Elizabeth Soto
Santo Domingo, Dominican Republic
Summary
Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Asana, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Acquire BPO
11.2022 - 12.2022
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted available products and services to customers during service, account management, and order calls.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Managed over 50 customer calls per day, emails and inbound chats.
Contract & Booking Manager
Holiday's Lounge
01.2017 - 10.2020
- Supported timely and complete billing by documenting milestones and submitting accurate invoicing paperwork.
- Onboarded and trained new staff to keep team efficient and prepare team members to effectively handle demands of simultaneous and large-scale contracts.
- Negotiated and executed contracts on behalf of department.
- Built and managed processes for tracking and monitoring department performance.
- Organized and updated databases, records and other information resources.
- Created reports, presentations and other materials for executive staff.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities,.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Managed a team of 4
Accountant Specialist
Virtual Processing Center
11.2015 - 12.2016
- Delivered human resources financial support by certifying and processing payroll, completing deposits, performing pay adjustments and promptly distributing checks.
- Used accounting software to issue tax returns and prepare consolidated reports.
- Provided journal entries and performed accounting on accrual basis.
- Maintained integrity of general ledger and chart of accounts.
- Trained new employees on accounting principles and company procedures.
- Collaborated with accounting manager to comply with governing bodies and limit regulatory risks.
Financial Analyst
Sol Petroleum
12.2013 - 07.2014
- Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
- Collected data from other divisions to support quarterly forecasts.
- Assisted in preparation of presentations, data tables and other documents for investor meetings.
- Reviewed and analyzed project spending throughout project life cycle.
- Used relevant financial technology to generate reports and recommended courses of action to upper management.
- Collected data and developed detailed spreadsheets to identify trends and create revenue, profitability, and expense forecasts.
Treasuy Assistant /Assistant Accountant
Cemex Trading LLC
07.2006 - 06.2012
- Maintained detailed financial records of accounts receivable and payable status and bank reconciliations.
- Maintained accurate and complete documentation to facilitate accounting and filing functions.
- Assisted with monthly and quarterly income statements, balance sheets and cash flow reports to inform decision-makers.
- Processed payroll by validating work hours and attendance of employees.
- Monitored status of accounts receivable and payable to facilitate prompt processing.
- Checked general ledger entries to increase accuracy, prevent significant errors and identify adjustments.
- Completed financial reports, providing insight into performance, operations and cash flow.
- Facilitated month-end and year-end closing processed to support accuracy and completeness of financial reports.
- Reconciled company accounts for credit cards, employee expenses, and commissions.
- Evaluated and improved financial records to make important business decisions.
- Contributed to annual budget development and quarterly forecasts to support continuous adherence.
- Provided journal entries and performed accounting on accrual basis.
- Prepared working papers, reports and supporting documentation for audit findings.
- Tracked funds, prepared deposits and reconciled accounts.
- Partnered with auditors to track errors and add contributions to maintain accuracy.
- Maintained integrity of general ledger and chart of accounts.
Administrative Assistant/ Billing
Cemex Trading LLC
01.2002 - 06.2006
- Generated monthly billing and posting reports for management review.
- Utilized various software programs to process customer payments.
- Monitored outstanding invoices and performed collections duties.
- Used data entry skills to accurately document and input statements.
- Handled account payments and provided information regarding outstanding balances.
- Reconciled accounts receivable to general ledger.
- Collaborated with customers to resolve disputes.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Created improved filing system to maintain secure client data.
- Maintained accurate records of customer payments.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
Education
MBA - Business Management
Universidad Apec
Dominican Republic09.2006
Certification Course - International Business Management
Asociación Dominico Española De Compras E Inv.
Dominican Republic04.2006
Skills
- Documentation Skills
- Staff Management
- Bookkeeping/ Quickbooks/ SAP
- Project Management
- Expense Reporting
- Customer Service Management
- G Suite
- Microsoft Office
Timeline
Customer Service Representative
Acquire BPO
11.2022 - 12.2022
Contract & Booking Manager
Holiday's Lounge
01.2017 - 10.2020
Accountant Specialist
Virtual Processing Center
11.2015 - 12.2016
Financial Analyst
Sol Petroleum
12.2013 - 07.2014
Treasuy Assistant /Assistant Accountant
Cemex Trading LLC
07.2006 - 06.2012
Administrative Assistant/ Billing
Cemex Trading LLC
01.2002 - 06.2006
MBA - Business Management
Universidad Apec
Certification Course - International Business Management
Asociación Dominico Española De Compras E Inv.
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