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Skills

  • Customer check-in/out management
  • Business Administration
  • Client satisfaction metrics monitoring and improvement
  • Professional demeanor
  • First Aid/CPR
  • Customer and client relations
  • Process improvement
  • Shorthand writing
  • MS Office
  • Travel planning

Work Experiences

  • Developed new scheduling systems that improved appointment accuracy and reduced missed meetings by 46% within several months.
  • Managed a multi-line telephone system that handled over 7 calls per day on my own.
  • Client payments for SAP were collected, and account balances were updated.
  • Developed new scheduling systems.
  • Assisted management in the development of quarterly performance reports for the front office team, improving accountability and identifying key areas for growth.
  • Provided professional greetings to incoming visitors and customers, as well as friendly, knowledgeable assistance.
  • Organized and booked staff and visitor travel accommodations, including vouchers, agendas, and transportation.
  • Coordinated welcome materials.
  • Assisted in the rollout of a new customer relations software upgrade, resulting in 53% faster appointment scheduling times.
  • Ensured a positive initial experience.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the program business.
  • Positive and upbeat personality with excellent relationship-building skills.
  • Assistant Lead Front Office Receptionist is a focused and dependable Assistant Lead Front Office Receptionist with a proven track record in new employee training initiatives, document control, and travel and event planning activities.
  • Welcome clerical professional with 17 years of experience assisting customers and teammates in an Miscellaneous office setting.
  • Calendar management, scheduling, data entry, and database administration are all areas where she shines.
  • To support customers and achieve business goals, organizes and manages multiple tasks at the same time.
  • Data entry, database management, and scheduling are all skills that have been honed.
  • Accomplished front desk leader.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Assistant Lead Front Office Receptionist with 9 years of experience performing clerical and customer service duties.

Accomplishments

  • Partnered with upper management to maintain operational guidelines ensuring adherence to PMP compliance.
  • Maintained a consistent average call handling time of several months, while ensuring each customer received personalized service.
  • Reduced front office staff turnover by 73% through proactive engagement and team-building initiatives.
  • Handled client disputes with great care, achieving a 83% resolution rate without escalation to senior management.
  • Developed new client follow-up strategies that decreased unresolved inquiries by 23%.
  • Streamlined front office processes, reducing document turnaround time from one year to metric.
  • Collaborated with team of 2 in the development of metric.
  • Documented and resolved standard which led to framework.
  • Implemented an advanced client tracking system, decreasing missed appointments by 29% in 2017.
  • Managed the preparation and delivery of executive meeting materials, consistently meeting time-sensitive deadlines.

Affiliations

  • National Association of Professional Receptionists
  • International Customer Support Professionals Association
  • Customer Service Excellence Certification Program Scrum Master
  • Administrative Support Professionals Online Community
  • American Society of Safety Professionals
  • Certified Front Desk Coordinator Program ITIL
  • American Society of Administrative Professionals (ASAP)
  • Administrative Team Leaders Forum
  • International Council of Nurses
  • International Association of Administrative Professionals (IAAP)

Certifications

  • Microsoft Office Specialist (MOS): Excel, Word, PowerPoint - 2017
  • Project Management for Office Professionals Certification - Ironclad Systems
  • CompTIA Network+
  • Certified Administrative Professional (CAP) – Meridian
  • Salesforce
  • CPR and First Aid Certification - Cedar Works
  • Executive Assistant & Front Office Coordinator Training - initiative
  • Cisco Certified Internetwork Expert (CCIE)
  • Google Certified Professional Cloud Architect
  • Receptionist Skills Development Program - Ironclad Systems

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