ANDREA WORTHAM
Virginia Beach,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Call Center Operations Supervisor
Secretariats Inc
Norfolk, VA
04.2006 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Developed process controls and metrics for daily management of call center.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Communicated customer feedback and complaints to team members to promote proper resolution.
Accounts Payable Specialist
American Mechanical Inc.
Virginia Beach, VA
01.2022 - 11.2023
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
- Reached out to vendors and customers to verify information and follow up on client issues.
- Prepared month-end closing entries for detailed reporting and recordkeeping.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Oversaw bookkeeping and accounting systems and entered data into systems accurately.
- Developed client rapport by efficiently addressing incoming correspondence and resolving numerous A/P inquires per day.
- Streamlined productivity by decreasing time-wasting tasks and helping supervisors.
- Maintained 99% accuracy while processing $500,000+ worth of payments monthly.
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Maintained good working relationships with vendors and resolved disputes.
- Prepared vendor invoices and processed incoming payments.
- Assisted manager in conducting internal audits to analyze findings.
- Entered figures using 10-key calculator to compute data quickly.
Permit Coordinator
American Mechanical Inc.
Virginia Beach, VA
12.2018 - 11.2023
- Assist customers with scheduling appointments for electrical, HVAC, plumbing and generator services
- Review work contracts to ensure all jobs are permitted in compliance to the standard of each city
- Provide back up to department coordinators in dispatching technicians
- Provide support in escalated issues with clients and vendors
Account Representative Specialist
DuPont
Virginia Beach, VA
03.2014 - 01.2017
- Prospected for key strategic accounts
- Identified potential consulting clients
- Responsible for all aspects of the sales process from initial contact to sales close
- Generated new business
- Supported and provided superior customer service to clients
- Collaborated with other departments to address customer needs and service requests.
- Supported customer satisfaction through regular follow-up and communication.
- Implemented customized account plans to meet individual client needs.
- Negotiated contracts and agreements with clients to achieve favorable terms.
Education
MBA - Business Management & Human Resources
Capella University
Minneapolis, MN11.2017
Skills
- Information Tracking
- Quickbooks/Sage
- Performance Evaluation
- Training Coordination
- Schedule Coordination
- Quality Assurance
- Account Updating
- Bill Payment
- General Accounting
- Invoice Processing
- City Code Knowledge
Timeline
Accounts Payable Specialist
American Mechanical Inc.
01.2022 - 11.2023
Permit Coordinator
American Mechanical Inc.
12.2018 - 11.2023
Account Representative Specialist
DuPont
03.2014 - 01.2017
Call Center Operations Supervisor
Secretariats Inc
04.2006 - Current
MBA - Business Management & Human Resources
Capella University