Melinda Phelps
Centralia,IL
Summary
Detail-oriented Financial Professional experienced in managing personal and business tax preparation using advanced software tools. Delivered exceptional customer service across various channels, including inbound and outbound sales, while demonstrating strong problem-solving and technology adaptation skills. Focused on leveraging extensive experience in QuickBooks and payroll management to enhance operational efficiency and client satisfaction.
Overview
6
6
years of post-secondary education
23
23
years of professional experience
Work History
Internet Sales Manager
Monken Nissan
Centralia, IL
01.2024 - Current
- Managed internet leads for Monken Nissan shoppers across email, chat, and phone channels.
- Responded to internet leads, scheduling appointments to facilitate vehicle purchases and drive showroom traffic.
- Coordinated appointments for showroom visits, test drives, and delivery to enhance customer experience.
- Utilized CRM and dealership communication systems to address customer inquiries promptly.
Bartender
Castle Ridge
Centralia, IL
10.2023 - Current
- Bartended special events, providing exceptional service to guests. Focused on creating memorable experiences for guests during events. Managed cash drawer with accuracy and accountability.
- Crafted cocktails, beer, and wine according to Castle Ridge bar recipes.
- Interacted with guests to ensure a friendly experience at Castle Ridge lounge.
- Managed cash drawer and processed payments through POS system.
Tax Preparer
Bills Tax Service
Centralia, IL
01.2022 - 04.2024
- Prepared individual, business, and farm income tax returns. Processed over 600 tax returns, ensuring accuracy and compliance. Bookkeeping with QuickBooks, answering phones, scheduling appointments were also job duties performed.
- Prepared individual and business tax returns at Bills Tax Service.
- Interviewed clients to gather income, deductions, and filing details.
- Reviewed tax documents for accuracy and missing information.
Payroll Amendments
Jesseecure/Zenefits
Centralia, IL
10.2021 - 01.2022
- Processed payroll amendments for Zenefits across all 50 states using Excel, Console, G Suites, and Salesforce.
- Executed daily operational tasks efficiently in a fast-paced work environment. with precision in a fast-paced environment.
- Proposed creative strategies aimed at improving team workflows and achieving project goals. to improve team workflows during project meetings.
- Collaborated with a diverse team to tackle challenges and achieve project objectives.
OB Contact Tracer
Guidant Global
10.2020 - 12.2020
- Educated individuals on quarantine, isolation, testing procedures, and available resources.
- Worked remotely to facilitate communication and support.
- Notified contacts about quarantine guidance, testing steps, and isolation instructions.
- Documented exposure details in case management systems and secure client records.
- Remote
Bookkeeper/Payroll
Downtown Lounge
Centralia, IL
01.2004 - 10.2020
- Supervised bartenders and waitresses while managing office tasks.
- Managed payroll records for lounge staff to ensure accurate compensation.
- Reviewed and reconciled cash receipts and bank statements for Downtown Lounge to ensure financial accuracy.
- Entered and tracked invoices and vendor payments for Downtown Lounge to maintain organized financial records.
Release Specialist
TouchPoint Contact Centers
Centralia, IL
09.2019 - 05.2020
- Ensured accurate information for towers to facilitate timely vehicle pickups during inbound and outbound communication.
- Tracked release tickets through approval and deployment workflows.
- Reviewed change requests for contact center application updates.
- Managed communication through inbound and outbound calls for service. Verified information for towers to ensure timely vehicle pickup. It really needs attention to detail or it results in what we call a dry run. This causes our company money. Utilized multi-tasking and note-taking skills to maintain accuracy.
CSR - Customer Service Representative
Teletech- Work
Centralia, IL
06.2018 - 11.2019
- Managed order placements and processed refunds, de-escalating misunderstandings while maintaining a positive and energetic tone.
- Assisted customers with inquiries and provided relevant information. by addressing their needs with a friendly and professional approach
- Completed customer orders efficiently and accurately., refunds, and customer transactions
- Responded to customer emails promptly, addressing inquiries and providing information., inbound calls, and outbound calls
- Documented customer complaints to ensure accurate record-keeping and follow-up.
- Handled customer inquiries through emails and both inbound and outbound calls, providing timely assistance.
- Maintained customer accounts to facilitate smooth transactions and communications.
- Kept detailed and organized records of customer complaints for future reference. of customer complaints for follow-up
- Resolved technical issues for customers through effective troubleshooting assistance.
Customer Service Representative
Toys R Us
11.2017 - 03.2018
- Initiated campaign in Nov 2017, learned system in 3 months, and handled supervisor calls within 2.5 months before transition to new campaign due to business closure.
- Assisted guests with toy product questions, store policies, and service needs
- Guided guests on toy product inquiries, store policies, and service requirements to ensure satisfaction.
- Processed purchases, returns, and exchanges using point-of-sale system
- Addressed customer complaints with calm, friendly communication to maintain positive relationships.
Customer Service Representative
Sitel
09.2015 - 05.2017
- Managed customer service tasks, ensuring satisfaction through effective communication via inbound phone calls, problem solving, and addressing customer questions and concerns using Salesforce.
- Guided customers with product inquiries, returns, and store policies at Toys R Us, enhancing their shopping experience.
- Provided solutions to customer complaints, fostering a positive shopping environment. with friendly service in busy retail toy department.
- Executed sales transactions and accurately handled cash register operations, contributing to efficient store operations.
Education
Bachelor of Science -
Indiana Wesleyan University
Marion, IN 08.2018 - 06.2022
General Studies (High school or equivalent) -
Kaskaskia College
Centralia, IL 08.1996 - 12.1998
Skills
- Sales Strategy
- E-commerce Sales
- Digital Marketing
- Sales Experience
- Lead Management
- Customer Retention
- Sales Reporting
- Sales Analytics
- Sales Forecasting
- Customer Service
- Customer Engagement
- Customer Support
- Call Center
- Negotiation
- Lead Nurturing
- Wage calculation
- Microsoft Excel
- QuickBooks
- Payroll administration
- Payroll compliance
- Payroll amendments
- Payroll auditing
- Payroll software proficiency
- Financial concepts
- Accounts receivable
- Accounts payable
- Bank reconciliation
- General ledger
- General ledger posting
- Journal entry preparation
- Record keeping
- Data Collection
- Data auditing
- Data reconciliation
- Data imports
- Report preparation
- Transaction review
- Office administration
- Office systems management
- Office systems development
- Microsoft Word
- Microsoft Office
- Microsoft applications
- Ten-key operator
- Check writing
- Billing
- Payroll policies and procedures
- PTO accrual
- Wage calculation
- Wage garnishments
- Garnishment processing
- Deductions documentation
- Processing garnishments
- Audit support
- Attention to detail
- Problem solving
- Analytical skills
- Clear communication
- Excellent writing skills
- Persuasive communicator
- Interpersonal communication
- Telephone etiquette
- Team collaboration
- Time management
- Deadline management
- Quick learner, hardworking
- Research assistance
- Employee file management
- Performance Tracking
- Employee file management
- New hire processing
- I-9 documentation
- Daily payroll activities
- Lead Management administration experience
- Forecasting
- Market Research
- Data Collection
- Project management
- SKILLS
- CSR
- Multi-state payroll
- Integrated accounting systems
- Payroll reviews
- Sales Reporting
- Review timesheets
- Sales Experience
- Telephone etiquette
- Customer Relationship
- Customer Support
- Customer Engagement
- Wage calculation
- Performance Tracking
- Sales Experience
- Telephone etiquette
- Customer Relationship
- Client Acquisition
- Review timesheets
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Internet Sales Manager
Monken Nissan
01.2024 - Current
Bartender
Castle Ridge
10.2023 - Current
Tax Preparer
Bills Tax Service
01.2022 - 04.2024
Payroll Amendments
Jesseecure/Zenefits
10.2021 - 01.2022
OB Contact Tracer
Guidant Global
10.2020 - 12.2020
Release Specialist
TouchPoint Contact Centers
09.2019 - 05.2020
Bachelor of Science -
Indiana Wesleyan University
08.2018 - 06.2022
CSR - Customer Service Representative
Teletech- Work
06.2018 - 11.2019
Customer Service Representative
Toys R Us
11.2017 - 03.2018
Customer Service Representative
Sitel
09.2015 - 05.2017
Bookkeeper/Payroll
Downtown Lounge
01.2004 - 10.2020
General Studies (High school or equivalent) -
Kaskaskia College
08.1996 - 12.1998