Dorothy Bratcher
Smiths Grove
Summary
Office management professional with track record of optimizing administrative functions and fostering productive work environment. Recognized for strong focus on teamwork and achieving operational success. Reliable and adaptable, with skills in office software, scheduling, and resource management to meet changing needs.
Overview
11
11
years of professional experience
Work History
Office Manager
Premier Heating and Cooling
08.2024 - 08.2025
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing customer inquiries or concerns via phone calls, in person or email correspondence.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all service appointments were completed within agreed timeframes.
Customer Service Representative
CCC Intelligent Solutions
03.2024 - 08.2024
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Customer Service Representative Tier 1
Innovave Marketing Group LLC
11.2022 - 08.2023
- Answering phone calls, emails, and text messages from guests and clients.
- Resolving issues for guests and clients.
- Engaging in active listening to understand customer concerns.
- Facilitating damaged and missing gift inquiries.
- Guiding guests and clients through the escalation process for resolution.
- Adhering to legal and company rules and guidelines.
- Other tasks as assigned.
- Laid off due to workforce reduction
Insurance Processor
Proctor Loan Protector, Daytona Beach, FL
08.2021 - 09.2022
- Field questions via telephone or email from borrowers, agents and lenders regarding insurance coverage.
- Complete record-keeping and data entry to maintain accurate insurance information.
- Process renewals, endorsements, cancellations, reinstatements accurately.
- Process escrow disbursements in a timely manner.
- Adhering to legal and company rules and guidelines.
- Other tasks as assigned.
- Relocated to Kentucky
Librarian / Circulation Department Head
Volusia County Public Library System
04.2014 - 08.2021
- Provided reference, readers' advisory, and technology assistance to patrons of all ages via multiple channels.
- Served as librarian-in-charge evening and weekend hours supervising 8+ paraprofessionals, and addressing escalated patron concerns.
- Assists in promoting library use, especially programs and services for adult, teen and children's services.
- Coordinate with the other section heads to make sure all departments have ample coverage and will assign staff to other departments on an as needed basis to help cover staff shortages.
Education
Master of Science - Information
Florida State University
01.2018
Bachelor of Science - Supervision and Management
Daytona State College
01.2010
Skills
- Problem-Solving
- Adaptivity
- Confidence
- Proactive
- Office management
- Organizational skills
- Customer service
- Clear oral/written communication
LANGUAGE
English
Timeline
Office Manager
Premier Heating and Cooling
08.2024 - 08.2025
Customer Service Representative
CCC Intelligent Solutions
03.2024 - 08.2024
Customer Service Representative Tier 1
Innovave Marketing Group LLC
11.2022 - 08.2023
Insurance Processor
Proctor Loan Protector, Daytona Beach, FL
08.2021 - 09.2022
Librarian / Circulation Department Head
Volusia County Public Library System
04.2014 - 08.2021
Bachelor of Science - Supervision and Management
Daytona State College
Master of Science - Information
Florida State University
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