Cathy Grealis
Columbia Station
Summary
Results-driven professional with expertise in customer service, account management, and process improvement. Proven ability to resolve complex issues and lead teams, ensuring high levels of customer satisfaction and operational efficiency.
Overview
25
25
years of professional experience
Work History
Business Generalist
McMaster-Carr Supply Co.
Aurora
11.2009 - Current
- Handle inbound calls resolving complex customer concerns with confidence and professionalism
- Use active listening to acknowledge customer frustration and deliver timely solutions
- Managed customer accounts, executing order modifications, processing returns, addressing billing inquiries, and providing product education
- Troubleshoot website, app, and account access issues (login problems, checkout errors, payment issues)
- Review and reconcile customer accounts to ensure posting of timely payments
- Contacted customers via phone and email regarding past due balances, facilitating payment arrangements and resolving disputes
- Evaluate and make recommendations on credit holds
- Escalated delinquent accounts to the appropriate department for further action
- Reviewed and processed customer credit requests with proper documentation and approval, ensuring accurate general ledger coding
Senior Business Analyst
Dave & Buster's
Westlake
10.2001 - 08.2009
- Batch payroll data weekly for processing for all hourly employees in a third party platform (TMX)
- Verify timecards, hours worked and deductions
- Oversee the full Accounts Payable cycle- invoice receipt, coding, approval, and timely payment processing
- Assisted with purchase order process, ensuring timely and accurate procurement across operations
- Maintain confidential employee files in conjunction with benefits manager
- Managed five Business Analysts in the Northeast Region
- Managed five hourly employees, overseeing daily balance sheet approvals and deposit processing
- Coordinated interview, hiring, and training process for new hourly employees, enhancing team readiness and compliance
- Sales & Service Training Manager- managed a team of 26 Team Coordinators
Education
Bachelor of Science - Community Health Service
Ohio University
Athens, OHTimeline
Business Generalist
McMaster-Carr Supply Co.
11.2009 - Current
Senior Business Analyst
Dave & Buster's
10.2001 - 08.2009
Bachelor of Science - Community Health Service
Ohio University