Customer Service Continuous Improvement

FRANCY HELENA DURÁN

Worcester, MA *****

Email: ******.****@***.***.** Phone: +1-774-***-****

Professional Summary

Bilingual Administrative Payroll and Accounting Professional with over 10 years of experience in logistics, financial operations, customer service, and office management. Proven ability to manage payroll, inventory, tax documentation, and database systems. Highly organized, detail-oriented, and proficient in Microsoft Office and accounting software. Passionate about continuous improvement and team collaboration.

Professional Experience

Distribution Center Support Associate

Cumberland Farms – Westborough, MA

May 2022 – March 2025

● Managed warehouse operations: damaged goods sorting, scanning, and inventory updates.

● Prepared and labeled tobacco products for returns and tax refund processes.

● Conducted daily security reports and operated Power Jack equipment.

● Maintained organization and cleanliness of the breakdown department. Waitress & Bartender

Lalo’s Mexican Restaurant – Marlborough, MA

Mar 2022 – Dec 2024

● Delivered outstanding customer service in a fast-paced environment.

● Managed bar services, alcohol knowledge, and stock control.

● Ensured cleanliness and compliance with safety protocols. Accounting Assistant

SCI Sur América S.A.S – Bogotá, Colombia

Mar 2018 – Aug 2021

● Managed accounts payable/receivable and employee registration (30+ staff).

● Performed bank reconciliations and cash advance tracking.

● Used SiaSoft software and Excel for detailed financial reporting. Administrative Assistant

Visión y Marketing S.A – Bogotá, Colombia

Jan 2016 – Feb 2018

● Oversaw payroll processes for over 300 employees, including benefits and vacation settlements.

● Managed POP logistics, inventory, and data analysis for marketing strategies.

● Handled administrative tasks including documentation, EPP delivery, and event coordination.

Education

Master’s in Educational Technology – Focus in Accounting Corporación Unificada Nacional (CUN) – Bogotá, Colombia Jul 2014 – Dec 2019

High School Diploma

Montebello High School – Bogotá, Colombia

Jan 2002 – Dec 2008

Skills

● Bilingual: Spanish & English

● Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

● Accounting Software: SiaSoft, Helisa GW, SAP

● Inventory Management & Logistics

● Payroll & Tax Filing

● Customer Service & Call Handling

● Administrative Coordination

● Team Leadership & Staff Scheduling

● Travel Booking & Itinerary Planning

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