Customer Service Social Media

LESLIE ROBERTS

479-***-**** • *****************@*****.*** • HINDSVILLE, AR 72738

Goal-driven Analyst polished in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Over 5 years of experience. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth. Dependable with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Summary

Skills • Documentation and Reporting

• Workflow Analysis

• Root Cause Analysis

• Audit Support

• Report Preparation

• Issue Identification

• System Analysis

• Information Gathering

• Data Research and Validation

• Complex Problem Solving

• Policy Improvements

• Customer Relations

• Improvement Plan Knowledge

• Process Improvement

• Data Analysis

• Process Analysis

• Analytical Thinking

• Experience in Leadership

03/2023 - Current

Analyst 1, BNSF Logistics, Springdale, AR

Experience

• Review and manage a daily aging report and prioritize needed actions on accounts Work with accounts data to analyze discrepancies, find the root problem, and solve to resolution, while collaborating and assisting other departments

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Collect and compile supporting documentation from operations to complete the collections process based on customer billing requirements or contracted load requirements

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Communicate with my customers and their representatives to inquire about past due receivables and assist them with issue resolution as needed

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Work through assigned accounts' unbilled loads and reach out to carriers for documentation required for invoicing and submit to be invoiced

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Prepare the appropriate corrections to the invoice, payments or account, along with providing documentation to support the adjustments

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Work to improve the quality and accuracy of the accounts receivable open balances while ensuing the best-in-class customer experience

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Compile and present collection reports, bad debt reports and other report information to various areas of the business including credit, operations, and sales

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08/2021 - 03/2023

CSR to Senior CSR, Chambers Bank

08/2020 - 07/2021

Title Coordinator, Realty Title And Escrow

11/2016 - 08/2020

Specialist IV to Specialist V, Walmart/Genpact

• Activation of new customers and participation in the customer onboarding process

• Perform any other business-related duties as required or assigned.

• Assist customers with banking needs and questions

• Perform deposits, withdrawals, transfers, and loan payments

• Open Checking, Savings, Certified Deposits, IRA's, and Business accounts

• Create and maintain schedules for 3 locations

• Oversee 3 branches with 8 employees

• Acted as interim Regional from September 2022 to January 2023

• Overseen 5 branches, 15 employees and managers

• Prepared reports for monthly meetings

• Audited branches

• Overseen the hiring process and conducted interviews.

• Receive title orders and request title searches

• Input information from searches into RamQuest

• Make sure all taxes, liens and/or Judgments, are paid and satisfied

• Assist the lender, clients, and agents with any questions

• Receive closing documents to prepare the CD/HUD

• Prepare the schedule for the closer and clients

• Balance with the lender and split title company

• Prepare the closing packages for the closer and customers.

• Accounts Payable – Bank Recon

• Reconcile and balance multiple store's daily accounts

• Contact and work with multiple stores to correct any discrepancies in the account

• Reconcile and balance multiple store's Negative Net account Contact and work with multiple stores and/or banks to correct any discrepancies in the account

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• Worked on multiple projects

• Negative Net Accounts

• SAP Account balancing

• Currency Exchange

• Accounts Payable - Transportation

• Receive and process transportation invoices from brokers

• Work with the brokers when there is discrepancy in the invoice

• Reconcile the monthly ACH account

• Pull monthly reporting

• Contact brokers for any missing information

• Balance the account with the Custom and Border reports

• Create invoices and correct any discrepancies with the total paid to customs. 01/2006

G.E.D

Education And NTI, Springdale, AR

Training

Additional Work

History

• Paralegal, Steven H. Kay & Associates, 07/01/15, 11/01/16

• Southern Farm Bureau, 02/01/12, 06/01/15

• Financial Aid/Collections, Career Academy of Hair Design, 03/01/10, 11/01/11

• Title Manager/Closer, American Title & Escrow, 05/05/06, 11/30/10

• Loan Originator/Processor, American Mortgage of Rogers, 08/03/05, 11/30/08

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