LAURA CLAY

adpg24@r.postjobfree.com 662-***-**** Eupora, MS 39744

Knowledgeable and dedicated customer service professional with extensive experience in the customer service and support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

• Team Oversight

• Negotiation

• Profit and Loss

• Client Service

• Employee performance evaluations

• Complaint resolution

• Inbound and Outbound Calling

• Creative problem solving

• Technical Support

• Account management

• Client Needs Assessment

May 2013 - Mar 2020

Owner

Clay Cleaners

Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

•

Maintained up-to-date administrative records to

monitor operational conditions.

•

Established, optimized and enforced business policies to maintain consistency and high-quality standards across industry operations.

•

Cultivated forward-thinking, inclusive and

performance-oriented business culture to lead industry in innovation and push progress.

•

Devised processes to boost long-term business success and increase profit levels.

•

Developed key operational initiatives to drive and maintain substantial business growth.

•

Trained and developed team members to build

human capital.

•

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Cultivated forward-thinking, inclusive and

performance-oriented business culture to lead industry in innovation and push progress

•

Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization

•

• Optimized team hiring, training and performance

Nov 2010 - May 2013

Assistant Manager of

Operations

Oakland Express

Leveraged fair evaluation processes, employee

reviews and staff mentoring to drive performance and job satisfaction at all levels.

•

Established and administered annual budget with

controls to prevent overages, minimize burn rate and support sustainability objectives.

•

Devised processes to boost long-term business success and increase profit levels.

•

Taught employees how to collaborate on daily job

tasks and achieve service targets.

•

Enhanced employee management by developing

schedules, tracking time and administering payroll.

•

Assessed supplier quality to maintain tight cost controls and maximize business operational performance.

•

Helped team members maintain business

professionalism by coaching each on methods for

delivering exceptional service to every customer.

•

Developed and maintain operational guidelines for

staff.

•

Supervised operations team to support operational

excellence and excellent customer service.

•

Evaluated current operational strategies and

recommend improvements.

•

Coordinated with General Manager in different

operational issues and promotional activities.

•

Enhanced employee management by developing

schedules, tracking time and administering payroll

•

Set, enforced and optimized internal policies to

maintain responsiveness to demands

•

Spearheaded daily staff meetings to identify

improvement strategies, discuss policy updates and facilitate open communication

•

Taught employees how to collaborate on daily job

tasks and achieve service targets

•

• Developed and maintain operational guidelines for staff

Evaluated current operational strategies and

recommend improvements

•

Monitored employee productivity and optimized

procedures to reduce costs

•

Mar 2006 - Jan 2010

Billing Call Center Manager

Quality Medical Group Inc.

Reviewed billing problems, researched issues and

resolved concerns.

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Worked with customers to develop payment plans and bring accounts current.

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Performed testing for billing modules, enhancing new functionality and process improvements.

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Created new standard operating procedures

improving billing accuracy and cash flow.

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Established and checked coding procedures,

monitored reports and updated internal files.

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Kept up-to-date and accurate funding accounts for

internal departments, key programs and special

projects.

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Developed strategic plans for day-to-day financial operations.

•

Performed routine closings, maintained clean,

accurate and accessible records and kept close eye on transaction updates throughout each quarter.

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Handled large amounts of calls per day to address

customer inquiries and concerns.

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Psychology

Holmes Community College Grenada, MS

EDUCATION

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