Hi, I’m
Thania S. Russell
Greensboro,NC
Summary
Customer service and administrative professional with over 9 years of experience in front desk, clerical, and office management roles. Expertise in managing high-volume customer inquiries, performing administrative support tasks, and ensuring smooth day-to-day operations. Recognized for problem-solving, time management, and interpersonal communication skills. Proven track record of delivering outstanding service, improving office efficiency, and maintaining a positive and organized work environment.
Overview
8
years of professional experience
1
Certification
Work History
Housing Authority of the City of High Point
Accounts Receivable Clerk
06.2024 - Current
Job overview
- Coordinated office calendar, managed meeting logistics, and prepared materials for senior management.
- Streamlined filing and document management system, improving retrieval time by 20%.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Assisted in annual audit preparation, ensuring accurate representation of accounts receivable records and compliance with accounting standards.
- Contributed to month-end closing procedures by preparing detailed accounts receivable aging reports for management review.
- Maintained strict adherence to company confidentiality policies when handling sensitive financial data and personal information for clients.
Hometown Auto & Credit
Rental Car Agent
01.2023 - 05.2024
Job overview
- Greeted 100+ visitors per week, ensuring excellent first impressions and delivering high-quality customer service.
- Managed high-volume phone calls (50+ daily), directed inquiries, scheduled appointments, and processed office requests.
- Maintained office supply inventory, ensuring timely orders and preventing shortages.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Initiated digital marketing campaign to increase brand visibility.
Veterinaire Pet Care
Veterinary Receptionist/Assistant
09.2022 - 12.2022
Job overview
- Managed multi-line phone system and pleasantly greeted patients.
- Maintained current and accurate medical records for patients.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Boosted clinic revenue with accurate billing and invoicing procedures.
- Increased accuracy of medical records by diligently updating patient information during each visit.
CVS Health
Customer Care Representative (CCR)
10.2021 - 09.2022
Job overview
- Interacted efficiently with physicians, members, and pharmacy staff.
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Navigated multiple computer systems and applications to find information.
Comfort Suites
Front Desk Receptionist
08.2020 - 09.2021
Job overview
- Advanced career from house-keeping role to front desk position.
- Answered phones, managed laundry tasks and executed various related duties.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Increased guest retention by maintaining a welcoming and organized reception area.
RG FINANCIAL
Insurance Agent/Tax Preparer
01.2020 - 05.2021
Job overview
- Identifies potential tax credits and liabilities and ensures accurate and complete returns are filed in a timely manner
- Completes tax forms in accordance with policies and in compliance with legislation and regulations
- Maintained high standards of customer service by building relationships with clients.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
All 4 Paws
Veterinary Assistant/Receptionist
04.2019 - 06.2020
Job overview
- Acted as primary point of contact for clients calling or visiting the hospital.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced clinic operations, efficiently scheduling appointments and managing veterinarian calendars.
- Improved patient care with diligent follow-up calls to assess recovery of animals post-treatment.
Family Dollar
Assistant Store Manager
05.2017 - 07.2019
Job overview
- Train and onboard new team members, contributing to a more efficient and knowledgeable team.
- Collaborate with cross-functional teams to improve operational processes, resulting in a 10% increase in sales.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Chick-Fil-A
Team Member
12.2016 - 05.2017
Job overview
- Welcomed guests and ensured a high standard of service leading to satisfied customers.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Worked different stations to provide optimal coverage and meet production goals.
- Addressed and resolved customer complaints in polite and professional manner.
- Operated register to process payments and collect cash payment for order totals.
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
Education
Holly Springs High School
High School Diploma
05.2017
Skills
Customer Service Excellence: Handling inquiries, resolving issues, and improving satisfaction
Administrative Support: Scheduling, document management, and office organization
Multitasking & Time Management: Balancing multiple tasks efficiently under pressure
Communication Skills: Strong written and verbal skills, including conflict resolution
Technology Proficiency: Microsoft Office Suite (Word, Excel, Outlook), CRM systems
Problem Resolution: Proactively solving customer issues and de-escalating conflicts
Data Entry: High accuracy and attention to detail in administrative tasks
Team Collaboration: Work well independently or as part of a team to meet objectives
Personal Information
Work Permit: Authorized to work in the US for any employer
Certification
Basic Life Support (BLS)
Timeline
Basic Life Support (BLS)
07-2024
Accounts Receivable Clerk
Housing Authority of the City of High Point
06.2024 - Current
Rental Car Agent
Hometown Auto & Credit
01.2023 - 05.2024
Veterinary Receptionist/Assistant
Veterinaire Pet Care
09.2022 - 12.2022
Customer Care Representative (CCR)
CVS Health
10.2021 - 09.2022
Front Desk Receptionist
Comfort Suites
08.2020 - 09.2021
Insurance Agent/Tax Preparer
RG FINANCIAL
01.2020 - 05.2021
Veterinary Assistant/Receptionist
All 4 Paws
04.2019 - 06.2020
Assistant Store Manager
Family Dollar
05.2017 - 07.2019
Team Member
Chick-Fil-A
12.2016 - 05.2017
Holly Springs High School
High School Diploma