Call Center Customer Service
Resume:
BRIAN HELMS
OFFICE AND ACCOUNT MANAGEMENT
D E T A I L S
ADDRESS
Clover, SC, 29710
United States
PHONE
**********.*****@*****.***
S K I L L S
Customer & client support
Multitasking
Task prioritization
Customer Service
Continuous improvement
Data analysis
Information assistance
Analytical thinking
Critical thinking
Positive and professional
Recordkeeping
Policy enforcement
Team development
Schedule management
Time management
Written communication
Microsoft Word
Google Drive
Excel Spreadsheets
Adobe
ADP Workforce Software
Quickbooks
P R O F I L E
Highly organized and proactive Office Administrator and Office Manager with 5 years of experience in fast-paced call center environments. Skilled in managing daily office operations, supporting call center teams, and ensuring smooth workflow across administrative and customer service functions. Proven ability to coordinate schedules, oversee performance tracking, manage supplies and vendor relationships, and maintain accurate documentation. Adept at using CRM systems, call center software, Microsoft Office Suite, Payroll system/software and reporting tools to support leadership and enhance operational efficiency. Recognized for strong communication skills, leadership, and a commitment to team success and customer satisfaction.
E M P L O Y M E N T H I S T O R Y
Office & Account Manager, Clear Partners
LLC/Universal Monitoring
Charlotte
Mar 2020 — Present
Administrative Support
• Answer and route phone calls, respond to emails, and greet visitors
• Prepare and edit documents, reports, and presentations
• Maintain digital and physical filing systems
• Schedule meetings, appointments, and travel arrangements
• Take meeting minutes and distribute agendas
Office Management
• Oversee day-to-day office operations to ensure a productive work environment
• Order and maintain office supplies and equipment
• Manage office maintenance, repairs, and vendor relationships
• Monitor cleanliness and organization of shared workspaces and meeting rooms
Team & Executive Support
• Support leadership with calendar management, expense reporting, and communication
• Coordinate onboarding and training for new hires
• Assist with internal communications and event planning
• Act as a liaison between departments or with external partners Finance & Record-Keeping
• Track and reconcile office-related expenses and budgets.
• Assist with basic bookkeeping or work with accounting teams (often using QuickBooks, ADP or Excel)
Reporting & Data Management
• Maintain employee records, office policies, and procedure documentation
• Collect and prepare data for reports or presentations
• Support compliance with company policies and local regulations Technology & Systems
• Manage office software tools (e.g., Microsoft Office, Google Workspace)
• Coordinate with IT support for technical issues or system upgrades
• Help train staff on administrative tools and systems Quality Assurance Manager, Universal Monitoring
LLC
Charlotte
Jan 2017 — Present
• Reviewed and approved quality documentation including SOPs, protocols, and testing procedures.
• Coordinated regulatory, customer, and third-party audits, ensuring comprehensive compliance.
• Analyzed quality assurance metrics, providing actionable insights for continuous improvement.
• Collaborated with vendors and team members to enhance total quality control.
• Delivered precise reports on nonconformance issues and quality trends to support management decisions.
Central Station Dispatcher, Universal Monitoring LLC Charlotte Mar 2013 — Present
• Managed service requests and prioritized responses to enhance efficiency in dispatching Virtual Guard Monitoring.
• Analyzed security footage to assess incidents and determine escalation needs.
• Maintained compliance with established procedures for dispatching work orders.
• Documented activities in dispatch logs and databases to ensure accurate records.
• Coordinated team resources effectively to optimize operational performance. E D U C A T I O N
Harding University High School Charlotte
Aug 2002 — Jun 2006
Graduated
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