Felicia C Wright
Stafford
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
15
15
years of professional experience
Work History
Office Coordinator/Back Up Service Writer
Ashland Garage
Ashland, VA
09.2024 - Current
- Maintained accurate records and documentation, enhancing information retrieval efficiency.
- Trained new staff on office procedures and software systems, fostering a collaborative environment.
- Oversaw vendor relationships, negotiating contracts to optimize service quality and cost-effectiveness.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Oversaw maintenance requests for office equipment, ensuring prompt repairs or replacements as needed to prevent downtime.
- Reconciled account files and produced monthly reports.
- Oversaw accurate and efficient database management and digital file storage to support operational and recordkeeping requirements.
- Implemented inventory control measures for office supplies, reducing waste while maintaining adequate stock levels.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Guided customers through service options, ensuring understanding of vehicle maintenance needs.
- Collaborated with technicians to diagnose vehicle problems and recommend appropriate services.
- Managed appointment scheduling, optimizing service department workflow and efficiency.
- Collaborated with technicians to ensure accurate diagnosis and timely repairs, resulting in reduced wait times for customers.
- Ensured proper documentation of all repairs performed by technicians for warranty compliance purposes.
- Prioritized daily tasks effectively, maintaining excellent time management skills under pressure to meet deadlines consistently.
- Utilized strong organizational skills to maintain a clean and efficient service department workspace, promoting a professional image.
Service Manager
Green Air, Inc
Ashland, VA
08.2020 - 09.2024
- Led service operations, ensuring adherence to company standards and enhancing customer satisfaction.
- Developed training programs for staff, improving service delivery and team performance.
- Implemented process improvements, reducing response times and increasing service efficiency.
- Analyzed customer feedback to identify trends and develop targeted action plans.
- Managed inventory control processes, ensuring availability of necessary tools and parts for service tasks.
- Oversaw compliance with safety regulations, minimizing risks and promoting a safe working environment.
- Resolved customer complaints in professional and timely manner.
- Mentored junior staff, fostering professional growth and enhancing team capabilities.
- Coordinated cross-functional teams to address operational challenges and optimize workflow.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Improved the company''s cash flow management with timely invoicing, collections, and payments tracking.
Service Coordinator
Green Air, Inc
Ashland, VA
07.2015 - 08.2020
- Managed a team of 10.
- Developed effective business plans to align strategic decisions with long-term objectives.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Monitored and evaluated teams, identifying and targeting opportunities for improvement.
- Developed and rolled out new policies.
- Set project timelines and kept teams on task to complete milestones according to schedule.
- Met with customers to discuss service needs and offer available solutions.
- Negotiated and finalized contracts with new and existing customers.
- Maintained and coordinated fleet maintenance schedules for 20 company vehicles.
- Communicated with suppliers to reconcile invoice payments.
- Monitored the status of accounts receivable and payable to facilitate efficient processing.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Maintained professionalism and respectfulness while greeting and welcoming visitors, vendors and the public to the facility.
- Managed daily office operations, including client account, supply, inventory and records management.
- Utilized strong time management and organizational skills to ensure smooth and seamless operations.
- Answered telephone inquiries from clients, vendors and the public.
- Created company’s first employee manual including training and development.
- Addressed customer service inquiries thoroughly and quickly.
- Identified and recommended changes to existing processes to improve the accuracy, efficiency and responsiveness of the customer service department.
- Continually sought methods for improving daily operations, communications with clients, record keeping and data entry for increased efficiency.
- Oversaw work orders, customer follow-ups and marketing campaigns to increase operational productivity.
- Created documents and presentation to help senior leaders make decisions on company improvements.
Claims Adjuster
GEICO Corporate Office
Fredericksburg, VA
01.2014 - 04.2015
- Documented all investigation activity and presented reports to management.
- Collaborated with the claims department and industry anti-fraud organizations to resolve claims.
- Substantiated legitimate claims and denied unjustified claims.
- Answered customer questions regarding deductibles.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Reviewed new files to determine current status of injury claim and to develop a plan of action.
- Tracked the progress of all outstanding insurance claims.
- Followed up with customers on unresolved issues.
- Served as the main liaison between customers, management and sales team.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Proposed settlements for uncomplicated issues to resolve claims.
- Interviewed policyholders to verify information and obtain additional details.
Server
Buffalo Wild Wings
Stafford, VA
08.2013 - 05.2014
- Bussed and reset tables and kept dining room and work areas clean.
- Addressed diner complaints with kitchen staff and served replacement menu items promptly.
- Ensured that customers had an excellent dining experience, prompting them to return and recommend other customers.
- Prepared for large parties and reservations, anticipating planning and staffing needs.
- Relayed orders to bar and kitchen by quickly and accurately recording guest selections and keying them into the register.
- Maintained complete knowledge of restaurant menu, including daily specials.
Sales Associate
Nordstrom Fashion Place
Murray, UT
04.2011 - 06.2013
- Provided repeat customers with exceptional care and attention.
- Collaborated in creating strategies that drove sales and revenue.
- Educated new staff on organizational policies and procedures to promote timely and effective integration.
- Followed latest market trends to contribute suggestions seasonal buys.
- Maintained records related to sales, returns and inventory availability.
- Helped customers with questions, problems and complaints in person and via telephone.
- Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores.
Scheduling Specialist
Central Utah Medical Clinic
Provo, UT
10.2011 - 03.2013
- Provided detailed information about available services and requirements.
- Developed strong working relationships with management and the executive team through effective scheduling and communication skills.
- Led a team of 12 scheduling coordinators.
- Answered and managed incoming and outgoing calls while recording accurate messages.
Education
Bachelor of Science - Business Management
Utah Valley University
Orem, UT2014
High School Diploma -
Tashkent International School
Tashkent, Uzbekistan2006
Skills
- Data management
- Project management
- Staff development
- Interpersonal and written communication
- Strong verbal communication
- Extremely organized
- Team leadership
- Strong Problem Solving
- Time Management
- Attention to Detail
Timeline
Office Coordinator/Back Up Service Writer
Ashland Garage
09.2024 - Current
Service Manager
Green Air, Inc
08.2020 - 09.2024
Service Coordinator
Green Air, Inc
07.2015 - 08.2020
Claims Adjuster
GEICO Corporate Office
01.2014 - 04.2015
Server
Buffalo Wild Wings
08.2013 - 05.2014
Scheduling Specialist
Central Utah Medical Clinic
10.2011 - 03.2013
Sales Associate
Nordstrom Fashion Place
04.2011 - 06.2013
Bachelor of Science - Business Management
Utah Valley University
High School Diploma -
Tashkent International School