Customer Service Manager
Resume:
CAROLIN MAXWELL
MANAGER
SUMMARY
Dedicated and highly accomplished Manager with excellent contribution to business growth and development enabled through efficient management of operations while ensuring clients satisfaction. Demonstrated proven ability in team management and training, customer service and support, financial management, suppliers/vendor relationship and personnel training aimed at promoting overall performance towards achieving financial and business goal. I seek opportunity in an organization where I will utilize my extensive experience and training towards driving business and operational growth. EXPERIENCE
Accounts Payable/Receivable
Strategic Communication
Invoices/Payment Transaction
Corporate Accounting & Bookkeeping
Project Management
Relationship Building
Berger Paints Jamaica Limited
Credit and Collections Officer Nov. 2015 – June 2017
• Facilitate operational efficiency through excellent management of daily A/R processes
• Successfully process payments to customers’ accounts in a timely and accurate manner as well as market visit to customers
• Enable easy flow of communication and information by conducting quarterly sales/collection meetings Achievement
Ensured customer satisfaction through prompt reconciliation of customers’ accounts and statements Xerox
Service Delivery Manager I Dec. 2010 – Oct. 2015
• Facilitated revenue management with accurate recordkeeping and documentation that enabled internal and external audit
• Efficiently processed up to 60,000 invoices and payments ($120M) monthly for large, multisite organizations
• Planned and executed gap analysis relating to staff skills and statement of work as well as resolved various issues to the satisfaction of all parties
• Developed and implemented documents work step instructions that served as training and work guidelines
• Ensured financial efficiency by assessing and closing A/P sub-ledger; validated and compiled monthly reports and metrics
• Prepared effective accounting and ad-hoc reports summarizing A/P data for supply chain, HR and other departments Achievements
Enabled successful daily operation by developing customized dashboards for multiple business units that highlighted key trends and insights for senior management
Enhanced operational performance through supervision, mentoring and coaching of thirty associates and conducting performance evaluation
Successfully improved customer service rating from 67% to 92% within 18 months through excellent working relationship with internal and external clients
Contributed to users trust and satisfaction by training them and serving as their primary go-to troubleshooter
Facilitated significant time-and-cost-savings by implementing process automations that fostered an environment of continuous improvement
Accounts Payable Supervisor Aug. 2008 – Nov. 2010
• Enhanced overall customer service and work processes by grooming personnel through excellent training
• Managed financial operations including reconciliation of month-end general ledger and AP aging analysis
• Improved organization and vendor’s relationship by reconciling vendors account along with the AP system
• Served as Project Lead in Accounts Payables group for special projects
• Facilitated business growth by participating in the planning and implementation of business policies and procedures
• Provided effective management of payable service and served as primary backup to accounts payable manager as well as assisted with bank reconciliation
Achievements
Improved overall personnel performance by devising effective training technique for new and existing staff
Assisted in the reduction and recovery of debit balance of over $10M
Operation Management
Financial Operation
Suppliers/Vendors Relations
Data Entry& Metric Compilation
Team Building
General Ledger &Payroll Operation
Business Management/Development
Customer Service & Support
Credit & Collection
Purchasing/Procurement
Personnel Training
Spreadsheets & Accounting
EXPERTISE
***********@*****.***
120 Highland Circle, McDonough GA 30253
Authorized to work in the US for any employer
Account Payable Team Lead Nov. 2005 – Jul. 2008
• Devised effective training program that improved personnel operational performance
• Effectively resolved customers issues and escalated issues from internal and external customers
• Planned and scheduled training sessions and meeting and facilitated efficient flow of communication and information Achievement
Enhanced customers satisfaction through efficient resolution of all customer issues Payroll Analyst Apr. 2003 – Oct. 2005
• Built and maintained effective relationship with employees and motivated them towards improved performance
• Audited employee deductions, taxes and evaluated variance on a weekly basis Holiday Inn Sun-Spree Resort
Accounts Clerk Jun. 2000 – Mar. 2003
• Advised and Liaised with other departments in purchasing projects and potential bids and ensured their success
• Enhanced operational efficiency by ensuring stock inventory levels were maintained
• Built and cultivated excellent relationship with suppliers and slashed purchase costs by obtaining adequate information from them
• Efficiently resolved balance sheet items from 1998 including payroll related accounts, suspense and accruals and purchase reports on long outstanding debt
• Prepared purchase orders, managed quotations and requested quotes as well as assisted with the procurement of goods and services
• Effectively reconciled sub-ledger balances to general ledger and processed payroll for over 250 employees
• Performed data entry operation and ensured timely update of all account information Achievement
Ensured efficient operations by ensuring the availability of cash for daily operations management The Revenue Board
Registration Clerk Mar. 1996 – Feb. 1999
Manual Security Bank
Customer Service Representative, Teller, Audit Clerk, Relief Officer and Loans Officer Apr. 1991 – Aug. 1995 EDUCATION & TRAINING
BSC from the University of the West Indies; 2009
Management Studies (Upper Second Class Honors)
Diploma from Western Hospitality Institute; 2001
Hospitality and Food and beverage Management
Training
7 Habits of Highly Effective People (Stephen Covey) ACE (Achieving Competitive Excellence) Quality training Coaching to Maximize Performance
Customer Service
Dispute & Conflict Resolution
Effective Manager
Emergency Response
FISH Philosophy
Performance & Appraisal Skills
Sarbanes and Oxley
Time Management
Generations at Work
Mid-Level Leadership (MLL)
Courses in Six Sigma
TECHNICAL SKILLS
SAP NXTREND MASTERPAK GEAC ACCPAC BAAN
INTUITIVE MANMAN JDE LOTUSNOTES MICROSOFT DYNAMICS NAVISION
Microsoft Office Suite
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