ALISHIA BENEDICT
Customer Service Professional
Springfield,OR
Summary
A results-oriented customer service professional with a proven track record of leading teams and exceeding customer satisfaction goals, seeking a leadership role to leverage exceptional communication skills, conflict resolution expertise, and a passion for driving operational efficiency and positive customer experiences.
Overview
7
7
years of professional experience
Work History
Accounts Payable Specialist/Office Assistant
Sierra Pacific Industries
Eugene, OR
06.2024 - Current
- Highly skilled and detail-oriented Accounts Payable Specialist with a proven track record of accurately and efficiently processing invoices, maintaining positive vendor relationships, and ensuring timely payments.
- Experience in resolving invoice discrepancies, communicating with vendors to address issues, and maintaining accurate financial records to support timely financial reporting.
- Proficient in managing the full accounts payable cycle, including invoice verification, data entry, account reconciliation, and payment processing, utilizing accounting software to optimize efficiency.
- Assisted with month-end and year-end closings to support accounting system accuracy.
- Problem-solved accounts payable questions on behalf of internal team members, management and vendors.
- Maintained accurate records of payments made to vendors
- Maintained confidentiality of sensitive information and documents.
- Managed incoming calls while providing information, or transferring callers to appropriate personnel.
- Performed data entry, updating existing databases as needed.
Order to Cash Analyst
Levi Strauss & Co.
Eugene, OR
09.2023 - 03.2024
- First point of contact to resolve customer inquiries.
- Delivered excellent customer service through reporting, collections, and managing OTC controls, with key daily deliverables.
- Partnered with offshore teams, vendors, and internal and external stakeholders to ensure service level agreements and key performance indicators (KPIs) were attained.
- Ensured timely payment of invoices, minimized financial risk, performed account reconciliation, and managed claims by working closely with customers and partners (Sales, Distribution, Finance, etc.), communicating with all parties, and providing supporting documentation (invoices, statements, proof of delivery, etc.).
- Demonstrated competency with LS&CO's enterprise resource planning systems, and the ability to perform customer order management.
Office Assistant
Apex Disposal and Recycling
Eugene, OR
01.2023 - 06.2023
- Perform a broad range of office and administrative support functions, including managing inbound calls via a multi-line phone system, customer service, data entry, and sales staff support.
- Assist customers with service requests and questions in person and by phone (i.e., pick-up day, rate quotes, misses, payments, special service requests, etc.)
- Process payments daily, manage mail, collect cash payments, input data into the system, and process completed batches.
- Input work order information for service requests and roll cart changes.
- Process credit card payments received.
- Complete the required documentation and computer entries for residential account changes and new starts.
- Complete database and customer information update projects as directed by the supervisor.
- Communicate with drivers daily to resolve route issues and assist customers who require assistance.
- Utilize routing software to help drivers and customers.
- Demonstrate proficiency with MS Outlook and Excel.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Global Freight Operations Associate
Wayfair
Springfield, OR
01.2022 - 01.2023
- Facilitated and supported initiatives for processing cost-effective international transportation, and improved overall product flow, and shipping/receiving operations.
- Input order information into the Wayfair database to track the disposition of items, and facilitate the timely replenishment of inventory.
- Utilized C3, Jira, G Suite, SharePoint, and Excel for managing order and shipment processing to ensure accurate delivery.
- Ensure timely and accurate delivery
- Ensured timely completion of shipment and customs paperwork, and maintained complete records of receipts and other documents in the database.
- Categorized and analyzed performance metrics to assess gaps and inefficiencies, and prepared projections that supported the decision-making process.
- Analyzed the impact of routing, shipping modes, product volumes, and transportation to improve pricing structure and customer services.
- Collaborated with cross-functional teams for inbound and outbound transportation, and offered recommendations and innovative solutions that addressed issues in networks and systems for improving services.
- Maintained professional relationships with the transport and logistics providers, and negotiated contracts to ensure seamless service delivery.
- Lead team meetings and provided guidance on project progress, issues, and solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Large Parcel Support Associate
Wayfair
Springfield, OR
08.2019 - 01.2022
- Verified inbound orders, PO instructions, and account details to coordinate and schedule/reschedule deliveries, and resolve issues.
- Generated revenue growth by developing and implementing portfolio management strategies.
- Collaborated with the team in soliciting customer feedback, analyzing P&L, and financial reports to identify performance trends, and restructuring the strategies to address issues.
- Performed root-cause analysis of shipment delays and implemented corrective measures to improve logistics, resulting in the highest return on investments.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Promoted additional products and services for upselling opportunities.
- Offered training and support to keep team members motivated and working toward objectives.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Customer Service Manager /Associate
Hobby Lobby
Springfield, OR
09.2017 - 08.2019
- Assisted and supported the General Manager in opening and closing functions, asset protection, store arrangement, and task delegation.
- Helped with ordering, payments, refunds, and exchanges to ensure superior client services.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Recruited and trained new employees to meet job requirements.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Investigated customer complaints and provided resolutions to escalated issues.
- Provided guidance to team members in resolving complex customer issues or escalating them appropriately when necessary.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Enforced customer service standards and resolved customer problems to uphold quality service.
Education
Certificate - Cosmetology
Northwest College of Beauty
06-2013
Skills
- Customer Service and Support
- Training and Development
- Supplier / Service Management
- Order Management Systems
- ERP software
- Leadership & Collaboration
- Process improvement
- Strong communication skills
- Upselling services
- Team development
- Call center operations
- Escalation management
- Call monitoring
- Quality controls
- Team coaching
- Complaint resolution
- Call metrics
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPaid time offWork from home optionHealthcare benefitsPaid sick leave401k match4-day work weekPersonal development programsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Accounts Payable Specialist/Office Assistant
Sierra Pacific Industries
06.2024 - Current
Order to Cash Analyst
Levi Strauss & Co.
09.2023 - 03.2024
Office Assistant
Apex Disposal and Recycling
01.2023 - 06.2023
Global Freight Operations Associate
Wayfair
01.2022 - 01.2023
Large Parcel Support Associate
Wayfair
08.2019 - 01.2022
Customer Service Manager /Associate
Hobby Lobby
09.2017 - 08.2019
Certificate - Cosmetology
Northwest College of Beauty