MICHELE Wilson
Accounting Assistant
Raleigh
Summary
- Accomplished HR professional with experience in high volume recruiting, customer service, and organizational development. Committed to driving organizational success through innovative HR practices and a deep understanding of industry trends.
- Proven track record in managing full cycle recruiting, implementing diversity and inclusion initiatives, and excelling in fast paced environments.
- Skilled in leveraging HR technologies and systems to streamline processes and effectively source candidates, ensuring successful talent acquisition and high levels of satisfaction.
- Demonstrated ability in strategic workforce planning, conflict resolution, and process improvement, with a strong focus on cultivating a positive and productive workplace culture.
Overview
32
32
years of professional experience
Work History
Customer Engagement Representative
First Citizens Bank
02.2026 - Current
- Managed customer inquiries, providing timely and accurate information to enhance satisfaction.
- Developed and implemented strategies to improve customer engagement and retention rates.
- Collaborated with cross-functional teams to streamline communication processes and enhance service delivery.
- Trained new employees on customer service protocols and best practices for optimal performance.
- Analyzed feedback data to identify trends and recommend actionable improvements to services offered.
- Oversaw resolution of complex customer issues, ensuring swift and effective solutions were provided.
- Balanced multiple priorities seamlessly while maintaining a strong focus on delivering outstanding results within tight deadlines.
- Developed rapport with customers, leading to personalized experiences and improved satisfaction.
- Participated in staff meetings for continuous improvement in customer engagement strategies and techniques.
- Utilized CRM software effectively for tracking interactions, ensuring seamless communication throughout the organization regarding customer needs and concerns.
- Skillfully navigated difficult conversations with professionalism, managing conflicts constructively to preserve brand reputation and maintain positive relationships with clients.
Accounting Assistant
Tower Heating & Air
03.2025 - 11.2025
- Maintained detailed records of vendor invoices and payments, improving reconciliation accuracy.
- Assisted in payroll processing, verifying employee hours and deductions to ensure compliance.
- Collaborated with team members to streamline financial processes, boosting overall efficiency.
- Prepared monthly financial statements, supporting management in strategic decision-making initiatives.
- Analyzed financial discrepancies, providing actionable insights to resolve issues promptly.
- Processed payments and documents including invoices, journal vouchers, employee reimbursements, and statements.
- Maintained strict confidentiality of sensitive financial data, safeguarding company integrity and individual privacy rights.
- Processed accounts payable and receivable transactions, ensuring timely and accurate financial reporting.
NATIONAL RECRUITER
Community Options, Inc.
04.2022 - 07.2024
- Spearheaded diversity recruiting initiatives, increasing the percentage of hires from diverse backgrounds and fostering an inclusive workplace culture.
- Provided timely feedback to candidates throughout the interview process, maintaining a positive candidate experience.
- Negotiated competitive salaries and benefits packages within budgetary constraints, resulting in a reduction in salary offer rejections and enhanced client satisfaction.
- Assisted internal teams with workforce planning by anticipating future hiring needs based on industry trends and organizational growth projections, leading to an improvement in proactive staffing.
- Coordinated schedules to arrange management interviews with applicants, improving scheduling efficiency.
RECRUITER
Family Resource Network
01.2021 - 04.2022
- Managed high-volume requisitions efficiently, meeting client staffing needs and reducing time-to-fill.
- Conducted phone interviews to assess applicants' knowledge, skills, experience, and aptitudes, as well as reference checks, background screenings, and other pre-employment checks.
- Built strong relationships with internal and external candidates, enhancing the hiring experience and achieving an increase in candidate satisfaction scores.
- Created engaging job postings that accurately reflected position requirements and showcased company culture, leading to an increase in applicant engagement.
- Efficiently operated and maintained applicant tracking and candidate management systems, improving application processing speed.
PERSONAL ASSISTANT
Marie Zaunere-Ewing
04.2019 - 03.2022
- Maintained confidentiality and discretion while handling sensitive information, ensuring privacy and protecting company operations.
- Improved time management and organizational efficiency for executive by effectively prioritizing and coordinating tasks, leading to reduction in scheduling conflicts.
- Coordinated appointments and managed complex calendars monthly, streamlining scheduling processes and enhancing executive efficiency.
- Responded to emails and correspondence, facilitating smooth communication and supporting business processes across departments.
- Provided comprehensive administrative support, including managing documentation, scheduling appointments, and arranging transportation, improving overall operational effectiveness.
MEDICAL RECRUITER
Polaris
01.2017 - 02.2020
- Reduced time-to-fill rates by implementing recruitment strategies tailored to specific job requirements.
- Coordinated interview scheduling between candidates and clients, effectively managing a high volume of requisitions and meeting deadlines consistently.
- Developed targeted sourcing strategies by analyzing market data and workforce trends within the healthcare sector, resulting in an increase in successful placements.
- Utilized advanced search techniques on job boards to locate qualified candidates, increasing talent pool and enhancing recruitment effectiveness.
- Assisted in onboarding process for new hires, ensuring a seamless integration and increasing new hire retention rates.
CUSTOMER SERVICE MANAGER | SALES
Silvermark
03.2007 - 12.2015
- Managed a team of customer service representatives, improving team morale and collaboration and increasing overall team performance.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans that to increase individual performance metrics.
- Effectively managed complex customer issues, utilizing multiple internal resources to identify and implement optimal solutions, resulting in a decrease in escalation rates.
- Maintained detailed records of client interactions, enabling quick retrieval of information and achieving faster resolution time for follow-up communications and escalations.
- Facilitated clear communication between departments, ensuring timely resolution of customer concerns.
DENTAL BILLING & CUSTOMER SERVICE TEAM LEAD
Aetna
04.1994 - 03.2007
- Led a high-performing customer service team, consistently surpassing company performance targets.
- Handled escalated customer issues swiftly, resolving cases in a timely manner and maintaining a high customer retention rate.
- Trained new team members on service techniques, improving quality assurance scores within first 3 months.
- Enhanced first call resolution rates through the development of detailed troubleshooting guides for team use.
- Facilitated regular team meetings to analyze performance data, leading to a reduction in average handling time.
Education
Associate of Arts - Business Management
Ocean County College
Toms River, NJSkills
- Full Cycle Sourcing & Recruiting
- Performance Evaluation
- Operational Efficiency
- De-Escalation Techniques
- Customer Relationship Management (CRM)
- Workforce Planning
Timeline
Customer Engagement Representative
First Citizens Bank
02.2026 - Current
Accounting Assistant
Tower Heating & Air
03.2025 - 11.2025
NATIONAL RECRUITER
Community Options, Inc.
04.2022 - 07.2024
RECRUITER
Family Resource Network
01.2021 - 04.2022
PERSONAL ASSISTANT
Marie Zaunere-Ewing
04.2019 - 03.2022
MEDICAL RECRUITER
Polaris
01.2017 - 02.2020
CUSTOMER SERVICE MANAGER | SALES
Silvermark
03.2007 - 12.2015
DENTAL BILLING & CUSTOMER SERVICE TEAM LEAD
Aetna
04.1994 - 03.2007
Associate of Arts - Business Management
Ocean County College