MICOLE DALEY-WALTERS

Home Depot Account (Feb 2022 -present)

Kimberly Clark Account (Nov 2022 to Feb 2023)

• Work interchangeable between Kimberly Clark and Home Depot Account.
• Accept Electronic Data Interchange (EDI) for truckloads using Blue Yonder and Rumba.
• Schedule Intermodal (IML) and Over the Road (OTR) appointments for pickup and delivery via emails, Four Kites or direct calls
• Reschedule missed pickups and missed deliveries.
• Monitor and follow up to ensure loads picked up Ingate on the rail in a timely manner.
• Provide Estimated Time of Arrival (ETA) quickly when requested and advise if there is any change to transit plan.
• Offer alternate transportation as necessary taking into consideration transit time and outside factors such as weather or rail strike.
• Collaborate with account management team and the Dispatch/Driver operations to ensure truckloads are moved in a timely manner and resolve any issues that arise efficiently.
• Track and trace in-transit loads to maintain full visibility and awareness.
• Update customer facility contact and ensure specific requirements are adhere to.
• Research and and process freight accessorial charges.

• Effectively communicate with supervisor, teammates and customers
• Assist customers with bill explanation
• Provide revised bills to capture current credits or charges
• Provide account break downs
• Create monthly, quarterly and semi-annual billing accounts to make payment manageable for customers
• Convert accounts as per customers needs
• Educate customers on digital solutions designed to provide quick service solutions
• Provide customers with solutions to keep accounts active
• Provide customers with account payment history
• Process payments and update accounts
• Monitor and proactively follow up with task to ensure requests are completed on time
• Process email requests and send updates
• Refer customers to internal support teams to ensure issues are resolved
• Process refunds and stop payments
• Send relevant communication to update customers about current changes on billing account
• Alter payment due date to meet customers needs.

• Provided exceptional customer service courteous and efficiently
• Explained new services and products to existing customers
• Analyzed customers' accounts to ensure clients were on the most suitable plan
• Strategically provided appropriate resolutions that were optimal solutions for a valued customer base
• Partnered closely with several internal departments such as billing, under writing and other entities as required
• Successfully handled intricate customer complaints related to their products and services
• Maintained professional integrity and customer focus while meeting and exceeding daily adherence.

• Provided consistent optimal customer experience, primarily handling customers’ transactional need
• Worked to create and establish relationships with customers, remaining well-informed about the customer’s relationship
• Educated customers on emerging technology and digital solutions such as mobile, online, and ATM offerings, all designed to make banking easier
• Supported branch and fellow team members with achieving goals by assisting with basic tasks to aid in customer problem resolution
• Referred customers to an internal team of experts when non-transactional financial needs are recognized
• Ensured safe and sound banking practices, including adherence to all applicable laws and regulations
• Reconciled daily internal accounts for Cash, Incoming & Outgoing shipment and Teller overs/ short
• Prepared monthly reports for Regional Operations Manager
• Mentored and trained New Hires

• Provided exceptional customer service and resolve customer issues
• Supervised all teller related tasks, providing guidance and direction to the teller team to insure strong service and operational performance
• Ensured branch operational and compliance-related tasks are completed
• Served as liaison between branch and Regional Operations Manager
• Disseminated information on procedural and operational changes/updates to branch staff
• Supported sales process through referrals, conducting observations and coaching teller staff
• Worked with corporate support departments to ensure procedural consistency, adherence to internal controls and compliance with regulatory requirements

• Answered phone calls and direct calls to appropriate parties or take messages
• Managed and maintained executives' schedules
• Prepared invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software
• Greeted visitors and determine whether they should be given access to specific individuals
• Performed general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping work
• Opened, sorted, and distributed incoming correspondence, including faxes and email
• Prepared responses to correspondence containing routine inquiries.

• Provided exceptional customer service
• Assisted with queries and questions and ensured customers received accurate information on products and services best suited to their needs
• Cashed checks and distributed money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds
• Entered customers' transactions into computers to record transactions and issue computer-generated receipts
• Balanced currency, coin, and checks in cash drawers at ends of shifts, and calculated daily transactions using computers, calculators, or adding machines
• Explained, promoted, or sold products or services such as travelers' checks, savings bonds, money orders, and cashier's checks, using computerized information about customers to tailor recommendations.