Aleesha Henry
Houston,TX
Summary
Experienced supervisor leading team members in on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision that drives teams to meet goals.
Overview
12
12
years of professional experience
Work History
Back Office Services Supervisor
Harris County Toll Authority
2023.05 - Current
- Supervises the day-to-day operation, train, and mentor staff
- Monitors CSRs key performance indicators/metrics established for each function with each department communicating clear expectations and goals
- Handles customer escalations, via the chain of command
- Prepare monthly M.O.R reports
- Actively creates and maintains an effective team
- Communicating team goals and roles and guiding the team towards maximum effectiveness
- Responsible for auditing CSRs' productivity and accuracy
- Forecasts workloads and shifts staff daily/as needed to ensure minimal backlog
- Recruits and Interviews new employees.
- HRIS application (PeopleSoft Enterprise Human Resources)
Payment Processing Supervisor
Harris County Toll Authority
2021.01 - 2023.05
- Planned workloads, workflow deadlines, work objectives, and time utilization with employees
- Reconciled approved refunds in the system application and resolved any possible issues
- Prepared daily tracking reports and other special projects assigned
- Prepared daily credit card chargebacks for processing
- Supervised clerks' key performance indicators/metrics established for each function with the section
- Maintained control accounts for processing unidentified and split payments
- Recruited and interviewed new employees
- Oversaw proper staff training and modified procedures to ensure compliance and accuracy
- Worked with the HCTRA Training department to keep all Payment Processing Clerks trained on any changes that occurred in the system
- Completed disciplinary actions as needed and annual performance reviews with the Payment Processing Assistant Manager.
Payment Processing Lead
Harris County Toll Authority
2019.01 - 2021.01
- Reconciled, prepared and verified cash deposits for bank processing
- Planned and directed the work of Payment Processing Clerks
- Prepared daily tracking reports and other special projects assigned
- Maintained control accounts for processing unidentified and split payments
- Trained clerks on processes within Payment Processing
- Completed disciplinary actions as needed and annual performance reviews with Payment Processing Assistant Manager.
Payment Processing Clerk
Harris County Toll Authority/Resource Staffing
2015.04 - 2019.01
- Processed and entered payments, performing daily deposits of cash, checks and credit card transactions
- Reconciled all financial and posting activities
- Met departmental standards for processing time and accuracy
- Maintained reports in various software programs such as Word and Excel.
Toll Collector
Harris County Toll Authority/Resource Staffing
2014.08 - 2015.04
- Performed work receiving, making change and operating a toll booth politely and efficiently
- Maintained accountability for each assigned transaction, equipment, supplies, and funds
- Collected during the tour of duty
- Prepared clear and concise reports of daily work activity.
Data Entry Clerk
US Bank/ Randstad
2013.01 - 2014.07
- Completed data entry tasks with accuracy and efficiency via batch extraction work (TMS).
Education
Bachelor of Science - Management
Wright State University
Dayton, OH12.2012
Associate of Science - Office Technology
Andrews University
Berrien Springs, MI05.2007
Skills
- Customer Relations
- HR policies and procedures
- Training and mentoring
- Pre-Employment Screening
- Microsoft Office Suite
- Staff Management
- Attention to Detail
- Goal-Oriented
- Employee Motivation
- Excellent Communication
- Adaptability and Flexibility
- Effective Communication
- Decision-Making
Timeline
Back Office Services Supervisor
Harris County Toll Authority
2023.05 - Current
Payment Processing Supervisor
Harris County Toll Authority
2021.01 - 2023.05
Payment Processing Lead
Harris County Toll Authority
2019.01 - 2021.01
Payment Processing Clerk
Harris County Toll Authority/Resource Staffing
2015.04 - 2019.01
Toll Collector
Harris County Toll Authority/Resource Staffing
2014.08 - 2015.04
Data Entry Clerk
US Bank/ Randstad
2013.01 - 2014.07
Bachelor of Science - Management
Wright State University
Associate of Science - Office Technology
Andrews University
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