Customer Service Sales
Resume:
OPHELIA ALSTON FRANCIS
Rocky Mount, NC 27804
***********@*****.***
Polished, professional customer service/administrative representative offering:
10+ years of experience providing customer support in busy call center environments
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty
Strategic-relationship/partnership-building skills – listen attentively, solve problems creatively, and use tact and diplomacy to achieve win-win outcomes
Managerial and Human Resource experience
Project Management
Thrive in a high volume and high pressure work environment
Possess strong communication and organizational skills
Technical skills: Microsoft Office, Peachtree, Solomon, Platinum, ROI, Quicken, Quick Books, MAS90, FRX Reporting, iMIS, AS400, SAP, Monarch, ADP, Paychex, Hyperion
EXPERIENCE
P.E.P. Transport
1/2015-Current
Independent Administrative and Finance Consultant
Manage and maintain financial and administrative records – accounts payable, accounts receivable, bank reconciliations, payroll, financial reporting
Input company controls and policies for drivers
Hospira, Inc. – Rocky Mount, NC
3/2011-1/2015
General Ledger Accountant/Team Lead
Handled customer inquiries, complaints, billing questions and payment service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best option solutions. Interface daily with internal partners in accounting, field services, and operations.
Key Accomplishments:
Functioned as a key member of the finance team; informing business partners of emerging trends and department performance to align operational and financial resources with growth objectives. Resolved an average of 350 inquiries in any given week
Functioned as liaison between facility leaders and the Finance Department ensuring that all deliverables were met
Coordinated and lead monthly financial review meetings; prepare presentations accordingly
Manage overseas contractors in areas of general ledger, accounts payable, fixed assets, and capital projects
Review, update, and create standard operating procedures (SOPs) to ensure consistent and accurate processing of data
Monitor business processes and recommend quality control initiatives to improve internal financial efficiency
Automate AP processes to expedite the processing of critical information
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations
Solus Industrial Innovations/System Plast – Sanford, NC
11/2004-8/2009
Accountant/Sales
Handled incoming calls from customers, responding to inquiries, resolving problems and correcting sales errors. Provided quotes and input to help customer find appropriate parts for their business.
Key Accomplishments:
Recognized as #1 customer service rep (out of 20 representatives companywide). Ranking was based on accuracy, customer service, duration of calls and availability
Contributed to a 10% sales increase by improving lead-generation and sales-tracking techniques
Met bonus requirements quarterly by meeting sales quota which increased sales for company bottom line
OPHELIA ALSTON FRANCIS
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HRW, INC. – Raleigh, NC
12/2000-1/2004
Accountant
Provided direction and leadership relative to performing all accounting functions – accounts payable, accounts receivable, financial reports, cash management, budget management and principles, forecasts and plans.
Key Accomplishments:
Managed HR Department – new hire orientation, interview and select qualified candidates, benefits administration, workers compensation, payroll, and training.
Maximized interdepartmental relationships through restoration of communication lines.
Successfully coordinated external and internal audits.
Streamlined preparation, compilation and reporting procedures for monthly financial reports.
NATIONAL APARTMENT ASSOCIATION – Alexandria, VA
1/1996-11/2000
Assistant Director of Finance/HR
Presided over the financial, accounting, and HR functions.
Key Accomplishments:
Served as liaison and provided information for the Budget and Finance Committee and Board of Directors.
Directed the implementation of automated accounting systems.
Improved financial controls and reporting, as related to accounting principals, theories, methods, and procedures.
Established and maintained quality-working relationships among staff and members/clients.
EDUCATION
BS in Business Administration, Minor in Accounting, Elizabeth City State University, Elizabeth City, NC
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