Logistics
Resume:
Velicia Spradley **** Princess Anne Court
Orlando, FL 32811
Email: ********@*****.***
Skills:
Supervising and managing team members and large projects. Proficient in Microsoft Office, including analyzing and managing large Microsoft Excel files with over 10,000 records. Developing solutions and implementing techniques for migrating and protecting sensitive financial and customer related information through various industry standard customer service softwares and programs. Present corporate related training materials to large groups with professionalism and integrity. Conflict resolution and addressing internal escalated issues. Effectively reconciling the accounts receivable general ledger balance with the total of unpaid customer billings from a company’s sales ledger. Managing departmental budgets and preparing financial projections. Communicating effectively with customers from diverse backgrounds. Maintaining large inventory and processing purchase and work orders. Critical thinking.
Work Experience:
Unit Controller III - May 2021 – Current
Sodexo- Universities, Facilities Management Remote
●Train team members on asset operations and business processes through the IBM Maximo Asset Management Software.
●Process, review, and submit monthly financial and work order reports to upper management.
●Develop and maintain spreadsheets to track, monitor, and manage large purchase orders, sensitive insurance claims, and grant applications with professionalism and integrity.
●Administer financial audits and prepare monthly end close journal entries and account receivables aging reports in accordance with federal and company regulations and policies.
●Manage the accounts payable process while ensuring the accuracy and timeliness of payments and invoices while maintaining good working relationships with vendors and customers.
●Facilitate employee appreciation initiatives and team building activities with upper management.
Workforce Management Employment Security Representative - October 2017 – May 2021
Florida Depart. of Economic Opportunity - Reemployment Assistance 850-***-**** Tallahassee, FL
●Analyzed and collected information from individuals claiming unemployment and natural disaster claims.
●Provided an overview of the benefit payments on unemployment and natural disaster claims to customers in accordance with State statutes.
●Administered and maintained Microsoft Excel spreadsheets of the customers receiving financial benefits and presented a summary of the spreadsheets to upper management.
●Promoted and provided community resources and recommended the appeal process, redeterminations, pre-qualifications, and eligibility status to customers seeking unemployment or natural disaster claims.
●Oversaw the productivity of clients and vendors by assessing, analyzing, and reporting their employee productivity at the local, departmental and State levels.
Administration Operations Manager - April 2016 – July 2017
LiveWell Family Services 407-***-**** Altamonte Springs, FL
●Supervised and evaluated the Administrative Office staff, which included the Human Resources Functions, the Health Information Management, Accounting, and Secretarial Staff.
●Administered and managed departmental operating budgets in accordance with fiscal sound practices and procedures.
●Developed, implemented, and maintained a suite of policies, payroll, and procedures for the Human Resources Department.
●Managed the recruitment of identifying, sourcing, screening, shortlisting, and interviewing candidates for jobs (either permanent or temporary) within the company.
●Researched and identified measures to increase the value of the company’s enterprise while earning more profits through effective business management techniques and strategies.
●Maintained and updated an inventory of sensitive client and billing information through Theranest, which is a service platform used by therapists and counselors to streamline and manage their practices.
Service Account Manager; Research Business Analyst – April 2012 – May 2016
UnitedHealth Group- Optum 800-***-**** Orlando, FL
●Reviewed and verified Family and Medical Leave Act (FMLA) and Disability forms from customers for validity and compliance with HIPAA/HITECH Federal requirements.
●Analyzed and resolved issues from customers related to medical claims, medical finance accounting, and incentive programs through the use of proprietary health tools and databases.
●Served in a consultative capacity to ensure customer satisfaction, retention, contract renewal, revenue maintenance, and adding additional lines of business in accordance with company policies and procedures.
●Created and managed IT related tickets and tasks by using the Hewlett Packard Service Manager software.
●Utilized the Salesforce Customer Relationship Management (CRM) software to actively interact, track, manage, and resolve all customer related issues and information.
●Analyzed the customers’ claims and determined their eligibility for health care benefits.
Technical Support Supervisor III and Customer Support Center Supervisor – 2005 - 2010
Invivo Patient Monitoring Devices Subsidiary of Philips Medical 800-***-**** Orlando, FL
Technical Support Supervisor III 2009 - 2010
●Administered and managed all service-related call activities, including the logging of incoming calls, coordinating call flows to technical support, and other support functions.
●Coordinated, managed, and supervised a team of 15 Tier 1 and Tier 2 Technical Support Specialists on a 24/7 yearly on call basis.
●Implemented scorecards to measure and monitor the efficiency of In Call Abandon Ratios, Grade of Service, Quality, Trend Analysis, and call volumes to sustain and improve the call center’s performance.
Customer Support Center Supervisor 2005 - 2009
●Managed the Invivo customer service call center team, which included ten 1st level Customer Support Representatives in a call center environment. These representatives were responsible for creating cases, ordering service parts and service loaners, processing cases, receiving the units in for repair, providing administrative support to the Service Department, Sales, and dispatching technicians to the site.
●Implemented Customer Satisfaction Surveys and provided supervisory feedback on low scores to team members. As a supervisor, the team averaged a score of 94 percent on customer satisfaction scores.
●Facilitated one on one monthly coaching session with team members to discuss their successes, areas of improvements, development plans, and process changes that would contribute to the department.
●Implemented efficient procedures and practices for identifying problems, tracking, documenting, and reporting of metrics and closed out the open case resolution by 75 percent as a team.
Education and Certifications:
●Associates Arts in Business Administration Technology, Valencia College, Orlando, Florida.
●Effective Leadership Advanced Leadership Certification, Rollins College Winter Park, Florida.
●National Seminars Training Certification.
●Effective Coaching Techniques for Managers Certification.
●Dealing with Difficult Employees Certification.
References:
●Will furnish upon request.
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