Customer Service Office Manager

LO Lisa Ogilvie

Denton, TX ***** 940-***-**** ************@*****.***

PROFESSIONAL

SUMMARY

Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

SKILLS Staff Management

Compliance Monitoring

Inventory Control

Billing

Customer Service

Staff Hiring

Contract Administration

Operations Management

WORK HISTORY OFFICE MANAGER 03/2004 to 08/2023

American Card Services Grand Prairie, TX

Streamlined office operations by implementing efficient filing systems and organizational strategies.

Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.

Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.

Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships. Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs. Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.

CUSTOMER SERVICE REPRESENTATIVE MANAGER 05/2012 to 11/2014 Serpro Logistics Flower Mound, TX

Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.

Enhanced team productivity by implementing effective training programs tailored to individual needs.

Streamlined communication with customers through the development of a user-friendly online support platform.

Boosted employee morale by fostering a positive work environment and recognizing outstanding performance.

Reduced response times to customer inquiries by optimizing staff schedules for peak hours.

Collaborated with cross-functional teams to ensure seamless service delivery across all departments.

Increased customer retention rates through proactive outreach efforts and personalized followups.

Implemented feedback loops for continuous improvement of customer support processes and policies.

Developed key performance metrics for measuring and tracking team success in meeting service objectives.

Established strong relationships with clients, promoting trust and loyalty in our brand.

Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.

Championed company values by modeling exceptional customer service skills both internally and externally.

Coordinated employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.

Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction. Leveraged data-driven insights from CRM systems to better understand client needs and tailor support strategies accordingly. Supervised 10 Customer Service Rep managers in providing excellent customer service to callers requiring assistance for deliveries and install and Installion issues.

Built positive rapport and relationships for high levels of customer satisfaction.

Implemented customer service policies and procedures for consistent performance standards.

Monitored customer service calls to verify representatives' adherence to service standards and best practices.

Evaluated staff performance and provided feedback to improve customer service delivery.

Measured and improved customer satisfaction through feedback surveys and analysis.

Led customer service projects to address and achieve key business objectives.

Created reporting systems to track customer service performance and improve insight.

Assessed customer service data to identify and address improvement opportunities.

Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Established team priorities, maintained schedules and monitored performance.

EDUCATION High School Diploma 05/1997

Mexia High School, Mexia, TX

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