Kelly Nicholas
Chesapeake
Summary
Administrative support professional with strong organizational and technical skills. Proactive and detail-oriented individual committed to providing superior customer service through leadership, dependability, and motivation. Seeking a challenging opportunity that will utilize talents and provide further development.
Overview
25
25
years of professional experience
Work History
Dispatch & Administrative Support
Get Lit Electrical and Plumbing
Chesapeake
04.2021 - Current
- Dispatch & scheduling for 15 field technicians.
- Call intake, triage, customer service, & communication.
- Maintained and managed schedules, optimizing routing for 15 field technicians.
- Assigned and managed tasks for technicians, ensuring timely completion of service requests.
- Monitoring & fleet tracking GPS of field technicians.
- Inputting purchase orders.
- Applied knowledge of Housecall Pro and ServiceTitan in daily operations.
- Accounts receivable - sending invoices & processing payments.
- Monitored operations to ensure efficient, safe, and timely service delivery.
Flooring Design Consultant/Inside Sales Estimator
Cherry Carpet and Flooring
Portsmouth
12.2018 - 01.2020
- Determined material, labor requirements, and costs to complete job within anticipated timeframes.
- Scheduled project step-by-step and with appropriate timelines to meet completion date.
- Negotiated with contractors and vendors to ensure best possible pricing for job estimation.
- Cultivated strong customer relationships through consistent follow-up and regular phone and email communication, enhancing client loyalty.
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
- Executed cold-calling campaigns and conducted follow-ups with leads, resulting in new client acquisition.
- Assessed customer needs to recommend tailored product options, improving customer satisfaction and driving sales.
- Transferred onsite sketches to computer software system to prepare for estimate quotes.
- Calculated square footage, square yardage, and basic math calculations.
Construction Project Assistant
Children's Hospital of the King's Daughters
Norfolk
12.2015 - 12.2018
- Received incoming calls and messages and addressed or triaged phone requests.
- Identified and resolved process issues, resulting in smoother procedures and enhanced workflow.
- Managed quality assurance program with on-site evaluations, internal audits, and customer surveys to ensure compliance and enhance service quality.
- Supervised production planning while using appropriate tools and analysis for smooth production output.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Investigated and resolved customer complaints to foster satisfaction.
- Streamlined quality processes, leading to more effective operations and improved service delivery.
Office Coordinator
Children's Hospital of the Kings Daughters
Norfolk
01.2013 - 11.2015
- Trained new employees on administrative procedures, company policies and performance standards.
- Reported daily office activities to enable managers to respond proactively to dynamic conditions.
- Interacted with patients and families professionally by phone, email or in-person to provide information and direct to desired staff members.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Cultivated loyalty among patients and physicians through proactive follow-ups and status updates.
- Organized physical files and digitized records for efficient updating and retrieval by authorized team members.
Scheduling Coordinator
Children's Hospital of the King's Daughters
Norfolk
01.2011 - 01.2013
- Cultivated relationships with management and executive team through effective scheduling and communication.
- Structured and maintained charts and reports to support office and patient needs.
- Scheduled patient appointments and placed reminder calls to ensure exceptional customer experience.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Organized patient files and enhanced operations for improved workflow.
Administrative Assistant
Parkway Manufacturing Co.
Hampton
01.2004 - 05.2009
- Performed general office duties, including answering multi-line phones, routing calls and messages and greeting visitors.
- Coordinated logistical support for programs, meetings, and events, ensuring timely room reservations, agenda preparation, and calendar management.
- Created and maintained spreadsheets and databases to track and report performance and sales data.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Routed incoming calls and faxes and drafted detailed messages.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Recommended changes to processes, enhancing accuracy and responsiveness of customer service department.
Retail Sales Representative
Zales The Diamond Store
Chesapeake
01.2002 - 01.2004
- Delivered exceptional customer service and sales support in retail environment.
- Assisted customers with locating and choosing merchandise in any store department.
- Recommended merchandise tailored to customer needs and preferences, enhancing overall shopping experience.
- Educated customers on promotions, leading to increased awareness and engagement.
- Followed up with customers post-sale to ensure satisfaction and address technical or service issues.
- Computed total costs and profit requirements for customer sales to provide accurate pricing.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior.
- Inspected merchandise for quality and arranged proper display location on floor.
Education
High School Diploma -
Western Branch High School
Chesapeake, VA06-2000
Some College (No Degree) - Interior Design
Tidewater Community College
Norfolk, VASkills
- Performed administrative and secretarial support to the director, manager, physician, and counselors of a medical office
- Coordinated overall office activities, work-flow analysis, process improvement, problem solving, and project management skills in construction office
- Performed administrative and secretarial support for the president and vice president of a steel fabrication and manufacturing firm
- Independently compiled and maintained organized computer files, paper files, and data for immediate access and retrieval
- Composed and typed memos, correspondences, reports, graphs, and tables
- Ordering of all office supplies and maintaining organized stock
- Assisted with development and maintenance of operational, financial, and budgetary documents and reports
- Obtained knowledge in AutoCAD, structural design, construction terminology, and reading drawings
- Coordinated meetings, travel, conferences, luncheons, and accurately prepared agendas
- Assisted with general accounting functions including accounts receivable, accounts payable, purchasing, and receiving
- Attended business meetings
- Calculation of square footage, square yardage, and other mathematical equations
- Effectively taking measurements and converting measurements as needed
- Completed referrals for medical office appointments
- Scheduling appointments and procedures such as MRIs and ultrasounds for high volume medical offices
- Creating and maintaining patient charts
- Project cost estimating
- Specifications and proposals analysis
- Customer needs assessment
Timeline
Dispatch & Administrative Support
Get Lit Electrical and Plumbing
04.2021 - Current
Flooring Design Consultant/Inside Sales Estimator
Cherry Carpet and Flooring
12.2018 - 01.2020
Construction Project Assistant
Children's Hospital of the King's Daughters
12.2015 - 12.2018
Office Coordinator
Children's Hospital of the Kings Daughters
01.2013 - 11.2015
Scheduling Coordinator
Children's Hospital of the King's Daughters
01.2011 - 01.2013
Administrative Assistant
Parkway Manufacturing Co.
01.2004 - 05.2009
Retail Sales Representative
Zales The Diamond Store
01.2002 - 01.2004
High School Diploma -
Western Branch High School
Some College (No Degree) - Interior Design
Tidewater Community College