Kailee Brown
Council Bluffs,IA
Summary
To Obtain a Position that will utilize and challenge proven skills and varied experience. Driven Customer Service Supervisor offers 15 years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Aircraft Specialties Inc
Omaha, NE
08.2013 - Current
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Monitored staff performance to ensure adherence to customer service standards.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Customer Service Supervisor
Aircraft Specialties Inc
Omaha, NE
08.2013 - Current
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
Accounts Receivable Supervisor
Aircraft Specialties Inc
Omaha, NE
08.2013 - Current
- Supervised and monitored the daily operations of Accounts Receivable department to ensure accuracy, completeness, and timeliness of customer payments.
- Maintained accurate records of customer account activity including invoices, payments, credits, adjustments.
- Created monthly aging report for review by management team.
- Reviewed credit applications from customers before extending credit terms.
- Conducted regular reconciliation activities on customer accounts to verify accuracy of balances.
- Tracked all incoming payments received via check, ACH and wire transfer or other methods.
- Monitored online banking systems for electronic payments made by customers.
- Participated in implementing a new ERP system for Accounts Receivable department.
- Negotiated payment plans and arrangements.
- Received and submitted payments and applied amounts to customer balances.
Accounts Payable/Receivable
Greater Omaha Express
Omaha, NE
08.2010 - 08.2013
- Processed invoices and payments in a timely manner.
- Maintained accurate records of accounts payable and receivable transactions.
- Posted journal entries to the general ledger.
- Reconciled vendor statements and identified discrepancies.
- Resolved customer inquiries regarding billing information.
- Prepared monthly bank reconciliations.
- Monitored payment due dates and ensured timely payments.
- Reviewed outstanding invoices and generated weekly aging reports.
- Collaborated with other departments to resolve invoice issues promptly.
- Reviewed and audited log entries for accuracy and completeness.
- Identified discrepancies in logs and reported them to management.
- Analyzed data from multiple sources and identified trends or patterns.
- Performed detailed analysis of log entries, documents, records, and other information relevant to audits.
Secretary
Duchess Waterproofing
Council Bluffs, IA
06.2006 - 08.2010
- Provided administrative support to the office manager and other staff members.
- Greeted visitors in a professional manner and directed them to appropriate personnel or offices.
- Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Organized and maintained executive calendars, including scheduling meetings, travel arrangements and conference calls.
- Answered incoming phone calls, responded to inquiries and transferred calls as needed.
- Processed invoices for payment; tracked payments received from vendors and clients.
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Coordinated meeting logistics such as room reservations and catering services.
- Created agendas and took minutes during meetings; distributed notes in a timely manner afterwards.
- Assisted with special projects or tasks related to departmental functions upon request.
- Developed an efficient document tracking system which allowed quick access to all necessary paperwork.
- Managed calendar reminders for upcoming deadlines or events associated with the office.
- Performed data entry into computer systems; ensured accuracy of all entered information.
Education
Abraham Lincoln High School
05.2009
Skills
- Schedule Coordination
- Quality Assurance
- Account Management
- Service Delivery Optimization
- Regulatory Compliance
- Technical Support
- Training and Mentoring
- Workflow Management
- Report Preparation
- Handling Escalations
- Problem-Solving
- Performance Evaluations
- Issue Resolution
- Management of Remote Employees
- Team Building and Leadership
- Client Relations and Retention
- Customer Service
- Staff Management
- Account Authorizations
- Schedule Management
- Cash Handling
- Budgeting and Finance
- Training Programs
- MS Office
Office Skills And Experience
- Microsoft Office
- Word
- Access
- Excel
- Outlook
- Power Point
- Corridor
- Quick Books
- Microsoft Dynamics GP/ Microsoft Dynamics NAV
- Accounts Receivable
- Prophecy/ Rapid log
- Extensive Customer Service Skills
- 10 Key by Touch/ 87 WPM typing speed
- Superior Communications
- New employee orientation
- Employee Relations
- Multi-line Phone Systems
- Cash register
- CPR Certified
- WSI Certified
- Lifeguard Certified
- Filing
Career Experience
- Aircraft Specialties Inc, Omaha, NE, 08/2013, Present, Customer Service Manager, Customer Service Supervisor, Accounts Receivable Supervisor, Oversee customer accounts, Communicating with Customers, Purchasing, Inventory Management
- Greater Omaha Express, Omaha, NE, 08/2010, 08/2013, Accounts Payable/Receivable, Enter Local Drivers time/Log Auditing, Billing, Deposit, Handling Petty Cash, Handling Drivers Expenses, Fuel Reports, Answering Telephone
- Duchess Waterproofing, Council Bluffs, IA, 06/2006, 08/2010, Secretary, Answering Phones, Filing, Making Fliers, Estimates, Determining Square feet, Billing Accounts, Pay Roll, Faxing
References
SUPPLIED UPON REQUEST
Timeline
Customer Service Manager
Aircraft Specialties Inc
08.2013 - Current
Customer Service Supervisor
Aircraft Specialties Inc
08.2013 - Current
Accounts Receivable Supervisor
Aircraft Specialties Inc
08.2013 - Current
Accounts Payable/Receivable
Greater Omaha Express
08.2010 - 08.2013
Secretary
Duchess Waterproofing
06.2006 - 08.2010
Abraham Lincoln High School
Similar Profiles
Joshua SosaJoshua Sosa
Ramp Agent at GAT, Cargo Management Aircraft Ground Handling Aircraft Marshalling Aircraft Pushback Aircraft Towing, Aircraft Cabin AppearanceRamp Agent at GAT, Cargo Management Aircraft Ground Handling Aircraft Marshalling Aircraft Pushback Aircraft Towing, Aircraft Cabin Appearance
RAUL DAVID SUAREZ MAYORGARAUL DAVID SUAREZ MAYORGA
Aircraft Maintenance Engineer at CAE AIRCRAFT MAINTENANCE / PILATUS AIRCRAFTAircraft Maintenance Engineer at CAE AIRCRAFT MAINTENANCE / PILATUS AIRCRAFT
JAMES R. GREENJAMES R. GREEN
Quality Auditor at Aircraft Inspection & ManagementQuality Auditor at Aircraft Inspection & Management
Jamie MortonJamie Morton
Financial Services Associate at Charles SchwabFinancial Services Associate at Charles Schwab
Justice AltstadtJustice Altstadt
Hostess at Ameristar CasinoHostess at Ameristar Casino