Office Manager Service Delivery

William Marshall Suggs

******.**@*****.*** 424-***-****

Summary

Outstanding service delivery

Reliable

High energy, enthusiastic

Hands-on quick learner

Excellent communicator

Team oriented

Organized and efficient

Highly articulate

Problem solver

Professional Experience

Hope Neurology– Cincinnati, OH

Assistant Office Manager May 2024 – Present

Scheduling patients for appointments and consultations with doctors and therapists

Review doctor’s appointment notes and submit all requested lab orders

Review and update all patient paperwork for lab orders including brain MRI and ensure all procedures are documented with results

Communicating regularly with corporate headquarters on referrals and neurological testing that have been completed

Manage all new patient procedures including new patient paperwork, required documentation, and initial appointments

Communicate regularly with the patient's lawyers for any claims that are being filed to document that the patient is completing all required physical therapy or testing

Order and maintain all supplies needed for patient care and office operations

DMG-Divisions Maintenance Group– Cincinnati, OH

Operations Coordinator October 2023 – February 2024

Manage scheduling, material sourcing, and tracking of business service request

Scheduling: identifying the most qualified contractor with immediate availability for service requests, coordinating with client and technician, getting contractor, confirming price, time, and technician information, notating all details for team utilization

Tracking: dispatching technicians to the site the same day for emergency service requests. Fulfilling our service level agreement. Keeping updates and notes of the progress of service requests for up to 75 sites.

Submitting proposals for approval to clients

Scheduling and negotiating rates for services with third parties

Technical assurance verification and remediating up to 30 sites a day

Communicate the client’s needs and expectations to the contractors

Tracking the progress of projects and certifying it’s done according to agreements/contract

Comcast Business– West Chester, OH

Project Coordinator 3 October 2017 – March 2023

·Manage scheduling, logistics, and tracking of business service installations

·Scheduling: Identify ideal date for installation, coordinate with client and technician, vetting contractor, confirm price, time, and technician information, notating all details for team utilization

·Logistics: Submit, order, and confirm equipment needed for installation, determine the best mode of transportation, provide shipping instructions, quality check all equipment is on-site before installation

·Tracking: Obtain consent from contractor and client, verify equipment is working with configuration engineer, confirm all equipment is operational and meeting the service level agreement, and submit a status report confirming a successful or failed installation. Tracking a minimum of 6 full installs daily.

·Scheduling and negotiating rates for services with third parties

·Technical assurance verification and remediating up to 30 sites a day

·Train new employees on systems, policies, and procedures

·Create work reference and training guides

·Communicate the client’s needs and expectations to the install team

·Tracking the progress of projects and making sure they’re done correctly and in a timely fashion

Trade Global– West Chester, OH

Customer Service Representative and Email Support September 2016 – October 2017

·Support new hire representatives transitioning from classroom training

·Provided multi-channel customer support via email/phone, I3 interaction desktop, and live chat through Live Engage

·Proficiently manage up to 3 customers at a time utilizing up to 4 different software applications

·Received 14 customer and client recognition for exceptional customer service

First Financial Bank – Cincinnati, OH

Client Service Specialist August 2015 – January 2016

·Provide exceptional customer service via phone interactions

·Collaborated with various inter-departments to troubleshoot for customers

·Maintain a high volume of service referrals

·Proficient in 8 different software applications

Nordstrom, Kenwood Towne Centre, Store #239 – Cincinnati, OH

Women’s Shoes, Sales Associate ` March 2014 – June 2015

·Build and maintain a steady client base of 13 in nine months

·Utilize questioning strategies to identify customers’ initial needs and uncover unknown needs

·Stay current with product knowledge to inform customers of the latest trends and comfort

Abercrombie & fitch co. - Youngstown, OH, and Cincinnati, OH

Sales Associate, Seasonal, PT November 2011- September 2013

American Eagle Outfitters inc. - Cincinnati, OH

Sales Associate, Seasonal November 2010- January 2011

Education

University of Cincinnati – Program and Project Management Course

Youngstown State University – Youngstown, Ohio- Completed 24 credit hours pursuing an undergraduate degree in Communications.

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