April Golackey
Lexington,KY
Summary
Versatile Project Coordinator practiced at aligning diverse personnel to exceed prescribed business goals. Creates laser-focused task groups skilled in handling complex projects through careful delegation and collaboration. Versed in forming strong employee relationships to maintain collective staff momentum.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
Work History
Senior Project Coordinator, Customer Fulfillment
GE Appliances
Lexington, KY
12.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Sr. Customer Service Specialist-Contract Champion
GE Appliances, A Haier
05.2020 - 12.2023
- Showcase excellent interpersonal skills via phone, email, and chat to consistently earn 97% customer satisfaction rate or higher.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Entered customer data into system and communicated service concerns with Finance department.
- Deliver reliable account support by sending 1900 monthly emails on follow up, back-order troubleshooting, and business development & acquisition opportunities.
- Training for new hires & potential candidates by coaching & mentoring on policies, procedures, analytical skills and best practices.
- Partner with Area Sales Managers & Delivery Teams to reduce customer wait time on appliance shipments.
- Serve as subject matter expert by assisting with struggling accounts, resolving customer order concerns, addressing pricing inquiries, and processing returns & replacements.
- Proactively collaborate with purchasing department to maintain accurate pricing for models for customers.
Account Billing Specialist
GE Appliances
Louisville, Kentucky
01.2019 - 05.2020
- Established effective follow-up procedures for outstanding invoices, leading to increased revenue recovery efforts.
- Analyzed monthly financial statements to identify trends affecting overall company performance related to account billings.
- Improved communication between finance and sales teams through regular meetings and updates on account statuses.
- Streamlined billing processes by implementing new software and automating data entry tasks.
Intake Caseworker
American Red Cross
01.2018 - 01.2019
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Organized paperwork such as charts and reports for office and patient needs.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Entered referrals into appropriate system based on type of referral obtained.
- Supported office staff and operational requirements with administrative tasks.
- Completed intake assessment forms and filed clients' charts.
- Enhanced office productivity by handling high volume of callers per day.
- Facilitated communication between clients and other service providers.
Operations Manager
Xerox, ACS
08.2005 - 12.2016
- Managed various business units with a high volume of calls and/or mail for 30-100 employees.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Assisted in recruiting, hiring and training of team members.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Put a focus on Conflict Resolution amongst my staff when issues arose. Included Human Resources when needed for resolutions.
- Forecasting on business needs to ensure that staff to work ratio was aligned properly for the best production coverage.
- Developed Internal Investigations to prevent having to pull from outside resources for resolutions to develop a strong level of continuity in my area of business.
- Managed Relationship between my business partners and the employees to ensure that both parties have a clear understanding on the expectations with the work being performed.
Education
Associate of Arts - Liberal Arts And General Studies
Kentucky State University
Frankfort, KYBachelor of Science - Industrial - Organizational Psychology
University of Phoenix
Tempe, AZ 11.2023 - Current
Skills
- Specialist Procedures
- Staff Management
- Microsoft Outlook
- Process Improvement Strategies
- Microsoft Excel
- Policy and Procedure Implementation
- Complaint Resolution
- Training and Onboarding
- Order Fulfillment
- Microsoft Access
Accomplishments
- Supervised team of 30-100 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 10 in the development of the Community Service Engagement Group at Xerox where I served as the Founder and President.
- The National Society of Leadership and Success – Member Date 2024 - Present
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Project Coordinator, Customer Fulfillment
GE Appliances
12.2023 - Current
Bachelor of Science - Industrial - Organizational Psychology
University of Phoenix
11.2023 - Current
Sr. Customer Service Specialist-Contract Champion
GE Appliances, A Haier
05.2020 - 12.2023
Account Billing Specialist
GE Appliances
01.2019 - 05.2020
Intake Caseworker
American Red Cross
01.2018 - 01.2019
Operations Manager
Xerox, ACS
08.2005 - 12.2016
Associate of Arts - Liberal Arts And General Studies
Kentucky State University