Senior Operations Analyst & Data Entry Specialist

Darlene Adkins

Johnson City, TN *****

Phone: 276-***-**** Email: ***************@*****.***

PROFESSIONAL SUMMARY

Experienced Operations Analyst and Customer Service Manager with more than 20 years of experience supporting business operations, customer relations, records management, payment processing, and team leadership. Proven ability to improve workflows, analyze data, streamline processes, and support organizational goals. Skilled in Microsoft Office, reporting, project coordination, training, and problem resolution. Recognized for attention to detail, professionalism, and the ability to manage multiple priorities in fast-paced environments.

CORE CAPABILITIES

• Operations Management

• Data Entry & Records Management

• Customer Service Excellence

• Process Improvement

• Microsoft Office Suite

• Project Coordination

• Team Leadership & Training

• Payment Processing & Reconciliation

• Reporting & Documentation

• Workflow Optimization

• Problem Resolution

• Cross-Functional Collaboration

PROFESSIONAL EXPERIENCE

SENIOR OPERATIONS ANALYST

BistroMD Naples, FL

May 2018 – September 2024

• Collaborated with department managers to develop and implement resource allocation strategies.

• Assisted with software implementation projects, including system testing, user training, and troubleshooting.

• Processed customer payments and maintained accurate customer records.

• Finalized orders, reconciled payments, and audited distribution center documentation.

• Verified customer discounts and account adjustments for accuracy.

• Monitored inventory alerts, plan conflicts, and cross-selling opportunities to support operational efficiency.

• Analyzed operational data to identify process improvements and cost-saving opportunities.

• Coordinated cross-functional teams to support successful project completion.

• Prepared management reports outlining operational issues, findings, and recommended solutions.

CUSTOMER SERVICE MANAGER

BistroMD Naples, FL

July 2006 – May 2018

• Managed daily customer service operations and handled escalated customer concerns.

• Supervised customer service representatives, setting performance expectations and monitoring results.

• Resolved complex customer issues using effective problem-solving and conflict- resolution techniques.

• Recruited, trained, and coached employees to achieve service and performance goals.

• Led a team focused on delivering exceptional customer experiences and meeting quality standards.

• Responded to customer emails and inquiries with timely and accurate information.

• Developed training materials, procedures, and documentation for staff development.

• Performed bookkeeping functions, including invoicing, accounts payable, and accounts receivable management.

• Analyzed service metrics and implemented improvements to enhance customer satisfaction.

FRONT DESK RECEPTIONIST / MEDICAL ASSISTANT

Cederquist Medical Wellness Center Naples, FL

May 2002 – July 2006

• Provided professional front desk support and exceptional customer service to patients and visitors.

• Managed multi-line phone systems, scheduled appointments, and directed inquiries appropriately.

• Processed patient payments and maintained accurate financial records.

• Maintained organized office records and ensured required forms and documentation were current.

• Assisted with patient care by obtaining vital signs, performing EKGs, and drawing blood samples.

• Reconciled daily payments and completed weekly bank deposits.

• Established and monitored patient payment agreements.

• Supported office operations through administrative and clerical functions. EDUCATION

High School Diploma

TECHNICAL SKILLS

Microsoft Word Microsoft Excel Microsoft Outlook Data Entry Records Management Payment Processing Reporting Database Management Customer Relationship Management (CRM) Systems

REFERENCES

Professional references available upon request.

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