Customer Service Office Manager
Resume:
RYAN O’TOOLE
**** ***** *** ****** ****** Las Vegas NV 89130
Email: *********@*****.***
Reliable and diligent employee with extensive experience and solid organizational skills. Experienced working in a fast-paced and dynamic office environment. Known for having a strong attention to detail, being an attentive listener who gets the job done, while identifying areas of improvement. Work well as Team player and/or Leader.
EXPERIENCE
MARCH 2020- PRESENT
ASM RESEARCH / ACCENTURE LLP
CUSTOMER SERVICE SPECIALIST I/ WORKFLOW COORDINATOR/ QA SPECIALIST, LLP KANSAS
Monitoring various aspects of the project to ensure that standards are being met. Identify tasks that need to be completed and assign them to project resources as needed. Responsible for development and implementation of all activities, detection and resolution of problems, delivery of satisfactory outcomes.
Assist in QA activities by utilizing reporting tools that track performance within the fraud department. SLA tracking and reporting of service delivery performance metrics. Conduct multiple coaching sessions with associates to provide feedback addressing client service performance, knowledge, and call productivity issues and/or areas of improvement. Write fundamental process documentation in a clear manner and according to standards to ensure consistency in workflow.
DEC 2017 – JULY 2020
journeys community services
HUMAN RESOURCES
Assisted HR Manager in the recruitment of all open positions including job postings, prescreening, scheduling interviews, extending offers, and background checks. Assisted HR Manger in New Hire Orientation and Training. Maintained confidential employee data, health records, and electronic data. Assisted HR Manager with Payroll processing. Assisted Director of Operations with monthly billing to DRC. Administrative Duties. Assisted Program Director with New Hire Training.
FEB 2014 – JULY 2017
SMART ELECTRIC
OFFICE MANAGER
Performed Weekly Payroll Processing, including Federal and State Tax reporting. Accountable for AP/AR, Bank account reconciliation, disbursements. Carried out various other duties for the owner of the company. Completed performance evaluations and progress reports for all electricians. Resolved issues and disputes with both clients and employees.
JULY 2003– MARCH 2012
PFP INC
OFFICE MANAGER
Managed AP/AR, Payroll Processing including Federal and State Tax Reporting and Commissions, New Hire Orientation and completed all new hire employee paperwork. Maintained all personnel and client files. Conducted daily and weekly status reports on the company’s profitability. Basic clerical duties. Resolved all customer disputes. Provided Coaching, and counseling for all staff including administrating disciplinary action when needed. Established and implemented policies, goals, objectives, and procedures for all employees.
EDUCATION
JUNE 2001
HIGH SCHOOL DIPLOMA, Plainedge high school
SKILLS
Quality Assurance
Customer Service
Microsoft Word, Microsoft Excel, Microsoft Outlook
Developed Company Policies and Procedures
Accounting and Bookkeeping
Payroll Processing
New Hire Orientation
Employee Development
HR Duties (including Hiring and Termination)
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