Customer Service Support Specialist
Resume:
Joni Powers
***** ********** ****, *********, ** 72022, *****************@*****.***, 501-***-****
QUALIFICATIONS SUMMARY
I am a highly personable Professional with ten years of experience in a call center environment, including Human Resources, Sales Team Management, Quality Assurance and working under pressure to meet sales goals. I have training in customer service, management skills, recruiting and training skills as well as many aspects of human resources and clerical experience. In addition, I have 9 years of accounting experience, both accounts payable and receivable, as well as business to business collections. I am a Notary Public for the State of Arkansas.
I was employed with The Heritage Company for ten years consecutively. I have nine years of experience in Corporate Accounting, including bookkeeping, Accounts Payable and Receivable, balancing corporate checkbook, year-end audit procedures, collections on delinquent accounts, as well as the responsibility of creating in upwards of 300 invoices per month, totaling over $400k in revenue, from scratch. Both for Inspection Invoicing as well as Geotechnical Invoicing. Creating and maintaining a database for these billings and collecting on delinquent accounts by interacting with our attorney if needed. I have collected over half a million dollars in collection accounts alone, aside from the amount I bill each month. I am grateful to have had the opportunity to expand my professional horizons in many ways. I embrace the concept of working my way up from entry level, which I have done in all my longstanding careers. I work best independently, but also have proven effective in team projects, usually assuming the leadership role in such projects. I am very organized with a drive to succeed in life and to create a comfortable living for my family. Aside from that, I am advanced in all Microsoft Office programs, and am in the process of obtaining my online Quickbooks certification.. Any other accounting software I may not be familiar with, I am very quick to learn. I thrive in a fast-paced environment and find personal pride in meeting deadlines while working under pressure. I enjoy the accomplishments of not only meeting these deadlines but find personal pride in going above and beyond what is expected of me in my role. Thank you in advance for taking the time to read this and for your consideration. I very much look forward to meeting with you and discussing my professional experience in person or online meeting. Personal and professional references are- available at request. Sincerest Regards,
JONI POWERS
GRUBBS, HOSKYN, BARTON & WYATT, INC
Little Rock, AR (Laid Off)
July 2013–July 2022
Accounts Receivable • Accounts Payable • Billing
Specialist • Collections Manager
• Ensured all financial statements and invoices were disbursed to clients in a timely manner. Processed more than $200k/month for accounts receivable.
• Business to business collections on delinquent
accounts (with over $500k in collections on
delinquent accounts to date
• Some of these accounts required me to get our
attorney involved. However, I was able to collect
$468k (94%) of these past due accounts on my
own, saving the company tens of thousands in
attorney/litigation fees.
• Tracked and processed Accounts Payable invoice
entries into our in-house Vendor Payment System.
Ensured all financial obligations were disbursed to vendors on time.
• Single handedly implemented e-invoicing. When I
began at Grubbs, we were sending 200-300
invoices by USPS mail. By the time I left, we were sending 2-3 invoices by mail per month, saving
the company thousands in postage costs.
• At the beginning of a job, I implemented a system for clients to sign an Authorization Letter to
gather relevant billing information. This was all
done electronically. From the information given to me, I maintained a database daily for billing and
collection purposes. Most members of the firm
currently use this database day to day.
14025 Cottontail Lane
Alexander, AR 72002
*****************@*****.***
• At the beginning of each billing period, I drafted
$100k + in Inspection invoices. I corrected
trip/travel charges, as well as any billing rate
corrections. I then turned invoice drafts into
Principal Engineer for final approval, typed each
invoice by hand, triple checked math on each
invoice, and then scanned and sent each invoice
to each client electronically.
• Processed Excise Taxes monthly.
• Balanced checkbook daily and sent a daily cash
report to all VPs,
• Assisted with the year-end accounting audit
process conducted by an outside firm.
• Responsible for recording daily deposits, writing deposit amounts manually into the checkbook,
and entering into the BST system.
• Filing, copying, scanning, various other clerical tasks, and special projects, such as ordering
company phones, renewing vehicle tags, tracking,
and paying state income taxes, and any other
projects requested of me.
HEWLETT PACKARD
Conway, AR (Laid off)
March 2011-July 2013
Technical Support Specialist
• Assisted customers by phone with
troubleshooting of both software and hardware
of HP Desktop computers, laptops, and printers.
• Completed all necessary and ongoing training and certifications.
• Assisted Team Leader with daily, weekly, and
monthly contests.
• Exceeded quality standards regularly.
• Exceeded positive customer survey goals
regularly.
THE HERITAGE COMPANY
Sherwood, AR (Left for better opportunity at HP)
July 2000-March 2011
Various Positions Held
Human Resources Manager (October 2007-March 2011)
• Maintained duties of Recruiting & Training
Manager and became more involved in HR with
an emphasis on human relations.
• Oversaw recruiters and trainers in 9 different
satellite facilities. These recruiters and trainers reported directly to me.
• Compiled weekly reports to upper management,
the overall staffing percentage companywide.
• Kept staffing at 90% or greater.
• Assisted the VP of HR with various tasks and
projects.
• Planned from beginning to end, company wide
events, such as annual awards ceremonies,
annual company wide events at the zoo, Wild
River Country, Murry’s Dinner Playhouse,
Arkansas Repertory Theater, and the Heritage 50th
Anniversary Gala at the Statehouse Convention
Center
• Assisted Senior Management and Leadership with
various other tasks and projects.
• Administered disciplinary action and following
company guidelines regarding the actions and
termination of employees.
• Often traveled to satellite offices to investigate grievances and complaints, as well as to “sit in” to oversee training classes and interviews, to offer
Recruiters feedback on training and interviewing
techniques.
• Represented Human Resources and the Company
in resolving problems or conflicts with the
company’s best interest in mind.
• Provide guidance to Management and Senior
Management on employee performance and
disciplinary issues.
• Conduct audits and sensitive investigations of
more serious internal complaints in a discreet and professional manner.
• Developed and implemented training programs
for all employees (2,000+), including assistance
with semi-annual management meetings and
retreats, as well as training management on
effectively dealing with people.
*Annual recipient of Rising Star Award for gaining new skills and pursuing professional success*
Recruiting & Training Manager (September
2006-October 2007)
• Oversee and manage 13 members of the
company Recruiting & Training team, in 9
different satellite facilities.
• Day to day communication with members of
Leadership, Senior Management and
Administrative personnel.
• Responsible for maintaining staffing throughout
all outbound sales divisions at 95% based on
specified authorized Director’s needs, for a total of over 1,200 stations companywide.
• Maintenance of all Internet recruiting job sites, to include implementation and assistance of design
of the company's own career site.
• Compile a competitive salary analysis by gathering information from all facility recruiters as well as information as available outside of the company.
• Maintain and distribute staffing and station
reports weekly.
• Design of most flyers and posting for positions
open within the company.
• Assisted Recruiting Director at special events.
• Oversee planning of administrative luncheons.
• Track and analyze media for the most economical
cost per hire.
• Attending job fairs and other networking events.
• Compiled monthly, quarterly, and yearly recruiter reports.
• Maintenance of Recruiting & Training areas.
• Wrote and published “This is Your Heritage”
newsletter.
• Responsible for weekly submission of all company advertising with local media.
• Gathering material and organizing annual
Recruiting and Training Retreat.
• Responsible for the training of all new Recruiting and Training team members.
• Travel and assist at different facilities whenever needed.
• Screen and often interview applicants for various administrative and leadership positions
companywide.
Assistant to the Director of Recruiting, Training & Special Events (May 2006-September 2006)
• Backup and second in charge in Director’s
absence.
• Scheduling of all recruiter interviews.
• Screening of all applicants.
• Answering company switchboard.
• Designing of flyers and postings for open positions and special events throughout the company.
• Assist at special events.
• Oversee planning of administrative luncheons.
• Checking over all new hire paperwork to ensure
accuracy.
• Attendance of job fairs and other networking
events.
• Monthly, quarterly, and annual compilation of
Recruiting Reports.
• Maintenance of Recruiting and Training areas.
• Writer and publisher for company newsletter.
• Scheduling of Executive Conference Room.
• Ordering of office supplies.
• Weekly submission of all advertising with local
media,
Sales Recruiter (2004-2006)
• Maintained an open line of communication with
district directors and senior management to
ensure staffing needs were met.
• Physically checked each department weekly to
verify staffing needs by both hours and people.
• Maintained 100% of Director authorized staffing
goals consistently, with a minimum goal of 95%.
• Submitted weekly advertising to the Director of
Recruiting or other assigned personnel.
• Screened daily calls and recorded number of calls received.
• Scheduled and tracked all interviews.
• Maintained a minimum of 25 interviews per
week.
• Ensured utilization of most recent copies of new hire paperwork to include all government related
forms.
• Tracked and used the most cost-effective
advertising media pulling the most responses.
• Keyed all applications into an AS400 system
before the interview process.
• Ensured accuracy of all paperwork and keyed
information.
• Networked and built quality relationships with
area schools, universities, and other
organizations.
• Attended job fairs and other networking events.
• Completed and submitted all weekly and monthly
reports.
• Updated and distributed competition reports.
• Ensured knowledge and compliance of all state
and federal employment laws.
Consumer Sales Manager (2003-2004)
• Responsible for managing up to 12 Telephone
Sales Representatives (TSRs) that called on behalf of various non-profit clients (mostly state level
Special Olympics organizations) to solicit
donations and pledges for these non-profits.
• Daily, weekly, and monthly tracking of sales for each individual TSR and the department.
• Ran daily, weekly, and monthly contests to boost incentive and morale.
• Implementation of Quality Assurance guidelines
set forth by the company, as well as state and
federal government disclosures.
• Heavy customer service duties to include handling customer complaints and honor customer
requests to be placed on our Do Not Call List.
• Administering disciplinary action and following
company guidelines regarding disciplinary actions
up to and including termination.
• Heavy motivation skills to boost morale and often excite people in a job that can be discouraging
and tedious.
Moore High School, Moore, Oklahoma
• General Studies – High School Diploma
References available upon request.
Contact this candidate