BRENDA HOLLIDAY
Manassas
Summary
Dynamic Office Manager with a proven track record at Rich Perez, State Farm Agent, excelling in customer service and financial management. Skilled in resolving complex issues while fostering strong client relationships. Adept at maintaining confidentiality and enhancing operational efficiency, ensuring seamless office administration and compliance with policies.
Overview
27
27
years of professional experience
1
1
Certification
Work History
OFFICE MANAGER
RICH PEREZ, STATE FARM AGENT
07.1998 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Conducted market research to better understand needs of target demographics, refining marketing strategies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
Bachelor of Science - Marketing
BLUEFIELD STATE
Bluefield, WV06-1996
Skills
- Customer service
- Office management
- Organizational skills
- Office administration
- Customer relations
- Clear oral/written communication
- Billing
- Administrative support
- Document management
- Clerical support
- Credit and collections
- Relationship building
- Mail handling
- Documentation and control
- Policy implementation
- Financial accounting
- Meeting planning
- Team bonding
- Policy and procedure modification
- Compliance monitoring
- Policy development
- Regulatory compliance
- Computer skills
- Customer relationship management
- Problem resolution
- Teamwork and collaboration
- Good judgment
- Documentation and reporting
- Professional and courteous
- Team leadership
- Administration and reporting
- Onboarding and orientation
- Goal setting
Accomplishments
- Recognized by management for [Reason for recognition] that [Outcome statement].
- Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs.
- Planned and coordinated [name or description] project.
- Advanced from [Job Title] to [Job Title] within [Timeframe] for [reason for promotion].
- Investigated, identified and reconciled account discrepancies totaling $[Amount] in company savings.
- Recognized by management for [Reason for recognition] which [Outcome statement].
Certification
- [Area of certification], [Company Name] - [Timeframe]
- Certified [Job Title], [Company Name] - [Timeframe]
- [Area of expertise] License - [Timeframe]
- Licensed [Job Title] - [Timeframe]
- [Area of certification] Training - [Timeframe]
Timeline
OFFICE MANAGER
RICH PEREZ, STATE FARM AGENT
07.1998 - Current
Bachelor of Science - Marketing
BLUEFIELD STATE
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