Customer Service Office Administrator

Rhonda Robertson

Tolar, Texas ***** 530-***-**** *******@*****.***

Professional Summary

Senior Office Administrator with over 18 years of successful experience in leadership and management tasks. Recognized consistently for performance excellence and contributions to success in the life insurance industry, and also office administration for the construction industry. Strengths in organization and clerical duties backed by training in English Education.

I am an outstanding performer in customer service and management. Proven success in leadership, operational excellence and organizational development with keen understanding of my career and duties. Recognized for inspiring management team members to excel and encouraging creative work environments. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of hard work and strong work ethic. Motivated to learn, grow and excel in any task put in front of me.

Skills

Trusting and honest

Loyal

Hardworking

Dependable

Business administration

Staff Management

Performance improvement

Office management

Team Leadership

Documentation And Control

Policy And Procedure Modification

Scheduling

Relationship Building

Training And Development

Strategic Planning

Work History

Office Administrator, 01/2014 to 03/2021

New York Life Insurance – Reno, NV

I have worked part time for 3 different agents at New York Life Insurance over the years.

-Boosted customer satisfaction ratings by 30% in less than 6 months.

-Personal relations with clients, bringing in an entire group of over 200 people. This group saved the New York Life quota for the year.

-Organized Office to make it a more professional working environment.

-Had only 3 days of training with first job, taught myself the entire New York Life system and computer skills required to do my job professionally.

-Worked well and got along great with everyone in the office, and even helped agents and secretaries with any problems they had.

-I spoke with many clients who just lost a loved one, a couple people from murder. I would help the clients from beginning to end. Helping a family that lost their sister and two year old niece from murder/suicide. Getting them their claim was the easy part, I fought for the family to make it legal for them to get the benefits and not the Dad who has never seen his two year old daughter. I worked with the Courts to make things easier for the family to get the legal documents they needed. Most of this was the agent's job and things I shouldn't be doing, but I always go the extra mile to make things right and to help.

Supported New York Life with effective correspondence management, document coordination and customer relations.

Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.

Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.

Directed automation of office procedures such as correspondence management, record keeping and online communications.

Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.

Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.

Performed general office duties, including answering multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Played key role in achieving and maintaining top client satisfaction and retention by maintaining project deliverable accuracy and alignment with specifications.

Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.

Assisted in training temporary employees for special projects, ensuring readiness, service quality and efficiency.

Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.

Office Manager, 05/2016 to 09/2020

High Seirra Custom Door – Truckee, CA

Arranged corporate and office conferences for company employees and guests.

Liaised with clients and addressed inquiries, appointment requests and billing questions.

Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.

Handled all incoming business and client requests for information.

Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.

Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using Quick Books and Excel.

Optimized organizational systems for payment collections, AP/AR, deposits and record keeping.

Oversaw appointment scheduling and itinerary coordination for both clients and personnel.

Solved problems timely and effectively, ensuring customer satisfaction.

Developed standard operating procedures for all administrative employees.

Coordinated and maintained impressive office organization to keep facilities efficient, organized and professional.

Held oversight of office inventory activities, including ordering and requisitions, stocking and shipment receiving.

Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.

Maintained office supplies inventory by checking stock and ordering new supplies as needed.

Managed supervisor itinerary and appointments and streamlined scheduling procedures.

Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.

Maintained computer and physical filing systems.

Preschool Teacher, 12/1999 to 03/2013

Self Employed – Reno, NV

I had my first son in 1999, and I was Blessed enough to be able to stay home with him. We were living and working on a ranch, and since I had a teaching degree, I started my own preschool, to help out the other families.

- I had to be very organized, especially with time management. We still found time to walk to the Library every day to pick out books and do story time. Summer time we went to the kiddy pool, we also made it to the donut shop every once in awhile. People believe that stay at home moms or child care aren't real jobs.

Fostered reasoning and problem solving through active exploration games and activities.

Allowed for ample outdoor discovery time each day.

Consulted with parents to build and maintain positive support networks and support continuing education strategies.

Sanitized toys and play equipment each day to maintain safety and cleanliness.

Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.

Observed children to identify individuals in need of additional support and developed strategies to improve assistance.

Maintained effective schedule balance between rest periods, active play and instruction.

- Organization

-Customer Service

-Loving Children

-Caring for Children and taking care of all of their needs.

-Payroll and taxes

-Marketing and Advertising

-All clerical duties

Bartender, Server, Supervisor, 09/1991 to 10/1998

Eldorado Casino & Hotel – Reno, NV

This was my job all through my high school years, through college breaks, and any time I was called, because my employee needed help. My boss, the owner Brenda Taylor ended up being one of my best friends. She is 30 years older than me, but she is still there for me today. This job shows my loyalty, and how trustworthy I am, and that has never changed.

-Customer Service and Satisfaction

-Balancing the Register

-Money Exchanges

-Cleaning

-Cooking

-Taking Orders

-Customer Service

-Bartender

By the time I was a Junior in High School, I had become the restaurant manager.

-Ordering all necessary essentials for the restaurant

-Employees and Scheduling Hours

-Opening and closing the restaurant / Bar

-Cashing out the resister and balancing every evening

-Runnin the business while owners were out of town

-Responsible for entire restaurant and keeping it running and making a good profit

-Marketing and Advertisement

Education

Bachelor of Science: Secondary Education, 06/2001

Eastern Oregon University - La Grande, OR

Associate of Science: English Education

Western Montana State - Dillon, MT

Bachelor of Science: English Education

Oregon Institute Of Technology - Klamath Falls, OR

High School Diploma

Lakeview High School - Lakeview, OR

Reference

Mike Wallace, New York Life, Current Employer - 775-***-****

Blayne Gale, New York Life, Previous Employer - 775-***-****

Brenda Taylor, Polar Bear, Previous Employer - 509-***-****

Greg Larson, High Sierra Custom Door - 541-***-****

Personal References

Denise Haynie -541-***-****

Stephanie Hughes -907-***-****

Sonya Mathews - 541-***-****

Madi Mathews - 661-***-****

Jamie Patterson - 541-***-****

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