Data Entry Secretary, Virtual Administrative Assistant, Call Center Re

Kelly L Oyler

***** ********* ***, **** ****** CA 92211

Cell Phone: 949-***-****

Personal Email: **********@*******.***

Objective

As a customer service representative, I am interested primarily in remote positions that include, but are not limited to: Call Center Agent, Data Entry Clerk, Personal/Administrative/Executive Assistant, Technical Agent, Complaint Representative, Escalations Agent, or any other position in which my knowledge, skills, abilities, and experience can increase and lead to long-term employment.

Work Experience

04/2016 - Current - Black Ink Consulting, Palm Desert, CA as Owner, Operator and Lead Consultant

— Founding and principal consultant in business management. Hired as a contract employee to provide resolution, development, and applications to companies from a range of industries, sizes, and revenue bases. Companies look to consultants to help identify potential conflicts by assisting and providing insight. Provide problem-solving solutions to complaints and concerns in both personal and business affairs. Provide support to new company start-ups, assist in business closures, reclassify staff and modify departmental positions and leaders, develop and implement industry-specific budgeting protocols to reduce overhead costs and identify areas of excess to remain competitive. Research and analyze industry specific data, past, current and a forecast of market trends to devise and implement strategic long-term financial goals that will ensure company viability and future success. Update and/or develop marketing protocols to generate revenue. Renegotiate contracts with current vendors and suppliers, to improve on relationships and secure a better pricing structure. Represent the business owner or act in a neutral capacity, allowing for constructive conversations between the business owner, board members and/or investors about the negative state of the business or current internal concerns and assist in formulating a positive outcome for the future of the company and all employees.

08/2011 - 01/2015 - Kelly’s Gift Shop, Bella’s $5.00 Boutique, Frenchie’s Perfectly Posh, Lavender Me, Luca’s Illuminations – Palm Springs, CA - Home Based Employment

— Successfully built several virtual stores offering various products, memberships, subscriptions and the ability to become an Independent Agent of their own. Duties included maintaining customer interest by having raffles, hosting parties, giveaways, and marketing items that aligned with individuals' tastes, residential areas, likes, company profiles etc. Further, I helped manage accounts receivable, reconcile accounts, perform cold calling, lead calling, handling sales from the start to the end, as well as working on branding via social media and SEO advertisements.

04/2010 - 03/2011 - Roy's Desert Resource Center/Jewish Family Services, North Palm Springs, CA as Administrative Assistant to Shelter Manager

— Qualified potential clients, interviewed and verified background information. Worked with county agencies to find placement and/or mental health needs for clients. Interviewed potential new hire employees, reviewed all new hire paperwork upon hire, assisted with other various Human Resource duties as needed. Assumed receptionist duties, greet the public, refer them to appropriate staff members, answer phones, route calls, and take messages. Assist with the completion of necessary statistical reports as requested. Provide training for staff. Type and word process documents as needed. Organize inventory and order office supplies.

05/2008 - 03/2010 - Southwest Veterinary Clinic, Cathedral City, CA as Office Manager

— Handled day-to-day client interaction including but not limited to: scheduling appointments, monthly statements reconciliation, maintaining an inbound call load and extensive computer work. Performed duties as sole receptionist. Developed and implemented revenue generating specials to stay on the cutting edge and remain price competitive. Worked closely with DVM/Owner on monthly departmental budgets, advertising/marketing including renegotiation of vendor and supplier contracts securing better pricing, assisted with account receivables and payable, trained and mentored new staff. Additionally, I have held the positions of Room Technician, Treatment Technician, Surgery Technician, and Inventory Manager/Purchaser.

08/2006 - 02/2008 - Animal Medical Hospital (PetDrx), Palm Springs, CA as Hospital Operations Manager

— Accountable for the proper execution of day-to-day hospital operational procedures. Titles and subsequent duties included but were not limited:

Employee Relations and Development

— Recruiting. Onboarding of new hires including compensation packages, employment contracts and proposals. Employee development through promotional incentives, continuing education courses/events relative to position and consistency in promoting from within. Mentoring by means of an open door policy.

Human Resource Management

— Proper record keeping including verification of contents, ensuring records are complete and filed according to state and federal guidelines. Establish files on new hires. Purging of or destroying of confidential files and documents adhering to state and local laws and recommendations. Collect, Verify and submit bi weekly payroll. Benefit Administration and Contributions. Approving all sick, personal and vacation time requests and confirming adequate coverage. Process termination paperwork including final paycheck, retirement allocation and rollover during exit interview.

Conflict Resolution Manager

— Proactively identify signs of potential conflict and strive for immediate resolution. Establish a safe and confidential platform on which staff could constructively voice and seek to resolve any immediate issues or concerns without fear of retaliation including discharge without warrant. Acting as a neutral biparticant, advocating on behalf of all parties during employee review and formal disciplinary actions when in violation of company policies and procedures. Baring witness that interactions are conducive resulting on a positive note, maintaining the integrity of all involved and to avoid the potential for false accusations of wrong doings due to misappropriated handling of facts, lacking credible eye witness testimonies. Furthermore advocating on behalf of employees by insisting upon a fair and relevant course of action or plans for improvement by making them reachable. Implementing revisions to procedural policies that command compliance and strict adhering to as it directly relates to appropriate conduct when executing disciplinary actions for all employed personnel indiscriminate of title or authority, or assigned department. Acting as an impartial witness while sitting in on meetings called by Hospital Directors or Owners, Shareholders, Investors and/or Board Members ultimately providing valuable feedback to aid in amicable resolution and profitable success

Assistant Financial Officer

— Assist in the timely preparation of financial auditing reports categorizing them by department and ensuring they are all inclusive consisting of detailed reporting on discrepancies and evidential explanations in revenue numbers during comparison. Responsible for daily closing reports, deposits, and batch settlements verifying accuracy. Prioritizing all Account Receivables and Payables respectively. Identify areas of missed revenue by auditing accuracy of charges entered, updating staff permissions by disallowing discounted entries without management approval, followed up with the development and implementation of a software based solution that bundles all associated charges according to procedure thus eliminating the possibility of missed charges, resulting in revenue loss. Represented hospitals in suits filed against customers in default of agreed upon payment plan terms including walk outs and not making good on returned payments. Successfully recovered over $100,000.00 in monies owed on defaulted and collection accounts. Implementation of a revised Financial Policy and Protocol eliminating the option of in house payment plans by offering a third party credit offer. Maintained compliance and precise record keeping on all Trade Accounts. Responsible for monthly statement preparation and time efficiency on send out. Accountable to Owner, Director, Active Board Members, Shareholders or Investors during monthly meetings that recap current financial status, forecast future profitability, identify areas needing improvement upon and participate in solution building exercises for sustainability, successful profitability and company longevity

Inventory and Budget Manager

— Responsible for maintaining accurate accounting of inventory shelved, sold or used in house to determine the probability of loss by internal theft, gain valuable insight to more accurately identify areas of weakness disregarding budget constraints and adhering to numbers allocated, executing relevant solutions. Identify stale areas, devise immediate remediation, efficiently executing. Negotiate vendor and supplier contracts to secure industry competitive pricing, securing approval on inclusion of new addendum provisioning future renegotiations consistent with fluctuation of market and industry trends, acknowledgement extension of percentage based discounting terms based off of bottom line numbers and off the top. Assigned departmental budgets allocating numbers relative to need however constructed in a manner of forced cut backs, ultimately altering spending

habits thus resulting in an overall inventory reduction while increasing the bottom line. Additionally holding positions as Surgery Tech, Lab and Pharmacy Tech, Room and Treatment Tech, Reception Supervisor and Lead

08/2001 - 08/2006 - Valley Animal Medical Center, Indio, CA as CFO in addition to position as Triage Nurse, Multi Department Lead and Vendor Supply Chain Manager

— Duties include but not limited to: ensuring all client needs were met appropriately and in a timely manner to maintain proper hospital workflow. Served as a financial point person for all clients and vendors. Filed and represented hospitals in all Small Claims Cases we initiated, procured collection and delinquent accounts, as well as maintaining precise tally for trade accounts. Successfully developed and implemented new Financial Intake Policies as well as creating entirely new positions such as a Triage Nurse. These policies and positions gave our facility a competitive edge and overall advantage over other facilities within our industry. Additionally, I was able to substantially decrease revenue loss by proactively identifying areas of missed revenue, including missing charges, and removing the ability for staff to adjust pricing without management approval. This significantly reduced the possibility of no charge services or drastically discounting services rendered. Eliminated in-house payment plan options by offering a third party credit option to our clients also reduced the potential for loss. Verified all personnel in management or lead roles were consistent in proper handling of employee personnel files according to state law; ensured accuracy of controlled substance logs, and that all staff consistently adhered to all OSHA laws and standards. Processed employee discharges, mediated corrective write-ups and ensured improvement plans were fair and goals were attainable.

Education

1991 - 1995 Big Bear High School, Big Bear City, Big Bear City, CA

Area of Study - Excelled in College Prep Courses, receiving my High School Diploma and graduating ahead of my fellow classmates

1995 - 1997 St. Petersburg College, Clearwater, St. Petersburg, FL

Area of Study - Pursued a Paralegal Degree directly out of High School

2007 - 2009 Truckee Meadows Community College, Truckee Meadows, Truckee, NV

Area of Study - Business Management

2021 - Current CalBright College, Online Curriculum via www.calbrightcollege.org - CA

Area of Study - CompTIA Technical Analyst A+ and CompTIA CyberSecurity Analyst -

Certificate Program

In Conclusion

Proficient in multitasking, learn quickly and adapt well to change, friendly and communicative. Able to maintain composure while working under pressure or a heavy workload. I enjoy a fast-paced environment, consistent workflow, and enjoy the freedom of working independently. I frequently seek opportunities for growth, offer advancement and look to acquire a new skill set or expand my knowledge. I enjoy positions requiring self-accountability. I strive to maintain an even temper, demonstrate good listening skills, effective communication skills, and a positive attitude. Ability to remain composed while involved in heated or stressful situations. I am not easily annoyed, or quick to anger. Able to efficiently answer and manage high call volumes and multiple phone lines. I am a practical thinker; considering all potential outcomes to establish relevant and successful solutions. I enjoy situations that test my capabilities, push me outside my comfort zone, and believe that one worker is only as strong as their coworker. I firmly believe in mentoring individuals and fellow staff, participating in their future successes through precise and detailed training, continuing education and sponsorship opportunities. I consistently take pride in my work, leaving no task incomplete, adequately meeting deadlines; holding myself accountable first and foremost, and unafraid to seek out help if necessary, or offering solutions to situations in which I may be unable or inadequately skilled to complete a task or assignment.

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