Laura Creek
Ellerbe,NC
Summary
Detail-oriented team player with experience in financial management, project management and process improvement. Adept at analyzing data and managing multiple projects simultaneously with a high degree of accuracy. Ability to adapt to new and challenging situations to meet and exceed organizational goals.
Overview
21
21
years of professional experience
Work History
SERVICES PROJECT COORDINATOR
Lowe's Home Improvement
04.2024 - Current
- Manage approximately 40 incoming calls per day from customers, service providers and stores to provide installation project support.
- Conduct initial contact with customers and service providers to provide centralized contact information and project expectations to verify project scope and ensure alignment.
- Manage and resolve Work Order issues including assessment of related costs and the potential of service provider and/or vendor charge backs.
- Practice active listening skills with customers, service providers, stores, and vendors to deliver an excellent customer experience and promote team collaboration.
- Deliver consistent service by referring to and executing defined processes and providing feedback that will enhance current processes.
LICENSED INSURANCE AGENT
TTEC
08.2023 - 11.2023
- Managed approximately 20 incoming calls per day from customers.
- Built relationships with customers using active listening and issue resolution to provide excellent customer service.
- Calculated and issued policies based on customer's needs.
- Upsold products and services to existing customers when applicable.
FACILITIES SOLUTIONS MANAGER
City Wide Facility Solutions
04.2022 - 02.2023
- Performed schedule-based inspections on all accounts to ensure work performed satisfied company and client quality standards.
- Managed, expanded, and diversified client relationships with an eye toward potential add-on sales opportunities.
- Implemented company policies and procedures associated with client service levels.
- Quoted several types of add-on services, invoiced clients, and managed independent contractors throughout projects. Sold approximately $40,000 per month in add-on services.
DISPATCH MANAGER
Flexroute LLC
10.2020 - 12.2021
- Collaborated with Owner and Operations Manager to oversee daily operations with respect to employees and fleet vehicles.
- Responsible for human resource management to include recruiting, hiring, onboarding, and processing employee benefits and workers' compensation claims.
- Tracked and forecasted equipment and supply inventories for 30 fleet vehicles and 25 delivery drivers on a daily basis.
- Coordinated with maintenance teams to establish preventive maintenance schedules for fleet vehicles.
- Communicated with warehouse management regarding operational issues, customer feedback and suggestions for improvement as needed.
OFFICE MANAGER / WELDER
Black Dog Maintenance
04.2015 - 10.2020
- Oversaw administrative and accounting functions to include invoicing, costing, payment and payroll processing, labor analysis, record retention and tax preparation.
- Assisted with carpentry and welding repairs as needed.
- Salvaged and rebuilt parts to achieve cost savings and reduce waste.
- Maintained positive relationships with internal and external customers.
DIRECTOR OF FINANCE
Riverplace Hotel
01.2014 - 02.2015
- Oversaw all accounting operations and internal control functions for property and supervised staff.
- Provided support, financial acumen, and expertise as a key business manager of the company to assist all levels of management in providing the highest quality of customer service.
- Assisted General Managers in achieving established business goals.
- Calculated, prepared, and presented all budgeting and forecasting for property to senior management.
- Generated and analyzed financial statements against forecasts to prepare high-level variance analysis.
- Prepared monthly reconciliation of bank accounts and took corrective actions on deviations.
- Maintained and secured all legal, treasury, and tax documentation while ensuring all statutory and fiscal reporting requirements were fulfilled.
FOOD AND BEVERAGE CONTROLLER
Shades of Green Resort
08.2012 - 10.2013
- Oversaw warehouse operations and supervised staff.
- Functioned as inventory administrator to ensure property inventories were scheduled, conducted, and posted in an efficient and effective manner.
- Provided advisory services to senior management for food and beverage activities, budgetary preparations, work processes, internal controls, and monthly financial statement analysis to identify key performance indicators affecting overall business success.
- Mitigated risk by implementing internal controls and safeguards for revenues and expenditures.
- Increased profitability through diligent cost control measures, including monitoring daily expenses and adjusting as needed to improve customer satisfaction.
ASSISTANT BUSINESS MANAGER
Shades of Green Resort
06.2008 - 08.2012
- Managed and analyzed results of customer survey program to include monthly report generation and recommendations for improved customer satisfaction to senior management.
- Performed needs assessment of lost revenue due to unanswered guest calls: coordinated efforts to capture and improve lost calls ratio resulting in 93% capture rate.
- Conducted insightful market research to identify trends, opportunities, and potential risks relevant to the company's objectives.
- Prepared statements of work and other necessary documentation to include program procedures and training requirement to support acquisition of program solutions.
ACCOUNTING TECHNICIAN
Shades of Green Resort
02.2004 - 06.2008
- Maintained resort's $6M post-construction property books, which included monthly depreciation, data input, disposals, and reconciliations.
- Cross-trained in accounts payable, accounts receivable, payroll, night audit and cash handling.
- Managed annual budgetary preparations to include report generation and analysis to forecast future needs accurately.
- Organized and created monthly and quarterly account status results for senior management.
- Assisted in successful external audit process, preparing necessary documents and facilitating auditor inquiries.
Education
MBA - Business Administration
Kaplan University
Davenport, IA04.2012
Bachelor of Science - Business Management
Kaplan University
Davenport, IA05.2007
Associate of Science - Accounting
Florida Metropolitan University
Orlando, FL05.2005
Skills
- Budgeting and forecasting
- Client relationship management
- Cost management
- Critical thinking
- Detail-oriented
- Financial reporting and analysis
- Flexible and adaptable
- Operations management
Timeline
SERVICES PROJECT COORDINATOR
Lowe's Home Improvement
04.2024 - Current
LICENSED INSURANCE AGENT
TTEC
08.2023 - 11.2023
FACILITIES SOLUTIONS MANAGER
City Wide Facility Solutions
04.2022 - 02.2023
DISPATCH MANAGER
Flexroute LLC
10.2020 - 12.2021
OFFICE MANAGER / WELDER
Black Dog Maintenance
04.2015 - 10.2020
DIRECTOR OF FINANCE
Riverplace Hotel
01.2014 - 02.2015
FOOD AND BEVERAGE CONTROLLER
Shades of Green Resort
08.2012 - 10.2013
ASSISTANT BUSINESS MANAGER
Shades of Green Resort
06.2008 - 08.2012
ACCOUNTING TECHNICIAN
Shades of Green Resort
02.2004 - 06.2008
MBA - Business Administration
Kaplan University
Bachelor of Science - Business Management
Kaplan University
Associate of Science - Accounting
Florida Metropolitan University
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