Customer Service Manager
Resume:
Meri Ferrell
Flower Mound, TX 75028
****.*******@*****.***
PROFESSIONAL PROFILE
Versatile manager / administrator with strong problem-solving skills and attention to detail desires a challenging opportunity in operations, HR, web applications, database, or project management. Diversely experienced with strong accounting background and a demonstrated ability to organize, supervise and refine routine operations and special projects. Flourishes in new environments and expanding roles.
SOFTWARE EXPERTISE
Microsoft Office: Word, Excel, PowerPoint, Access, Publisher
Adobe Creative Suite: Acrobat Professional, Photoshop, Illustrator, In-Design
Adobe Digital Editions e-book software
QuickBooks
HTML
Drupal website maintenance
E-commerce management
Paypal commercial accounts
Social Media
SKILLS AND ACCOMPLISHMENTS
Operations
•Highly proficient in database, spreadsheet, and records management software. Certified in Microsoft Office 2007 and 2010.
•Polished over 400+ print and electronic products by identifying value-added opportunities and developing quality controls.
•Launched $100k interactive subscription-based e-learning website and $50k Drupal e-commerce website, guiding consultants from planning to completion.
•Proactively addressed customer service issues by implementing product testing; authoring instruction manuals; developing FAQs, troubleshooting and customer response templates.
•Hired and trained office staff, directed special events with 40+ adult volunteers and 200+ students, taught hundreds of 8-12th grade and adult students in business applications and public speaking.
•Evaluated vendor solutions for capital purchases and printing/warehousing/distribution services.
•Developed and/or maintained six websites, both for-profit and nonprofit entities.
Financial and Accounting
•Spearheaded software conversion in corporate-owned franchise to custom accounting software and trained personnel in other branch locations.
•25 years experience in bookkeeping (GL, AR, AP, PR) and financial accounting
•Established multi-department budgets and cash flow forecasts.
•Analyzed statistical data and financial resources; made recommendations for cash management, product development, and other key business decisions.
•Rapid mastery of accounting software applications including QuickBooks, Peachtree, Shelby Systems, and custom corporate systems.
Written and Oral Communications
•Conducted workshops in Microsoft Office and personal financial management.
•Increased organizational exposure by designing, writing and/or editing marketing text for product launches and promotions, including direct mail pieces, e-mail blasts, online surveys, web store notices, and social media.
•Taught English and Speech; coached students in public speaking and judged secondary-level competitions with numerous advancements and awards up to the state level.
Human Resources and Training
•Adept with small business HR management including screening, interviewing, hiring, reviewing, and handling terminations.
•Trained hundreds of students in business applications, including teens and adults; trained and supervised office personnel.
CAREER HISTORY
Applied Practice, Ltd, Dallas, TX 2006 - Present
Director of Operations Sept 2008 - Present
Added responsibilities include marketing initiatives, trade shows, catalog and brochure design, prospect
tracking, product management, and website development.
Operations Manager Mar 2007 - Sept 2008
Responsible for all day-to-day and cyclical operations, including financial accounting and budgeting; cash
flow; customer service; website maintenance; human resources management and documentation,
training and supervision of office employees; benefits management; first-line IT support.
Office Manager Aug 2006 - Mar 2007
Progressively responsible for general management of educational publishing firm including order
processing and fulfillment; full-charge bookkeeping and collections; customer support; hiring and HR
records; and copyright applications.
StoneGate Christian Academy, Irving, TX Aug 2002 - May 2006
Instructor in Computer / Business Math / Speech / English
Taught primarily Business Applications (MS Office) to high school students and adult education evening
classes, as well as Freshman English, Business Math, and Speech.
Southwest Christian Academy, Houston, TX Aug 2000 - May 2002
Part-time Instructor in Computer / Speech
Taught computer (MS Office), keyboarding and speech to 8th and 9th grade students.
Various transcription contractors, Houston, TX May 1995 - Jan 2002
Medical Transcriptionist
Transcribed medical reports on- and off-line for several medical transcription companies including Medical
Dictation Systems, Inc (Gaithersburg, MD), SmartMed (Humble, TX), American Transcriber Corp
(Houston, TX), and Trans-Comp (Houston, TX).
Olsten Temporary Agency and AccounTemps, Houston, TX Sept 1992 - Sept 1994
Staff Accountant
Filled a number of part-time and full-time positions over a two-year period as an office temp for two area
temp services. Jobs ranged from one day to 6 months, with frequent call-backs to previous clients. All
jobs required knowledge of business systems and/or accounting.
Accounting Expertise, Katy, TX Aug 1991 – May 1992
Bookkeeper
Maintained monthly financial statements for a variety of small businesses using Peachtree Accounting
software.
Sontrol of Tulsa, Inc, Tulsa, OK Aug 1986 – March 1990
Accounting Manager
Full-charge bookkeeping and financial accounting for this alarm system installation / monitoring franchise
owned by Sonitrol Corp. Converted manual system to customize software; led workshop training session
for corporate office.
Memorial Hospital of Natrona County, Casper, WY July 1984 – June 1986
Medical Transcriptionist
Transcribed medical reports for doctors in all specialty areas.
Shell Oil, Cortez, CO April 1983 – June 1984
Administrative Assistant
Typed legal documents for lawyers and leasing agents in remote CO2 land leasing office.
EDUCATION
University of Wyoming 1986 Graduate
Bachelor of Science GPA: 3.8 (4.0 scale)
Major: Business Management Minor: Accounting
Oklahoma Wesleyan University 1982 Graduate
Associate of Arts GPA: 3.85 (4.0 scale)
Major: Business Administration Minor: Accounting
CURRENT CERTIFICATIONS
Microsoft Office 2007 (NCSA)
Microsoft Office 2010 (NCSA)
COMMUNITY AND GLOBAL INVOLVEMENT
Treasurer & Board Member (5 yrs) – Alief Church of the Nazarene
Finance Committee (5 yrs) – Lantana Community Fellowship
Speech Meet Judge – TAPPS, ACSI, SGCA
Kentucky Heartland Outreach home projects
St. John’s Project to repair buildings in Haiti
Jr High Mentor/Teacher – Lantana Community Fellowship
Caravan Scouting leader – Alief Church of the Nazarene
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