Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lailani Gross

Yulee,FL

Summary

With over 10 years of experience in customer service and call center environments, I have a strong foundation in delivering exceptional service and ensuring organizational success. My unwavering commitment to quality and customer satisfaction has consistently driven positive outcomes. Building lasting client relationships and maximizing quality are at the core of my approach. As a self-motivated innovator, I have a proven track record in troubleshooting and problem resolution, consistently finding effective solutions.

Overview

14
14
years of professional experience

Work History

Account Receivable Associate

Home Depot
09.2023 - Current
  • Trained new team members on accounts receivable processes and best practices, contributing to a cohesive work environment.
  • Implemented new software systems to automate repetitive tasks, increasing productivity and reducing errors in accounts receivable processing.
  • Contributed to the company''s financial stability through diligent monitoring, analysis, and collection efforts within the accounts receivable function.
  • Supported cash management initiatives by providing accurate and timely reporting to finance leadership on outstanding receivables.
  • Maintained confidentiality over sensitive financial data while ensuring adherence to regulatory compliance standards within the accounts receivable function.
  • Expedited month-end closing procedures by efficiently reconciling account balances and preparing necessary reports.
  • Ensured accurate record-keeping with meticulous data entry and organization of account information.
  • Improved cash flow by promptly processing invoices and diligently following up on overdue payments.
  • Submitted cash and check deposits and generated cash receipts to record money received.
  • Matched purchase orders with invoices and recorded necessary information.
  • Input financial data and produced reports using Software.

Team Lead Resolution Specialist

Home Depot
05.2018 - 09.2023
  • Created training material via PowerPoint
  • Trained new team members with information on company procedures
  • Promoted a positive teamwork environment with open communication
  • Served as a role model for team members by demonstrating commitment to excellence, professionalism, and adherence to company values
  • Enhanced overall teammates skills and knowledge, regularly training, and mentoring individual performance by providing regular feedback, and skill development opportunities.
  • Collaborated with other department leads to collectively achieve business goals
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Gathered, organized and input information into digital database
  • Managed all National Account portfolios and processed 50+ disputes daily
  • Continuously maintained SLA, closing out all disputes ensuring account settlements for all money owed.
  • Consistently contributed to overall monthly & year end goals.

Bookkeeper/ Sales Specialist

HOME DEPOT
05.2017 - 05.2018
  • Maintains accounts by verifying, allocating, and posting transactions
  • Balancing subsidiary accounts by reconciling entries
  • Maintains historical record by filling document's
  • Prepares financial reports by collecting, analyzing, and summarizing account information
  • Provide Product Knowledge
  • Perform data entry duties with regard to sales figures, metrics and other my data

Project Coordinator

HOME DEPOT
12.2016 - 05.2017
  • Tracked and reported project status to ensure that the projects run smoothly
  • Managed project schedules and deadlines from start to end as acting liaison between project managers, team members, internal and external clients
  • Managed project documentation and records.
  • Coordinated with vendors and contractors.
  • Assisted with the planning and execution of project tasks.
  • Collected payments as well as mailed out payment reminders

Administrative Assistant

HOME DEPOT
10.2015 - 12.2016
  • Coordinated between departments and operating units in resolving day to day administrative and operational problems
  • Scheduled appointments and maintained master calendar
  • Drafted internal documents and memoranda
  • Received and screened a high volume of internal and external communications, including email and mail
  • Conducted randomized feedback surveys
  • Maintained compliance with company and legal requirements

Customer Experience Representative

DONNELLY COMMUNICATIONS
01.2014 - 10.2015
  • Serviced customers for several high profile clients with over $2 Billion in combined annual revenues
  • Helped increase customer satisfaction survey results average from 4.2/5 to 4.7/5 in final quarter of 2014
  • Suggested changes to training, best practices, and operational procedures that increase customer satisfaction and employee productivity
  • Facilitated 1:1 training for procedural changes

Team Lead

TARGET
01.2012 - 01.2014
  • Leading member of a fast, fun, and friendly service team
  • Acted promptly to resolve guest concerns via phone and in person to maintain customer relationships
  • Provided continuous attention to customer needs and addressed customer issues immediately
  • Led new employee training

Front End Supervisor

WINN DIXIE
01.2011 - 01.2012
  • Led superior guest experience efforts for high volume retailer
  • Guided team to 13% increase in new customer acquisition for Rewards Program
  • Managed cash stock and inventory balances accurately
  • Supported the Store Manager in daily operational duties

Education

HIGH SCHOOL DIPLOMA -

PACE SCHOOL FOR GIRLS
Jacksonville, FL
06.2003

Skills

  • Results Oriented
  • Organized
  • Strong Communication Skills
  • Experienced Trainer
  • MS Office, SAP, ERP, TPS, GetPaid, and HighRadius Proficient
  • Seasoned in conflict resolution
  • Dedicated to process improvement
  • Proficient in customer account software

Timeline

Account Receivable Associate

Home Depot
09.2023 - Current

Team Lead Resolution Specialist

Home Depot
05.2018 - 09.2023

Bookkeeper/ Sales Specialist

HOME DEPOT
05.2017 - 05.2018

Project Coordinator

HOME DEPOT
12.2016 - 05.2017

Administrative Assistant

HOME DEPOT
10.2015 - 12.2016

Customer Experience Representative

DONNELLY COMMUNICATIONS
01.2014 - 10.2015

Team Lead

TARGET
01.2012 - 01.2014

Front End Supervisor

WINN DIXIE
01.2011 - 01.2012

HIGH SCHOOL DIPLOMA -

PACE SCHOOL FOR GIRLS

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