Regina Cross
Administrative Assistance
Birmingham,AL
Work Preference
Summary
Dynamic administrative professional with extensive experience specializing in customer service and data entry. Proficient in Microsoft Office Suite with a proven ability to foster client relationships and streamline operations to enhance overall efficiency. Recognized for maintaining confidentiality while contributing to a cohesive work environment, consistently achieving organizational goals through effective communication and collaboration. Detail-oriented and adaptable, offering a strong background in office management and multitasking to support executive teams in fast-paced settings.
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
34
34
years of professional experience
Work History
Administrative Assistant 3
Wells Fargo
04.2005 - 01.2026
- Maintained files and filing, keeping sensitive information confidential.
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.
- Assisted in the preparation of presentations using Microsoft Office Suite applications such as Word, Excel, PowerPoint.
- Assisted with New Hires paperwork to include certifying I-9 documentations-( Cisive System)
- Scanning fingerprints for background checks.
- Day 1 coffee talk with new hires to welcome them, give them information on attendance, badges, different areas of parking and location of restroom and breakroom.
- Assisted Leaders and Directors maintained timekeeping information and submitted and processed payroll.(Workday HR System)
- Assisted with Client Relationship Management
- Tracks and assists with monthly client building.
- Travel-Handle travel reservations, changes, & emergency travel situations in HRG system;provide itineraries
- Expense-Process expenses
- Scheduled and confirmed appointments for clients or customers.
Customer Service Representative
Wachovia Bank
12.2004 - 05.2006
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Adhered to company policies and procedures while providing superior service.
- Performed data entry tasks accurately and in a timely manner.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Collections Supervisor
Gary Olshan
01.1999 - 10.2003
- Provided guidance and direction to staff on collections related matters.
- Monitored and evaluated performance of collection staff to ensure compliance with established standards.
- Ensured that all collection efforts were conducted in accordance with the Fair Debt Collection Practices Act.
- Assisted customers by providing information regarding their account status or payment options available.
- Created and maintained accurate records of collection activities and customer accounts.
- Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Worked with customers and collections representatives to monitor documentation, reduce customer disputes [Number]% and collect invoices in timely fashion.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Processed payments and applied to customer balances.
- Accessed credit records to evaluate customer credit histories.
- Generated and mailed updated statements monthly and processed demand letters.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
- Implemented a performance tracking system to monitor individual collector progress, identifying areas of improvement and providing constructive feedback.
Account Adjuster
Amsher
11.1995 - 01.1999
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Maximized recovery rates by implementing innovative collection techniques that balanced customer needs with company goals.
- Identified trends in delinquent accounts through regular analysis of account data, allowing for targeted intervention strategies to increase recoveries.
- Maintained accurate records of customer interactions, transactions, and comments in the CRM system for timely follow-up actions.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
Accounts Receivable Clerk
National Uniform
06.1992 - 11.1994
- Maintained records by imaging invoices, debits, and credits.
- Increased accuracy of financial reports by reconciling accounts, identifying discrepancies, and rectifying errors in a timely manner.
- Streamlined payables and receivables processes by implementing efficient systems and software tools.
- Collaborated with sales team to ensure accurate invoicing and timely collections, resulting in improved cash flow.
- Supported departmental goals by undertaking additional responsibilities as needed, contributing to overall team success.
- Conducted regular reviews of aged accounts receivable reports, ensuring timely follow-up on past due balances.
- Facilitated smooth month-end closing procedures by completing all required tasks accurately and ahead of schedule.
- Provided support during audits by gathering requested documentation and answering questions from external auditors.
Education
Bachelor of Arts (B.A.) - Communication
Stillman College
Tuscaloosa, AL, US05.1989
Skills
Customer service
Data entry
Administrative support
Calendar management
Microsoft Office Suite
Time management
Customer and client relations
Strong problem solver
Invoice processing
Timeline
Administrative Assistant 3
Wells Fargo
04.2005 - 01.2026
Customer Service Representative
Wachovia Bank
12.2004 - 05.2006
Collections Supervisor
Gary Olshan
01.1999 - 10.2003
Account Adjuster
Amsher
11.1995 - 01.1999
Accounts Receivable Clerk
National Uniform
06.1992 - 11.1994
Bachelor of Arts (B.A.) - Communication
Stillman College