Michelle Stallings-Neal
Cullman,AL
Summary
Results-driven leader in team building and customer service, enhancing operational efficiency through effective problem-solving. Experienced Director skilled in planning and coordinating productions, including script selection and writing coordination, while implementing training and engagement strategies to boost employee performance.
Overview
19
19
years of professional experience
Work History
Director of Warranties, Returns & Freight Claims
Active Radiator Heating & Cooling
Philadelphia, PA
05.2021 - Current
- Managed returned goods authorizations and issued customer credits to enhance customer satisfaction. Facilitated returns pick-up and organized efficient replacements for customers return-to-sale ratios through strategic inventory management practices. Assessed warranty labor claims and identified manufacturing defects. Processed credit check requests with precision to enhance service quality. Implemented company-wide credit card refund processes, increasing operational efficiency. Led credit card platform management, improving transaction handling effectiveness. Designed training programs for CSR staff on warranty returns and claims procedures. Created training programs for CSR staff on warranty returns and claims procedures to improve service quality.
- Managed cross-functional teams to improve operational efficiency and customer satisfaction.
- Led strategic initiatives to enhance service delivery in heating and cooling sectors.
- Developed training programs for staff to foster professional growth and expertise.
Customer Service Lead
Active Radiator LLC
Eva, AL
05.2021 - Current
- Processed over 100 calls per day in a busy call center setting.
Established new customer relationships throughout order fulfillment operations.
Streamlined logistics for nationwide shipping and receiving of parts, enhancing service delivery speed and reliability.
Monitored inventory levels to maintain optimal stock availability for customer orders. to ensure efficient stock distribution near client locations.
Supervised four full-time staff members and mentored customer service representatives.Initiated service improvement program, resulting in 215% growth in national accounts national accounts.
Administered credit card mobile deposits and ACH payment processing for Negotiated enhanced carrier rates and managed freight claims, reducing operational costs operational costs. - Trained new staff on customer interaction protocols and service techniques.
- Resolved customer inquiries and complaints using effective communication methods.
- Processed over 100 calls per day in a busy call center setting.Established new customer relationships throughout order fulfillment operations.Streamlined logistics for nationwide shipping and receiving of parts, enhancing service delivery speed and reliability.Monitored inventory levels to maintain optimal stock availability for customer orders. to ensure efficient stock distribution near client locations.Supervised four full-time staff members and mentored customer service representatives.Initiated service improvement program, resulting in 215% growth in national accounts national accounts.Administered credit card mobile deposits and ACH payment processing for Negotiated enhanced carrier rates and managed freight claims, reducing operational costs operational costs.
Accounts Receivable Manager
Active Radiator LLC
Eva, AL
05.2021 - Current
- Supervised payment processing across 16 locations, enhancing operational efficiency and accuracy. Led a team of 5 in managing national accounts effectively. Trained new employees through extensive travel without disrupting daily operations. Developed processes to facilitate transition from warranty director to AR manager. Managed adjustments and reconciled customer payment balances with precision. Handled reconciliation of credit card, ACH, and wire transfers from previous day. Oversaw compliance project for establishing resale certificates in 44 states. Negotiated past due payments with third-party partners while supervising agreements.
- Oversaw monthly reconciliation of accounts, ensuring accuracy in financial records and compliance with accounting standards.
- Developed and implemented policies for credit management and risk assessment.
- Supervised payment processing across 16 locations, enhancing operational efficiency and accuracy.Led a team of 5 in managing national accounts effectively.Trained new employees through extensive travel without disrupting daily operations.Developed processes to facilitate transition from warranty director to AR manager.Managed adjustments and reconciled customer payment balances with precision.Handled reconciliation of credit card, ACH, and wire transfers from previous day.Oversaw compliance project for establishing resale certificates in 44 states.Negotiated past due payments with third-party partners while supervising agreements.
Optician/Receptionist/Billing
Boozer Eyecare
Cullman, AL
01.2019 - 01.2021
- Checked in patients, collected personal information and medical histories accurately under HIPAA compliance to support quality care. Assessed insurance eligibility and triaged urgent cases appropriately. Oversaw appointment scheduling for four physicians, confirming all bookings promptly. Secured medical records through scanning and organized filing systems. Resolved issues raised by dissatisfied patients to improve service quality. Provided support in selecting eyewear options while processing insurance claims and payments. Managed inventory checks and directed calls to relevant departments efficiently. Trained new staff through comprehensive 'how-to' program to maintain workflow.
- Fitted eyewear for patients to ensure proper fit and comfort.
- Managed inventory of eyewear frames and lenses to maintain adequate stock levels.
- Checked in patients, ensuring accurate collection of personal information and medical histories under HIPAA compliance.Assessed insurance eligibility and triaged urgent cases appropriately.Oversaw appointment scheduling for four physicians, confirming all bookings promptly.Secured medical records through scanning and organized filing systems.Resolved issues raised by dissatisfied patients to improve service quality.Provided support in selecting eyewear options while processing insurance claims and payments.Managed inventory checks and directed calls to relevant departments efficiently.Trained new staff through comprehensive 'how-to' program to maintain workflow.
Optician Technician
Marx Optical
Cullman, AL
01.2017 - 01.2019
- Ran the front counter and dispensary. I make appointments, answer multiple phone lines, greet patients, take co-payments, balance and batching at the end of the day, solve issues patients may have while offering an upbeat, positive level of customer service. Oversaw fitting of patient glasses, adjusting and repairing them to ensure optimal quality of corrective vision. I also file for insurance claims and handle processing processing of insurance claims and ordered state insurance-covered glasses, demonstrating knowledge of HIPAA guidelines and medical administrative practices.
- Assisted customers in selecting appropriate eyewear styles and lenses.
- Performed adjustments and fittings for glasses to ensure comfort.
- Operated optical equipment for lens fabrication and repairs.
Regional Vice President of Sales
Access America Transport
Birmingham, Alabama
01.2013 - 01.2017
- Achieved substantial profitability through management of existing accounts and acquisition of largest new national account.
Elevated to regional vice president, supervising 17 teams across multiple locations.
Instituted 'pod' team management strategy for improved performance on national accounts.
Worked closely with branch managers to define KPIs and enhance employee outcomes.
Launched lead generation program that resulted in significant profit increases.
Advanced to regional sales director/branch manager, directing branch operations as an independent entity.
Established sales goals while guiding staff towards personal and collective targets.
Directed HR activities including recruitment, training, and compliance monitoring. - Developed strategic sales plans to align with corporate goals and market trends.
- Led regional sales teams to drive customer engagement and satisfaction through tailored initiatives.
- Coordinated training programs to elevate team performance and deepen product knowledge.
Office and Customer Service Manager
PC Rescue
01.2011 - 01.2012
- Oversaw all accounts payable and receivable through QuickBooks.
Performed daily ledger reconciliation and prepared monthly financial reports.
Managed payroll operations for contract employees and structured bonuses.
Conducted recruitment, hiring, and scheduling of technicians in human resources role.
Supervised service calls while fostering strong customer relationships.
Coordinated purchasing for necessary parts and office supplies.
Supported president and vice president with administrative tasks. - Resolved customer inquiries and service issues promptly, enhancing customer satisfaction and loyalty.
- Trained and mentored staff on customer service best practices, fostering a culture of excellence in service delivery.
- Developed and implemented customer feedback programs for service improvement.
Director of Business Development
Risinger Transportation
01.2009 - 01.2011
- Created and directed sales team to generate leads and secure contracts, driving revenue growth.
- Managed entire sales cycle, including prospecting, lead generation, and closing deals.
- Traveled extensively for sales calls to grow existing accounts and acquire new clients, strengthening market presence.
- Developed strategic partnerships, expanding service offerings and market reach.
- Led cross-functional teams to execute business development initiatives successfully.
- Analyzed market trends, identifying growth opportunities and competitive advantages.
- Established and implemented backhaul and customer service procedures to enhance efficiency.
- Increased business by managing customer service operations to enhance client satisfaction and retention.
National Accounts and Customer Service
Teton Transportation
01.2008 - 01.2009
- Achieved 300% increase in account revenue within five months through effective logistical planning.
- Coordinated logistics for timely delivery of goods across multiple locations.
- Managed daily transport schedules to enhance route efficiency and execution.
- Oversaw vehicle maintenance to uphold safety and compliance standards.
- Collaborated with diverse teams to resolve product and service-related issues.
- Performed day-to-day duties accurately and efficiently without delays.
Education
Bachelor of Science - Logistics
University of Tennessee
Knoxville, TNSkills
- Claims management
- Customer support
- B2B sales
- Budget management
- Billing management
- Accounting expertise
- Profit and loss analysis
- Accounting systems knowledge
- QuickBooks software
- Microsoft Excel proficiency
- Organizational expertise
- Operational management techniques
- Process improvement
- Supply chain management
- Operational change initiatives
- Team management skills
- Leadership abilities
- Hiring strategies
- Training programs
- Team training
- Program development
- Communication skills
- Analytical skills
- Customer resolution
- Retention strategies
- Administrative experience
- Front desk operations
- Call center
- Receptionist duties
- Office applications
- Scheduling efficiency
- Team management skills
- Business development strategies
- Claims management
Timeline
Director of Warranties, Returns & Freight Claims
Active Radiator Heating & Cooling
05.2021 - Current
Customer Service Lead
Active Radiator LLC
05.2021 - Current
Accounts Receivable Manager
Active Radiator LLC
05.2021 - Current
Optician/Receptionist/Billing
Boozer Eyecare
01.2019 - 01.2021
Optician Technician
Marx Optical
01.2017 - 01.2019
Regional Vice President of Sales
Access America Transport
01.2013 - 01.2017
Office and Customer Service Manager
PC Rescue
01.2011 - 01.2012
Director of Business Development
Risinger Transportation
01.2009 - 01.2011
National Accounts and Customer Service
Teton Transportation
01.2008 - 01.2009
Bachelor of Science - Logistics
University of Tennessee