Nona Miller
Winston-Salem,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
26
26
years of professional experience
Work History
Accounting/Customer Service Manager
AMR/ Actuarial Management Resources
08.2009 - 06.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Monitored staff organization and suggested improvements to daily functionality.
- Determined quality department standards, practices, and procedures.
- Implemented new quality assurance and customer service standards.
- Recorded, analyzed, and distributed statistical information.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
Accounting Clerk
Tidewater Finance
01.2007 - 02.2009
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Input high volume of monthly invoices with consistent accuracy.
- Maintained accurate and complete documentation to facilitate accounting and filing functions.
- Managed accounts payable and receivables and payroll.
- Maintained accounting records utilizing in-house and client systems.
- Identified and resolved internal accounting variances, promoting data accuracy.
- Generated comprehensive reports for senior management, covering key financial metrics.
- Used accounting software to prepare weekly and monthly financial reports.
- Analyzed financial discrepancies and provided solutions for accurate financial records.
Sales Representative
Vital Merchant Services
05.1997 - 02.2006
- Managed customer accounts to secure customer satisfaction and repeat business.
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Finalized sales deals and contracts.
- Drove business success by maintaining and applying current knowledge of sales, promotions and policies regarding payments, exchanges, and security practices.
- Trained staff on how to close sales in field.
- Informed customers of promotions to increase sales productivity and volume.
Education
High School Diploma -
Camden County High School
Kingsland, GA06.1993
Skills
- Call Center Operations
- Information Security
- One Call Resolution
- Schedule Coordination
- Quality Assurance
- Audit Support
- Handling Escalations
- Talent Development
- Workflow Management
- Regulatory Compliance
- Operations Management
- Strategic Planning
- Policy Enforcement
- Staff Discipline
Timeline
Accounting/Customer Service Manager
AMR/ Actuarial Management Resources
08.2009 - 06.2023
Accounting Clerk
Tidewater Finance
01.2007 - 02.2009
Sales Representative
Vital Merchant Services
05.1997 - 02.2006
High School Diploma -
Camden County High School
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