Christina Raphael
Kissimmee,FL
Summary
Resourceful Office Manager with many years of experience optimizing office procedures and overseeing operations. Skilled in schedule management, payroll administration, and business correspondence coordination. Disciplined and systematic professional thrives in high-pressure, team-based atmospheres.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Debt Collection Analyst/Office Manager
Debt Mediators
Orlando, Florida
02.2014 - 12.2023
- Utilized hard work and determination to create company Case Management Policy and Procedure guide, effectively negotiating payments and timeline goals while maintaining positive client relationships.
- Consistently adhered to established guidelines and standards in order to maintain high levels of customer satisfaction
- Demonstrated strong ability to manage collections with a persuasive and professional manner
- Developed and maintained favorable client rapport while mitigating potential financial losses
- Optimized revenue generation by executing timely and successful collection efforts
- Maintained a fair review process for clients and team members.
- Achieved positive outcomes by applying strong teamwork and leadership skills.
- Researched and identified customer payment trends, creditworthiness, and delinquency history.
- Negotiated payment plans with customers based on their financial situation.
- Utilized various software applications to update records, track payments, and generate reports.
- Maintained accurate documentation of all collections activities in the system database.
- Conducted regular reviews of customer accounts for accuracy and completeness of information.
- Provided excellent customer service while communicating effectively over the phone or via email and chat services.
- Assisted with training new staff members on collections processes, procedures, best practices.
- Maintained high levels of professionalism when dealing with difficult or irate customers.
- Regularly reported key metrics including number of calls made and received, total amount collected per month.
- Participated in weekly meetings with management team to discuss performance results and make recommendations for improvement.
- Accepted and processed customer payments and applied toward account balances.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Supervised staff members, organized schedules and delegated tasks.
- Provided administrative support to management team including preparing reports and presentations.
Customer Service Representative
CoPart Auto Auction
Orlando, Florida
12.2011 - 01.2014
- Managed high-pressure situations and delivered effective outcomes.
- Educated and mentored new hires on intricate call handling techniques, thus being appointed as one of the primary trainers
- Possessed an unyielding dedication to delivering exceptional customer service, skillfully engaged in building productive relationships and expertly resolved complex issues resulting in enhanced customer loyalty
- Brings strong expertise in strategic relationship and partnership building
- Attentive listening skills coupled with creative problem-solving abilities yield tactful and diplomatic solutions
- Fostered strong connections with a range of businesses to deliver excellent service to customers while cultivating mutually beneficial partnerships with insurance agencies, body shops, and towing companies.
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Administrative Assistant
Liberty Transportation
Vero Beach, Florida
01.2010 - 11.2011
- Recorded and reconciled customer information and financial transactions on the billing platform
- Sent or emailed statements and notices of payments due
- Offered support for customer billing questions
- Promoted digital transformation through convincing all clients to transition towards eco-friendly document management techniques
- Provided superiors with comprehensive reports on assigned customer accounts
- Prepared manual payroll checks on an as-needed basis
- Ensure accurate and timely payroll processing for staff.
- Oversaw the accurate processing of bi-weekly payrolls for site location.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Handled confidential documents in an organized fashion according to established protocol.
- Managed database systems containing customer contact information.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
Payroll Clerk
Wiregrass Construction
Huntsville, Alabama
03.2006 - 10.2009
- Maintained organized employee records to facilitate efficient pay run process
- Oversaw mailing process for company's payroll checks to guarantee on-time and secure delivery
- Organized and maintained payroll documents such as direct deposit information, data cards, and W2 forms
- Maintained accurate records of employee information using Excel.
- Utilized data analysis techniques to identify and address payroll discrepancies
- Elevated performance of payroll function by consistently following established policies, procedures, and promptly addressing required adjustments
- Maintained strict confidentiality of employee data to protect payroll processes
- General office duties and reporting for supervisors.
- Processed payroll information for up to 400 employees, including calculating wages and deductions.
- Verified accuracy of timekeeping records to ensure compliance with federal and state regulations.
- Prepared tax documents such as W-2 forms, 1099s, 941s., for submission to government agencies.
- Responded to inquiries regarding wage garnishments, taxes, 401 contributions.
- Managed year-end closing process by ensuring timely filing of applicable forms and documents.
- Ensured compliance with federal labor laws such as FLSA, FMLA, ADA..
- Developed procedures for processing payroll transactions efficiently.
- Assisted HR team with benefit enrollment activities as necessary.
- Managed payroll for temporary, hourly and salaried employees.
- Ensured accurate recording of payroll details (job code, cost code, and equipment codes) by entering data manually through 10 key method for multiple contracted job sites to adhere to budgetary requirements.
Education
Valencia College
Orlando, FLSkills
- Risk Mitigation Planning
- Deadline-Oriented Task Coordination
- Leadership in Project Execution
- Merchant Processing Oversight
- Efficient Payroll Management
- Efficient Data Entry
- Experienced with Microsoft Office Applications
- Salesforce Implementation Skills
- Experience with JD Edwards
- Payroll System Management
- CRM Proficiency
- Experience with Insightly and Forth with a familiarity with Credit Repair Cloud
- Customer Relationship Management
- Payment Processing
- Paperwork Processing
- Customer Retention
- Reliability
- Analytical Thinking
- Team building
- Telephone Etiquette
- Active Listening
- Problem-Solving
- Data entry skills
- Pleasant Telephone Demeanor
- Adaptability
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceWork from home optionHealthcare benefits401k matchCompany CultureFlexible work hoursTimeline
Debt Collection Analyst/Office Manager
Debt Mediators
02.2014 - 12.2023
Customer Service Representative
CoPart Auto Auction
12.2011 - 01.2014
Administrative Assistant
Liberty Transportation
01.2010 - 11.2011
Payroll Clerk
Wiregrass Construction
03.2006 - 10.2009
Valencia College
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