Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Joyce

Victorville,CA

Summary

Office Manager with extensive experience at DT Headers, excelling in customer service and office administration. Proven track record in enhancing team productivity and streamlining operations. Skilled in payroll processing and fostering strong relationships and achieving high customer satisfaction rates through effective communication and problem-solving abilities.

Overview

18
18
years of professional experience

Work History

Office Manager/Customer Service Representative

DT Headers
06.2023 - 10.2025
  • Remote work, all done by email and phone calls.
  • Supported scheduling and coordination of meetings, enhancing team communication.
  • Maintained filing systems for efficient document retrieval and organization.
  • Processed incoming correspondence, prioritizing responses and routing as needed.
  • Utilized office software to create reports and presentations for management review.
  • Provided administrative support during events, ensuring smooth operations and logistics.
  • Responded to client inquiries, fostering positive relationships through effective communication.
  • Collaborated with team members to streamline office procedures and improve efficiency.
  • 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.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
  • Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
  • Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
  • Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
  • Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Assisted customers by answering inquiries and resolving issues efficiently.
  • Learned company products and services, providing accurate information to clients.
  • Handled customer complaints with empathy and professionalism to ensure satisfaction.
  • Collaborated with team members to enhance service delivery and improve customer experience.
  • Maintained detailed records of customer interactions using CRM software.
  • Adapted quickly to changing situations and client needs in a fast-paced environment.
  • Supported promotional activities by informing customers about new products and services.
  • Engaged in continuous learning to improve product knowledge and service skills.
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Investigated and resolved accounting, service and delivery concerns.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

Office Manager/HR Manager

Summit Industries Inc/Doug Thorley Headers
06.2018 - 07.2023
  • Streamlined office operations by implementing efficient scheduling and resource allocation practices.
  • Managed vendor relationships, negotiating contracts to secure favorable terms and services.
  • Developed and maintained filing systems, enhancing document retrieval efficiency and compliance.
  • Oversaw office supply inventory, ensuring availability while minimizing excess expenditures.
  • Led onboarding processes for new hires, facilitating training programs to boost overall team performance.
  • Coordinated interdepartmental communications, fostering collaboration and improving workflow efficiency.
  • Provided strategic support in budget preparation, monitoring expenditures to align with financial objectives.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • 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.
  • Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
  • Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
  • Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
  • Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
  • Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
  • Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
  • Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
  • Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
  • Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
  • Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Monitored front areas so that questions could be promptly addressed.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Completed bi-weekly payroll for 13 employees.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Led recruitment initiatives to attract top talent, enhancing workforce quality and diversity.
  • Advised on compliance with labor laws and regulations, mitigating risk and promoting fair workplace practices.
  • Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
  • Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
  • Streamlined HR processes for increased efficiency, reducing paperwork and manual tasks through automation.
  • Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
  • Managed complex benefits administration, ensuring accurate enrollment and timely processing of claims.
  • Organized and led staff orientation programs and training to promote collaboration.
  • Optimized payroll processing procedures for accuracy and timeliness using advanced software solutions.
  • Provided expert guidance on labor laws and regulations, mitigating legal risks for the organization.
  • Used technologically relevant digital systems to manage payroll and benefits programs.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Instructed senior leaders on appropriate employee corrective steps.
  • Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Monitored customer feedback to identify trends and recommend enhancements for service quality.
  • Analyzed service metrics to drive strategic decisions for operational enhancements and resource allocation.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • 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.
  • Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
  • Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Investigated and resolved accounting, service and delivery concerns.
  • Managed timely and effective replacement of damaged or missing products.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

Order Picker

Khols Warehouse
10.2017 - 01.2018
  • Executed order picking and packing to meet daily shipment goals.
  • Performed proper lifting and handling techniques to maintain safe working environment.
  • Maintained a clean, safe work environment by complying with established safety procedures and guidelines.
  • Pulled orders quickly to maintain demanding productivity goals.
  • Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
  • Followed orders precisely for correct items, sizes and quantities.

Customer Service Representative Agent

Wells Fargo Home Mortgage
04.2014 - 09.2017
  • Resolved customer inquiries using CRM software to enhance satisfaction and retention.
  • Trained new representatives on company policies and customer service best practices.
  • Streamlined complaint resolution processes, improving response times and customer feedback ratings.
  • Collaborated with cross-functional teams to address product issues, ensuring timely updates for customers.
  • Monitored service metrics to identify trends and recommend improvements for team performance.
  • Led initiatives to enhance training programs, resulting in increased staff competency and engagement.
  • Managed escalated cases, applying conflict resolution strategies to restore customer trust and loyalty.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
  • Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
  • Built rapport with clients through active listening, empathy, and understanding of their individual needs.
  • Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
  • Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
  • Achieved high service level scores by effectively resolving customer issues during the first contact.
  • Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
  • Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
  • Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
  • Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
  • Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
  • Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
  • Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
  • Trained new personnel regarding company operations, policies and services.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Investigated and resolved customer inquiries and complaints quickly.

Retail Store Manager

Big 5 Sporting Goods
09.2007 - 02.2014
  • Led daily operations to optimize store performance and customer satisfaction.
  • Trained and mentored staff, enhancing team productivity and service quality.
  • Implemented inventory management systems to reduce stock discrepancies and improve accuracy.
  • Developed promotional strategies, increasing foot traffic and sales during key events.
  • Analyzed sales data to identify trends, informing strategic decision-making for product placement.
  • Established training programs focusing on customer service excellence and operational efficiency.
  • Monitored compliance with safety regulations, fostering a safe shopping environment for customers and employees.
  • Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
  • Completed routine store inventories.
  • Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
  • Optimized store displays and appearance via strategic merchandising.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.
  • Continuously assessed store layout to optimize product placement for enhanced visibility and impulse purchases from customers.
  • Managed store organization, maintenance, and purchasing functions.
  • Collaborated with upper management to develop strategic plans for store growth and expansion.
  • Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring.
  • Increased average transaction value by upselling products, promoting add-ons, and cross-selling complementary items.
  • Optimized inventory management with regular audits, forecasting demands, and adjusting orders accordingly.
  • Ensured compliance with company policies and local regulations regarding safety standards, licensing requirements, staff conduct in-store procedures.
  • Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
  • Upheld brand identity standards within the store location through consistent signage presentation merchandise displays following corporate guidelines.
  • Coordinated staff training sessions on new products sales techniques ensuring team members well-versed equipped effectively sell merchandise meet customer needs.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Supervised guests at front counter, answering questions regarding products.
  • Approved regular payroll submissions for employees.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Interacted well with customers to build connections and nurture relationships.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

Education

High School Diploma -

San Gorgonio High School
San Bernardino
06-1992

Skills

  • Customer service
  • Office management
  • Organizational skills
  • Office administration
  • Customer relations
  • Clear oral/written communication
  • Billing
  • Administrative support
  • Payroll processing
  • Document management
  • Payroll and budgeting
  • Clerical support
  • Credit and collections
  • Relationship building
  • Mail handling
  • Scheduling
  • Inventory control
  • Staff management
  • Employee supervision
  • Human resources
  • Conflict management
  • Staff hiring
  • Employee training
  • Training and coaching
  • Policy implementation
  • Team supervision
  • Staff training
  • Event coordination
  • Meeting planning
  • Facility management
  • Team bonding
  • Compliance monitoring
  • Project management
  • Policy development
  • Information protection
  • Workforce management
  • Strategic planning
  • Performance improvement
  • Vendor engagement
  • Teamwork and collaboration
  • Team leadership
  • Goal setting
  • Process improvement
  • Staff development
  • Teamwork
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking and organization
  • Multitasking Abilities
  • Active listening
  • Adaptability and flexibility
  • Customer service management
  • Phone and email etiquette

Timeline

Office Manager/Customer Service Representative

DT Headers
06.2023 - 10.2025

Office Manager/HR Manager

Summit Industries Inc/Doug Thorley Headers
06.2018 - 07.2023

Order Picker

Khols Warehouse
10.2017 - 01.2018

Customer Service Representative Agent

Wells Fargo Home Mortgage
04.2014 - 09.2017

Retail Store Manager

Big 5 Sporting Goods
09.2007 - 02.2014

High School Diploma -

San Gorgonio High School

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Jennifer Joyce