Iris Estes

1-928-***-**** adwnwp@r.postjobfree.com Alpine, AZ 85920

SUMMARY

Seasoned Office Manager offers eight-year background organizing administrative activities to facilitate smooth office operations. Polished in maintaining records, monitoring inventory levels, and managing incoming and outgoing calls. Motivated Office Manager with proven track record in staff recruitment, training, and oversight. Expert in office management system operations for routine use and continuous optimization. Detail-focused approach to resource management and day-to-day planning. Organized Office Manager with experience optimizing productivity, efficiency, and service quality. Reliable in supporting key leadership with advanced organizational skills and business acumen. Expertise includes personnel and records management with focus on continuous improvement. Energetic Office Manager equipped to support day-to-day operational functions and accomplish business goals. Blends advanced organizational, technical, and business expertise to enhance workflows. Focused on attentively assisting office staff and customers and identifying opportunities for improvement. Dependable office management professional experienced in administrative oversight. Self-starter and skilled team leader with history unifying staff under common goals, modeling organizational efficiency and instilling customer service excellence. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with outstanding active listening and multitasking abilities. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Flexible Customer Service Representative offering 17 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Worked on a fire management team as lead Public Information Officer for four years, this is only during call out for major fires around the country. Substituted for the Public Affairs Officer on the Apache-Sitgreaves National Forests off and on for two years at different times.

SKILLS

• Team Leadership

• Verbal and Written Communication

• Team Building

• File and Data Retrieval Systems

• Event Coordination

• Scheduling and Coordinating

• Staff Training

• Administration and Reporting

• Invoicing and Billing

• Hiring and Training

• Teamwork and Collaboration

• Onboarding and Orientation

• Employee Development

• Data Entry

• Courteous with Strong Service Mindset

• Problem-Solving Abilities

• Inbound and Outbound Calling

• Schedule Mastery

• Building Customer Trust and Loyalty

• Courteous Demeanor

• System Implementation

• Clerical Support

• Credit Card Payment Processing

EXPERIENCE

Office Manager, USDA Forest Service, August 2013-December 2019 Springerville, AZ

• Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.

• Oversaw receiving and organizing correspondence, answering, and forwarding calls and creating business letters and records.

• Coordinated office activities and operations to secure efficiency and compliance with company policies.

• Maintained impeccable office organization to support efficiency, professionalism, and performance objectives.

Office Manager, USDA Forest Service, November 2011-August 2013 Pecos, NM

• Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.

• Coordinated office activities and operations to secure efficiency and compliance with company policies.

• Managed office budget to handle inventory, postage and vendor services.

• Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.

• Managed office inventory and placed new supply orders.

• Conducted staff performance evaluations to monitor progress and individual skills. Customer Service Representative, USDA Forest Service, June 2005-November 2011 Springerville, AZ

• Answered incoming telephone calls to provide store, products and services information.

• Answered customer questions and addressed concerns resulting in reduction in customer complaints.

• Trained new employees on procedures and policies to maximize team performance.

• Fielded customer complaints and queries, fast-tracking them for problem resolution.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Documented customer correspondence in CRM to track requests, problems and solutions.

• Answered inbound calls, chats and emails to facilitate customer service.

• Trained new hires on products and services, best practices and protocols to reduce process gaps.

• Upheld privacy and security requirements for customer information.

• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

• Relayed customer feedback to cross-functional teams to improve products and services.

• Analyzed customer activity to promote safe and secure environment. Before going to work for the Forest Service I worked as a nursing assistant in assisted living facilities for about 25 years. I also worked as a word unit clerk in a hospital for two years. EDUCATION AND TRAINING

Some College (No Degree)

Northland Pioneer Community College, 940 E. Maricopa St., Springerville, Az 85938 Dona Ana Community College 2800 Sonoma Ranch Blvd, Las Cruces, NM 88011 REFERENCES

ROB LEVER, Apache-Sitgreaves National Forests Supervisor, 928-***-**** Steve Romero, Pecos-Las Vegas District Ranger, 505-***-****

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