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Skills

  • Hardware evaluation
  • Project management
  • Team liaison
  • Data entry
  • Escalation management
  • Customer Feedback Analysis and Action Plans
  • Attention to detail in high-pressure environments
  • Contract negotiation and service procurement
  • Pricing tool development
  • Conflict resolution and de-escalation techniques

Work Experiences

  • Co-led the introduction of new CRM software.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Answered an average of 15 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Oversaw the system conversion and ensured that there was minimal downtime during the updates.
  • Coordinated special projects that involved collaborating with the IT department to revamp the online customer service portal, leading to a more user-friendly interface.
  • Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Audited cash draws.
  • Created boardroom and courtroom multimedia presentations that included video and text-synced depositions for better understanding.
  • Created daily performance reports.

Summaries

  • Customer-focused Front Office Lead with a solid background in supervising large teams and driving a 40% increase in repeat client bookings over 2023 by introducing retention strategies.
  • Contributed to a 61% increase in repeat clientele.
  • Customer-oriented Front Office Lead.
  • Designed and executed smooth check-in processes.
  • Knowledgable in a variety of design and testing methodologies.
  • Analytical Front Office Lead.
  • Accomplished Front Office Lead.
  • Demonstrated exceptional team leadership.
  • Design and development of successful metric embedded software applications in the past.
  • Accomplished Front Office Lead with exceptional leadership and mentoring skills, improving team performance by 38% through personalized coaching and feedback mechanisms.

Accomplishments

  • Guided
  • Collaborated with cross-functional teams to enable a better workflow between client-facing and backend operations, leading to increased service speed by 61% %.
  • Forged partnerships with external vendors to secure better rates for essential office supplies, reducing operational costs by 17 annually.
  • Ensured
  • Represented
  • Designed and executed an in-house training program to increase staff cross-functionality, resulting in a 41% improvement in coverage flexibility.
  • Identified
  • Advised
  • Documented
  • Managed

Affiliations

  • Course Instructor, Front Office Operations Mastery, Summit Group, 2022
  • Active Participant, Front Office Leadership Symposium, 2022-2023
  • Charter Member of the Customer Service Excellence Association, Seattle, 2023
  • Apprentice, Office Manager Leadership Academy, Phoenix, 2021
  • Organizer, Monthly Cross-Functional Customer Satisfaction Forums, 2018
  • Certified in Office Technology Operations, Six Sigma, 2016
  • Member, Institute of Customer Service (ICS) 2020 – Present
  • Mentor, Front Office and Administrative Team Development Program, 2017-2020
  • Active Member, American Association of Healthcare Administrative Management (AAHAM), 2015-Present
  • Member, International Medical and Office Administrators Association (IMOAA), 2021-Present

Certifications

  • Certified Multicultural Leadership Specialist - Harbor & Co.
  • Leadership and Management Certificate - program
  • Project Management Professional (PMP) - PMI
  • Advanced Customer Experience Manager (ACEM) - Beacon Labs
  • Office Management & Technology Certificate - standard
  • Team Leadership Certification - Brightline
  • Certified Protection Officer (CPO)
  • Office Management & Leadership Certification - Northwind
  • Certified Hospitality Supervisor (CHS) – standard
  • Six Sigma Yellow Belt - metric

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