MORGAN SKINNER
Alexandria,VA
Summary
Morgan has more than 15 years of experience in leading and directing call center operations and accounts payable. Self-motivated, she brings proven leadership, organizational and customer relations skills. She independently solves problems and keeps teams on task to handle diverse business requirements. She has utilized her vast experience to make a measurable impact on the places she has worked, and will bring a fresh and energizing perspective to your company!
Overview
17
17
years of professional experience
Work History
Call Center Manager
North Virginia Opthamolical Association
10.2022 - Current
- Developed quality employees within call center, providing technical job training ensuring team goals and objectives were met and superseded.
- Managed the customer related transition of the office's primary insurance carrier. Responsible for coordinating office tasks and customer administrative response.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Advised Office Manager and company Owners on all items relating to the communications department, responsible for representing the department at upper management meetings.
- Created clear and effective policies governing all aspects of employee work and interaction with customers. Worked with employees to find best practices and define policy and expectations.
Accounts Payable Specialist
Jushi USA
09.2020 - 02.2022
- Processed AP timely and accurately for one of the world’s largest producers of fiberglass reinforcements
- Resolved the vendor invoice backlog and payment errors caused by the position’s vacancy for several months
- Transitioned the company’s Vendor payment process from manual check to Automatic ACH payments to maximize efficiency
- Reviewed payment terms of Vendor contracts to ensure accuracy and avoid excessive fees
- Reconciled all bank activity for month end reporting purposes
- Coordinated with Senior Management team in China to maintain centralized control over AP and cash for both the Sales and Manufacturing entities
- Acknowledged for initiative and willingness to support the Payroll Department in addition to current responsibilities, with managing employee expense payments
- Managed the Positive Pay system through the bank, as well as supported Payroll with employee expenses
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Investigated daily variances and corrected errors to resolve discrepancies.
Customer Service Account Manager
JEG & Sons
05.2016 - 08.2020
- Transformed the metrics of the company's Amazon store by responding to customer feedback comments and disputing claims made against the store
- Maintained Top Seller ratings. Produced substantial sales increases and maximized our visibility across the Amazon Marketplace
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Provided technical support and followed through with client requests to resolve problems.
- Authorized sales returns for defective purchases within warranty
- Created and reviewed invoices to confirm accuracy and recoup lost funds through the Amazon Marketplace
- Established and maintained Customer Service macros to ensure proper communication, efficiency and increased productivity among representatives.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Payment Services Representative
Time Warner Cable
03.2013 - 10.2016
- Provided administrative and accounting support by performing a variety of duties for the efficient operation of the Field Collections Payment Services Department, to include: Accounts Payables and Receivables, Audits, Managing Vendor Relationships, and Processing Escalated Calls
- Created and approved invoices for Field Collection Non-Pay Vendors, Audited/Verified disconnect job orders by comparing system reports to account balances, and processed payments to Vendors for works performed.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Worked with customer to create debt repayment plan based on current financial condition.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Customs Entry Writer
DHL Global Forwarding
04.2010 - 02.2012
- Prepared customs documents and ensured that shipments met all applicable laws supporting the facilitation of imported and exported goods
- Investigated and tracked taxes payable, processed payments, and signed documents under Power of Attorney
- Processed documents through the Company's ABI system, properly obtained government agency release.
- Arranged both delivery and the invoicing of the import account for services rendered
- Managed daily correspondence and messaging. Reviewed and monitored all customs rejections, requests for information for clients and any other government agency.
- Coordinated with export offices and customers in international markets.
- Collaborated with support staff and modal departments to maintain import data integrity and compliance with customer standard operating procedures (SOP).
Customer Service Representative
Kelly Services
09.2006 - 01.2010
- Provided administrative, customer service, and accounting support for Blue Cross Blue Shield by performing a variety of duties for the efficient operation of the Medicare Services Department
- Enrolled Medicare beneficiaries into prescription drug plans
- Thoroughly educated beneficiaries on plan coverage's, benefits, and claims processes
- Billed and Processed payments for insurance premiums via call center
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High School Diploma -
LOWER RICHLAND HIGH SCHOOL
Columbia, SC05.2006
Skills
- 15 years of experience in customer service, accounts receivable, and accounts payable
- Proficient in using Microsoft Office, Internet Explorer, MAC OS, Safari, QuickBooks, Navision 2009 and PeopleSoft Comfortable in the use of most organizational or office management tools
- Expert e-Commerce professional with experience in the web's top marketplaces: Amazoncom, Walmartcom, e-Baycom, Neweggcom, Overstockcom
- Strong, patient, and detail-oriented communicator with excellent written, oral, and interpersonal communication skills with the ability to resolve customer issues and support organizational goals
- Team Coaching
- Productivity Standards
- Call Center Customer Service
- Call Center Operations
- Report Preparation
Activities
BOYS & GIRLS CLUBS, 08/01/18, 08/01/19, Volunteer for Special Projects/Teen Programs- Boys & Girls Clubs of Miami.
Timeline
Call Center Manager
North Virginia Opthamolical Association
10.2022 - Current
Accounts Payable Specialist
Jushi USA
09.2020 - 02.2022
Customer Service Account Manager
JEG & Sons
05.2016 - 08.2020
Payment Services Representative
Time Warner Cable
03.2013 - 10.2016
Customs Entry Writer
DHL Global Forwarding
04.2010 - 02.2012
Customer Service Representative
Kelly Services
09.2006 - 01.2010
High School Diploma -
LOWER RICHLAND HIGH SCHOOL
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