Customer Service Management

CHRISTINE ANN JARVIS

** ******** ****** ******, ** 32724 386-***-**** ************@*****.***

Office Manager

Innovative executive level professional with six years managerial experience within County Government. Extensive knowledge of various office procedures and management needs.

Key Skills

Office Management

Teambuilding & Supervision

Staff Development & Training

Policies & Procedures Manuals Report & Document Preparation

Spreadsheet & Database Creation

Accounts Payable/Receivable

Bookkeeping & Payroll Records Management

Meeting & Event Planning

Inventory Management

Expense Reduction

Experience

County of Volusia 2003 to Present

Administrative Coordinator II, 2007 to present

Progressively responsible work on a professional level performing a variety of operational and managerial tasks. Coordinates office services, personnel, budget preparation, and records control. Studies management methods in order to improve workflow, simplify reporting procedures or implementing cost reductions. Proposes policies for division operations. Coordinates collection and preparation of operating reports such as attendance records, terminations, new hires, transfers, budget expenditures and performance data. Analyzes data and makes recommendations based on analysis. Interprets operating policies. Reviews and answers correspondence. Coordinates and prepares annual and operational reports. Manages personnel including supervising subordinates, interviewing applicants, hiring, disciplinary measures, performance evaluations. Coordinates with Personnel Division on filling vacancies, advertising, and subsequent testing procedures. Responsible for new employee orientation and training sessions. Initiates projects and works independent of close supervision. Analyzes unit operating practices such as record keeping systems, overtime usage, forms control, personnel and budgetary requirements to create new systems or revise established procedures. Prepares reports including conclusions and recommendations for solutions of administrative problems. Represents division or activity head at meetings of civic organizations or County staff meetings. Handles the rental of Caretaker properties at various County park locations as well as managing the Caretaker program. Supervisor of four administrative personnel, responsible for interviewing and hiring new personnel within administration. Direct report to Division Director of Parks, Recreation & Culture. Handles purchases for the division as needed. Full knowledge of County purchasing procedures. Oversee the daily operation of the main administrative office. Assists in the preparation and monitoring of grants. Prepares necessary drafts for leases, agreements and contracts. Coordinate special events for the entire division as needed. Act as liaison with the Community Information Division on all advertising, press releases, and notices. Coordinate and/or attend after hours meetings and prepare minutes. Handle all payroll and personnel issues for Division. Prepares accounts payable items for accounting division for payment. Assists in yearly preparation and completion of Division budget of $11,654,708.00.

Administrative Aide, 2005 to 2007

Specialized administrative and clerical work in support of the County Chair and Vice Chair of the County Council. Drafts and edits correspondence; answers general questions from public; maintains appointment calendars; sets up and organizes high level meetings; prepares agendas, memos, reports, etc.; sorts and distributes mail; tracks deadlines and resolution of important issues; routes complaints and citizen concerns to the proper authority for resolution; provides general follow-up on issues and projects as required; maintains files and correspondence; monitors and assists in preparation of budget. Performs background research, which may entail interviewing sources; reviewing files and documents; tracking information. Compiles research into useable form. Prepares County Council agenda which includes reviewing documents for accuracy and completeness; collecting information and back-up as necessary; ensuring timely submission of items; preparing agenda for the "agenda conference"; distributing agenda packets to appropriate personnel, the press and the public; and maintaining County Council "Calendar of Events." Makes travel arrangements. Processes travel arrangements and following county policies and procedures. Forwards messages and complaints to Council members. Provides background information on the item of concern. Responsible for orienting Council members on policies and procedures of County day-to-day operations; i.e. fax machines, travel ordinance; which divisions handle specific tasks; county benefits information. Schedules Council members for ribbon cutting ceremonies and similar special gatherings. Responds to Council's invitations per their wishes. Attend Council meetings and be available to perform clerical support tasks. Complete section/activity payroll. Performs related work as assigned. Manage sensitive and confidential information and data. Use discretion and determine appropriate actions, work without supervision. Maintain and develop effective working relationships with county officials, directors, the press, the public and other employees.

Staff Assistant II, 2003 to 2005

Proofreading all autopsy reports generated by the transcriptionist before sending them out for public records requests and closing case file. Reviewing all documentation for case files to ensure accuracy and completeness, prior to closing file. Compile data for Mental Health Association's Suicide Prevention Coalition when requested. Pull case files and monitor their review by various public entities. Responsible for the safekeeping and organization of the contents of the records room. Assist with telephone reception duties as necessary. Monitor security system and change surveillance tapes weekly. Photocopy case files as requested by Senior Staff Assistant. Fill in for Senior Staff Assistant when necessary (illness, vacations). File medical records. Assist in the transcription of autopsy reports as necessary. Schedule all court cases on medical examiner’s calendar. Set up deposition dates and times for cases. Work as liaison for State’s Attorney’s Office and law enforcement for the medical examiner. Assist the director in scheduling tours and volunteers in the medical examiner’s office. Set up all travel as needed for office staff. Assist office staff with payroll, accounting and personnel issues.

Teletech Holdings Group

OSC Coordinator, 2001 to 2003

Assist in creating call center schedules to maximize responsiveness to inbound calls, while ensuring required inbound/outbound call activities are maintained in the most cost effective manner as possible. Responsible for assisting in maintaining all schedules. Assisting on processing and approving all requests for time off. Managing and coordinating real time adherence. Emphasize quality in all areas and endeavors. Coordinate efforts with strong cross-functional groups to positively impact customer’s needs. Administer TeleTech’s policies and procedures consistently with sound judgment and an element of fairness. Create and maintain reports for departmental meetings. Maintain headcount for entire call center and report information daily to superior in report form. Data entry and data maintenance for several databases both local and worldwide with in Teletech. Assist in training for all new coordinators hired into OSC department. Train classes based on OSC department to employees to facilitate a better understanding of the OSC department.

Customer Service Representative, 1999 to 2001

Assisting callers with technical problems/solutions to meet their current needs. Working as a supervisor for team members assisting with their calls, problem solving, quality control and crisis support. Completion of paperwork, time sheets, billing, monthly reports in a timely and efficient manner.

All Family Clinics______________________________________________________________________

Rehabilitation Technician, 1998 to 1999

Under the supervision of a physician, I assisted with treating patients and helping them prepare for therapy sessions. I was responsible for assisting patients to walk, sit or stand, and transporting them to and from therapy rooms. At my clinic location I was responsible creating treatment plans with physician approval for patients to assist them with their injury recovery. I also worked with patients on therapy exercises and treatments. I was responsible for keeping track of these therapy sessions and the patient’s visits in their charts. I helped prep patients for therapy sessions using electrotherapy, heat and also worked with paraffin baths to treat sore muscles. I was responsible for maintaining all of my treatment areas, as well as the equipment inside the rooms. This included setting up treatment rooms, cleaning the therapy rooms daily, sanitizing training bars and tables, and cleaning equipment and therapy supplies. I was responsible for ordering supplies and equipment for therapy rooms, office goods, therapy equipment and tools. I assisted with the administrative duties in the clinic by assisting with the phones, setting/canceling appointments, greeting patients, filling out paperwork, and process patients' billing information. I also assisted with dictation for various doctors in the clinic as needed.

Education

Warner Southern College 2003-2005

Bachelor’s Degree – Organizational Management

Daytona Beach Community College 1994-1998

Associate of Arts Degree

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