Catherine Simpson
Jacksonville,NC
Summary
Dynamic Customer Service Representative Manager at Modern Tire Service, Inc., recognized for enhancing customer satisfaction through effective complaint handling and team mentorship. Proven ability to implement continuous improvement strategies, leveraging CRM software and strong organizational skills to drive operational excellence and foster positive customer relations.
Overview
20
20
years of professional experience
Work History
Customer Service Representative Manager
Modern Tire Service, Inc.
Jacksonville, NC
05.2010 - Current
- Managed daily operations to ensure exceptional customer satisfaction and service delivery.
- Trained and mentored new staff on customer service protocols and company policies.
- Analyzed customer feedback to identify trends and improve service effectiveness.
- Developed strategies to enhance team performance and operational efficiency.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Championed company values by modeling exceptional customer service skills both internally and externally.
- Partnered with senior management on strategic projects aimed at expanding the business''s presence within key markets.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Resolved escalated customer issues effectively, maintaining high standards of professionalism and service excellence.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Administrative Bookkeeper
Modern Tire Service, Inc
Jacksonville, NC
05.2010 - Current
- Managed accounts payable and receivable processes to ensure timely financial transactions.
- Reconciled bank statements and general ledger accounts for accuracy and compliance.
- Implemented efficient bookkeeping procedures to enhance data entry speed and reduce errors.
- Trained junior staff on accounting software and company policies to improve team performance.
- Maintained accurate payroll records, ensuring compliance with federal and state regulations.
- Ensured compliance with tax regulations by preparing and submitting required documentation accurately and within deadlines.
- Optimized payroll processing by staying current on labor laws and maintaining updated employee records, ensuring accurate payments.
- Demonstrated adaptability by managing additional responsibilities during periods of staff shortages or peak workload.
- Improved efficiency of accounts payable processes by regularly reviewing vendor invoices for accuracy before issuing payment approvals.
- Contributed to a positive work environment through professional conduct and effective communication with colleagues and supervisors.
- Developed strong working relationships with vendors, negotiating favorable payment terms that benefited company cash flow.
- Supported timely invoicing for clients with consistent follow-up on outstanding payments to improve cash flow.
- Completed payroll for employees and maintained detailed records of procedures.
- Posted daily receipts and payments in accordance with corporate protocols.
- Reconciled and corrected issues with financial records.
- Maintained and processed invoices, deposits, and money logs.
- Established QuickBooks accounting system to reflect accurate financial records.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Matched purchase orders with invoices and recorded necessary information.
Office Manager
C.R. Peele Construction
Jacksonville, NC
08.2008 - 06.2010
- Coordinated project schedules and meetings, ensuring timely communication among team members.
- Managed incoming correspondence and prioritized tasks to enhance office efficiency.
- Maintained organized filing system for contracts, invoices, and construction documents.
- Assisted in preparation of reports and presentations for project stakeholders.
- Streamlined administrative processes to improve workflow within the office environment.
- Supported budgeting efforts by tracking expenses and processing vendor invoices accurately.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Entered data into system and updated customer contacts with information to keep records current.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Oversaw inventory of office supplies, ensuring availability and cost-efficiency.
- Coordinated scheduling for meetings, optimizing use of conference rooms and resources.
- Managed office supplies inventory, ensuring timely restocking and cost efficiency.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Mentored junior staff on office procedures, fostering a collaborative work environment and knowledge sharing.
Accounts Payable Clerk
Pro Construction
Jacksonville, NC
08.2006 - 08.2008
- Processed vendor invoices accurately and promptly to ensure timely payments.
- Maintained organized records of financial transactions for audit readiness.
- Coordinated with project managers to resolve invoice discrepancies efficiently
Education
Business / Accounting
Coastal Carolina Community College
Jacksonville, NCSkills
- Bank reconciliation
- Invoice processing
- Payroll processing
- Accounts receivable management
- Confidentiality
- General ledger maintenance
- Accounting and bookkeeping
- Accounts receivable
- Exceptional organization
Customer satisfaction measurement
Data entry
Continuous improvement
CRM software
Positive attitude
Teamwork
Customer service
Attention to detail
Multitasking Abilities
Reliability
Organizational skills
Adaptability and flexibility
Verbal and written communication
Customer relations
Professional and courteous
Self motivation
MS office
Timeline
Customer Service Representative Manager
Modern Tire Service, Inc.
05.2010 - Current
Administrative Bookkeeper
Modern Tire Service, Inc
05.2010 - Current
Office Manager
C.R. Peele Construction
08.2008 - 06.2010
Accounts Payable Clerk
Pro Construction
08.2006 - 08.2008
Business / Accounting
Coastal Carolina Community College