Huntersville, North Carolina, United States
Given my diverse background and long time experience in Client Services and Accounting, I am able to provide: • SUPERIOR CUSTOMER SERVICE – Throughout my career I have been known for my superior skills in customer service. I understand and know how to meet the needs of both internal and external clients. • REPORT ANALYSIS – I was regualy commended for my report analysis abilities. When tracking and analyzing reports I was able to quickly identify various items that when corrected improved center reliability and revenue security. • PROJECT AND TEAM MANAGEMENT – With my organizational, data management and analyitical skills, I have routinely been called upon to participate on process improvement teams. Through research and follow-through our recommendations resulted in prestigious company recognition. I thrive in challenging and results-oriented environments. As a highly motivated, results-driven individual, I have a strong desire to exceed expectations and deliver the effort necessary to achieve business goals.
Manage multiple warehouses nationwide. Ensure compliance with OSHA and other safety standards. Training and developing teams while leading warehouse operations. Project Management. Interpreting data, delivering meaningful results and operational reports.
Working with overseas agents to facilitate the transportation of import cargo. Primary responsibilities include customer service updates, liaison of information between agents and importers, coding for US Customs Entry, follow through to delivery to ultimate consignee and final invoicing.
Angels of '97 began in 1997 to honor the lives of five students who graduated in spirit only from North Mecklenburg High School Class of 1997. Angels of '97 has grown in the past years to provide over $450,000 in scholarships to local high school students (North Meck, Hopewell and Hough High Schools) to assist with higher education. We also reach out to families of over forth other "angels" as part of our ministries group. We raise funds through an annual Spaghetti Dinner and 5K each March and a Golf Tournament each September with the help of local sponsors.
Managed a team of fourteen employees, which processed all exception items from GTE Remittance Processing Center. Conducted employee annual performance reviews and implemented professional growth track for each employee. Produced weekly an monthly reports for management review using Microsoft Word, Excel and PowerPoint software. Tracked and analyzed various exception items to improve center reliability and revenue security. Improved processing time of exception items to meet and exceed department goals and objectives. Produced and reviewed training material. Initiated and performed training in call centers to educated Customer Service Representatives on the payment centers functions. Reviewed and updated training manuals for three separate billing systems
Coordinated and tracked the daily workflow of Customer Support Services Team. Produced, maintained and analyzed daily, weekly and monthly productivity/accountability reports. Maintained employee attendance and personnel files.
Created and maintained department statistical data to include delinquency reports and bad debt percentages for the Houston Call Center. Reviewed monthly budget comparison reports to verify expenses. Provided professional customer service and addressed customer complaints before reaching managerial level. Provided written communication responses to Attorney General and Better Business Bureau complaints Project Management. Major participant in the development and coordination of the opening of the Houston Call Center to include staffing, build out, training and scheduling.