Joanmarie Goodwin
Cash Office Team Lead / RTV Team Lead
Natick,MA
Summary
Dynamic professional with a proven track record at BJ's Wholesale Club, excelling in conflict resolution and employee training. Recognized for enhancing operational efficiency through process improvements and maintaining regulatory compliance. Adept at fostering customer focus, driving results, and mentoring teams to achieve high service standards.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Cash Office Team Lead / RTV Team Lead
BJ's Wholesale Club
2008.11 - Current
- Directed daily team operations to maintain efficient workflow and store service standards.
- Coached associates on procedures, merchandising expectations, and customer service practices.
- Monitored inventory levels and replenished merchandise to support accurate stock presentation.
- Resolved member concerns promptly while reinforcing professional, service-focused interactions.
- Trained new team members on point-of-sale processes, safety practices, and department routines.
- Communicated priorities to associates and leadership to support smooth shift execution.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Managed schedules, accepted time off requests and found coverage for short shifts.
HR Associate
BJ'S Wholesale Club
2025.04 - 2026.01
- Supported onboarding and new hire paperwork, ensuring accurate completion of HR records and compliance documentation.
- Maintained confidential employee files and updated HRIS data with precision and discretion.
- Assisted associates with benefits, payroll, and policy inquiries using clear, professional communication.
- Coordinated interview scheduling and candidate communications to support efficient hiring workflows.
- Processed employment changes, including transfers, status updates, and terminations, with strong attention to detail.
- Prepared HR reports and tracked personnel information to support daily operational needs.
- Resolved routine employee concerns by escalating issues appropriately and following established HR procedures.
- Organized onboarding materials, training packets, and internal communications to improve associate readiness.
- Enhanced employee retention by implementing effective onboarding processes and conducting regular follow-up meetings.
- Assisted in maintaining compliance with labor laws, reducing potential risks of fines or lawsuits against the company.
- Handled sensitive information discreetly while maintaining confidentiality and trust amongst employees.
- Gathered personnel records from employees from each department.
- Coordinated and conducted new hire pre-interviews.
- Supported management in addressing employee concerns, facilitating open communication channels and fostering a positive work environment.
- Managed benefits administration, ensuring timely enrollment and accurate record-keeping for all employees.
Financial Services Manager
Verizon Enterprise
Boston , MA
2019.10 - 2024.02
- Directed accounts receivable, billing, and dispute resolution workflows for enterprise finance operations.
- Reviewed customer accounts to resolve payment discrepancies and maintain accurate financial records.
- Coordinated cross-functional support with sales, operations, and credit teams on billing issues.
- Analyzed delinquent accounts and prioritized collection activities to reduce outstanding balances.
- Prepared financial reports and account reconciliations to support month-end close processes.
- Implemented process improvements to streamline invoice resolution and customer issue handling.
- Managed escalations involving contract billing, payment terms, and service adjustments.
- Trained team members on financial policies, system procedures, and customer communication standards.
- Streamlined financial reporting processes for improved efficiency and accuracy.
- Conducted in-depth audits to review accounts, controls and compliance with sound accounting practices.
- Delivered exceptional customer service, addressing client concerns promptly and effectively resolving issues.
- Directed financial services operations, aligning billing, collections, and account reconciliation with enterprise service requirements.
- Analyzed customer invoices and contract terms to resolve discrepancies and improve billing accuracy.
- Coordinated cross-functional support with sales, operations, and finance teams to address complex account issues.
- Monitored receivables activity, prioritizing delinquent accounts and supporting timely cash application.
- Implemented streamlined workflows for dispute resolution, reducing delays in customer account processing.
- Verified account reconciliations and monitored general accounting work to keep team on-track with daily and monthly functions.
- Evaluated and negotiated contracts to procure favorable financial terms.
Client Services Manager
Mci Worldcom
Boston, MA
1998.07 - 2019.09
- Managed client service requests, ensuring timely resolution and consistent follow-up across support teams.
- Coordinated account communications to maintain service quality and align deliverables with client expectations.
- Resolved escalated issues by collaborating with technical and operations teams for accurate problem closure.
- Reviewed service performance data to identify recurring issues and improve customer response processes.
- Maintained client records, documenting requests, resolutions, and service updates with strong accuracy.
- Strengthened customer retention by addressing concerns quickly and reinforcing dependable service delivery.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Managed a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
- Directed client service operations, ensuring timely resolution of customer requests and escalations.
- Coordinated account support activities across billing, provisioning, and order management teams.
- Monitored service issues and followed through on corrective actions to maintain client satisfaction.
- Developed client communication processes to improve response consistency and issue tracking.
- Collaborated with sales, network, and technical teams to support service delivery commitments.
- Reviewed account records and service reports to identify errors and prevent recurring problems.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Built a strong rapport with key decision-makers within client organizations, fostering trust and long-lasting partnerships.
Project Manager
MCI Telecommunications
1996.09 - 1998.07
- Directed cross-functional project plans for telecommunications installations and service rollouts.
- Coordinated schedules, resources, and milestones across engineering, operations, and vendor teams.
- Monitored project status, dependencies, and risks to maintain delivery timelines.
- Facilitated stakeholder communication for requirements, updates, escalations, and issue resolution.
- Managed project documentation, status reports, and change-control records with accuracy.
- Evaluated technical constraints and aligned implementation activities with customer expectations.
- Led meeting agendas, action tracking, and follow-up for assigned initiatives.
- Improved workflow consistency through process updates and coordination standards.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
Education
Bachelor of Science - Economics
Framingham State University
Framingham, MA1985-05
Associate of Arts - Accounting
Lasell College
Newton, MA1981-05
Skills
Attention to detail
Conflict resolution
Customer focus
Coaching and mentoring
Process improvement
Complaint resolution
Regulatory compliance
Trend tracking
Invoice verification
Human resources management
Financial acumen
Employee training
Task delegation
Certification
Data Network Certificate - Norteastern University Boston, MA
Accomplishments
Award for excellence in Accounting from Lasell College
32 years amateur Figure Skater
Choreographed programs
Taught younger skaters
National Competitor with several 1st, 2nd, and 3rd place achievements
Timeline
HR Associate
BJ'S Wholesale Club
2025.04 - 2026.01
Financial Services Manager
Verizon Enterprise
2019.10 - 2024.02
Cash Office Team Lead / RTV Team Lead
BJ's Wholesale Club
2008.11 - Current
Client Services Manager
Mci Worldcom
1998.07 - 2019.09
Project Manager
MCI Telecommunications
1996.09 - 1998.07
Bachelor of Science - Economics
Framingham State University
Associate of Arts - Accounting
Lasell College