Office Manager, Customer Service Assistant and Training Facilitator

.

V. MICHELLE

DORSEY

CONTACT

***- ***-****

******************@*****.***

Stone Mountain, GA 30088

SKILLS

• Microsoft Office

• Microsoft Project

• Adobe Illustrator

• Auto CAD

• GWS

• QuickBooks Pro

• QuickBooks Online

• Salesforce

• Data Entry

• Problem-solving abilities

• Time management

• Training and mentoring

• Strong analytical skills

• Problem-solving abilities

• Research capabilities

• Conflict resolution

• Attention to detail

• Issue Research

• Adaptability and Flexibility

PROFESSIONAL SUMMARY

Dynamic Office Manager, Customer Service Assistant and adept Training Facilitator with a proven track record at HBDorsey & Associates, LLC and QSG International, LLC. Excelled in training facilitation, assisting customers, complex problem-solving, data entry and streamlining administrative functions. Leveraged strong analytical skills and QuickBooks proficiency to enhance client satisfaction and operational efficiency. Versatile professional experienced in overseeing and coordinating organizational operations across multiple departments. Well-versed in process optimization, performance management, and team coordination. Adept at developing and implementing strategies to improve efficiency, reduce costs and increase profitability. A motivated, collaborative leader with excellent problem-solving, communication and interpersonal skills.

EXPERIENCE

December 2021 - Present

QuickBooks Online Technical Support, Subject Matter Expert & Training Facilitator

Omni Interactions, Atlanta, GA

• Resolve customer inquiries by phone and email,

• Learn and utilize specific software tools and problem-solving strategies to solve for customer issues and continuously improve our processes,

• Do the right thing for the customer,

• Ensure the customer has the tools and knowledge they need to run their business,

• Gauge customer's technical ability and modify delivery skills accordingly,

• Properly document customer call notes in system using multiple screens of data,

• Collaborate with teams and customer service representatives to offer guidance, solve complex problems, make informed decisions, and ensure the accuracy and quality of work,

• Performed as Customer Service Assistant including responding to customer via phone, email, chat and social media, troubleshoot customer issues and find satisfactory results, as well as identify and suggest improvements to customer service processes,

• Lead training sessions, whether in-person or online,

• Use lectures, group discussions, and hands-on activities to ensure everyone is engaged, while comprehending and retaining the training information.

.

November 2019 - December 2021

Office Manager

QSG International, Atlanta, GA

• Lead administrative support for an executive management-consulting firm,

• Performed as Project monitor including tracking project progress, identifying potential issues, and ensuring projects stay on schedule, within budget, and met quality standards,

• Handle all administrative and clerical functions including packaging and submitting bids in response to published requests for proposals,

• Help finalize contracts and work with accountant to document and manage accounts payable records and petty cash accounts.

February 2019 - October 2019

Legal Assistant

Moore Law, LLC, Atlanta, GA

• Supported Retired Judge/Esquire and paralegal with all administrative functions including creating, organizing and maintaining client and administrative files,

• Performed as Project monitor including tracking project progress, identifying potential issues, and ensuring projects stay on schedule, within budget, and met quality standards,

• Corresponded with clients via phone, letters and emails regarding the status of case,

• Answered phone and greeted guests,

• Scheduled meetings and maintained calendar,

• Prepared motions and submitted to appropriate court and opposing counsel,

• Opened and closed office.

August 2017 - December 2018

Office Manager

GMG/Fulton County Schools, Sandy Springs, GA

• Provided administrative support to Program Management team managing SPLOST funding for new construction and renovation of Fulton County School District properties,

• Duties included providing support to Program Director, Deputy Program Director, Construction Managers and Design Managers by reviewing project grant guidelines, coordinating meetings, taking meeting notes, preparing letters and correspondence, maintaining letters, correspondence and meeting notes in internal database,

• Approved and processed proposals from contractors and subcontractors,

• Created and maintained a log of all task orders assigned and the amount of each task order,

.

• Created and processed requisitions from contractors and subcontractors and submit to Contracting department,

• Created contracts for approved proposals in internal database for tracking and payment purposes,

• Performed as Project monitor including tracking project progress, identifying potential issues, and ensuring projects stay on schedule, within budget, and met quality standards,

• Approved and submitted invoices for payment to Accounting department,

• Submitted requests for budget transfers as needed. January 2008 - August 2022

Director of Operations

HBDorsey & Associates, LLC, Atlanta, GA

• Responsible for all operations and administrative functions of HBDorsey & Associates (a consulting company), on a full-time and part-time basis, that included oversight of accounts payable and receivables,

• Provided support to the President by coordinating and participating in business development meetings with consultants and contractors,

• Coordinated response to proposals with engineering, transportation and housing development companies,

• Performed as Project monitor including tracking project progress, identifying potential issues, and ensuring projects stay on schedule, within budget, and met quality standards, as well as, prepared monthly reports to contractors on activities performed.

June 2010 - June 2011

Quality Control, Project Monitor & Data Entry Specialist Fulton Atlanta Community Action Authority, Atlanta, GA

• Ensured client files complied with documentation standards of completeness to qualify for agency services,

• Cross-referenced information in files with agency's database to assure accuracy,

• Submitted certifiably correct applications into State of Georgia database for processing and payment.

• Tracked project progress, identifying potential issues, and ensuring projects stay on schedule, within budget, and met quality standards, November 2008 - October 2009

Office Manager

QSG International, Atlanta, GA

• Led administrative support for an executive management-consulting firm,

• Handled all administrative and clerical functions including reviewing project grant guidelines, packaging and submitting bids in response to published requests for proposals,

.

• Performed as Project monitor including tracking project progress, identifying potential issues, and ensuring projects stay on schedule, within budget, and met quality standards,

• Helped finalize contracts and worked with accountant to document and manage accounts payable records and petty cash accounts. July 2007 - December 2014

Director of Operations

Dorsey Development Group, LLC, Atlanta, GA

• Managed all operations and administrative functions of DDG (a housing and mixed-use development company) including oversight of accounts payable and receivables,

• Developed and executed new growth directives,

• Kept track of the company’s revenue margins and conducted budget reviews to maximize profits,

• Performed as Project monitor including tracking project progress, identifying potential issues, and ensuring projects stay on schedule, within budget, and met quality standards, as well as, prepared monthly reports to contractors on activities performed.

• Managing procurement and resource allocation,

• Provided administrative support to the President by coordinating and conducting development meetings with consultants and contractors. March 2005 - July 2007

Career Advisor/Administrative Assistant/Data Entry Specialist Atlanta Workforce Development Agency, Atlanta, GA

• Maintained a consistent caseload of 150 clients providing them needed career counseling and job interviewing preparation,

• Services provided included access to the Clothes Closet for interview readiness, preparing resumes, and verifying employment history,

• Oversaw the intake process and client follow-up,

• Managed employer engagement and recruitment for agency job fairs including the redesign of agency marketing brochures,

• Launched a successful hiring initiative for the City of Atlanta Fire Department and administered the tracking and processing of applications. June 2003 - January 2005

Executive Assistant/Marketing Coordinator

BA Design Architects, Atlanta, GA

• Supervised general office administrative and operational functions,

• Provided direct administrative assistance to the CEO and CFO,

.

• Provided design support to the architectural staff in the development of marketing brochures and website design used to outreach and attract new clients,

• Performed as Project monitor including tracking project progress, identifying potential issues, and ensuring projects stay on schedule, within budget, and met quality standards,

• Attended meetings with or on behalf of CEO, participated in trade fair events, which included staffing booths and presenting firm's competencies. EDUCATION

August 1999

State University of West Georgia, GA

January 2011

Atlanta Technical College, GA

January 2021

Johns Hopkins University, MD

CERTIFICATIONS

• Construction Management

REFERENCES

. References available upon request

Contact this candidate