TONYA MILLICAN
Lonoke,AR
Summary
Expert in client relations and support for large and priority client bases. Strong analytical skills with a keen eye for detail that allow me to collect, organize, visualize, and assimilate data based on individual needs of a company or its clients. Ability to easily adapt to diverse personalities and stay calm in high stress and difficult situations. Highly motivated self-started and natural leader. Ability to use data or process analysis techniques to identify areas where improvements can be made to better, and more efficiently, serve a company and/or its client base. Skilled in basic accounting processes, reconciliations, and related reporting.
Overview
23
23
years of professional experience
Work History
Client Service Manager
First Credit Services
09.2023 - Current
- Client Escalations- address concerns and provide timely solutions.
- Manage multiple projects, simultaneously, ensuring quality outcomes and timely completion.
- Relationship building
- Review new service agreement terms and submit setup instructions to internal teams for onboarding clients.
- Assist sales team with potential client questions related to support.
- Update multiple tracking spreadsheets daily.
- Daily, Weekly, and Monthly recurring client reporting tasks.
- Create and send addendums to clients to add locations, update terms of existing agreement, or add additional services.
- Process client cancellation requests, ownership changes, and/or facility closures.
- Provide communication support between clients and internal teams.
- Manage support inboxes to ensure requests are delivered to the appropriate party and or department.
- Back up phone support for client services
Office/Customer Experience Manager
Cost Plus Furniture Warehouse
06.2022 - 06.2023
- Daily Journal's for location based on previous day's business
- Inventory management
- Service Management
- Customer service for escalated customer calls
- Daily entry and processing of all sales invoices
- Credit and or lease applications for customers.
Client Administrator II
ABC Financial Services/ABC Fitness Inc.
08.2014 - 01.2021
- Manage, delegate to necessary departments, and process all steps necessary to close, change ownership, and/or discontinue services of a clients' facility/facilities, while ensuring the legality of each step, and with limited financial recourse to the company
- Manage all aspects of setting up new Merchant Accounts for new and/or returning customers
- Maintain CRM-Gainsight with all data pertaining to customer billing data, as well as the status of each of the locations under the company billing portfolio
- Including but not limited to the conversion and formatting of data from our main database to the CRM
- Manage/Create dashboard reporting for executives to see gains/losses based on new vs
- Exited
- Special/Custom reporting and billing analysis for high priority clients and/or the related ownership or Franchise associated
- Billing Audits requested by clients to find exact members making up the difference in billing from one month to the other, as well as categorizing based on the status of each member that made up that difference
- Assist legal with all liens against clients within company portfolio as well as any bankruptcy notifications or billing holds
- Assist with legal business changes, including but not limited to changes in Legal Business Name, Bank Account Changes, Ownership Changes, Changing of Officers
- Work with accounting and legal to collect any recourse owed, over the approved write-off amounts
- Work closely with Account Executives and Leaders of Client Management on any special projects related to a potential sale, a potential closure, potential or active legal issue, and/or a potential exit from company's portfolio
- Manage AF Franchise Team to ensure all calls are being answered in a timely manner, all customers are being handled, and all franchise related business falls within the guidelines laid out by the Franchise.
Client Services Representative
ABC Financial Services
03.2001 - 06.2007
- Answer incoming calls from the company's clients and assist with any questions related to their billing and/or their membership base
- Client Retention
- Overseeing representatives of the department to ensure department and company standards were being met including but not limited to, average answer speeds, minimizing errors, and client retention percentages
- Submit payroll and PTO to appropriate departments
- Interview/hire new employees
- Assist in managing the process of converting data from one billing software into our company software
- Special projects and reporting for clients
- Closing, sale, and discontinuation of services
- Bank account changes.
Education
Technical Accounting - Technical Account Certification
PULASKI TECHNICAL COLLEGE
2026
Skills
- Building and Maintaining Relationships
- Client Support
- Computer Literacy
- Leadership
- Problem Solving
- Analytical
- Project Management
- Process Management
- CRM Management
- Strong Communication
- Team Management/Building
- Accounting Knowledge
- Data/Billing Audits
- Bookkeeping
- Inventory Management
- Excel Reporting
Technology Experience
- Salesforce
- Gainsight
- I-Series/I-870
- Word/MS Office
- QuickBooks
- Excel
- PowerPoint
References
AVAILABLE UPON REQUEST
Hobbies and Interests
- Photography
- Reading
- Word Games
- Hiking/Trail Walking
- Time with family
Timeline
Client Service Manager
First Credit Services
09.2023 - Current
Office/Customer Experience Manager
Cost Plus Furniture Warehouse
06.2022 - 06.2023
Client Administrator II
ABC Financial Services/ABC Fitness Inc.
08.2014 - 01.2021
Client Services Representative
ABC Financial Services
03.2001 - 06.2007
Technical Accounting - Technical Account Certification
PULASKI TECHNICAL COLLEGE
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