ANTHONY HEATLEY
Grand Junction,CO
Summary
Professional with extensive experience in customer service and accounting, offering a unique blend of skills ideal for office management roles. Proven ability to lead teams effectively, ensuring operational efficiency from executive to administrative levels. Strong background in fostering positive client relationships and managing financial records. Committed to delivering high-quality results and enhancing team performance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Bookkeeper
Peak Business Solutions
Grand Junction, CO
01.2017 - Current
- Kept financials clean and on point by managing all transactions, staying organized, and making sure everything lined up accurately.
- Stayed on top of cash flow by tracking invoices, following up on balances, and helping keep payments coming in on time.
- Caught and fixed discrepancies early through regular account and bank reconciliations, keeping everything accurate and stress-free.
- Pulled together clear financial reports and supported budgeting to help make smarter, informed business decisions.
Regional General Manager
Jackson Hewitt
Grand Junction, CO
01.2013 - 01.2017
- Grew regional revenue by $2M by sharpening marketing efforts and improving the overall customer experience.
- Reduced operating costs by 15% by simplifying processes and making smarter use of resources.
- Raised customer satisfaction by 25 points through better training and faster, more consistent service.
- Managed a team of 65 across 19 offices, boosting engagement and cutting turnover by 30%.
Tax Office Manager
Jackson Hewitt
Colorado Springs, Colorado
11.2010 - 06.2013
- Oversaw daily operations for a team of 15 tax preparers, keeping workflows smooth and ensuring full regulatory compliance.
- Improved office efficiency and team engagement by implementing practical, streamlined policies.
- Maintained accuracy and integrity through regular audits of financial documents and processes.
- Stayed current on federal, state, and local tax law changes while training staff on best practices and reinforcing a culture of accountability.
Call Center - Supervisor
Sprint Nextel Corporation
Denver, CO
01.2005 - 01.2010
- Developed and executed comprehensive call center strategy aligning with company vision, mission, and objectives
- Establish operational goals and KPIs focused on efficiency, quality, and customer satisfaction (i.e. FCR, AHT, ACW, ASA, CEM & CSAT, etc.)
- Assessed and enhanced team leadership effectiveness, equipping call center associates with necessary tools and resources for sustained success
- Drove innovation and fostered culture of continuous improvement across call center and business functions
- Analyze call center workflows and implement process improvements to reduce costs (i.e. FCR, AHT, ACW, ASA, CEM & CSAT, etc.) ensuring cost efficiency without compromising service quality
Education
Associate of Arts - Music
Mesa State College
Grand Junction, CO01-1992
High School Diploma -
Citrus High School
Fontana, CA03-1992
Skills
- Team management and leadership
- Staff development
- Operations management
- Project management
- Customer relationship management
- Performance metrics analysis
- Operational efficiency
- Technology proficiency
- Budget Planning
- Staff development
- Conflict resolution
- Effective communication
Certification
- CCSL-Certified Customer Service Leader, 01/01/05
- Certified Bookkeeper, Penn Foster, 01/01/16
Accomplishments
* Elevated customer experience and first-call resolution by strengthening training, coaching, and team knowledge.
* Led high-performing call center and tax operations with a consistent focus on accuracy, efficiency, and service quality.
* Streamlined workflows and processes to improve overall team productivity and day-to-day operational flow.
* Built and implemented effective training programs that accelerated onboarding and supported top-tier team performance.
This reads like someone who *runs a tight ship* without sounding like a spreadsheet 📊 If you want, I can sharpen it further toward leadership, operations, or customer experience roles.
* Led high-performing call center and tax operations with a consistent focus on accuracy, efficiency, and service quality.
* Streamlined workflows and processes to improve overall team productivity and day-to-day operational flow.
* Built and implemented effective training programs that accelerated onboarding and supported top-tier team performance.
This reads like someone who *runs a tight ship* without sounding like a spreadsheet 📊 If you want, I can sharpen it further toward leadership, operations, or customer experience roles.
Languages
English, Native
Timeline
Bookkeeper
Peak Business Solutions
01.2017 - Current
Regional General Manager
Jackson Hewitt
01.2013 - 01.2017
Tax Office Manager
Jackson Hewitt
11.2010 - 06.2013
Call Center - Supervisor
Sprint Nextel Corporation
01.2005 - 01.2010
Associate of Arts - Music
Mesa State College
High School Diploma -
Citrus High School