Executive Assistant Customer Service
Resume:
Timi Michelle Daly
Executive Assistant
****.****@*****.*** • 980-***-****
LinkedIn URL http://linkedin.com/in/timi-michelle-daly8b5a2739
•Charlotte, NC 28211
Qualifications Summary
Multi-tasking and versatile professional with substantial experience simplifying lives of senior executives by delivering strong leadership, problem-solving, and organizational assistance with high degree of efficiency. Capable of presenting or demonstrating company products and services to customers to enhance sales while coordinating with other departments. Skilled in maintaining digital and electronic records of employees. Instrumental in resolving and reducing customer complaints, identifying/meeting client requirements, and responding to complex queries. Remarkable acumen in managing paperwork for executives, answering emails/phone calls, and scheduling conferences/appointments. Articulate and refined communicator; adept at delivering continuous improvements and steering optimum management of key tasks to enhance business growth. Areas of Expertise
• Office Management
• Strategic Planning & Scheduling
• Customer Satisfaction & Retention
• Contract Administration
• Project Management
• Team Building & Leadership
• Safety & Regulatory Compliance
• Sales & Marketing Operations
• Logistics Management
• Relationship Building
• Stakeholder Engagement
• Cross-functional Collaboration
Career Experience
Northwood Ravin Charlotte, NC
Director of Reputation Management and Customer Service
Educate associates to effectively handle resident issues and proactively manage communities to reduce future incidents.
Oversees the ORA performance of the portfolio including creating programming efforts to generate reviews by setting and meeting benchmarks to achieve 5-star ratings across all platforms. This also includes regular reporting on performance as requested by Senior Leadership
Track “Report It” performance to identify areas of opportunity to improve the resident experience.
Handle all incoming calls and emails responding to resident issues, concerns, complaints, etc., as the Director of NWR Cares.
Investigate resident complaints and work with community teams and senior management to assist in resolving issues.
Follow up with residents and community teams to ensure a satisfactory solution has been achieved.
Effectively communicate with the community teams and senior management by sharing information and ideas to reduce customer complaints and improve overall customer satisfaction.
Utilize tools and software designed to analyze trends relating to resident issues and make suggestions to proactively reduce future recurring issues.
Assist in developing, editing, monitoring and analyzing resident surveys. Aldersgate Life Plain Services Inc. Charlotte, NC 2023 – 2023 Executive Assistant to ED & DIL
Ensure smooth workflow by offering extensive administrative support and expert coordination for executive and director-level teams. Manage agendas, minutes, materials, and task assignments while acting as recording secretary. Streamline work process by organizing licensure renewal calendar for all operational entities. 2023 - Current
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Enhanced business efficiency by monitoring operational budgets, addressing variance reports, and efficiently processing payment vouchers.
Delivered exceptional customer service by participating in resident insurance update and entrance fee beneficiary refund process as well as addressing resident issues and requests. Aldersgate Life Plain Services Inc. Charlotte, NC 2021 – 2023 Experience Specialist
Maximized professional development and performance by providing guidance and mentorship to department heads and resident representatives. Boosted residents and team member’s satisfaction throughout various care levels and organizational units by using innovative approaches.
Elevated resident engagement and organizational success by controlling budget earmarked for enhancing organizational experience program.
Uncovered opportunities for growth and mutual benefit by collaborating with strategic leaders and forging impactful community connections.
Aldersgate Life Plain Services Inc., Charlotte, NC 2015 – 2021 Executive Assistant to President & CEO
Optimized workflow by facilitating administrative support to President and Board of Directors/Advisors. Improved operational proficiency by overseeing routine tasks, encompassing call screening, mail distribution, and administrative document processing. Augmented project efficiency by liaising with project consultants to coordinate meetings and equipment needs.
Fostered collaboration and achieved project goals by contributing to various committees, including master site development, generations at shalom park project development team, and gateway expansion development team.
Promoted informed decision-making by offering invaluable support to board investment committee, board finance committee, and board governance committee.
Met business objectives and goals by shaping corporate structure for parent company and its five entities, involving establishment of multiple boards of directors in collaboration with board, CEO, corporate counsel, and CFO/finance committee.
Orchestrated all aspects of board and committee agendas, documents, presentations, and meetings.
Contributed insights and value to significant organizational decisions, driving growth and success by acting as integral member of senior leadership team.
Aldersgate Life Plain Services Inc. Charlotte, NC 2014 – 2015 Options & Move-In Coordinator
Directed sales processes by employing proven lead generation strategies and maintaining optimal residence inventory levels for maximum efficiency. Propelled informed and agile sales operation by delivering data-driven insights, generating standard reports, and tailoring customized ones. Provided personalized guidance on residence options and upgrades, adding significant value for depositors.
Enabled access to real-time information crucial for informed decision-making by maintaining marketing master report and master log updated.
Guaranteed successful completion of multiple apartment and house renovations by serving as reliable intermediary between depositors and contractors.
Drove customer satisfaction by developing strong depositor relationships during move-in process. Boston National Title. Charlotte, NC 2012 – 2014
Client Relations Vendor Manager Sales Executive Facilitated seamless loan closings by coordinating with loan officers, processors, attorneys, and signing agents. Led smooth client account maintenance by overseeing communication and logistics with signing agents. Increased P a g e 3 3
personal development by gaining comprehensive understanding of entire closing process, from order placement to issuance of final title insurance.
Attained business growth by acquiring new clients while expanding relationships with existing clients.
Specialized in spearheading critical projects, including Citibank and RoundPoint Mortgage loan processing, BNT of Texas and BNT of Charlotte final policy remittance, and the operational consolidation of title back- end processes.
Accomplished impressive 87% success rate by conducting in-depth title chain research and collaborating with county courthouses.
Professional Development
TechSkills, Charlotte, North Carolina, 2010
Certified Medical Office Assistant
Achieved CMAA Certification
Technical Proficiencies
Microsoft Office Suite 10 key Notary Software
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