Donna M. Smith-Phidd
Customer Representative
Orangeville,ON
Summary
Bachelors in Business Administration and Associates in Accounting graduate possessing a successful Accounting, Credit and Collections, Customer Service background, well organized, dependable, self-motivated, goal oriented individual, with exceptional attention to detail and professionalism. Seeking fulltime employment in a professional office supporting staff and senior leadership in the area of Accounting with room for growth.
Overview
38
38
years of professional experience
Work History
Customer Service / Team Lead / (Go To Home)
GoLogistics
12.2022 - 10.2024
- Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied.
- Learn to identify customer needs or desires in order to recommend the appropriate product or service.
- Learn the software systems used by the company to be able to communicate effectively with incoming inquiries.
- Keep a record of incoming inquiries to be able to reference at a later date.
- Be able to process orders, forms, applications, or requests.
- Work with colleagues when necessary to resolve customer complaints.
- Provide feedback to other departments to help improve sales, marketing, and business processes.
- Learn about the products inside and out to be able to answer any questions from customers.
- Train incoming employees (17)
Supervisor
Enercare Connections
12.2019 - 07.2020
- Creating and optimizing schedules, vacation approvals and all resourcing for the team based on client and business requirements.
- Ensure the team adheres to schedule
- Hiring and removal of all employees as required, while remaining aligned with company policy.
- Ensuring staffing needs meet client and CP360 budgetary requirements each month.
- Maintaining a team utilization metric the aligns with client expectation @ 75% plus
- Managing payroll and ensuring adherence to company process with respect to work and schedule practices.
- Working with the team through caller escalations and resolving issues in a timely manner.
- Delivering on client and CP360 results, to be determined based by client and CP360.
- Developing and delivering monthly presentations to the client in MBR.
- Submission of billing to finance for client invoice generation.
- Acting as a phone agent as required through the schedule and executing on all job related administrative tasks daily as required.
Team Leader
National Credit Recovery Inc.
03.2018 - 12.2019
- Manage a team of 16 agents in a call center.
- Be available to affect the entirety of the team’s operations.
- Manage by walking around. Be visible to answer questions. Resolved and respond promptly to customer complaints and concerns both internally and externally
- Take calls that agents can’t handle and be available when an agent appears to need assistance.
- Mentored, train and review new hires, guide them through the systems, company culture and processes
- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
- Motivate and encourage agents through positive communication and feedback
- Create and maintain files on each agent as they relate to attendance, production, and reviews.
- Meet once a week to go over productivity score and errors with each team member team.
- Review the past week’s events, including statistics, results and industry news.
Collection Officer
National Credit Recovery Inc.
02.2017 - 03.2018
- Connect and clearly communicate with customers in a professional and complaint fashion
- Accurate file notation, decision making and inventory management skill
- Educate customer on how I can help to bring their account current and not being harassed by creditors
- Arrange for payment of debts
- Persuade customers to pay amounts due on overdue accounts and negotiate financial arrangements.
- Locate and monitor overdue accounts, using computers and a variety of automated systems.
- Arrange for debt repayment or establish repayment schedules, based on customer’s financial situation.
- Persuade customers to pay amounts due on unsecured credit accounts
- Determine appropriate plan of action for each delinquent account, i.e., email, telephone calls, skip tracing.
Customer Service/Sales Associate
Convergys
12.2014 - 01.2017
- Maintained process-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs
- Maintain broad knowledge of products, pricing, promotions, procedures, and other important issues through management communications, meetings, client focus groups, and formal training
- Responsible for achieving specific sales business targets and maximizing sales opportunities on each and every call
- Place and/or receive customer inquiries that may require deviation from a script or sales flow process
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Project Coordinator
Ainsworth Inc.
08.2010 - 10.2011
- Supported Ainsworth Electrical team with numerous City of Toronto Contracts to include, The Hospital for Sick Kids
- Maintained project and contract documentation
- Managed and set up files binder and administer closeout process for all project
- Supported the team with administrative duties as required, help to coordinate all purchase orders and order form requirements
- Attend project coordination and owner/contractor/architect/engineering meetings as requested or required both weekly/monthly , resolve, keep team inform of changes and resolve outstanding issues in a timely manner
- Analyzed project profitability, revenue margins using ECACC, obtain quotations for Notice of Change and update project Change Order logs daily prepare expense report for Project Manager weekly
Accounts Receivable Clerk
Strongco Equipment LP
09.2007 - 09.2009
- Soft collection calls to clients over N/30 days
- Provided excellence in customer service, answer customer inquiries, provided copies of invoices and explanation of charges
- Demonstrated excellence in customer service by effectively monitoring and collecting outstanding accounts receivables
- Performed weekly and monthly Reconciliation to customer accounts, and AR sub ledger to GL
- Performed Cash Posting Clerk duties when absent, to include: Daily bank deposits Cash posting duties for all Ontario deposits including bank deposits, credit card deposits, Write offs, Refunds and adjustments, preparations of credit approval letters
Accounts Receivable Clerk
Oceanland Distribution
10.2002 - 11.2007
- Five years experiences as an Accounts Receivable/Payable Clerk and 5 years Administrative Assistant
- Call all vendors for payments over net 30 days
- Input invoices and purchasing requisitions to Simply Accounting data on a daily basis
- Input all check received from vendors on a daily basis
- Pulled invoicing back-up documents when asked for by vendors
- Performed daily deposits at the bank
- Performed credit checks on prospective vendors
- Assisted in year-end reconciliation
US Army
03.1987 - 03.1995
- Basic Training - Fort Jackson, South Carolina
- AIT - Advance Individual Training – Fort Lee, Virginia
- Petroleum Vehicle Operators Course – Fort Dix, New Jersey
Education
Bachelors in Business Administration -
Everest University
Orlando Campus, Florida04.2017
Associate of Science - Accounting
Everest University
Orlando Campus, Florida07.2015
Associates in Art Degree - Data Processing/Accounting, Occupational Sciences
Rochester Business Institute
Rochester, New York07.1997
Associates in Art Degree - Management Marketing, Occupational Sciences
Rochester Business Institute
Rochester, New York07.1997
Skills
- Proficient in Windows applications
- Skilled in utilizing MS Office applications effectively
- Experienced in using Simply Accounting software
- Experienced in QuickBooks software
Languages
English
Native or Bilingual
Timeline
Customer Service / Team Lead / (Go To Home)
GoLogistics
12.2022 - 10.2024
Supervisor
Enercare Connections
12.2019 - 07.2020
Team Leader
National Credit Recovery Inc.
03.2018 - 12.2019
Collection Officer
National Credit Recovery Inc.
02.2017 - 03.2018
Customer Service/Sales Associate
Convergys
12.2014 - 01.2017
Project Coordinator
Ainsworth Inc.
08.2010 - 10.2011
Accounts Receivable Clerk
Strongco Equipment LP
09.2007 - 09.2009
Accounts Receivable Clerk
Oceanland Distribution
10.2002 - 11.2007
US Army
03.1987 - 03.1995
Associate of Science - Accounting
Everest University
Associates in Art Degree - Data Processing/Accounting, Occupational Sciences
Rochester Business Institute
Associates in Art Degree - Management Marketing, Occupational Sciences
Rochester Business Institute
Bachelors in Business Administration -
Everest University
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