Nelly Akers

Experienced administrative and operations professional with more than 35 years of progressive experience in office management, scheduling, customer service, team leadership, and business operations. Proven ability to manage high-volume environments, coordinate complex schedules and logistics, supervise and develop employees, and improve administrative processes. Extensive background supporting legal and court-reporting operations, including more than 20 years in scheduling and management roles.

Bilingual in English and Spanish with a strong reputation for professionalism, organization, problem-solving, and building positive relationships with clients, employees, and leadership.

Administrative Office Manager at C & D Plumbing Inc. (2021-10 – Present)

• Manage day-to-day administrative and office operations, maintaining efficient workflow and appropriate allocation of staff and resources.
• Develop and implement administrative procedures designed to improve productivity, organization, and accuracy.
• Coordinate schedules, meetings, communications, and administrative needs for management and staff.
• Maintain organized company records, files, databases, and business documentation.
• Oversee accounts payable and receivable functions, including invoicing and payment processing.
• Serve as a primary point of contact for customers, professionally resolving concerns and maintaining positive client relationships.
• Coordinate service appointments and technician dispatching while monitoring scheduling needs and service coverage.
• Conduct customer follow-up to support satisfaction, retention, and the company's professional reputation.

Scheduling Department Manager at Phipps Reporting (2013-08 – 2021-10)

• Directed scheduling operations in a fast-paced professional services environment, ensuring accurate coverage and effective allocation of resources.
• Collaborated with firm leadership to develop and implement a comprehensive departmental training manual.
• Analyzed departmental performance and operational metrics to identify opportunities for process improvement.
• Established clear performance expectations and accountability standards for department employees.
• Evaluated employee performance, provided constructive feedback, and implemented strategies to improve productivity and performance.
• Recruited, interviewed, selected, trained, and mentored employees to support departmental growth and continuity.
• Maintained strong client relationships by responding promptly to concerns and implementing effective corrective solutions.
• Managed scheduling and operational aspects of firm acquisitions throughout Florida from inception through integration, ensuring continuity of service, scheduling accuracy, and appropriate resource coverage.

Jr. Director of Scheduling at CRCC – Court Reporting Cost Containment (2011 – 2013)

Directed scheduling functions and coordinated operational requirements within a professional court-reporting environment.

Office Manager / Scheduling Coordinator at US Legal Support / Klein Bury (1991 – 2011)

Provided long-term administrative, office-management, and scheduling support within the legal services and court-reporting industry, developing extensive experience in client service, scheduling coordination, office operations, and professional relationship management.

High School Diploma – Chaminade Madonna College Preparatory High School