Liana Hines
West Palm Beach,USA
Summary
Experienced with managing administrative functions and leading teams to ensure smooth operations. Utilizes strategic planning and project management to drive efficiency and support organizational goals. Track record of applying organizational and problem-solving skills to enhance office productivity and create collaborative work environments.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Administration Manager
Shoppers Drapes & Blinds
07.2023 - Current
- Over saw 9 people on the team
- Accounting
- Daily bank deposits
- Order, process and tracked all orders
- Using Microsoft Systems, Centah, and Solatech operating systems
- Process payments, gathering and attaching documents for Costco members to ensure prompt payment
- Complete accounts payable bi-weekly upon delivery of goods
- Complete accounts receivable when applicable
- Gather detailed property information to assist in sales consultations
- Make weekly work schedules for sales team
- Generate Leads through local roadshow events
- Assist customers in person, via email, text or phone
Billing Administrator
Vortex 1 Security
03.2022 - 06.2023
- Using Cornerstone software, I create/update new and existing accounts, Create and distribute installation and reoccurring invoices
- Pull financial reports daily including past due reports from newly failed payments, accounts 30 days past due and 90 days past due, and service and equipment charges that are outstanding debt
- Attempt to contact customers using various means via phone, email, and USPS
- In attempts to resolve payment due
- Work with customers regarding any billing issues
- Refund accounts when needed
- Enthusiastically try to recover accounts past 30 days, Lock service at 60 days past due and terminate & gather information for Collections if, the customer is still in contract and has a past due balance
- Track and file all contracts for the new accounts, properly filing when completed
- Schedule and confirm service calls for a technicians assistance, for both the Tampa and local office
- Using the following software
- Windows, Alarm.com, C.O.P.S Monitoring, Cornerstone, Excel, Outlook, Chrome, Firefox, Target bill, and Alarmpayents.com daily to assist customers with any issues
Collections Specialist
Wellness Research Inc
01.2019 - 06.2021
- Recover lost revenue in a very busy office handling upwards of 100 failed orders per day
- Zen Desk for communications electronically with customers and other sister centers
- 100 to 150 communications done daily
- Using Authorize and Square to update and process payments
- Collect on NSF checks bring accounts current
- Promoted from Customer Service Agent
Retention Manager
Teleperformance USA
01.2017 - 12.2018
- Led a team of up to 17 agents conducting daily manager meetings, daily attendance reports, and disciplinary reports
- Assisted agents to help achieve goals including time management, quality surveys, retaining accounts which preventing cancelation, and assisted in step by step de-escalation to prevent call takeover
- Took over escalated calls, and assisted agents in submitting escalations to fix customers' accounts
- Completed escalations and submitted escalations to upper management when they required more attention from corporate office
- Monitored recorded and live calls on a daily basis, checking for coaching points to better assist agents
- Helped customers receive better service and retained customers in process of canceling service
- Found areas each individual agent could improve to increase customers experience
Customer Service Associate
Royal Seas Cruise Line
01.2016 - 12.2017
- Received inbound calls providing attentive listening skills to determine the nature of call and address customer inquiries in a professional manner
- Instrumental in training, motivating, and leading a team of 7-15 Sales Associates daily
- Educated customers on product and service information
- Tasked with completing call logs and reports, to better assist in fraud prevention
- Properly directed inbound calls to improve call flow, and increase productivity
- Achieved and maintained customer satisfaction of 95%, and exceeded weekly sales quotas within three months of hire date
Personal Assistant
Dawn Linaue Home Health
01.2010 - 12.2016
- Effectively communicated using positive, customer friendly language to explain patient bills, payment issues and handled billing disputes
- Assisted patrons in food selection, inquiries, and order customization requests for diet specific needs
- Typed documents, updated websites, and compiled information for meetings
- Handled incoming and outgoing correspondence, including mail, email, and faxes
- Managed bank accounts, payroll, and maintained the office budget
Customer Service Representative
New Life Fitness
01.2005 - 12.2010
- Maintained healthy, cooperative, productive relationships with colleagues and guests creating a harmonious, and inviting environment
- Monitored facility by frequently walking through and resolving issues, notifying Supervisors when necessary
- Provided secondary supervision of the facility, and independently managed the establishment when manager was absent
- Sold nutritional supplements via educated personal advice targeted towards the client
- Promoted new classes and additional services offered by the business to clients
Customer Service Representative
MCI WorldCom
01.1999 - 12.2005
- Quickly and effectively solved customer challenges including follow up to ensure remediation
- Managed quality communication, sales customer support, as well as marketing and management teams daily
- Worked closely with account executives and solutions analysis to gain clear understanding of expectation of High Revenue Accounts
- Received numerous customer service awards for 'critical to quality' accuracy and increased product sales throughout employment
- Cross-trained over 150 new hires during tenure
Education
High school diploma - Accounting and Legal Assistant
Kirkwood Community College
Cedar Rapids, IASkills
- Customer Service
- Data Entry
- RECEPTIONIST
- RETAIL SALES
- Training
- Zendesk
- Troubleshooting
- Employee Orientation
- Help Desk
- Account Management
- Technical Support
- Accounts Receivable
- Personal Assistant Experience
- Active Directory
- Retail management
- Windows
- Time management
- Logistics
- Supervising experience
- Management
- Filing
- Schedule management
- Order fulfillment
- Google Docs
- Clerical experience
- Employee evaluation
- Microsoft Excel
- Microsoft Publisher
- Microsoft Word
- Microsoft Powerpoint
- Computer literacy
- Typing
- Phone etiquette
- Bookkeeping
- Analysis skills
- QuickBooks
- Accounts payable
- Microsoft Outlook
- ICD-10
- Account reconciliation
- Sales
Certification
Driver's License
Assessments
- Verbal communication, Proficient, 10/01/21
- Attention to detail, Proficient, 05/01/23
- Customer service, Proficient, 08/01/20
- Office manager, Proficient, 08/01/20
- Spreadsheets with Microsoft Excel, Proficient, 06/01/23
- Work style: Reliability, Proficient, 08/01/21
- Administrative assistant/receptionist, Proficient, 10/01/21
- Work motivation, Proficient, 06/01/23
- Management & leadership skills: Impact & influence, Proficient, 08/01/21
- Customer service, Proficient, 03/01/22
- Call center customer service, Proficient, 06/01/21
- Customer Service Skills, Proficient, 01/01/19
- Customer service fit, Proficient, 09/01/21
- Customer focus & orientation, Proficient, 06/01/21
- Sales skills, Proficient, 08/01/20
- Supervisory skills: Motivating & assessing employees, Proficient, 08/01/21
- Sales skills, Proficient, 06/01/21
- Inside sales, Proficient, 08/01/20
- Customer service, Proficient, 10/01/22
Additionalinformation - Corecompetencies
- Customer Service Focused
- Organizational Leadership
- Data Entry
- Detail Oriented
- Retention Specialist
- Employee Training
- Maintain Data
- Quality Control
- Resolved Customer Complaints
- Communication Skills
- Microsoft Word, Office, Excel
Personal Information
Willing To Relocate: Anywhere
Volunteer Work
I volunteer at several rescue organizations. Our main goal is to find every homeless animal a forever home. But sometimes we just have to give a quick check up we call TNVR (trap, neuter, vaccinate and release). Unfortunately, not everyone can became socialized and domesticated for adoption. Many become farm cats, or kept in colony's we have someone care for on a daily basis.
Timeline
Administration Manager
Shoppers Drapes & Blinds
07.2023 - Current
Billing Administrator
Vortex 1 Security
03.2022 - 06.2023
Collections Specialist
Wellness Research Inc
01.2019 - 06.2021
Retention Manager
Teleperformance USA
01.2017 - 12.2018
Customer Service Associate
Royal Seas Cruise Line
01.2016 - 12.2017
Personal Assistant
Dawn Linaue Home Health
01.2010 - 12.2016
Customer Service Representative
New Life Fitness
01.2005 - 12.2010
Customer Service Representative
MCI WorldCom
01.1999 - 12.2005
High school diploma - Accounting and Legal Assistant
Kirkwood Community College
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