April Wombles
Buchanan
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
8
8
years of professional experience
Work History
Office Administration Coordinator
2 You Enterprises LLC
Paris, TN
01.2026 - Current
- Coordinated office operations, enhancing overall efficiency and workflow.
- Managed scheduling for meetings and appointments, ensuring optimal time utilization.
- Assisted in maintaining accurate records and documentation for office activities.
- Communicated with clients and vendors, fostering positive relationships.
- Supported project management tasks by organizing resources and timelines.
- Conducted inventory management for office supplies, optimizing stock levels.
- Facilitated onboarding processes for new employees, streamlining training procedures.
- Developed comprehensive training materials for new hires, leading to shorter onboarding periods and increased productivity.
- Managed daily office operations, maintaining a clean, organized, and professional work environment for all staff.
- Monitored inventory levels of office supplies and equipment, placing timely orders to avoid shortages or disruptions in daily operations.
- Managed sensitive information with discretion while adhering to strict confidentiality protocols at all times.
- Conducted thorough research on industry trends, providing valuable insights for strategic decision-making within the organization.
- Assisted in the recruitment process, resulting in the timely hiring of qualified candidates to fill open positions.
- Streamlined document management system resulting in better organization of files making it easier for retrieval when needed.
- Maintained accurate records of employee attendance, leave balances, and performance evaluations for streamlined HR processes.
- Contributed to a positive workplace culture through active participation in team-building activities and recognition programs.
- Provided exceptional administrative support to executives by coordinating schedules appointments, drafting correspondence letters.
- Improved customer satisfaction ratings by promptly addressing inquiries and resolving issues with professionalism and empathy.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Greeted visitors with professionalism and enthusiasm to provide support and direct guests to appropriate department.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Monitored front areas so that questions could be promptly addressed.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Interceded between employees during arguments and diffused tense situations.
Customer Care Representative
AT&T Mobility
Paris, TN
01.2023 - 01.2026
- Resolved customer inquiries and issues through effective communication and problem-solving skills.
- Educated customers on product features, services, and promotions to enhance satisfaction.
- Utilized CRM systems to log interactions, track progress, and ensure timely follow-up.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Trained new team members on policies, procedures, and best practices for customer care.
- Analyzed customer feedback to identify trends and recommend actionable improvements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and provided backup support for organizational leadership.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified and resolved discrepancies and errors in customer accounts.
Physicians Administrative Assistant
Dr. Melvin Goldin MD
Memphis, TN
04.2018 - 12.2023
- Managed daily operations of medical office, ensuring efficiency and compliance with healthcare regulations.
- Oversaw scheduling and staffing to optimize patient flow and reduce wait times.
- Implemented electronic health record (EHR) systems, enhancing data accuracy and accessibility.
- Developed training programs for administrative staff, improving service delivery and team performance.
- Collaborated with healthcare providers to streamline processes and enhance patient care quality.
- Conducted regular audits of office procedures, identifying areas for improvement and implementing solutions.
- Handled budgeting and financial management, ensuring responsible allocation of resources within the office.
- Established strong patient relationships through effective communication and responsive service strategies.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Managed daily administrative tasks to ensure smooth operations within the medical office environment.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Assisted physicians with clinical documentation to ensure complete and accurate records for each patient visit.
- Addressed and remedied all patient or team member issues.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Enhanced patient care by establishing strong relationships with medical professionals, including physicians, nurses, and technicians.
- Maintained up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
- Increased revenue by optimizing billing processes and ensuring timely collection of payments from both patients and insurance companies.
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- Ensured a safe, comfortable environment for patients by promptly addressing any concerns or issues that arose during their visits.
- Assisted with regulatory issues such as compliance.
- Developed close working relationships with front office and back office staff.
- Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
- Created and implemented organizational policies and procedures.
- Streamlined office operations for increased efficiency and productivity through effective staff training and delegation of tasks.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Oversaw all regulatory compliance efforts, keeping practice in line with evolving healthcare laws.
- Boosted patient confidentiality by overhauling data storage practices, ensuring compliance with HIPAA.
- Improved office efficiency with introduction of electronic health records, reducing paperwork and wait times.
- Promoted patient-centered approach, regularly reviewing and adjusting practices to meet patient needs and expectations.
- Optimized inventory management to ensure essential medical supplies were always available.
- Reduced no-show rates by introducing reliable appointment reminder system.
- Coordinated with healthcare providers to ensure seamless patient care and service delivery.
- Implemented customer service training program for front desk staff, elevating patient service standards.
- Ensured operational excellence, keeping office running smoothly during peak times and emergencies.
- Developed and maintained comprehensive policy and procedures manual, ensuring all staff were informed of office protocols.
- Maintained high level of patient care by conducting regular audits of medical record accuracy.
- Organized and updated databases, records and other information resources.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
Education
High School Diploma -
Quincy Senior High
Quincy, ILNo Degree - Sociology
John Wood Community College
Quincy, ILCertified Nurses Assistant - CNA
Quincy Area Vocational Tech School
Quincy, IL09-2015
Skills
- Scheduling appointments
- Document management
- Excellent verbal and written communication
- Time management
- Attention to detail
- Office administration
- Inbound phone call handling
- Customer database systems
- Customer service/Sales
- Data entry
- Employee supervision
- Office management
- Administration and operations
Accomplishments
- Supervised team of 30 staff members.
- Resolved product issue through consumer testing.
Timeline
Office Administration Coordinator
2 You Enterprises LLC
01.2026 - Current
Customer Care Representative
AT&T Mobility
01.2023 - 01.2026
Physicians Administrative Assistant
Dr. Melvin Goldin MD
04.2018 - 12.2023
High School Diploma -
Quincy Senior High
No Degree - Sociology
John Wood Community College
Certified Nurses Assistant - CNA
Quincy Area Vocational Tech School