ALEESHA HENRY
Fresno
Summary
Detail-oriented operations and customer service professional with 10+ years of experience in team leadership, payment processing, and administrative operations. Known for strong communication, accuracy, and the ability to stay composed under pressure. Brings a proven record of improving workflows, training staff, and supporting organizational goals through reliability, professionalism, and consistent performance.
Overview
11
11
years of professional experience
Work History
Back Office Services Supervisor
Harris County Toll Road Authority
Houston, TX
01.2023 - 07.2025
- Supervised daily back-office operations, ensuring accuracy, efficiency, and policy compliance.
- Monitored CSR KPIs and communicated expectations to drive performance and accountability.
- Managed customer escalations through proper chain-of-command procedures.
- Prepared monthly MOR reports and coordinated administrative support across departments.
- Audited productivity and accuracy to maintain high-quality standards.
- Forecasted workloads and adjusted staffing to minimize backlog.
- Recruited, interviewed, and onboarded new employees while fostering a positive team culture.
Payment Processing Supervisor
Harris County Toll Road Authority
Houston, TX
01.2021 - 01.2023
- Led payment processing operations, improving transaction accuracy and workflow efficiency.
- Streamlined reconciliation processes, reducing discrepancies and improving reporting timelines.
- Prepared daily tracking reports, credit card chargebacks, and special project documentation.
- Oversaw KPI monitoring and performance reviews for clerks.
- Maintained control accounts for unidentified and split payments.
- Partnered with Training Department to ensure staff remained updated on system changes.
- Conducted disciplinary actions and annual performance evaluations.
Payment Processing Clerk
Harris County Toll Road Authority
Houston, TX
01.2015 - 01.2021
- Processed payments including cash, checks, and credit card transactions.
- Completed daily deposits and reconciled financial posting activities.
- Met departmental accuracy and processing time standards.
- Maintained reports using Word, Excel, and internal systems.
Payment Processing Lead
Harris County Toll Road Authority
Houston, TX
01.2019 - 01.2021
- Reconciled, prepared, and verified cash deposits for bank processing.
- Directed daily work assignments for Payment Processing Clerks.
- Maintained control accounts and prepared daily tracking reports.
- Trained clerks on payment processing procedures and system updates.
- Supported performance reviews and corrective actions.
Education
Bachelor of Science - Business Management
Wright State University
Dayton, OHAssociate of Science - Office Technology
Andrews University
Berrien Springs, MISkills
- Email management
- PeopleSoft HRIS
- Office administration
- Customer escalation handling
- KPI monitoring & performance coaching
- Payment reconciliation & accuracy auditing
- Team leadership & staff development
- Clear and effective communication
- Detail-oriented and dependable
- Composed under stress
Timeline
Back Office Services Supervisor
Harris County Toll Road Authority
01.2023 - 07.2025
Payment Processing Supervisor
Harris County Toll Road Authority
01.2021 - 01.2023
Payment Processing Lead
Harris County Toll Road Authority
01.2019 - 01.2021
Payment Processing Clerk
Harris County Toll Road Authority
01.2015 - 01.2021
Associate of Science - Office Technology
Andrews University
Bachelor of Science - Business Management
Wright State University