Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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EMILY M FRANCIS

EMILY M FRANCIS

Nashville,TN

Summary

Focused Billing & Operations Lead with years of operational & relational experience. Skilled in building client rapport and managing/tracking accounts and presenting data. Hardworking and energetic with passion for accuracy and efficiency. Knowledgeable about financial operations and best practices to maintain effective operational output.

Overview

11
11
years of professional experience

Work History

Billing & Operations Lead

Buckingham Wealth Partners
04.2022 - Current
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Reviewed billing problems, researched issues and resolved concerns.
  • Trained and mentored staff on procedures, compliance requirements and collections techniques.
  • Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
  • Developed strategic plans for day-to-day financial operations.
  • Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
  • Created various Excel documents to assist with pulling metrics data and presenting information to business analytics department.
  • Continuously assessed current reporting techniques and developed improvements to boost accuracy.

Retirement Solutions Specialist

Buckingham Wealth Partners
06.2021 - 04.2022
  • Improved customer satisfaction by identifying and addressing key pain points in software processes.
  • Streamlined client onboarding for faster solution implementation, reducing downtime and increasing productivity.
  • Enhanced team collaboration by developing efficient workflows and communication strategies for solution delivery.
  • Provided timely support to clients during post-implementation, ensuring smooth transitions and minimal disruption to operations.
  • Developed comprehensive project plans to guide successful solution implementations from inception through completion.

Assistant Manager

Cape Reserve
05.2019 - 05.2021
  • Cross-trained new hires from entry level to leadership roles to maximize operational knowledge.
  • Interacted sensitively, effectively, and professionally with individuals from diverse cultural, socioeconomic and educational, sexual, gender and religious orientations and backgrounds.
  • Implemented creative sales and marketing strategies to assist sales team with reaching targets.
  • Evaluated employee progress and compliance while identifying areas for additional coaching by monitoring daily performance.

Team Lead

Cape Reserve
05.2019 - 02.2020
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
  • Mentored team members in mastering sales techniques to consistently exceed objectives.
  • Provided knowledgeable service when answering questions and greeted all customers with friendly demeanor.
  • Negotiated and closed deals with minimal oversight.

Server

Longhorn Steakhouse
02.2016 - 05.2019
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.

Sales Associate

Kate Spade
05.2018 - 07.2018
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted with purchases, locating items and signing up for rewards programs.

Customer Service Representative

Speed Commerce
07.2013 - 05.2015
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Documented conversations with customers to track requests, problems and solutions.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Education

Bachelor of Science - Finance

Missouri State University
Springfield, MO
2019

Skills

  • Customer Relations
  • Staff Supervision
  • Microsoft Office Expertise
  • Product and Service Knowledge
  • Business Development Understanding
  • Training
  • Sales Monitoring
  • Sales Goals
  • Closing and Contract Negotiations
  • Recruiting and Interviewing
  • Flexible and Adaptable
  • Self-Motivated
  • Critical Thinking
  • Data Synthesizing
  • Microsoft Excel

Accomplishments

  • Harmony House (2017-2019)
  • Ronald McDonald House Charities (2017-2019)
  • Alpha Delta Pi; Missouri State University (2017-2019)
  • The Belonging Co. Servant Leader (2023 - Present)


Timeline

Billing & Operations Lead

Buckingham Wealth Partners
04.2022 - Current

Retirement Solutions Specialist

Buckingham Wealth Partners
06.2021 - 04.2022

Assistant Manager

Cape Reserve
05.2019 - 05.2021

Team Lead

Cape Reserve
05.2019 - 02.2020

Sales Associate

Kate Spade
05.2018 - 07.2018

Server

Longhorn Steakhouse
02.2016 - 05.2019

Customer Service Representative

Speed Commerce
07.2013 - 05.2015

Bachelor of Science - Finance

Missouri State University

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EMILY M FRANCIS