Kaitlyn Harris-Avery
Millington
Summary
Detail-oriented administrative professional with over 15 years of experience in customer service, office administration, and dispatch operations. Recognized for exceptional professionalism, punctuality, and strong written and verbal communication skills. Highly organized and dependable, with a proven ability to thrive in fast-paced environments while managing confidential information. Adept at supporting daily office operations across public service and private-sector roles, consistently demonstrating excellent attention to detail and a people-oriented approach.
Overview
14
14
years of professional experience
Work History
Office Manager
1 Tom Plumber of Memphis
05.2025 - Current
- ServiceTitan Trained
- Manage daily office operations to ensure efficiency and productivity
- Oversee scheduling and coordination of appointments and meetings
- Handle sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Oversee office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Maintain accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Provide exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Serve as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
Front Desk Receptionist
Passons Eye Center
10.2023 - 04.2025
- Greeted patients and managed front desk operations to ensure smooth patient flow.
- Scheduled appointments and coordinated communications between patients and medical staff.
- Maintained electronic health records with accuracy, ensuring compliance with privacy regulations.
- Provided exceptional customer service, addressing patient inquiries and resolving issues promptly.
- Trained new staff on front desk procedures and office management systems for operational efficiency.
- Implemented process improvements that enhanced patient check-in experience and reduced wait times.
- Collaborated with healthcare professionals to streamline appointment scheduling and enhance workflow efficiency.
- Monitored inventory levels of office supplies, initiating orders to maintain adequate stock at all times.
Customer Service Representative
Mr. Rooter Plumbing Company
08.2022 - 08.2023
- ServiceTitan Trained
- Delivered exceptional customer service, resolving inquiries and issues efficiently.
- Trained new team members on company policies and customer interaction techniques.
- Utilized CRM software to track customer interactions and ensure accurate follow-up.
- Managed scheduling of appointments to optimize technician availability and customer satisfaction.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Dispatcher / Trainer / Lead Dispatcher
Shelby County Sheriff’s Office Communications
02.2012 - 08.2022
- Managed incoming emergency calls, assessed situations, and dispatched appropriate emergency services.
- Utilized computer-aided dispatch systems to log incidents and maintain accurate records.
- Coordinated multi-agency response efforts during critical incidents to ensure efficient operations.
- Provided real-time information to first responders, enhancing situational awareness and safety.
- Trained new dispatchers on protocols, software use, and emergency response procedures.
- Developed and implemented standard operating procedures to improve call handling efficiency.
- Analyzed incident data to identify trends and suggest improvements for response times.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
Education
High School Diploma -
Millington Central High School
Millington, TN01.2004
Skills
- Administrative & Clerical Support
- Multi-Line Phone Systems
- Scheduling, Dispatching & Coordination
- ServiceTitan
- Google Workspace
- Microsoft Word
- Microsoft Excel
- Data Entry & Record Management
- NCIC Database Experience
- Training & Team Support
Timeline
Office Manager
1 Tom Plumber of Memphis
05.2025 - Current
Front Desk Receptionist
Passons Eye Center
10.2023 - 04.2025
Customer Service Representative
Mr. Rooter Plumbing Company
08.2022 - 08.2023
Dispatcher / Trainer / Lead Dispatcher
Shelby County Sheriff’s Office Communications
02.2012 - 08.2022
High School Diploma -
Millington Central High School