Office Manager United States

Mia Williams, Office Manager

Round Rock, *****, United States, +1-512-***-****, ************@*****.***

SUMMARY Dynamic Customer Service and Office Manager with over 15 years of experience in delivering exceptional customer support and administrative excellence. Proven track record in resolving customer issues effectively, improving satisfaction ratings, and maintaining office efficiency. Key skills include problem-solving, communication, and vendor coordination. Successfully trained teams to enhance service quality and efficiency. Eager to leverage strong organizational and customer relationship skills to drive success in a fast-paced environment.

WORK EXPERIENCE

06/2024 – Present Customer Solutions Specialist, Charter Communications, Inc.

Austin, United States

Address customer inquiries regarding services and billing issues Diagnose and resolve customer problems by identifying root causes and developing effective solutions

Implement solutions to ensure positive customer experiences and satisfaction

Conduct research and maintain documentation, including order status, customer feedback, and interaction records to improve processes Cultivate customer loyalty through effective communication and tailored questioning to understand needs

Leverage product knowledge to guide customers through self-service tools Achieve customer satisfaction and one-call resolution, ensuring timely and professional support

03/2020 – 02/2024 Office Manager Invoice Coordinator, Nesco Blackbox Austin, United States Maintain a welcoming and organized office environment for guests Manage and direct incoming phone calls efficiently Welcome visitors and clients, ensuring proper orientation Administer parking permits and facilitate access

Receive, sort, and distribute incoming mail and deliveries Coordinate courier and food deliveries for meetings, assisting with setup and cleanup

Order and stock office and break room supplies

Oversee vendor coordination, building management, and maintenance as needed

Maintain internal employee contact lists

Log technician hours in SAP based on Service Now notes Prepare and process expense reports

06/2019 – 01/2020 Violation Enforcement Clerk, Conduent/Continuum Austin, United States Investigate accounts to ascertain habitual violator status Assist customers in resolving outstanding toll balances, offering payment plans when necessary

Develop payment plans based on research for classified habitual violators of Texas tollways

Conduct outbound calls to customers to discuss payment options outlined in the plans

Establish new accounts for future toll usage

Clarify toll coverage for customers based on their tags Arrange face-to-face meetings with customers to discuss payment plans, take initial payments, and open new accounts

Review vehicle information utilizing the Texas Department of Motor Vehicles website

Confirm customer identity using the CLEAR system

01/2019 – 06/2019 Customer Service Representative Level III, Conduent/Continuum

Austin, United States

Provide training for new employees, particularly regarding Go EBT equipment and billing inquiries

Manage inbound and outbound calls with Go EBT retailers Communicate settlement amounts for transactions effectively Resolve disputes and process refunds

Troubleshoot equipment issues connected to analog phones and IP systems

Handle replacements for Point-of-Sale systems needed for EBT transactions

Verify USDA authorization status for new contracts Ensure accurate W-9 submission for IRS requirements Investigate incorrectly processed fees affecting cardholders and manage refunds for rectification

09/2017 – 08/2018 Legal Project Clerk/Immigration, K&L GATES Austin, United States Copy and scan immigration filings accurately

Scan and email incoming mail to paralegals and attorneys Assemble documents for immigration submissions

Create and label new client files effectively

Perform data entry of documents and government correspondence into Zoom software

Complete simple immigration forms using Zoom software Establish extranet sites for sharing large documents with clients Send routine correspondence notices to clients

Record all incoming mail and correspondence in IManage software Execute additional tasks as assigned

02/2014 – 09/2017 Receptionist, K&L GATES Austin, United States Coordinate video and audio conferences efficiently Manage calendars and conference room bookings for visiting guests and clients

Serve as the first point of contact, answering phones and directing calls Create security badges for incoming employees

Train new temporary employees on receptionist responsibilities Log attorney hours promptly

Assist with miscellaneous tasks as assigned

Oversee catering arrangements and facilities support 01/2013 – 01/2014 Receptionist, Intera Austin, TX

Direct phone calls and manage call flow effectively Handle mail distribution

Oversee supply ordering and inventory management

Communicate with building management for minor issues Process invoices in a timely manner

Prepare shipping labels for outgoing shipments

Provide facilities support

Collaborate with vendors on supplies and pricing

Assist with printing and binding tasks

04/2004 – 01/2013 Office Manager/Receptionist, Green Mountain Energy Company

Austin, United States

Manage incoming phone calls as the first point of contact Oversee mail distribution and supply ordering

Serve as liaison with building management

Process invoices accurately and efficiently

Coordinate catering for various events

Provide facilities support for the office

Assist the executive team with travel and scheduling Support the legal team in contract processing and filing Plan and organize events and general office projects Collaborate closely with the Executive Administrative Assistant Negotiate pricing for office supplies, copiers, and furniture 11/2003 – 04/2004 Customer Advocate Team Lead Customer Care, Green Mountain Energy Company

Austin, United States

Oversee call center operations as the supervisor on duty Address escalated customer issues and disputes, authorizing charge write- offs

Investigate and resolve billing, enrollment, and cancellation discrepancies Follow up with customers through verbal and written communication to ensure resolution

Maintain exceptional customer service and quality assurance standards 05/2002 – 11/2003 Senior Customer Care Representative, Green Mountain Energy Company

Austin, United States

Ensure consistency and quality of information provided to customers Enhance customer retention through education on the environmental benefits offered by Green Mountain

Achieve first-call resolution for the best customer experience possible Meet or exceed performance metrics consistently

EDUCATION

1982 – 05/1986 Nacogdoches High School

High School Diploma

Nacogdoches, TX

1990 – 1993 Stephen F. Austin State University

Nursing

Nacogdoches, TX

1986 – 1988 Angelina College

Nursing

Lufkin, TX

SKILLS Billing Point of Sale (POS) Systems

Executive Assistant Skills Staff Training

Telephone Skills Identify Issues

Customer Support/Service IP (Internet Protocol)

Calendar Management Legal

Data Entry Software Administration

Event Management Government

Catering Services Audioconferencing

United States Department of

Agriculture (USDA)

Facilities Management

SAP Direct Mail

IManage Printing

ServiceNow Contract Processing

Team Lead/Manager Legal Support Skills

Office Management Copying Machines

Metrics Negotiation Skills

Pricing Furniture

Administrative Skills Customer Service Evaluation

Quality Assurance Resolve Customer Issues

Retail Sales Call Centers

Microsoft Windows Operating

System

Presentation/Verbal Skills

Organizational Skills Customer Escalations

Expense Reports Leadership

Property Management Data Quality

Food Delivery Customer Retention/Renewal

Mail Processing Customer Training

Contact Management Performance Metrics

SAP Administration Customer Experience

Property Maintenance Operating Systems

Plan Meetings

LANGUAGES English (Fluent)

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