Customer Service Team Member

Joy Wilkerson

Certified Business Manager

Olive Branch, MS 38654 901-***-****

***********@*****.*** linkedin.com/in/joy-wilkerson

PROFESSIONAL SUMMARY

Accounting and Business Operations Specialist with 25+ years of experience applying standard financial concepts and office management procedures in finance, medical, telecommunications, and real estate industries

Expertise includes project planning, office management, budget management, cost reduction, invoicing, reconciliation, administration, inventory management, performance evaluation, and social media

Organized and detail-oriented, skilled at analyzing information to find and apply solutions to complex problems

Strong communicator and relationship builder, excellent at encouraging cross-functional teamwork and translating strategic partnerships into valuable network contacts to elevate client service

Superior ability to adapt in dynamic, fast-paced environments and confidently prioritize shifting objectives

CORE COMPETENCIES

Operations Management

Accounting & Finance

Strategic Planning

AR / AP

Process Improvement

Business Development

Data Analysis

Tracking & Reporting

Account Management

Business Operations

Software Documentation

Contract Negotiation

Diversity Management

Communication

Leadership

Team Building

Customer Service

Problem Solving

PROFESSIONAL EXPERIENCE

R & W Heating and Air and Plumbing, Inc., Nesbit, MS

Co-Owner & Vice President December 2016 – April 2023

Identified opportunities to improve business process flows and productivity, which led to measurable improvements in key metric areas: 85% increase in profit, 80% boost in time savings, and 89% increase in cost savings

Researched practical software for the HVAC industry and scheduled demos with different software vendors while introducing new software platforms at the company

Demonstrated proficient leadership skills to motivate employees and build competent teams

Managed financial, operational, and human resources to optimize business performance, decreasing billing discrepancies by 99% and potential risk by 92%

Used market insights to capitalize on key business opportunities for new advantageous partnerships

Implemented Home Warranty insurance with vendors and third-party management companies to increase revenue and service calls, which increased revenue by 98%, team member gain by 40%, and team member retainment by 100%

One Call Telecom, LLC, Memphis, TN

Customer Advocate October 2017 – October 2018

Retained needed vendors by scheduling monthly one-on-one meetings to review accounts, maintain trusted relationships, and ensure all services were satisfactorily

Reduced process inconsistencies and effectively trained team members on best practices and protocols

Leveraged extensive knowledge of products and services and offered optimized customer support, which increased sales by 90% and improved risk avoidance by 99%

Helped grow team members by 45% and contributed to a friendly, collaborative work environment that facilitated 92% team retainment

Bronze Builders, Memphis, TN

Office Manager March 2014 – November 2016

Optimized organizational systems for payment collections, deposits, deductions, invoices, reports, payroll data, employee status, and recordkeeping while providing system support for management

Conducted routine audits of payroll transactions to identify any discrepancies and initiate necessary corrective action

Provided exceptional customer service to all callers, reviewing customer and staff feedback to evaluate concerns and make appropriate business adjustments when needed

Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient

East Memphis Podiatry Group, Memphis, TN

Senior Executive Administrative October 2007 – May 2013

Assisted Manager with billing duties, including AP/AR, collecting and verifying patient insurance and co-pays, and collecting on outstanding balances

Backed up Medical Assistant during in-house surgeries and performed all PAD testing for patients with vein disorders

Answered large volume of incoming daily calls to resolve issues, schedule appointments, and direct incoming calls to correct locations

Supported long-standing professional relationships and established strategic ones, creating favorable conditions for enduring partnerships

Monitored office workflow and administrative processes to keep operations running smoothly

Tennessee Home Solutions, Memphis, TN

Director of Operations December 2008 – December 2010

Managed operational facilities of 50+ properties by organizing regular maintenance, major repairs, and capital improvement projects as well as performing monthly financial and budget variance analysis

Monitored timely receipt and reconciliation of rent collections, making sure to follow up on delinquent tenants to coordinate collection procedures

Performed post move out property inspections to develop recommendations for beneficial alterations, contract any necessary maintenance, and carry out cleaning protocols

Collected and analyzed competitive market research data to adjust operating strategies in accordance with emerging and evolving trends

Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity

Dr. Denton Ophthalmology Surgeon, Memphis, TN

Office Manager January 2009 – February 2010

Coordinated and performed a range of operational support activities, including schedule management, resource allocation, office organization, employee performance evaluation, and customer service

Recruited, interviewed, hired, and trained all staff members to promote positive feedback and engagement

Organized Accounts Payable by reviewing billing invoices, approving expense reports, and composing accounting reports that accurately summarized relevant data

Increased company revenue by 50% while maintaining 99% accuracy in calculating discounts, interest, and commissions

Facilitated successful internal and external audits through sound and thorough documentation

TECHNICAL SKILLS

Microsoft Office (Word, Excel, PowerPoint, Access, Outlook, Project), Google (Admin Panel, Vault, Sites, Forms, Calendar, Drive, Docs, Sheets, Slides, Gmail, Meet, Chat), QuickBooks, Peach Tree, ServiceTitan, Zoom, Meet Me, The New Flat Rate

EDUCATION & CERTIFICATIONS

Palo Alto College, San Antonio, TX

Associate of Science in Accounting and Business Management

Lab Four Professional Development Center, Memphis, TN

Certified Business Operations Specialist

Certified Microsoft Suite Specialist

Southeast College of Technology, Memphis, TN

Medical Billing / Coder Specialist Diploma

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