MICOLE ELLIS
Cypress,Texas
Summary
Dynamic Account Support Specialist at Denali Water Solutions with a proven track record in enhancing customer satisfaction and driving revenue growth through effective upselling strategies. Skilled in CRM software and cross-functional teamwork, I excel in problem-solving and maintaining meticulous attention to detail, ensuring optimal account performance and client retention.
Overview
9
9
years of professional experience
Work History
Account Support Specialist
Denali Water Solutions
06.2019 - Current
- Worked closely with other departments to resolve any account-related issues quickly and efficiently, minimizing the impact on clients.
- Conducted regular account reviews, identifying areas for improvement and implementing necessary changes to optimize performance.
- Increased revenue by identifying opportunities for upselling and cross-selling products to existing clients.
- Tracked essential metrics related to account health and performance, using data to make informed decisions for improvements.
- Assimilate and reconcile third party vendor and emergency response invoices, and enter invoices into
the system - Reconcile processed work by verifying entries and comparing system reports to balances
- Charge expenses to appropriate internal accounts and cost centers by analyzing invoice/expense
reports and recording entries - Comprehensive verification of underlying invoice charges and preparation of payments after any
discrepancies have been resolved - Verify vendor accounts by reconciling monthly statements; enter new or updated vendor names and
data - Maintain AP Log and Emergency Response Tracking
- Provide accurate and effective document preparation and records management in accordance with
records retention policies and procedures
Customer Service Representative
Denali Water Solutions
06.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of
the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution - Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and
analyzing customer needs - Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
ACCOUNTING CLERK/ INVOICING SPECIALIST
Edward Don and Company
01.2018 - 01.2019
- Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
- Maintained accounting records utilizing in-house and client systems.
- Input high volume of monthly invoices with consistent accuracy.
- Facilitated timely month-end closing activities by completing accurate journal entries and account adjustments.
- Managed accounts payable and receivables and payroll.
- Enhanced financial reporting accuracy by conducting thorough account reconciliations and resolving discrepancies promptly.
- Identified and resolved internal accounting variances, promoting data accuracy.
- Assisted in annual budget preparation, ensuring accurate data entry and analysis for informed decisionmaking.
Accounting Clerk
RJW Transport
03.2016 - 01.2018
- Assisted in payroll processing tasks such as timesheet validation, overtime calculation, benefits administration, and tax deductions.
- Provided exceptional customer service when addressing client inquiries related to invoices, payments, or account balances.
- Collaborated with other accounting clerks to maintain a cohesive and supportive work environment, fostering knowledge sharing and continuous improvement efforts.
- Supported audit preparations through meticulous documentation review and prompt response to auditor inquiries.
- Understand goals and objectives of the company as it relates to Accounting and Administration
- Assist in billing for Wal-Mart program
- Work with warehousing forms and paperwork, retrieving billing information
- Supporting documents are scanning and indexing using EBE
- Bill procedures are handled individually, receives carrier invoices, once all paperwork is in system,
checks are issued to customer for the invoices amount - Printing and issuing checks using Microsoft Dynamics GP
Education
High School Diploma -
Joliet Central High School
Joliet Skills
- Customer satisfaction
- Email etiquette
- Sales support
- Cross-functional teamwork
- Customer retention strategies
- Escalation management
- CRM software
- Salesforce experience
- Account onboarding
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
- Computer skills
- Adaptability and flexibility
Timeline
Account Support Specialist
Denali Water Solutions
06.2019 - Current
Customer Service Representative
Denali Water Solutions
06.2019 - Current
ACCOUNTING CLERK/ INVOICING SPECIALIST
Edward Don and Company
01.2018 - 01.2019
Accounting Clerk
RJW Transport
03.2016 - 01.2018
High School Diploma -
Joliet Central High School
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