Summary
Overview
Work History
Education
Skills
Timeline
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Christa Layman

Saint John,NB

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

28
28
years of professional experience

Work History

Office Manager

Fundy Gas Electric Services Ltd
09.1998 - Current
  • Responsible for parts research and proficient with parts breakdowns, ordering, quotes and maintaining part stock levels.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Enhanced team productivity by delegating incoming jobs effectively and overseeing daily workflow and scheduling.
  • Conducted regular inventory assessments of parts and supplies, ordering necessary items proactively to prevent stock shortages.
  • Managed office operations while scheduling appointments for all incoming work.
  • Responsible for Invoicing warranty claims and services rendered through various computer programs.
  • 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.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Controlled finances to lower costs and keep business operating within budget.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • 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 computer and physical filing systems.

Call Center Representative

Xerox
09.1997 - 09.1998
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Call Center Representative

Nortel
07.1996 - 07.1997
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Responded to customer calls and emails to answer questions about products and services.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Education

Business Marketing Diploma

NBCC
Saint John, NB

Skills

  • Customer Service
  • Office Management
  • Organizational Skills
  • Office Administration
  • Excellent multi-tasking ability
  • Customer Relations
  • Billing
  • Scheduling and calendar management
  • Bookkeeping
  • Credit and collections
  • Inventory Control
  • Staff Management

Timeline

Office Manager

Fundy Gas Electric Services Ltd
09.1998 - Current

Call Center Representative

Xerox
09.1997 - 09.1998

Call Center Representative

Nortel
07.1996 - 07.1997

Business Marketing Diploma

NBCC

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Christa Layman