Summary
Overview
Work History
Skills
Timeline
Education
Certification
Languages
CustomerServiceRepresentative

Heather Souza

Menifee,CA

Summary

Customer-oriented General Manager with 10 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
9
years of professional experience
1
1
Certificate

Work History

General Manager

Chopper Gallery
Temecula, CA
04.2020 - 12.2021
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
  • Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Assessed reports to evaluate performance, develop targeted improvements and implement changes.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Reduced corporate risk by managing shrink processes and controlling inventory levels.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Developed effective business plans to align strategic decisions with long-term objectives.
  • Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.

Business Office Manager

Regal Services
Honolulu, Hawaii
09.2019 - 02.2020
  • Maximized cash flow through optimal billing and collection processes.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Utilized company's accounting systems to review reports and prepare assessments.
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
  • Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
  • Attended meetings, seminars and workshops to enhance knowledge of bookkeeping functions and other job duties.
  • Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
  • Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Performed billing, collection and reporting functions for office generating over $125 Million annually.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using Quickbooks software.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Monitored front areas so that questions could be promptly addressed.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Recruited, hired, trained and supervised staff of 125 and implemented mentoring program that offered positive employee engagement.
  • Developed and implemented office management procedures to increasing training team productivity and accuracy.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Integrated logistic systems into company processes to improve operations and manage work orders and price changes.
  • Arranged corporate and office conferences for company employees and guests.

Chief Financial Officer

West Coast Harvesting LLC
Temecula, CA
01.2017 - 03.2019
  • Oversaw budgets, payroll and accounts payable and receivable.
  • Directed budget development, creation of budgetary controls and recordkeeping systems and investment management.
  • Prepared accurate financial statements at end of quarter.
  • Created, planned and implemented policies and procedures to increase productivity and maximize return on investments.
  • Analyzed operational performance and efficiency to identify and implement cost reduction initiatives and process improvements.
  • Oversaw deployment of strategic business plans to accomplish accounting, compliance and revenue targets.
  • Built and deployed strategies to achieve company vision and enhance tactical operations.
  • Conducted detailed analysis of company financial information and oversaw preparation of related reports.
  • Analyzed operational issues and implemented corrective action plans to improve profitability and efficiency.
  • Set and monitored effective financial policies.
  • Devised strategies for enhancing business assets and reporting on financial metrics.
  • Offered advice to other executive leaders on strategies to improve financial growth.
  • Developed future financial plans to support company objectives.
  • Assessed company resources and made adjustments to keep operations efficient and cost-effective.
  • Completed in-depth analyses of risks to control company profile, enhance systems and track legal concerns.
  • Spearheaded contract negotiation and financing for diverse business projects.
  • Provided financial expertise to departments such as human resources and legal.
  • Prepared year-end fixed asset schedule for inclusion in Comprehensive Annual Financial Report and monthly financial reports for board meeting.
  • Worked closely with audit team to prepare accounts and documentation as well as conduct audits according to all regulatory requirements.
  • Negotiated and approved all supplier, distributor and state and federal agency contracts and agreements.

Service Advisor

Gosch Toyota
Hemet, California
05.2014 - 11.2014
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Developed estimates by costing materials, supplies and labor.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
  • Documented problems and corrective actions to maintain records.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Delivered prompt service to prioritize customer needs.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Communicated professionally with colleagues, freelancers and clients.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Effective liaison between customers and internal departments.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Finance Manager

US Army
Los Alamitos, CA
09.2002 - 11.2004
  • Trained new and existing staff members in various financial procedures to prepare for job requirements.
  • Created organizational structures to improve accounting and finance functions.
  • Executed vendor setup and payment, administration of bank accounts and account reconciliations.
  • Increased revenue by assisting with operations management, sales and marketing efforts.
  • Analyzed financial statements against forecasts to prepare high-level variance analysis.
  • Protected company assets with strategic risk management approaches.
  • Mitigated process gaps and managed financial operational functions.
  • Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
  • Audited, balanced and reconciled payroll for more than 2000 personnel.
  • Evaluated applications against outline specifications to approve, reject or recommend adjustments files.
  • Identified and capitalized on community business opportunities with effective networking.
  • Built and strengthened productive and valuable industry partnerships to drive collaboration, engagement and revenue stream development.
  • Developed and administered pension program following analysis and research.
  • Reconciled accounts and reviewed expense data, net worth and assets.
  • Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and cash and banking reconciliations.
  • Documented cash, credit, fixed assets, accrued expenses and line of credit transactions.
  • Gathered financial information, prepared documents, and closed books.
  • Evaluated and improved accuracy and completeness of financial records.
  • Supported monthly reporting analysis to achieve validation of internal reports and to reconcile production operations and general ledger.
  • Tracked financial progress by creating quarterly and yearly balance sheets.
  • Created budgets and forecasts for management group to meet regular accounting deadlines.
  • Reviewed accounting structures and procedures on regular basis to identify areas in need of improvement.
  • Gathered data on taxable income, deductibles and allowances for tax preparation.
  • Prepared documents, reports and presentations for executives and board members using advanced software proficiencies.
  • Partnered with auditors on annual audits and realized compliance with governmental tax guidelines.
  • Set up and improved accounting systems and processes to meet business needs and maximize operational success.
  • Brought errors to near-zero in reporting, payroll administration and general bookkeeping.
  • Identified and investigated variances to financial plans and forecasts.
  • Prepared and filed state and federal tax forms for commercial and individual clients.
  • Improved efficiency of data collection, analysis and modeling to enhance practices and increase customer retention.
  • Maintained up-to-date knowledge on permits, certificates and documents mandatory for government departments.
  • Monitored 25-employee team while handling day-to-day accounting processes and financial accuracy.
  • Enhanced budget administration by reviewing reports, leveraging knowledge to strengthen controls and improve transparency.
  • Performed advanced reviews of business operational trends and expected obligations to prepare accurate forecasts.
  • Modified comprehensive financial reporting package to reflect growing organizational complexity.
  • Proactively researched technical tax issues related to consulting projects.
  • Conducted detailed technical and analytical review of federal/state corporate, partnership and S corporation tax returns, FAS 109 provisions, and quarterly estimates prepared by associates.

Corrections Specialist

USMC Camp Pendleton
Oceanside, CA
10.1996 - 01.1999
  • Escorted inmates to and from medical officers, visitation rooms, and religious services.
  • Conducted frequent inmate counts and recorded results.
  • Guided and directed inmates during work assignments.
  • Prepared detailed reports concerning incidents of disturbances and injuries.
  • Prepared, processed and maintained forms, reports, logs, records and activity journals.
  • Escorted inmates to and from cells, court, hospitals and medical appointments.
  • Conducted routine and emergency head counts.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls and showers.
  • Tracked inmates through head counts, visitor logs and scheduled activities.
  • Observed behavior of residents individually and in groups.
  • Completed intake paperwork, fingerprints and searches.
  • Inspected work sites and crew trucks for contraband, cleanliness and safety.
  • Booked new inmates into facility and processed inmates for release.
  • Received and accounted for personal possessions and determined inmate work assignments.
  • Led intake and processing of inmates by handling paperwork, searches, interviews and fingerprinting.
  • Identified needed updates to correctional plans and assigned inmates to appropriate housing.
  • Identified facility openings and designated inmates to housing units.
  • Arranged for medical and dental care of inmates.
  • Delivered inmates to work sites and returned safely by following protocols.
  • Addressed inquiries from general public, other staff, inmates and visitors to resolve concerns.
  • Notified victims of upcoming inmate releases.
  • Led disciplinary hearings and made recommendations for sentencing.

Skills

  • Mathematical Calculation and Reasoning
  • Records Organization and Management
  • Problem Anticipation and Resolution
  • Administrative Management
  • Performance Monitoring and Evaluation
  • Human Resources Oversight
  • Focus and Follow-Through
  • Policy Development and Enforcement
  • Finance and Accounting Oversight
  • Department Oversight
  • Business Leadership
  • Originality and Creativity
  • Management Training
  • Financial Statement Review
  • Hiring and Onboarding
  • Sales Promotion
  • Sales Tracking
  • Data Consolidation
  • Client Account Management
  • Total Quality Management
  • Maximizing Profitability
  • Results Summarization
  • Government Rules and Regulations
  • Supervision and Training
  • Program Development
  • P&L Responsibility
  • Profit and Loss Control
  • Performance Improvement
  • Content Workflow
  • OSHA Requirements
  • Business Forecasting
  • Food Safety and Quality
  • Profit and Loss
  • Market and Competitor Research
  • Payroll Administration and Timekeeping
  • P&L Administration
  • Database Maintenance
  • Microsoft PowerPoint
  • Interviewing and Prescreening
  • Accounts Payable and Accounts Receivable
  • Administering Payroll
  • Needs Assessment
  • Desktops, Laptops and Mobile Devices
  • Customer Relations
  • Word Processing
  • Money Handling
  • Inventory Tracking and Management
  • Credit Terms Determination

Timeline

General Manager

Chopper Gallery
04.2020 - 12.2021

Business Office Manager

Regal Services
09.2019 - 02.2020

Chief Financial Officer

West Coast Harvesting LLC
01.2017 - 03.2019

Service Advisor

Gosch Toyota
05.2014 - 11.2014

Finance Manager

US Army
09.2002 - 11.2004

Corrections Specialist

USMC Camp Pendleton
10.1996 - 01.1999

MBA - Accounting

University of Phoenix

Bachelor of Science - Accounting And Business Management

California College-San Diego

Education

MBA - Accounting

University of Phoenix
Tempe, AZ
06.2016

Bachelor of Science - Accounting And Business Management

California College-San Diego
San Diego, CA
05.2014

Certification

  • Farm Labor Contractor Training - 2019

Languages

Hawaiian Pidgin
Native or Bilingual

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Heather Souza