Nancy A. Holman

***** **** **** ****

Dade City, FL 33525 wv3t6l@r.postjobfree.com Cell: 229-***-****

Dedicated office manager with 8+ years of experience in general accounting, A/R and A/P in a retail setting. Consistently achieved record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations, successful A/R collections and retention.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Areas of Expertise

A/R Collections Supervision

Office Accounting Procedures

Complaint Handling & Resolution

Customer Service

Conflict Resolution

Interviewing, Hiring and Training New Hire Paperwork/Payroll

Cash Handling

General Accounting Procedures

Professional Experience

KELLY SERVICES/COCA_COLA REFRESHMENTS-Brandon, FL Dec 09 to Present

Financial Shared Services 12/09 to Present

Fostered an environment in which customers enjoy high levels of service and deliver top performance in collections. Develop and train FSS Contact Solutions Internal Helpline.

Selected Contributions:

Helped support and maintain collections in all areas, including but not limited to ACH and Credit Card Forms, FBRA’s and Line Item Transfers, emails and telephone contact with customers.

Developed and trained associates on FSS Contact Solutions Helpline procedures

Produced customer service scripts maintained and followed by FSS Contact Solutions Helpline team.

Exemplified the customer service for which the Coca-Cola brand is known for.

Skilled at SAP, AS400, Ice Cold and I Vault.

TURNER’S FINE FURNITURE-Valdosta, GA 06/03 to 09/09

Office Manager, 08/05 to 09/09- Customer Service Representative, 06/03 to 08/05

Promoted to manager position to recruit, train and supervise 25+ sales people and four office administrators and cashiers. Fostered an environment in which customers received high levels of service and employees were motivated to deliver top performance. Managed front-end operations to ensure friendly and efficient transactions. Selected Contributions:

Collection of all In-House Accounts 1.1 to 1.5 Million in A/R and maintained at 96% currency. Supervised all accounting, customer service and office day to day details and operations including cash handling and daily accounting. Maintained records and confidentiality of all outside financing paperwork.

Elevated store’s customer-satisfaction index within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

Interviewed, hired, trained and supervised all office administrators, pre-employment evaluation of and trained sales staff regarding company policy and office procedures in two stores, and contributed to significant improvements in customer satisfaction and sales.

Reduced staff turnover by 15% in 2007, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.

Won “Employee of the Year” for 2008.

DIVERSE EXPERIENCE-Data Entry Customer Service & Office Supervision

Proficient Computer Skills Excellent Interpersonal and Communication Skills Ability to Work Well With Others, in Managerial, Supervisory or Support Roles Maintains Positive Attitude Follows Directions Outstanding Sales Ability Accurate Typist Effective Time Management Skills Lively Upbeat Ability to Multi-Task and Prioritize

Education and Training

TAMPA COLLEGE Tampa, FL 1988 to 1990

Concentration in marketing and management

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, and leadership and performance assessment