Customer Service Office Manager

Macushla Sanchez

***.********@*****.*** 770-***-**** Stone Mountain, GA

SUMMARY

Seasoned professional with 32 years of diverse experience, including significant customer service and technical support roles. Expert in managing customer inquiries, resolving issues efficiently, and maintaining meticulous records. Seeking a Customer Service Rep position to leverage proven communication skills, advanced Microsoft Office expertise, and a strong background in reservations and office management. WORK EXPERIENCE

Sanchez International Trucking, LLC Work @ Home

Fleet Administrator/Office Manager Mar 2022 - Nov 2023

• Managed comprehensive scheduling and delivery logistics to ensure efficient fleet operations.

• Executed accounts payable and receivable processes, applying analytical skills for swift problem resolution.

• Maintained accurate records and managed sensitive information through meticulous document management and data entry.

• Demonstrated proficiency in Microsoft Office Suite, contributing to effective communication and time management.

Island Gems Tumblers, Crafts & More Work @ Home

Independent Business Owner, Crafter & Designer Customer Service Sep 2020 - May 2022

• Developed a range of customized tumblers, t-shirts, and accessories, catering to client specifications and design trends.

• Managed financial transactions including accounts payable and receivable, ensuring accurate billing and timely payment processing.

• Executed marketing and promotion strategies across social media platforms to enhance business visibility and customer engagement.

Arise Virtual Lilburn, Georgia

Independent Business Owner, Customer Service/Tech Support Dec 2011 - May 2020

• Provided comprehensive customer service including issue resolution, billing inquiries, and technical support, ensuring effective troubleshooting and order processing.

• Maintained accurate data records by diligently logging sensitive customer information and monitoring system updates.

• Enhanced customer retention by recommending alternative solutions and effectively resolving problems within a single interaction.

Internship Jul 2018 - Sep 2018

• Prepared pleadings for civil matters and assembled document packets for Court and US Citizenship and Immigration Services filings, ensuring adherence to deadlines and meticulous maintenance of the EOIR docket.

• Delivered administrative support to legal staff by managing appointments and contact lists, directing client communications, and maintaining electronic and physical file systems, including in-person case/document filings with the Court.

Sun Cruz Casino Jacksonville, Florida

Reservations/Office Manager, Transportation & Group Sales Coordinator May 2003 - Dec 2011

• Prepared monthly and weekly reports, ordered materials, and scheduled meetings and appointments efficiently.

• Oversaw staffing processes including hiring, terminations, and disciplinary recommendations; reviewed time sheets and managed time off requests and employee evaluations.

• Managed and supervised staff, effectively prioritizing and assigning workloads while ensuring sales territory and distribution compliance.

• Handled a 10-line phone system and utilized Microsoft Word and Excel for document preparation; managed petty cash accounts for reservations and front office operations. Radisson on Lucayan Beach Freeport, Bahamas

Reservations Agent Jan 1994 - Mar 2003

• Assisted customers with reservation processes, including making, altering, and canceling bookings via phone and email communication.

• Informed clients about current promotions and available upgrades to improve their stay experience.

• Managed accurate recording of customer information and processed credit card payments for reservations. SOS Security Freeport, Bahamas

Office Manager/Personal Assistant/Secretary Jul 1991 - Mar 2003

• Managed daily office operations, provided comprehensive support to executive staff, coordinated schedules, and facilitated communication within SOS Security, ensuring efficient workflow and organizational excellence. EDUCATION

Gwinnett College

Associate of Science, Paralegal Studies

Lilburn, Georgia

2019

Gwinnett College

Associate of Science, Paralegal Studies

Lilburn, Georgia

2019

SKILLS

Social Media Management • Leadership • Microsoft Office • Microsoft PowerPoint • Microsoft Publisher • Microsoft Excel • Microsoft Word • QuickBooks • Accounting • Account Reconciliation • Accounts Receivable • Accounts Payable • Payroll • Cash Handling • Credit Analysis • Financial Report Writing • Credit Repair Advance and Basic Disputing • Administrative Experience • Office Manager Experience • Communication Skills • Employee Supervision: Interviewing, Evaluation, Promotion and Reprimands • Customer Service • Personal Assistant Experience • Legal Drafting • Researching • Calendar Management • Time Management • Reservations Clerk • Technical Support

• Previous Experience in Vacation Rental Hospitality • Familiarity With Reservation Software and Technology Applications • Advanced Computer Skills • High Level of Comfort Using Software Applications • Good Keyboard Skills • Impressive Telephone Etiquette • Experience in Vacation/Travel Industry

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