Alida Wilson
Charlestown
Summary
Experienced with data accuracy and efficient information processing. Uses office software and organizational skills to maintain high standards of data management. Track record of reliability and adaptability in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Client Support Specialist
VS Media Group
Remote
09.2025 - Current
- Executed client outreach strategy, handling over 100 client communications per shift through diverse channels.
- Provided exceptional client service through effective communication and problem resolution.
- Managed client inquiries using CRM systems to track interactions and follow-ups.
- Developed training materials for new staff to enhance onboarding process efficiency.
- Collaborated with cross-functional teams to improve service delivery and client satisfaction.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Trained new employees on company policies and procedures, fostering a knowledgeable team environment.
Accounts Receivable & Payable Specialist
U.S. Xpress
Chattanooga, TN
05.2020 - 08.2025
- Executed full-cycle accounts receivable and accounts payable tasks, including invoice generation and payment posting, to maintain financial accuracy and vendor relationships.
- Managed invoice processing in a cloud-based, paperless accounting environment, utilizing physical bills of lading and signed bills of lading to maintain operational integrity.
- Analyzed account data and implemented proactive measures to minimize DSO, fostering strong partnerships with clients and truckers.
- Analyzed and reconciled bank vendor statements and general ledgers, maintaining adherence to GAAP financial reporting requirements.
- Prepared and delivered weekly/monthly AR and AP reports, cash flow forecasts, and financial summaries for senior leadership in both a remote and in person setting
- Collaborated with teams across multiple time zones via Phone, Zoom, Microsoft Teams and others to resolve payment discrepancies, vendor disputes, and client billing issues
- Supported month end and year end close with accruals, journal entries, and reconciliations, ensuring accuracy and compliance with audit requirements
- Maintained adherence to internal accounting policies, and industry regulations while working in AS400, Sage, QuickBooks Enterprise and SAP
- Utilized advanced Microsoft Excel functions (VLOOKUP, IFSUMS, PivotTables) to improve data accuracy and workflow efficiency
- Leveraged remote work tools for secure document management, e-signatures, automated payment processing, and cross-department workflow coordination
Customer Service Representative - Team Lead
OrthoBanc
Hixson, TN
08.2012 - 05.2020
- Promoted to Team Lead January 2014
- Supervised and coached a team of 25 customer service representatives, driving a 25% increase in first contact resolution and improving customer satisfaction scores
- Led weekly team huddles along with weekly and monthly performance reviews, providing actionable feedback and setting clear KPIs
- Developed and implemented new call handling scripts and escalation procedures, reducing average call time by 30% without compromising service quality
- Acted as a primary point of escalation for complex customer issues, resolving cases and ensuring customer retention
- Collaborated with training and QA teams to onboard new hires reducing ramp up and on floor time
- Recognized twice as Employee of the Month for service excellence
- Monitored key performance metrics (AHT, CSAT, FCR) and used data driven coaching to improve underperforming agents.
- Collaborated with management to improve service policies and streamline processes.
- Monitored team performance metrics to identify training needs and areas for improvement.
Education
Bachelor of Science - Actuarial Science
Indiana University, Southeast
New Albany, IN05-2028
Skills
- SAP query reporting
- Excel functions
- Data cleaning
- Remote Work Programs (Slack, Teams, GSuite)
- Support inquiry assistance
- Customer relationship management (CRM)
Timeline
Client Support Specialist
VS Media Group
09.2025 - Current
Accounts Receivable & Payable Specialist
U.S. Xpress
05.2020 - 08.2025
Customer Service Representative - Team Lead
OrthoBanc
08.2012 - 05.2020
Bachelor of Science - Actuarial Science
Indiana University, Southeast