Rachel Riley
Bookkeeper/Customer Service/HR/Payroll
Cresco,IA
Summary
Dedicated Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections and leading with empathy and understanding when needed. Self-motivated and true team player with experience working in a remote environment.
Overview
29
29
years of professional experience
5
5
years of post-secondary education
Work History
CSR/Bookkeeper/Payroll Specialist/HR/Sales Rep
Magic Scarf Company
Gloucester, MA
07.2003 - Current
- Experience working in self guided remote position for over 4 years.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintain general ledger as well as prepare financial reports for both owner and accountant.
- Supported operations by communicating with customers over phone, email, web chat, filing documents and managing data.
- Managed and updated financial accounts and permanent records for more than 500 current clients.
- Maintained QuickBooks accounting system to reflect accurate financial records.
- Responsible for maintaining and reconciling all bank accounts, account receivables and account payables using QuickBooks.
- Responsible for investigating return claims for customers and vendors.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Supported operations by communicating with customers, filing documents and managing data.
- Oversaw day-to-day processing of payroll for 20 employees, including review of timesheets and computing pay.
- Supported coordination of benefits open enrollment activities and process.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Responded to inquiries by answering telephone calls, in-person questions and emails.
- Reviewed and screened applicant resumes to identify qualified candidates.
- Provided primary customer support to internal and external customers.
- Demonstrated respect, friendliness and willingness to help wherever needed.
General Manager
Triboro Cinemas
Attleboro Falls, MA
12.2001 - 07.2003
- Responsible for running 12-screen Movie Theater with 15 running Arcade Games and over 35 staff members including Box Office and Concession Workers, Supervisors, Assistant Managers, and Cleaning Crew.
- In charge of Receiving, Approving, and Processing vendor orders.
- Received superior customer service satisfaction scores for 4 consecutive quarters.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently.
- Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service.
- Managed budget implementations, employee reviews, training, and schedules.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Implemented operational strategies and effectively built customer and employee loyalty
Assistant Manager
Employee Relations, Hollywood Hits Theatre
Danvers, MA
10.1999 - 12.2001
- Responsible for running nightly theater shifts of discount mainstream and First Run Art Movie 7-Plex.
- Operate and supervise maintenance of Motion Picture Projectors for showing of 35mm films including build up and tear down of prints.
- Maintain excellent public relations with customers and local businesses.
- Responsible for training of employees, weekly synopsis sheets, making and distribution of employee schedule, running of theater promotions, and assisting in weekly concession and maintenance ordering.
- Coached team on effective upselling and cross-selling methods.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Supported staff development and goal attainment by focusing on skill development and job satisfaction.
- Trained team members in successful strategies to meet operational and sales targets.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
Shift Manager
Gloucester Cinema
Gloucester, MA
08.1993 - 12.1999
- Assisted in running and maintaining of 3-Plex First Run Theater.
- Ran Matinee and Evening shifts as shift manager.
- Operated and maintained theater projectors and equipment including build up and tear down of prints.
- Responsible for employee relations including employee schedule and employee incentive programs.
- Implemented and ran inventory control procedures.
- Excelled in every store position and regularly backed up front-line staff
- Trained and mentored new employees to maximize team performance
Education
Associate - Business Management and Accounting
North Shore Community College
09.2006 - 01.2008
Some College (No Degree) - Trade and Business Management
Martin's College
04.2004 - 01.2005
GED -
Gloucester High School
01.1996 - 01.1999
Skills
Customer Relations
Research and due diligence
Customer-focused
Excellent time management skills
Effective problem solver
Exceptional telephone etiquette
Adherence to high customer service standards
Volunteer Work
Beeman School PTO Leadership Position
Fundraising Lead
2015—2021
Oversaw the Fundraising Mission of the PTO.
Pee-Wee Sports Coach
Coach and Assistant Coach
2015-2021
Coached numerous Pee-Wee Sports teams as a volunteer.