Services Group

Texarkana, TX January 2023 – September 2023

VP of Third-Party Partnerships-Call Center

Led and executed comprehensive third-party partnership initiatives, driving strategic collaboration efforts within the Call Center division.

Innovated and implemented solutions that significantly enhanced operational efficiency, contributing to elevated levels of customer service excellence.

Cultivated and maintained strong relationships with external partners, ensuring alignment with organizational goals and objectives, and actively seeking mutually beneficial opportunities.

Formulated and enforced robust policies and procedures, ensuring compliance with industry standards and streamlining the overall management of the call center.

Orchestrated cross-functional teams, seamlessly integrating third-party services into existing operations, fostering synergy, and contributing substantially to overall business growth.

Showcased expertise in call center management, lending practices, finance, collections, and compliance, providing valuable insights to support strategic decision-making.

Pioneered employee development initiatives by overseeing and optimizing training programs, resulting in a highly skilled and motivated workforce.

Monitored, analyzed, and improved key performance indicators (KPIs) to drive continuous performance improvement, ensuring the highest levels of operational effectiveness and customer satisfaction.

Roundstone Professional Services Group

Texarkana, TX January 2020 – January 2023

VP of Operations- Call Center

Orchestrated comprehensive call center management strategies, ensuring seamless operations and customer satisfaction.

Implemented best practices in lending, demonstrating expertise in financial and lending practices.

Optimized collections processes to enhance efficiency and recoveries, contributing to financial success.

Ensured compliance with industry regulations through meticulous oversight and development of policies and procedures.

Spearheaded employee development initiatives, fostering a culture of continuous learning and professional growth.

Monitored and improved KPIs to drive performance excellence and operational efficiency.

Designed and executed targeted training programs to enhance team skills and elevate overall performance.

Strategically managed staffing levels, aligning resources with business needs to maintain optimal operational effectiveness.

DMP Investments DBA Financial Service Centers

Ohio August 2012 – December 2019

Regional Manager

Oversaw operations across 65 locations, specializing in auto loans, vehicle assessment, title work, and short-term lending.

Successfully managed staffing, including hiring and training employees, ensuring a skilled and efficient workforce.

Prioritized and enhanced customer service standards, contributing to improved client satisfaction and retention.

Spearheaded collections strategies, meeting and exceeding compliance with laws and regulations.

Directed reporting, budgeting, and growth goal initiatives, achieving and surpassing KPIs.

Facilitated acquisitions and played a pivotal role in location selection, contributing to business expansion and success.

Implemented comprehensive training programs, fostering employee development and enhancing overall team capabilities.

Established and maintained strong relationships with key stakeholders, fostering a positive business environment.

Conducted regular market analysis to identify trends and opportunities, informing strategic decision-making.

Streamlined administrative processes, reducing overhead costs and improving overall organizational effectiveness.

PREVIOUS EXPERIENCE

Regional Manager DMP Investments DBA CashNow of Arkansas - Arkansas November 2006 – January 2009

District Manager Advance America – Arkansas January 1999 – July 2006

Additional Experience:

Three years of experience in manufacturing with a focus on process optimization.

Involved in investment properties, specializing in remodeling and financing.

Ten years of comprehensive restaurant experience, including successful ownership of a restaurant.

EDUCATION & CERTIFICATIONS

Call Center Management Certified

Certified Notary Public

Courses Completed Rogers State University

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