Andrea McGill
Greenbelt,US
Summary
Dynamic and results-oriented professional with 20+ years of experience in business management and customer service support. Seeking a challenging opportunity with a progressive agency to contribute to its outstanding success. Strong problem-solving abilities, excellent leadership skills, and exceptional communication skills. Proven ability to manage competing responsibilities in a high-volume atmosphere. Skilled in data analysis, strategic thinking, and strategic action planning. Known for reliability, adaptability, and willingness to learn. Committed to driving team success and contributing to organizational growth.
Overview
30
30
years of professional experience
Work History
Global Enterprise Advisor
Verizon Wireless
01.2019 - Current
- Managed a $1million+ NASPO Contracts for the State of Oregon, State of Maryland, State of New Jersey and State of Floridia and other accounts, by making sure customers, sales and stakeholders stay in compliance by, providing customer service and account management in the Public Sector (SLED) workspace
- Served as the single point of contact on billing and finance for over 400+ agencies
- Lead for conference calls with internal and external customers to review monthly bills, resolve any outstanding issues, and troubleshoot solutions for State Account contract requirements
- Maintain monthly account receivables by collaborating with the State Customer Financial and Collection Services Team
- Perform audits to ensure contract compliance and developed and tracked processes identifying areas of opportunity
- Successfully collected over $1.3 million in account receivables from assigned agencies
- Responsible for strategic thinking defining, planning, implementing, and closing out all projects related to account issues and customer request
- Provided recommendations regarding modifications as needed based on account audits and analysis
- Pulling and coordinating reporting as needed
- Provide support by building customer rapport, planning, and implementing projects that proactively prevent account issues which consist of account analysis, rate plan analysis and account audits as well as managing account migrations, transfers and implementations
- Assist sales team members, stakeholders and leadership in various projects on an as needed basis
- Troubleshoot and assist customers with system issues in the My Business Portal
- Demonstrated self-discipline, time management skills, resourcefulness, along with the ability to work collaboratively with team members and leaders while working in a remote/hybrid environment Experience in Microsoft Office Excel, Word, PowerPoint, Google G-Suite Docs, Sheets, Slides, Workflow Manager (WFM), Salesforce (SFDC), Workday
- ACSS, and B360.
Business Office Associate
Carmax
02.2023 - 10.2023
- Assists store personnel and all store departments in their daily functions while adhering to CarMax guidelines
- Provides customer service by greeting customers, balancing overflow traffic, listening to and answering customer questions and explaining paperwork process
- Seeks win/win solutions for the customer and partners appropriately
- Processes paperwork associated with retail/wholesale automobile sales may include printing daily reports, maintaining deal jackets, contacting finance companies regarding contracts, obtaining required information regarding registration and/or titling, processing reassignments, and auditing completed paperwork
- Processes auction sales, dealer registration, and/or appraisal lane purchases to include the collection of titles (calls and follow up), payoffs, proper paperwork, and signatures from customers to send the appropriate documentation to the Home Office for the funding of drafts
- Manages multiple pay types including receiving and counting money, distributing funds, preparing deposits and handling of the safe with considerations to security and loss prevention
- Processes paperwork affiliated with the state DMV
- This may include submitting paperwork necessary to title or and register a vehicle for a customer after the sale or obtaining a title for a customer after the sale
- Mentor new Business Office Associates, as well as train other store departments on Business Office process and procedure
- Clerical responsibilities may include, but are not limited to copying, filing, reconciliation of missing dealer plates or information and data entry into Microsoft Excel and proprietary systems as required for logging vehicle registration tags
- Answers multi-line phone system responds to callers’ needs and direct calls as appropriate.
AOC-Representative/AOC-Analyst/BGCO-CoordinatoR
Verizon Wireless
01.2005 - 01.2019
- Manages the workflow for the order processing team, including the day-to-day routing of equipment orders for Verizon’s national accounts
- Provides daily operational support and development to corporate customers of assigned accounts
- Provides support regarding the details of operational process flows and methods and procedures
- Attends account conference calls and provides project status, processing challenges and resolutions
- Keeps abreast of contract obligations and profile information
- Manages project implementation, tasks, and resolves issues
- Responsible for research of disputes, communications, and escalations regarding orders, processing errors, and AOC service levels
- Regularly relied upon for problem resolution of order processing and identifying system issues
- Processes orders by working through various systems such as ACSS, WFM and ECPD
- Maintains extensive knowledge of native systems such as I2K and Vision
- Ensures team members maintain quality assurance standards when processing equipment orders for the national accounts’ customer base
- Guides the order processing team to ensure that service levels, quality, and compliance procedures are followed
- Acts as a point of contact and mentor for less experienced team members
- Manages and maintains a high standard level of standard for major accounts, including Philips, Fidelity, Prudential, etc.
Human Services Specialist
Department of Homeland Security (DHS)/FEMA
01.2004 - 01.2005
- Conducted telephone interviews with applicants according to established procedures and entered information into a complex database to register applicants for disaster assistance
- Determined applicants’ needs according to established procedures, and provided standardized referrals to appropriate disaster programs, community resources, and/or other federal, state, and local agencies
- Provided applicants basic information and explanations of disaster housing, individual and family grants, and other programs
- Recorded appropriate and necessary applicant data in the NEMIS database
- Processed and determined the status of applications for assistance by researching case information in NEMIS
- Provided applicants with application status and provided problem resolution.
H.R. Assistant/Program Analyst
MANCON/A.L. Technologies (Deptment of the NAVY)
01.2000 - 01.2002
- Served as Site Supervisor for a staff of six in the Administration Division of the U.S
- Department of the Navy
- Provided recommendations for re-assignment of work activities, while managing workloads, and staffing availability
- Maintained and processed time and attendance records
- As the Human Resources Assistant, I served about 130 employees who ranged from senior executives to interns
- Provided orientation for new employees as well as exit interviews for employees leaving the organization
- Ensured the appropriate information was provided to all employees and that forms were properly executed and submitted in a timely manner
- Maintained personnel database through MODERN and MIS software database packages
- Provided monthly and ad hoc reports to management
- Maintained, budgeted, and ordered supplies, as well as fulfilled printing and document creation and reproduction
- Requirements
- Handled arrangements for meetings, conferences, and travel
- Assisted employees with obtaining suitable training opportunities while maintaining a tracking database of courses
- Taken and cost per fiscal year
- Used various software packages to prepare correspondence and review documents for format, grammar, style and content.
Claims Representative/Quality Assurance Monitor
A.P.A.C. (United parcel service)
01.1995 - 01.2000
- Processed claims for lost and damaged packages ship via United Parcel Service (UPS)
- Performed audits on claims processed making sure they were processed following legal guidelines.
Medical Assistant
Sentera urgent care
01.1995 - 01.1998
- Registered incoming patients taking insurance and ID information and entering it into the system
- Took vitals, blood and urine samples as ordered by the doctor
- Transported patients as needed to screening testing
- Processed patients out with discharge papers, medical instructions, patient follow up instructions and prescriptions.
Education
B.S. Business Management - Business Management
Hampton University
Online05.2028
Medical Assistant -
Kee Business College
06.1995
Skills
- Customer Service Experience
- Account Management
- Project Management
- Strategic Thinking/Planning
- Analytical Skills
- Data Analysis
- Human Resources Management
- Supply Chain Optimization
- Product Management
Timeline
Business Office Associate
Carmax
02.2023 - 10.2023
Global Enterprise Advisor
Verizon Wireless
01.2019 - Current
AOC-Representative/AOC-Analyst/BGCO-CoordinatoR
Verizon Wireless
01.2005 - 01.2019
Human Services Specialist
Department of Homeland Security (DHS)/FEMA
01.2004 - 01.2005
H.R. Assistant/Program Analyst
MANCON/A.L. Technologies (Deptment of the NAVY)
01.2000 - 01.2002
Claims Representative/Quality Assurance Monitor
A.P.A.C. (United parcel service)
01.1995 - 01.2000
Medical Assistant
Sentera urgent care
01.1995 - 01.1998
B.S. Business Management - Business Management
Hampton University
Medical Assistant -
Kee Business College