Summary
Overview
Work History
Education
Skills
Timeline
Generic

Icon Royal

Atlanta,GA

Summary

I demonstrate strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

8
8
years of professional experience

Work History

Product Manager

FedEx
07.2024 - Current
  • Prioritized roadmap in order to achieve product goals and metrics.
  • Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
  • Collaborated with sales, marketing, and support teams to launch products on time and within budget.
  • Coordinated project planning and execution with team members and team leads.
  • Set goals and formalized policies to maximize team performance and keep project on-task.
  • Communicated effectively with team members to deliver updates on project milestones and deadlines.
  • Analyzed metrics to measure product performance.
  • Developed product documentation to communicate upcoming features and products to internal teams.
  • Established criteria for each milestone within product roadmap as means to measure developmental progress.
  • Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.
  • Devised content strategy to effectively engage target audiences.
  • Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
  • Executed comprehensive marketing plans that consistently achieved targets for increased revenue.

Logistics Associate

SPS
01.2023 - 06.2024
  • Tracked orders and notified customers of status or potential delays.
  • Assembled pallets and crates for secure transportation of materials.
  • Verified documentation and condition of freight to assure quality standards were achieved.
  • Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
  • Shipped material and performed boxing, packing, labeling, and preparation of related documents.
  • Managed warehouse operations and verified proper shipment procedures.
  • Helped train new employees in safe practices and warehouse procedures.
  • Streamlined material delivery processes which increased efficiency and reduced downtime.

Billing Analyst

FirstKey Homes
10.2020 - 12.2022
  • Partnered with billing analyst department to investigate and remedy any gross margin trend issues.
  • Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
  • Analyzed payment information and applied changes correct customer accounts.
  • Assisted clients and attorneys with requests for invoice copies, ledger details and explanation of accounts receivable amounts owed.
  • Evaluated aging reports to identify members to be included in monthly outbound collection calls.
  • Maintained strict confidentiality with all personal data as per company guidelines.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
  • Worked with multiple departments to check proper billing information.
  • Researched and resolved billing discrepancies to enable accurate billing.

Customer Service Representative

FirstKey Homes
09.2019 - 10.2020
  • Managed timely and effective replacement of damaged or missing products.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved accounting, service and delivery concerns.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Implemented and developed customer service training processes.

Customer Support Specialist

Avid
01.2018 - 09.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Developed and implemented preventive maintenance procedures.
  • Offered assistance in implementing and developing training programs.
  • Monitored system performance to identify potential issues.
  • Responded to customer requests for products, services, and company information.

Education

High School Diploma -

Dream Big Academy
Culver City, CA

Skills

  • Research and trend analysis
  • KPI tracking
  • Product roadmaps
  • Financial management
  • Product vision and strategy
  • CRM software
  • Customer service
  • Invoice processing
  • Billing cycle management
  • Business operations support
  • Data research
  • Collections management
  • Regulatory compliance

Timeline

Product Manager

FedEx
07.2024 - Current

Logistics Associate

SPS
01.2023 - 06.2024

Billing Analyst

FirstKey Homes
10.2020 - 12.2022

Customer Service Representative

FirstKey Homes
09.2019 - 10.2020

Customer Support Specialist

Avid
01.2018 - 09.2019

High School Diploma -

Dream Big Academy

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