New York City Metropolitan Area
As a results-driven leader with over 15 years of experience in Operations Management & Office Administration, I specialize in leading administrative functions that drive organizational excellence and operational efficiency. My expertise and strategic approach to leadership focuses on optimizing business processes, managing cross-functional teams, managing resources effectively and implementing strategic initiatives that align with company goals. I excel in fostering a collaborative work environment and leveraging data-driven insights to improve performance metrics. With a proven track record of reducing operational costs and enhancing productivity through innovative solutions, I am committed to delivering top-tier administrative support and strategic guidance to support business growth and sustainability.
Managed a team of associates in the areas of; office services, reprographics, records management, reception, hospitality across 5 cities within Florida Region providing leadership and development opportunities while promoting customer engagement maintaining the highest levels of customer service while demonstrating a friendly and corporate attitude. Responsible for overseeing the daily operations and ensuring exceptional client service and on-site support services ensuring work is completed efficiently and accurately. Provided excellent client white glove customer service to all end-users at the site while providing opportunities to increase the efficiency of our on-site operations as well as increase capabilities and made recommendations to the key contact and advise on decisions related to: P&L management, investments, coverage strategy, staffing levels, geographic coverage, service line coverage, areas of efficiency and many other topics. Standardized policies and procedures, including statistical monthly reporting and benchmarks as well as compiled, collected, and reported all data necessary to provide the client with monthly management reports. Recruited and interviewed potential candidates for available positions at the site as well as hired, trained, managed, and evaluated all personnel assigned to the site. Performed 1:1 check-in with team members bi-weekly to review performance and discuss career advancement strategies within the company . Established move project goals and objectives, space planning, making changes where necessary to ensure desired project results and ensured that furniture and various office equipment are operational, maintained, managed and when necessary, moved appropriately. Always displayed high ethical standard, integrity, work ethic, and loyalty. Supported all Onsite Florida operations while establishing the quality-of-service delivery across my portfolio of accounts.
Managed a team of support staff employees in legal assistants, reception, office services, reprographics, records management, hospitality & concierge. Established the quality-of-service delivery across my portfolio of accounts. Maintained continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services. Manage the client relationship, assessing needs, making recommendations, and managing budget and timeline. Advise clients as to potential benefits, features, and capabilities of new or revised services and services enhancements. Develop and analyze the monthly performance and progress reports, including expense management and achievement of financial targets. Manage and oversee the selection, induction, development, retention, motivation, and performance of direct reports. Train, develop, and mentor all direct reports as well as timecard management & payroll. Investigate & resolve issues escalated by the client and communicate significant issues to the Operations Director in correlation with client services. Worked closely with the managing shareholders by participating in the strategic planning process to identify and execute initiatives. Ensured that all SLA’s & KPI’s were achieved and aligned with contractual agreements. Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork. Accountable for overall financial performance of projects against budget & assist department and clients with budgeting process. Build relationships with attorneys; manage their perception and expectations. Oversaw and coordinated internal & external office moves. Resolve issues escalated by the client and communicate significant issues to the Managing Director Compiled and issue monthly client billing.
Managed a team of associates across 6 States within Northeast Region providing leadership and development opportunities while promoting customer engagement maintaining the highest levels of customer service while demonstrating a friendly and corporate attitude. Contributed information and recommendations to strategic plans and reviews; prepared and completed action plans; implemented production, productivity, quality, and customer-service standards; resolved problems; completed audits; and identified trends. Analyzed and improved organizational processes and workflow implemented site surveys for accurate employee and space requirements, as well as equipment layout and changes in order to provide efficient office, employee and equipment moves when needed. Served as primary point of contact when there are customer issues related to equipment quality, customer service, or accidents and mishaps on-site – this also includes any issues on-site at client facilities as well as coordinate all move and change activities for employees and equipment. Built and maintained working relationships with internal and external parties, corporate office staff members, building management, and other vendors, to ensure appropriate and safe office operations. Assist with general office operation/facility services and drive initiatives in the management team and organizationally that contribute to long-term operational excellence including reception, and other related activities. Recruited, trained, and mentored regional managers and staff, fostering a high-performance culture. Analyzed key performance indicators (KPIs) and operational metrics to track performance and implement corrective actions as needed. Developed and executed regional strategies to achieve business goals, leading to a growth in revenue and improvement in customer satisfaction.
Managed a team of employees in the areas of support & office services which included concierge, administrative assistants, reception, mailroom, hospitality, & reprographics Responsible for managing office services by ensuring office operations and procedures are organized, & all work standards are met on a consistent basis by IST site employees. Managed, trained, and coached employees and developed a work environment that promoted high motivation and customer satisfaction. Manage department budget, office supply order & Complete site reports, Site Procedure Guide & other paperwork as necessary. Maintained and demonstrated proficient working knowledge of all work-related equipment, policies procedures & tactics at all times. Oversaw attorney and client lunches as well as overall coordination of hospitality center and catering kitchen. Ensured that all SLA’s & KPI’s were achieved and aligned with contractual agreements. Work cooperatively with all levels of employees, management, & external vendors Clearly communicate job expectations/consequences of employees by training, cross-training, coaching, counseling, directing, evaluating the work of subordinates to increase their work output and work quality while consistently improved quality of operations and improved consistency by implementing company performance and operation procedures. Scheduled and supervised all maintenance & repair work and assisted with checking installation & servicing office equipment as well as monitored HVAC & BMS System performance and coordinated system repairs. Defined objectives identified and evaluated trends & options as well as choose necessary course of action and evaluated outcomes. Coordinate regular performance reviews, reward and discipline as needed, address complaints, and resolve problems. Reporting site & office progress to senior management & working with them to improve office operations & procedures.