Customer Operations & Payments Manager

ANGELICA KINLAW

Carolina Shores, NC 910-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Customer-focused operations professional with more than seven years of experience in customer service, operations management, leadership, and financial administration. Proven ability to process payments, reconcile accounts, manage vendor payroll, coordinate daily operations, and build strong customer relationships. Recognized for accuracy, professionalism, attention to detail, and handling confidential information.

PROFESSIONAL EXPERIENCE

Reservation Sales Lead Hobbs Realty

August 2025 – Present

Assist customers with vacation rental reservations by phone, email, and online.

Process reservation payments and maintain accurate customer records.

Handle credit card transactions and confidential customer information.

Resolve customer concerns while delivering excellent customer service.

Train and support new team members.

Maintenance Operations Manager Hobbs Realty

October 2024 – August 2025

Managed daily maintenance operations for a large vacation rental portfolio.

Processed vendor invoices and vendor payroll accurately and on time.

Coordinated contractors and maintenance staff.

Approved work orders and maintained budgets and operational records.

Worked with homeowners, vendors, and guests to resolve issues.

Maintenance Coordinator Hobbs Realty

December 2022 – October 2024

Coordinated maintenance requests and scheduled vendors.

Managed work orders and tracked repairs.

Maintained documentation and service records.

Provided administrative support and customer service.

Customer Care Manager Focus Broadband

January 2022 – November 2022

Supervised customer service staff and daily operations.

Resolved escalated customer issues and improved customer satisfaction.

Managed scheduling and workflow.

Customer Care Representative Focus Broadband

March 2018 – January 2022

Handled billing, payments, account questions, and service requests.

Maintained accurate customer records and protected confidential information.

Built strong customer relationships.

EDUCATION

Bachelor of Interdisciplinary Studies (In Progress)

Minor: Criminal Justice

Brunswick Community College

Associate in Arts, May 2024

SKILLS

Customer Service • Payment Processing • Vendor Payroll • Invoice Processing • Account Reconciliation • Microsoft Office • Data Entry • Administrative Support • Team Leadership • Attention to Detail • Customer Relationship Management • Record Keeping • Scheduling • Problem Solving • Confidential Information Handling

COMMUNITY INVOLVEMENT

Assistant Church Choir Leader

Assistant Youth Softball Coach

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