Customer Service Human Resources

Carol Lynn Harden

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

Dublin, GA 31021

Home: 478-***-**** *********@***.*** Cell: 478-***-****

SUMMARY

A versatile administrative professional with over twenty years of diverse

experiences in the business field. Accomplished in preparing and

maintaining records, reports, presentations, and follow-up files from

locally-developed software systems, such as MS Word, Excel, Power Point,

and Outlook. A strong background in customer services, cashier processes,

clerical, and administrative support duties. Efficiently able to multi-task

and balance the needs of the administrative department and other parts of

the organization for a smoother flow. A strong team player with the ability

to perform in both group and individual capacities.

SKILLS

Processes and Procedures - Administrative Coordination

following compliances and with strong abilities in

regulations record keeping and

maintenance

Customer Service and Events Planning

Cashier Processes/Balancing Typing 45 Words Per Minute

Excellent oral and written

Effective organizational communication skills

and prioritization skills

PROFESSIONAL EXPERIENCE

Friendly Gus Food Stores

2008 - Current

Store Report Auditor

. Reconcile and balance 16 stores daily report/ (112 store reports each

week)

. Correct errors through general ledger entries

. Set up/Organized daily work to provide a more productive flow

. Provide Accounts Payable with accurate vendor invoices for weekly

payment

. Assisted Bookkeeper with monthly reconciliation of various statements

. Assisted Office Manager with reconciliation and data entry of booked

accounts

. Provide excellent customer service to Vendors, Store Managers, and

District Supervisors

. Provide management with various weekly reports on a timely manner

. Handle a 3 line telephone system/process-deliver phone messages

. Provide management with customer issues and complaints

. Cross trained in Human Resources/Payroll Processing

. Sets up and maintain new/current employee records

. Assisted Payroll with employee information for timely process

. Assisted in unemployment claims for Georgia Department of Labor

. Cross trained adjoining department -Quick Books Office Pro -receiving

and billing

. Provide administrative assistance to the President of Friendly Gus

Food Stores

(Continued) PAGE TWO

Government Employees Insurance Company (GEICO), Macon, GA

2007 - 2008

Licensed Customer Service Agent

. Maintained class room average of 93% on all tests and passed all testing

simulations

. Provide excellent customer service to the Midwest and Southeast region

clients

. Processed changes to clients policy

. Handle the customer requests with accurate information

. Resolved customer issues and complaints

. Strive to conduct each call with efficiency and in a timely manner

. Strive for first call resolution

FORD MOTOR CREDIT COMPANY, Macon, GA

1987 - 2007

Wholesale Inventory Clerk

. Received and Processed daily orders for 25 dealerships across the state

of Georgia.

. Ensured client requests were completed on the same day received

accurately, timely, and procedurally compliant.

. Resolved most dealer issues and complaints about processes or procedures

within a 24 hour time period

. Maintained excellent dealer relations including the development of

dealership rapport to assist with the branch receiving an excellent score

of 90 and above on the Dealer Service Index Guide - rating the level of

service received.

. Received the 2006 Chairman's Award for branch participation by providing

excellent customer service, taking call ownership and handling customer

issues regardless of which department efficiently.

Accurately computed and disbursed various incentives for qualified

dealers

. Maintained all record-keeping procedures and various logs accurately on a

daily, monthly, weekly and annual basis.

. Developed improved record-keeping log that assisted sectional clerks with

organization, improved work flow and the elimination of duplicate work,

thereby earning recognition for increasing departmental efficiency.

. Downloaded and provided wholesale auditor with updated and detailed

information to assist with completing wholesale audit in the recommended

one day allowance with minimum follow-up needed

. Selected to assist with the auditing of various clerk functions on a

monthly basis to verify processes are procedure compliant.

. Shared in the development of improved processes and procedures for a

newly launched software program

(Continued) PAGE THREE

. Selected and participated in the annual Regional Branch Operations

Review by performing an audit of departmental processes

Branch Cashier, Accounts Payables and Mail Room Clerk

. Accurately calculated and made daily deposits on the average of $500,000

in checks submitted for processing.

. Successfully balanced branch operations of two financial sections on a

daily basis.

. Researched and cleared any overages/shortages on a daily basis

. Researched and cleared any financial discrepancies on a daily basis

. Monitored and disbursed $5,000 - $10,000 in payables for branch office

expenses.

. Processed on the average 150 pieces of outgoing mail through US Postal

machine, DHL, FedEx and UPS.

. Periodically performed necessary arrangements for branch functions of

about 20-30 people on the average.

Administrative Trouble-Shooter

. Responsible for assisting and supporting various administrative

departments due to broad knowledge of company processes.

. Reviewed and analyzed different clerical processes for procedure

compliancy for supervisor

. Communicated effectively either orally or in writing to internal and

external customers

Contract Administrator

. Reviewed and processed 60-80 vehicle contracts into in-house system the

same day that they were received and held problem contracts no more than

5 business days for resolutions.

. Successfully tabulated program information for disbursements on the

average of $100,000 - $200,000 to qualified dealers on a monthly basis

. Maintained a 2.5% late invoice percentage per branch goal of less than

5%.

. Provided excellent service for internal and external customers to achieve

a 97% Dealer Satisfactory Index Score and 86.9% Customer Service Index

Score.

. Successfully took the initiative to learn the preparations and

calculations of dealer reserve processes to assist supervisor.

LIBERTY SAVINGS BANK, Macon, GA 1984 - 1987

Head Teller

. Supervised 4 branch tellers in banking operations such as balancing

cash drawers and daily work.

. Responsible for submitting branch work to main office for processing

and proofing department.

(Continued) PAGE FOUR

Vault Custodian

. Maintained and balanced branch money vault without any discrepancy

. Ordered, replenished, and exchanged money in vault to branch levels.

EDUCATION

AA, Business Administration, American InterContinental University, Hoffman

Estates, IL, 2007

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