Markesa Freeman
Canton
Summary
Proven leader in customer service and relationship management, excelling at AO Smith Quality Water Heaters by mastering SAP to enhance efficiency. Skilled in data entry and verbal communication, I significantly reduced call handling times, fostering client satisfaction and team collaboration. Achieved notable improvements in complex issue resolution and service quality.
Overview
14
14
years of professional experience
Work History
Call Center Representative
AO Smith Quality Water Heaters
06.2024 - 12.2024
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Mastered multiple software systems such SAP for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Accountant Manager
Kathys Accounting Services
01.2011 - 05.2024
- Managed accounts payable and receivable, improving cash flow and reducing outstanding debts.
- Applied advanced analytical techniques to identify trends in revenue generation, cost control, and profitability optimization.
- Monitored and analyzed accounting data and produced financial reports or statements with Intuit.
- Mentored junior staff members, fostering professional development and growth opportunities.
- Met accounting financial objectives by forecasting requirements, preparing annual budgets and scheduling expenditures.
- Managed complex payroll processes, including multi-state tax filings, benefits administration, and wage garnishments.
Case Manager Supervisor
GA Department of Human Resource
08.2016 - 03.2024
- Increased client satisfaction with services by closely monitoring progress and adjusting case plans as needed.
- Conducted comprehensive assessments of clients'' needs, leading to tailored interventions and supports for each individual.
- Provided ongoing support to case managers in crisis situations, guiding them through problem-solving strategies and promoting best practice approaches.
- Promoted a culture of collaboration and teamwork within the department by fostering open communication channels and encouraging peer support among staff members.
- Played a key role in the development and implementation of organizational policies and procedures related to case management, ensuring alignment with best practice standards.
Education
Bachelor of Science - Business/Accounting
American InterContinental University
Schaumburg, IL 05.2001 -
Skills
Customer service
Customer relationship management
Call control
Data entry
Customer support
Verbal and written communication
Timeline
Call Center Representative
AO Smith Quality Water Heaters
06.2024 - 12.2024
Case Manager Supervisor
GA Department of Human Resource
08.2016 - 03.2024
Accountant Manager
Kathys Accounting Services
01.2011 - 05.2024
Bachelor of Science - Business/Accounting
American InterContinental University
05.2001 -
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