Keith Robinson
Atlanta
Summary
Experienced with coordinating office operations, ensuring efficiency and compliance with company policies. Utilizes strong organizational skills and effective communication to manage administrative tasks and support team productivity. Knowledge of implementing best practices to enhance workflow and operational efficiency.
Overview
18
18
years of professional experience
Work History
Administrative Office Manager
TSI
05.2022 - Current
- Accomplished multiple tasks within established timeframes
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Maintained professional, organized, and safe environment for employees and patrons
- Managed and motivated employees to be productive and engaged in work
- Maximized performance by monitoring daily activities and mentoring team members
- Cross-trained existing employees to maximize team agility and performance
- Greated guests and signed them in
- Provided guests with badges to the office
- Oversaw badging and video surveillance footage for the building
- Ordered supplies for the company on a needed basis
- Demonstrated strong leadership skills during emergency situations by implementing effective response plans that prioritized tenant safety above all else
- Established strong relationships with vendors, negotiating favorable contract terms that produced cost savings for the property owner
- Reduced building expenses through diligent management of utility usage and vendor contracts
- Coordinated with contractors for timely completion of renovation projects, minimizing disruption to tenants
Customer Service Supervisor
TSI
12.2015 - 05.2022
- Supervised a team of 25-30 customer service representatives, providing training and guidance to ensure customer satisfaction and quality service
- Developed and implemented customer service policies and procedures to improve customer service quality and efficiency
- Monitored customer service metrics to identify areas of improvement and ensure customer service goals were met
- Collaborated with other departments to resolve customer service issues and ensure customer satisfaction
Customer Service Team Lead
TSI
07.2013 - 12.2015
- Escalated issues to proper supervisors when standard processes were not effective
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives' use
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality
Customer Service Representative
TSI
07.2007 - 06.2013
- Provided excellent customer service to over 100 customers daily, resolving inquiries and complaints quickly and efficiently
- Developed customer service protocols, standards and procedures to improve customer satisfaction and loyalty
- Built relationships with customers to ensure repeat business and positive reviews
- Assisted in training new customer service representatives to ensure consistent customer service standards
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner
Education
Diploma - College Prep
Ottawa Hills Highschool
Grand Rapids, MI06.2000
Skills
- Office administration
- Relationship building
- Meeting coordination
- Expense reporting
Microsoft Excel
Microsoft Office
- Employee training
- Presentation design
- Policy and procedure modification
- Office management
- Expense tracking
- Administrative support
Timeline
Administrative Office Manager
TSI
05.2022 - Current
Customer Service Supervisor
TSI
12.2015 - 05.2022
Customer Service Team Lead
TSI
07.2013 - 12.2015
Customer Service Representative
TSI
07.2007 - 06.2013
Diploma - College Prep
Ottawa Hills Highschool
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