Kelly West
WINSTON SALEM
Summary
Conscientious Accounts Payable Professional with Customer Service experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Global Payments
03.2020 - 01.2024
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
- Accepted and processed account payments.
- Assessed aging accounts and initiated collection strategies based on conditions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Data Engineering Specialist
Hanes Brands-Clark’s Group
05.2019 - 05.2020
- Performed quality control procedures on equipment and materials.
- Responded to technical concerns quickly and effectively devised solutions.
- Followed up with external contractors, project owners and other stakeholders to gather information and resolve issues.
- Completed data entry tasks with accuracy and efficiency.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Executed data verification to detect errors.
- Maintained ongoing communication with relevant departments to confirm accurate data delivery.
- Supported multiple departments with special projects.
Accounts Payable Specialist/Financial Analyst
Walker And Associates
03.2014 - 02.2020
- Received vendor invoices, validated for accuracy and routed for approval to prepare for payment processing.
- Researched and resolved invoice and payment issues for internal employees and external vendors.
- Identified opportunities and risks in accounts payable process to improve standard operating procedures.
- Provided strong customer service and support to prevent invoice and expense issues.
- Assisted with annual audits by generating reports and collecting and consolidating invoice information.
- Handled sensitive and confidential documents and information to maintain corporate reputation.
- Managed complex accounting projects and special assignments.
- Matched purchase orders with invoices and recorded necessary information.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
Accounts Payable/Photo Request Specialist
Wells Fargo
10.2012 - 02.2014
- Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Reached out to vendors and customers to verify information and follow up on client issues.
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Handled trade payable documentation by reviewing month-end accruals.
- Performed advanced computer processing of images for assignments.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Accounts Payable Clerk
Salem Leasing- Vaco
02.2024 - Current
- Streamlined invoice processing by implementing efficient filing and tracking systems.
- Reduced late payment penalties by closely monitoring due dates and managing timely payments.
- Improved vendor relationships through diligent communication and prompt issue resolution.
- Maintained accurate financial records by regularly reconciling accounts payable transactions.
Education
High School Diploma -
Central Florida Christian Academy
Orlando, FL06.2003
Skills
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Creative Problem Solving
- De-escalation Techniques
- Customer Data Confidentiality
- Upselling Products and Services
- Building Customer Trust and Loyalty
- POS Systems and Ordering Platforms
- Data Entry and Maintenance
- Upbeat and Positive Personality
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Proactive Self-Starter
- Invoice Preparation and Processing
- Strong Analytical and Problem Solving Skills
- Patient and Empathetic
- Computer Proficiency
- Proficiency in Microsoft Office and G Suite
- Inbound and Outbound Calling
- Administrative and Office Support
- Complex Product Knowledge
- Sales Quota Achievement
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- LiveChat Messaging
- Call Volume and Quality Metrics
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Timeline
Accounts Payable Clerk
Salem Leasing- Vaco
02.2024 - Current
Customer Service Representative
Global Payments
03.2020 - 01.2024
Data Engineering Specialist
Hanes Brands-Clark’s Group
05.2019 - 05.2020
Accounts Payable Specialist/Financial Analyst
Walker And Associates
03.2014 - 02.2020
Accounts Payable/Photo Request Specialist
Wells Fargo
10.2012 - 02.2014
High School Diploma -
Central Florida Christian Academy
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