Customer Service Representative/Order Management/Financial Services
Kingsport,TN
Work History
Life Services Relationship Core Consultant
Advanced Call Center Technologies
Johnson City, TN
02.2025 - Current
Advanced to a higher position within the company.
Guiding Beneficiaries: Assisting beneficiaries through the transition of deceased account assets, including taking initial calls, processing documentation, and guiding them through the process.
Deepening Relationships: Referring clients to specialized sales teams to deepen relationships and serve as a central entry point for financial services careers.
Managing Inbound Calls: Handling inbound service calls to solve financial needs.
Product Knowledge: Maintaining knowledge on a wide variety of products and services.
Document Processing and Research: Processing necessary documentation and conducting research to support the transition process.
Phone-Based Services: Providing phone-based services to support client relationships and financial needs.
Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
Enhanced customer relationships with personalized service and addressing individual concerns promptly.
Collaborated with team members to achieve sales targets and improve overall branch performance.
Handled inbound calls remotely.
Certified Nursing Assistant
Blue Ridge Health and Rehab
Hendersonville, NC
05.2018 - 11.2020
Delivered attentive care to patients in rehabilitation setting, focusing on empathetic engagement.
Demonstrated empathy and maintained a positive attitude.
Order Management Specialist
SMARTRAC TECHNOLOGY Inc
Arden, NC
05.2017 - 04.2018
Managed orders to enhance customer satisfaction and drive revenue growth.
Conducted thorough checks on orders to reduce omissions and inaccuracies.
Fostered long-term partnerships by delivering exceptional service to key clients.
Lowered error rates in orders via comprehensive analysis and efficient dialogue.
Ensured deadlines were met through effective order volume management.
Coordinated with multiple teams to tackle order problems, providing a seamless customer journey.
Streamlined communication with suppliers for improved lead times and prompt order completion.
Maintained supply consistency by closely tracking inventory.
Enhanced connections with major clients by addressing issues promptly and delivering exceptional service.
Achieved exceptional on-time delivery rates by efficiently managing task priorities.
Enhanced logistics efficiency by improving communication between shipping departments.
Customer Service Representative
SITEL Worldwide
North Carolina
08.2015 - 02.2017
Executed high-quality service for a range of contractual responsibilities.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Analyzed customer service metrics to identify trends and develop strategies for improvement.
Assistant Store Manager
Sam Goody
12.2002 - 09.2004
Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
Oversaw start and end of daily operations, suggesting improvements for efficiency.
Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
Rotated merchandise and displays to feature new products and promotions.
Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Supervising Manager
Dial America
Johnson City, TN
02.2000 - 11.2002
Enhanced employee productivity through regular performance evaluations and tailored training programs.
Facilitated team growth by recruiting top talent, providing ongoing coaching, and creating opportunities for advancement within the organization.
Exceeded sales targets while maintaining strong relationships with existing clients through exceptional account management practices.
Established a positive work environment with effective leadership, clear expectations, and open communication.
Skills
MS office suite
Salesforce
Analytical thinking
Strategic planning
Customer relationship management
Teamwork and collaboration
Data entry
Order processing
Call management
Complaint resolution
Certification
Diploma in Customer Service (2025)
Developing Quality Customer Service Skills (2025)
Certified Nursing Assistant (2018)
Certified Travel Agent (2002)
Timeline
Life Services Relationship Core Consultant
Advanced Call Center Technologies
02.2025 - Current
Financial Services Representative
Advanced Call Center Technologies LLC
07.2023 - 02.2025
Certified Nursing Assistant
Blue Ridge Health and Rehab
05.2018 - 11.2020
Order Management Specialist
SMARTRAC TECHNOLOGY Inc
05.2017 - 04.2018
Customer Service Representative
SITEL Worldwide
08.2015 - 02.2017
Assistant Store Manager
Sam Goody
12.2002 - 09.2004
Supervising Manager
Dial America
02.2000 - 11.2002
Medical Assistant -
South College of Asheville
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Additional Information
Certifications and professional references upon request.
Stay at home mom
There are gaps in my employment so that I could be a stay at-home mom. My kids are now adults so I'm ready to take on new challenges and have a very quite and private office space.
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.