Multi-faceted jobseeker, Cust. Service BS Accounting MBA Logistics S

Lori Broughman

Staunton, VA

****.*********@*****.***

Strong educational background with a diverse field of experience and highly developed customer service skills. Organized, dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Able to work independently; have also managed as many as 35 direct reports.

EXPERIENCE

JANUARY 2023 – PRESENT SELF EMPLOYED

TAX PREPARATION

Conducted in-depth interviews with clients to gather information necessary to complete tax returns. Provided excellent customer service

DECEMBER 2021 – JANUARY 2023 avid hotel by IHG

FRONT DESK CLERK

Answered multi-line phone system to respond to inquiries, transferred calls to correct department or personnel. Retrieved mail, packages and documents on behalf of guests, promptly verified receipt and arranged for pickup or transmittal. Oversaw fast-paced front desk operations and guests' needs at busy facility, checked in guests on average every 4 minutes over 8-hour shift.

JULY 2018 – DECEMBER 2021 super 8 by Wyndham

FRONT DESK CLERK

Greeted visitors and customers upon arrival, provided assistance and answered questions to build rapport and retention. Liaised with housekeeping and maintenance staff to address requests and complaints made by guests. Used internal software to process reservations, arrivals and departures. Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate. Maintained transaction security by verifying payment cards against identification. Responded swiftly to room requests or other inquiries made via establishment website, email or phone. Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout. Maintained customer service through staff shortages by working multiple 16-18 hour shifts, with 6 months of 70 hour work weeks.

SEPTEMBER 2012 – JUNE 2014 AND

SEPTEMBER 2007 – JUNE 2008 Augusta county and staunton city public schools

SUBSTITUTE TEACHER

Filled several long-term assignments, developed lesson plans according to state standards of learning, provided instruction and support to students in the classroom environment, created quizzes and tests, graded work and recorded official term grades for students. Completed short-term assignments that often had no notice. Followed the regular teacher’s emergency lesson plans and maintained an orderly and structured learning environment in the classroom.

DECEMBER 2008 – JUNE 2010 Walmart

INVENTORY CONTROL ASSOCIATE

Verified incoming products. Corrected inventory for any discrepancies. Performed daily inventory counts. Processed damaged goods. Prepared and placed daily replenishment order for assigned section.

CUSTOMER SERVICE MANAGER

Supervised cashiers, service desk and money center associates and operations. Handled price checks, over-rides, adjustments, returns and refunds. Provided any necessary change for the cashier during their shift. Removed all cash drawers in the outer registers within the store at set times for transfer to the cash office. Reset all front-end cash drawers at a set time for the start of a new business day. Resolved customer concerns or notified the appropriate person.

JANUARY 1995 – JANUARY 2013 Fisher auto parts, inc.

PURCHASING AGENT

Managed multiple product line inventory levels for all corporate warehouses. Generated regular orders for all warehouses. Performed regular reconciliation of open purchase orders. Communicated with suppliers on back ordered inventory. Solved diverse supply chain problems involving numerous sources, logistics and scheduling factors. Implemented policies to minimize unnecessary inventory movements, reducing costs and waste. Processed special order items requests from individual stores, including locating vendor and negotiating cost, as well as establishing pricing levels to the store and the final sales price to the customer

STORE MANAGER

Achieved 2nd highest volume of sales in chassis and suspension parts corporate wide in 1998. Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget. Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings. Introduced new methods, practices and systems to reduce turnaround time. Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation. Managed store employees successfully in a fast-paced environment through proactive communication and positive feedback. Completed point of sale opening and closing procedures. Reconciled daily sales transactions to balance and log day-to-day revenue. Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements. Reviewed performance data to monitor and measure productivity, goal progress and activity levels. Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.

JUNE 2009 – JANUARY 2010 people’s choice answering service

CUSTOMER SERVICE

Answered multi-line phone system, took messages for a variety of clients. Followed individual directives of each business for every call.

JANUARY 2008 – APRIL 2008 liberty tax services

TAX PREPARER

Conducted in-depth interviews with clients to gather information to complete tax returns. Provided excellent customer service.

SEPTEMBER 2003 – MARCH 2004 AND NOVEMBER 2001 – FEBRUARY 2003 APPLEBEE’S

SERVER AND PREP COOK

Set up workstation according to diagram. Prepared menu items according to recipes and specifications, and accommodated customer special requests. Provided suggestions regarding food, drinks and service. Provided excellent customer service.

JULY 2002 – JANUARY 2009 valley auto glass, INC.

OWNER/OPERATOR

Began operations as a sub-franchise for NOVUS in July 2002. Became fully independent in December 2003, and incorporated in July 2004. Managed all daily operations, including glass installations, sales tax reports and payroll, advertising and hiring. Compiled annual state and federal tax returns. Reduced glass costs by approximately 35%, through a combination of increased purchasing power and strategic negotiations with suppliers. With the addition of a new supplier in 2006, reduced overall costs an additional 4%. Certified installer through NAGS and DOW. Member of the President's Small Business Advisory Committee 2005. Recognized in 2008 as a member of Cambridge's Who's Who Registry of Executives, Professionals and Entrepreneurs.

EDUCATION

2011

EXECUTIVE MBA LOGISTICS AND SUPPLY CHAIN MANAGEMENT, kaplan university

Graduated Cum Laude

2008

ADVANCED START BACHELOR OF SCIENCE ACCOUNTING, kaplan university

Graduated Summa Cum Laude

1993

AA&S BUSINESS ADMINISTRATION, Dabney S Lancaster Community college

Graduated Magna Cum Laude

1991

AA&S GENERAL STUDIES, POLICE ADMINISTRATION, DABNEY S LANCASTER COMMUNITY COLLEGE

SKILLS

•LOGISTICS •FREIGHT •MANAGEMENT

•INVENTORY CONTROL •PROBLEM SOLVING •TRAINING/MENTORING

•PROCUREMENT •PROCESS IMPROVEMENT •ACCOUNT RECONCILIATION

•FORECASTING •PRICING •PAYROLL

•SUPPLY REPLENISHMENT •TIME MANAGEMENT •CUSTOMER SERVICE

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