Customer Service Administrative Assistant

SONIA J. DRYDEN

Mulberry, FL ***** • 863-***-**** • ************@*****.***

Professional Summary

Delivering top-tier management and customer service for 15 years Performance-driven customer service professional with strong communication and interpersonal skills. Quickly and accurately understands customer needs and takes initiative to improve efficiency, introduce new processes, and provide unsurpassed customer service. Thrives in a fast-paced, deadline-driven environment while being attentive to details and conscious of time. Always willing to go the extra mile to ensure 100% customer satisfaction. High-energy Store Manager bringing extensive experience in retail settings. Set and enforced consistent standards to maintain staff satisfaction and meet performance targets. Dynamic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency. Results-driven retail management professional determined to exceed company sales goals. Successful at leveraging financial and marketing education to make smart purchasing and merchandising decisions. Forward-thinking in addressing and resolving concerns, optimizing policies, and engaging with customers to promote loyalty and drive sales. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.

Skills

Staff Training & Development Customer Retention Brand Awareness Deadline Driven

Quality Assurance Time Management Billing & Expense Tracking Computer Proficiency MS Office & Share Point

Market Knowledge Management Proficiency Interpersonal Communication Strategic Planning Organization

Provided top-notch training to all store associates building a high-performance team.

Improved customer service quality results by evaluating and improving processes.

Travel Arrangements

Cash Management

Customer Service

Order Management

Team Leadership

Inventory Management

Work History

Administrative Assistant II, 06/2021 to Current

Florida Southern College – Lakeland, FL

Provided clerical support to company employees by copying, faxing and filing documents.

Delivered top-notch administrative support to office staff, promoting excellence in office operations.

Responded to inquiries from callers seeking information.

Created and updated physical records and digital files to maintain current, accurate and compliant documentation.

Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

Transferred and directed phone calls, guests, and mail to the correct staff members.

Arranged rapid office equipment repair and maintenance with vendors.

Monitored premises, screened visitors, updated logs, and issued passes to maintain security.

Performed research to collect and record industry data.

Managed Access databases converting complex data into easy-to-interpret data.

Offered office-wide software support and training, troubleshooting issues and optimizing usage.

Executed record filing system to improve document organization and management.

Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.

Identified issues, analyzed information, and provided solutions to problems.

Resolved conflicts and negotiated mutually beneficial agreements between parties

Relations Manager, 01/2014 to 08/2019

Educational Opportunity Tours

Manage daily administrative operations coordinating the program, operational, and personnel procedures for an organization that leads groups in global travel

Oversee scheduling, travel arrangements, and all correspondence

Manage human resources and budgetary functions including expenditures, discrepancies, and maintaining inventory

Received a Commander Ridgway Award-Spirit Award for demonstrating exemplary qualities in service and enthusiasm

Successfully supervised team of 12 in delivering excellent customer service, ensuring a positive customer experience

Follow and implement policies and procedures to ensure compliance with company regulations and guidelines.

Travel arrangements for individuals as well as large group of passengers of 10 or more.

Store Manager, 01/2010 to 01/2014

RaceTrac

Provided dependable management at various high-volume stores

Maintained an organized and safe working environment and kept District Manager informed of store progress

Achieved financial objectives by preparing daily, weekly and monthly petty cashier reports

Oversaw store promotions, studying pricing policies and reviewing merchandising activities resulting in increased sales

Participated in special events and store promotions for various charities and community functions resulting increased company exposure at community events and an increase in customer base

Recruited, oriented, and trained all new employees, maintaining high-performing staff through effective leadership.

Store Manager, 01/1998 to 06/2011

Dollar General Corporation – Lakeland, FL

Managed inventory control, cash control, petty cash, payroll and store opening and closing procedures.

Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.

Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.

Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.

Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.

Approved regular payroll submissions for employees.

Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.

Store Manager, 01/1998 to 01/2009

CVS Pharmacy

Managed inventory control, cash control and store opening and closing procedures.

Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

Completed point of sale opening and closing procedures.

Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.

Performed statistical analyses to gather data for operational and forecast team needs

Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget and petty cash balance with safe and store funds.

Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings

Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow

Education

Bachelor of Business Management: 12/2017

Warner University - Lake Wales, FL

Associate of Business Administration: 05/2009

American InterContinental University - Buckhead, GA

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