Customer Service Sales
Resume:
SHIRLEY M. RENFRO
SNELLVILLE, GA 30039
404-***-**** CELLULAR
********-****@*******.***
CAREER PROFILE
Customer Service Professional with proven track record in collections
and production that is tenacious and results oriented. A strong
record of achieved results in collections and cost reductions,
cultivated thinker, motivated problem solver.
. United States Air Force Veteran
. Instrumental member of forbearance team - rated top five in
district
. Strong communication and resolution skills
PROFESSIONAL EXPERIENCE
The Art Institute of Atlanta, Atlanta, GA
1/13-Present
Supply Store Management
Supply Store Manager
Managed supply store staff of ten student employees. Ordered supply
kits, books and technical products for students majoring in culinary
management, audio production, digital film & video and photography.
Controlled receiving of products available to staff, faculty and
students including: food, beverages, medications and Marta monthly
passes. Quarterly meal plans updated and processed via computer
system. FedEx, UPS and US postal service provided. Daily bank
deposit for two cash registers. Month end closing for supply store
performed.
. Introduced vegan & gluten free products.
. Top selling store nation-wide.
SIGNIFICANT ACCOMPLISHMENTS:
. Ensured all book returns were processed.
. Processed Lawson reports to obtain payment of invoices within 30
day timeline.
Ambassador College Bookstores/Everest Institute, Decatur, GA
1/11-9/12
Bookstore Management
Bookstore Manager
Received incoming bookstore orders, phone inquiries and email
requests. Weekly reports: defective merchandise, non-book defectives,
debit memo requests and uniform inventory. Returning
books/merchandise- defective books, returns from students and books no
longer used/new editions available. Daily cash report - cashier
functions: branded goods site & credits and exchanges. Bi-monthly bank
deposit. Reporting of orphan uniforms and pre-packing backpack. Mail
service specialist: utilized UPS and FedEx for book/supply orders and
returns.
. Revised bookstore layout.
. Updated file system.
SIGNIFICANT ACCOMPLISHMENTS:
. Increased temporary personnel and part-time seasonal employee
pool.
. Decreased monthly start returns.
Everest Institute, Jonesboro, GA
12/08-7/10
Nationwide and Canadian certificate education centers.
Student Collections Representative and Customer Care Analyst
Set up cash plans and forbearance accounts, performed daily
collections follow up via email, text, letters and one on one
interaction. Developed and maintained reliable, informative and
professional relations with all departments involved in the process.
Responsible for customer service to students, admissions
representatives and nationwide inquiries. Performed file maintenance,
data entry and provided Notary Public. Coordinated daily bank deposit
and update of balance spreadsheet.
. Led implementation of Forbearance applications campus wide.
. Established procedures and processes for compliance with parent
company regulations.
. Negotiated and coordinated account payment procedures with
students.
SIGNIFICANT ACCOMPLISHMENTS:
. Ranked in top five for district for Forbearance applications.
. Lowered cash plan past due payment status.
ITR of Georgia, Inc., Tucker, GA
9/06-6/08
Private parking and time Management Company.
Accounting Assistant and Customer Care Analyst
Received incoming calls from customers to set up service scheduling,
performed file maintenance and fulfilled return materials
authorizations. Strategies with account executives to increase
revenue generation. Responsible for invoicing, data entry, aged
accounts reconciliations, mail distribution, files maintenance,
receptionist and Notary Public. Coordinated daily bank deposit. Mail
service specialist: maintained and utilized Pitney Bowes postage
machine.
. Assisted CFO in all respects of AP/AR.
. Obtained consistent favorable response from customers for
service scheduling and dispatch of technicians.
SIGNIFICANT ACCOMPLISHMENTS:
. Simplified and increased the maintenance scheduling process.
. Reduced past due AP/AR invoices.
CWC, Inc., Atlanta, GA
12/04-8/06
Office furniture sales and space planning support company.
Customer Care Analyst
Received and processed sales orders in an expeditious manner and
provides necessary paperwork to traffic, billing and inventory
management. Performed customer order data entry, monitored order
acknowledgment verification, inspected warranty and punch list
fulfillment. Provided receptionist back up and file maintenance.
. Recorded all incoming orders for five sales representatives.
. Ensured damaged merchandise was returned for replacement or full
credit.
. Increased telephone order capacity by twenty-five percent.
SIGNIFICANT ACCOMPLISHMENT:
. Improved sales representative sales quotas via clarified sales
order entry and follow up.
Michelin North America, Atlanta, GA
3/03-11/04
International tire manufacturing company.
Tire Lease Administrator and Customer Care Analyst
Processed vendor payments, provided collections, credit card
accounting, tire lease order entry, receptionist, and file maintenance
and mail distribution. Coordinated and tracked progress of each order
to ascertain timely insertion of orders. Provided status updates of
each order for the sales team to communicate status to their clients
when requested. Receptionist and data entry. Mail service specialist:
coordinated outgoing mail, USPO online postage and FedEx.
. Controlled collections processing for tire lease invoicing of
eleven nationwide transportation providers.
. Supervised one employee.
SIGNIFICANT ACCOMPLISHMENTS:
. Reduced past due accounts from 33% to 3% which represented the
lowest level in a three year period.
. Instituted phone and email follow up to leases which decreased
number of past due days on invoice payments.
EDUCATION
American Institute for Paralegal Studies
Paralegal Certificate
United States Air Force Technical Training Institute
Material Control Certificate
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