I am able to recognize and help grow the potential in others by asking questions during One On Ones, performing Stay Interviews and coaching on a regular basis.As an empathetic leader I am able to imagine myself in others situations which enables me to view each person as an individual. I am able to quickly spot relevant patterns and issues to find results and solutions to member and employee issues. Manage a fully remote Call Center and on site Teller area.Perform Monthly One on Ones and CoachingInside Sales CoachingReduced wait time, call time and abandonment rate yearly.Increased sales numbers for the Call CenterAnalyze and implement ways to improve waiting times and efficiencies. Direct the daily operations of member experience employees.Improved call abandonment rate from 2020 where goal was met 5 out of 12 months to meeting goal 11 out of 12 months in 2022. Increased booked loans from Call Center referrals from 609 in 2021 to 1,651 in 2022.On the implementation team for Zelle, Synapsis and BannoReduced average hold time from 2:26 to 1:28 from 2020-2022.Create training and engagement activities to keep employees trained and engaged. Big focus on soft skill training for both the member experience employees and myself. Focus heavily on emotion regulation, self care, active listening and empathy. Attend webinars and continuous training.Attended University of Lending 5 years.

• Reinvented company on-boarding processes incorporating peer interviews promoting a more harmonious and productive work environment and culture• Supervised 4 – 7 employees; responsible for training, coaching, performance reviews• Managed annual budgets of $428k-$575k; part of Budget Committee charged is cost reduction saving upwards $10k annually• Researched and implemented a new Customer Service Software Platform (Zendesk) tool to enhance sales and promotional reach• Ran allocation reporting to maximize efficiency for warehouse staff and ensured monthly sales and shipping goals were met• Created updated process and order forms for sales representatives• Assisted with testing ERP system and trained department employees and Warehouse employees on new processes and system• Conducted weekly staff meetings with situational role play, discuss wins/loses, assisting peers with improvement

Supervise 7 employeesTrack A/R adjustments and find and correct the errors causing themReduce back order and over sold demand of products by identifying items and subbing or cancelling productTrain new employees and oversee the training of new employeesReport and maintain One Time Discounts for Lacrosse General ManagerApprove Sales Rep submitted discounts for entryAssist Customer Service Manager with reporting and day to day responsibilitiesWork with the Credit Department to determine if customer shortage/overage claims on their invoices are validEnter and maintain customers shipping instructions and case pack information.Various reporting for Sales Reps and Customer Service ManagerAssist the Shipping Department with freight amount entry when the department needs helpSet up and maintain customers Third Party/Collect accounts.Backup for Helmet Purchase Order processing Handle customer complaints and concerns as well as Sales Reps complaints and concerns Assist HR and team with party planning events and team building events.Process credits for all Good Product and Defective Return product.Conduct interviews for potential employees with HR and Customer Service Manager.Annual Employee ReviewsTroubleshoot order entry issuesMember of the Compliance team to reduce chargeback’s issued to the company and help setup the initial process flow Enter all wholesale pricing and closeout pricing

Reduced A/R adjustments and credits by implementing a new policy for customer accounts Co-wrote a new phone etiquette training guide for customer service employees Part of the HR Employee Events and Meetings team to organize employee sponsored events Set up monthly meetings with Sales Managers in order to keep the lines of communication open between our departments Part of the Compliance team to reduce chargeback’s issued to the company and help setup the initial process flow Enter all customer discounts and maintain those discounts in System 21 and Excel Discovered process flaws with return credits being issued to customers and imposed corrective action to ensure customers received correct credit amounts Work with the Credit Department to determine if customer shortage/overage claims on their invoices are valid Check Booking Product orders for accuracy before entry Work directly with the Shipping Department to ensure accuracy of special shipping instructions and setup of those instructions. Created a survey to determine the sales force overall satisfaction with customer service Enter all wholesale pricing and closeout pricing Troubleshoot order entry issues

Made telephone calls, emailed and mailed letters to customers to obtain payment of delinquent accounts and spoke with customers by telephone and sent emails in an attempt to determine reason for overdue payment, reviewing terms of sales, service, or credit terms with customer. Follow up with customers on discrepancies or disputes regarding past due invoices. Received payments and assisted with lock box process in addition to processing credit cards. Assisted with the approval and credit holds of orders Ran regular aging reports Reconciliation of problem accounts including misapplication of funds, extended hold checks or incorrect PO’s. Posted details of customer transactions to accounts in journals or computer files from documents such as sales slips, invoices, receipts, check stubs, remittance advices, and computer printouts Assisted in reconciling daily lock-box activity, house checks, and merchant card activity Enter 2nd page of stat sheets ex: special Discounts Invoice and sign off on UPS, Dayton Freight etc. invoices Issue all Credits and miscellaneous invoices Setup and maintenance of customer accounts Setup and maintenance of promo accounts Track One time discounts and report to Lacrosse General ManagerEnter pricing for wholesale items and closeout pricing

Answer multi-line telephone Accounts Receivable Process Purchase Orders Process Invoices Follow up on orders that are placed and Track Orders Process Accounts Payable weekly Reconcile Bank Statements and accounts Perform Collections on outstanding invoices Enter payroll information bi-weekly Track Employee Vacation pay eligibility Keep records of Employee timecards Calculate Commission Set Appointments staff

Daily telephone interaction with customers and contract employees Set up new employee information in JDEdwards payroll system Maintain accurate, up to date information regarding payroll (pay rates, withholdings, deductions, etc.) Processed weekly timesheets and entered hours and expenses Address employee inquires and requests regarding payroll Assured job costing procedures following Corporate accounting formats; Assure payroll/billing information balances Code accounts payable items for payment purposes Invoice Customers and monitor accounts receivable Performed collections on unpaid invoices Addressed Customer questions regarding invoices Produced inactive status reports, sales journals, sale summaries and open invoice reports

Greet visitors, applicants and customers. Answered multi-line telephone Responsible for incoming and outgoing mail Scan, format and prepare Resumes for submittal to customers Provided word processing and miscellaneous clerical services