Felicia Hightower
Callahan,Fl
Summary
Talented Owner with excellent marketing, customer service and facility oversight skills and more than 20 years of experience. Highly effective and comfortable working with people at all levels in organization.
Overview
27
27
years of professional experience
Work History
Owner
AquaGem Healing LLC
02.2020 - Current
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Oversaw business budget planning and administration, accounting functions, and purchasing, shipping and receiving orders to handle financial needs.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decision making.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Participated in business events, conferences and trade shows to promote products and network with business owners and prospective clients.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Independent Contractor
Appen Global
09.2018 - 10.2023
- Web Search Evaluation
- Rate and Review Videos and Images for Internet Clean up
- Utilized annotation software efficiently for quick turnaround times without compromising on quality or precision.
- Compared transcribed data with source document to detect and correct errors.
- Collaborated with fellow evaluators to maintain consistency in ratings and share best practices for accurate evaluations.
- Optimized website content and images to improve search engine rankings.
- Participated in ongoing training sessions to stay current on industry trends and improve evaluation skills constantly.
- Maintained a high level of productivity by completing assigned tasks within strict deadlines, ensuring timely delivery of accurate evaluations.
Customer Success Specialist
Water Resource Technlogies LLC
07.2014 - 11.2015
- Accounts Payable, and Receivables processes
- Created Invoices for billing, Filed quarterly and end of year sales tax reports, processed 1099’s for yearend for all Vendors
- Processed Customer payments, and assisted sales department with customer accounts, processed credit card chargebacks
- Collections, Assisted Vice President with special projects
- Receptionist, Customer Service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
- Created product training plans centered on customer success and satisfaction.
- Tracked sales data for analysis and forecasting.
- Reconciled daily AR ledger and verified proper posting.
- Conducted census, financial, and insurance reports of payors to determine necessary actions for overdue or credited accounts.
- Implemented stringent follow-up procedures for overdue payments, resulting in faster collection rates.
- Posted customer payments by recording cash, checks, and credit card transactions.
- Achieved consistent accuracy in billing processes through diligent oversight and proactive identification of errors.
- Updated aging reports based on daily audits.
Medical Records Clerk
EMSI
05.2014 - 07.2014
- Contacted facilities to process insurance claims for medical records
- Contacted clients directly to initiate medical records requests
- Faxed orders from providers to facilities in order to complete requests.
- Increased accuracy of patient data entry through meticulous attention to detail and cross-referencing information.
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Collaborated with physicians and nurses, providing timely access to accurate and up-to-date medical records.
Senior Accounting Associate
Global Directories
11.2008 - 05.2013
- Multiple Company Accounting Responsibilities – Including both Accounts Payable & Receivable Processes
- Bank Reconciliations, Journal Entries to GL, Tax conversion for Canadian companies, Completed All 1099’s, processed bulk mail, and payments associated with POS systems
- Completed credit card chargebacks and processing NSF’s for all 14 US companies and 11 Canadian companies in addition to all accounting responsibilities
- Created Print screen instructions and processes for accounting department functions.
- Streamlined financial reporting processes by implementing automated tools and software, improving efficiency and accuracy.
- Conducted thorough internal audits for various departments, identifying opportunities for cost savings and process improvements.
- Collaborated with cross-functional teams to develop comprehensive financial forecasts, supporting strategic planning initiatives.
- Consistently met deadlines for monthly closing activities while maintaining high levels of accuracy and attention to detail.
- Reconciled complex bank statements for multiple accounts each month, carefully tracking transactions and ensuring accuracy.
- Assisted in the implementation of new accounting software systems for clients, streamlining operations and increasing data reliability.
Account Specialist/Human Resources
Zion Rootswear
05.2007 - 11.2008
- Streamlined accounts payable processes by implementing efficient invoicing and payment tracking systems.
- Reduced invoice processing time with accurate data entry and timely vendor communication.
- Enhanced financial accuracy through diligent reconciliation of vendor statements and company records.
- Assisted in the preparation of monthly financial statements by providing accurate accounts payable information.
- Ensured timely payments for all invoices, maintaining strong relationships with vendors and suppliers.
- Maintained compliance with internal controls and external regulations related to accounts payable processes.
- Supported accounting team during annual budgeting process by providing detailed analysis of historical expenditure data.
- Contributed to year-end closing process by ensuring all outstanding payables were accurately recorded and settled promptly.
- Facilitated dispute resolution between company departments and vendors regarding payment issues or discrepancies in invoicing.
- Streamlined payroll processes by implementing efficient software and automation tools.
- Reduced errors in payroll calculations with meticulous attention to detail and thorough data verification.
- Ensured timely salary disbursements for employees, maintaining strict adherence to company policies and deadlines.
- Managed accurate records of employee time off, leave balances, and attendance for precise pay calculation.
- Handled complex payroll situations such as back-pay calculations, garnishments, and overtime payments with accuracy and professionalism.
- Conducted regular audits of payroll data to identify discrepancies and ensure compliance with federal regulations.
Sales & Marketing
IMA Group Services INC
06.2005 - 04.2007
- Created sales quotes and converted sales orders using internal ordering system.
- Grew sales utilizing business-to-business sales tactics.
- Formulated or implemented sustainability campaign or marketing strategies.
- Communicated with approximately [Number] clients daily to understand needs and explain product value.
- Coordinated with sales teams to ensure seamless transition from prospecting to account management stages.
- Prepared and submitted timely invoices, statements and payment reminders for customers.
Account Payable Clerk/Receptionist
National Sheet Metal Co
01.2004 - 01.2005
- Account Payable processes for 3 companies, collection phone calls, answered calls and customer service
- Assisted President, VP & Lead foreman with letters, bids and job estimations
- Adjusted GL including material requisition, processed monthly reporting for union, reconciled vendor statements.
Accounts Payable & Receivable Clerk
Southeast Crane Parts Inc.
03.2002 - 01.2004
- Accounting functions for both payable & receivables, including posting vendor invoices, billing customers, collection calls, processing checks and posting payments
- Processed and completed Credit Card Chargebacks
- Customer service calls assisted with inventory and clean up to GL.
Inventory & Production Control/Purchasing
USNR Jax
06.1997 - 03.2001
- Ensured timely product delivery by closely monitoring lead times and coordinating with suppliers as needed.
- Developed comprehensive reports on inventory levels, turnover rates, and sales trends to inform business decisions.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Organized purchasing files both physically and electronically for easy access during audits or reviews by management staff members.
- Communicated frequently with stores and vendors to manage orders and verify revisions on purchase orders.
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
- Managed invoice discrepancies by effectively communicating with vendors to resolve issues in a timely manner.
- Utilized software to order, track and invoice product shipments.
Education
Associate of Arts - Creative Writing
Florida State College At Jacksonville
Jacksonville, FL01.2025
Skills
- Accounting
- Customer Service
- Clerical Support
- Customer Relations
- Vendor Relationship Management
- Sales Tracking
- Bookkeeping
- Business Administration
- Data Analysis
- Accounting management
- Marketing
- Staff training/development
Timeline
Owner
AquaGem Healing LLC
02.2020 - Current
Independent Contractor
Appen Global
09.2018 - 10.2023
Customer Success Specialist
Water Resource Technlogies LLC
07.2014 - 11.2015
Medical Records Clerk
EMSI
05.2014 - 07.2014
Senior Accounting Associate
Global Directories
11.2008 - 05.2013
Account Specialist/Human Resources
Zion Rootswear
05.2007 - 11.2008
Sales & Marketing
IMA Group Services INC
06.2005 - 04.2007
Account Payable Clerk/Receptionist
National Sheet Metal Co
01.2004 - 01.2005
Accounts Payable & Receivable Clerk
Southeast Crane Parts Inc.
03.2002 - 01.2004
Inventory & Production Control/Purchasing
USNR Jax
06.1997 - 03.2001
Associate of Arts - Creative Writing
Florida State College At Jacksonville
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