Open To Work
Daphne Eugene
Yellow Cab of Charlotte
Work Preference
Desired Job Title
Operations Manager / Accounting ManagerHead Certified Nursing Assistant / Travel CNACustomer Service RepresentativeWork Type
Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal WorkLocation Preference
RemoteImportant To Me
Work-life balance401k matchPaid time offCompany CultureCareer advancementWork from home option17
Years of experience
4
Certification
2
Languages
Summary
Results-oriented Operations and Accounting Manager with expertise in leading teams and enhancing operational efficiency. Demonstrated success in workforce planning, accounting, and customer service leadership. Strong background in coaching employees, managing performance, and fostering relationships with healthcare providers and clients. Committed to process improvement and delivering high-quality service in fast-paced environments.
Work History
Operations Manager / Accounting Manager
5 Years 2 Months- Provide leadership for daily operations while overseeing accounting, dispatch, workforce management, customer service, and financial administration for a high-volume transportation company supporting healthcare organizations, corporate clients, airport transportation, and public transportation services.
- Supervise, coach, mentor, and manage a team of 32 employees while promoting accountability, teamwork, and professional growth.
- Executed recruitment, onboarding, and training processes to build a skilled workforce aligned with company objectives.
- Coordinated workforce scheduling, staffing assignments, and attendance to optimize daily operational workflow.
- Monitor productivity, operational metrics, and key performance indicators (KPIs) to improve efficiency and service quality.
- Prepare operational reports for executive leadership using Microsoft Excel and Microsoft Office.
- Compiled operational reports for executive leadership using Microsoft Excel and Microsoft Office, enhancing decision-making processes.
- Manage invoicing, accounts receivable, payment processing, financial record maintenance, and account reconciliations.
- Verify billing accuracy and investigate discrepancies to ensure proper customer and driver account balances.
- Process driver payments, customer payments, and financial transactions while maintaining strict accuracy.
- Prepare financial reports and assist leadership with operational and accounting analysis.
- Utilize Microsoft Excel, QuickBooks, and Microsoft Office to maintain financial records and reporting.
- Maintain confidential financial information while ensuring compliance with company policies.
- Ensure compliance with healthcare transportation requirements while maintaining confidentiality and professionalism.
- Resolve complex customer escalations while maintaining exceptional customer service standards.
- Deliver outstanding customer service by resolving issues quickly and effectively.
- Recruit, interview, hire, onboard, and train new employees.
- Managed driver schedules and routes to optimize fleet utilization.
- Streamlined dispatch operations, improving response times and service efficiency.
Customer Service Representative
6 Years- Provided exceptional customer support in a high-volume healthcare call center by assisting members with health insurance benefits, provider services, eligibility, and claims inquiries.
- Guided customers through complex healthcare benefit questions and account inquiries to ensure clarity and satisfaction.
- Resolved customer concerns professionally while consistently meeting quality and productivity goals.
- Addressed and resolved customer concerns with professionalism, consistently achieving quality and productivity targets.
- Maintained strict HIPAA compliance while handling confidential healthcare information.
- Provided compassionate, solution-focused service to enhance customer experience and foster trust.
- Assisted customers with inquiries and resolved issues efficiently and effectively.
- Provided accurate information regarding products, services, and policies to enhance customer experience.
Head Certified Nursing Assistant / Travel CNA
4 Years 3 Months- Delivered compassionate patient care as Lead Certified Nursing Assistant in long-term care and travel healthcare, enhancing patient comfort and support.
- Guided and trained Certified Nursing Assistants to improve team competency and patient care standards.
- Assisted physicians and nursing staff in delivering high-quality patient care.
- Ensured accurate medical documentation and HIPAA compliance to protect patient confidentiality and improve care quality.
- Built trusting relationships with patients and families through compassionate care.
- Assisted patients with daily living activities to enhance comfort and independence.
- Monitored vital signs and reported changes to nursing staff for timely intervention.
Education
Associate of Arts - Transportation & Logistics Coursework
Skills
Efficiency management
Service management
Team management
Employee development
Talent acquisition
Staff shift planning
Performance evaluation
KPI monitoring
Escalation resolution
Fleet Management
Financial Reconciliation
Budget Reporting
Microsoft Excel
Microsoft Office 365
QuickBooks
HIPAA Compliance
Process Improvement
Cross-functional collaboration
Microsoft Word
Microsoft Outlook
Routing Software
CRM Systems
Reporting analytics
Problem solving
Team management
Operations management
Customer service
Accomplishments
- - Successfully supervised and developed a team of 32 employees.
- - Managed operations supporting 300+ customer trips weekly.
- - Recruited, interviewed, hired, onboarded, and trained new employees.
- - Oversaw customer service, dispatch, operations, and accounting simultaneously.
- - Managed invoicing, payment processing, account reconciliation, and financial reporting.
- - Recognized as a dependable leader who consistently improves operational efficiency while maintaining exceptional customer service.
Certification
- Commercial Driver's License (CDL)
- Certified Nursing Assistant (CNA)
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Operations Manager / Accounting Manager
Yellow Cab of Charlotte
06.2021 - Current
Head Certified Nursing Assistant / Travel CNA
Daniels Memorial Healthcare Center
02.2017 - 05.2021
Customer Service Representative
Humana
01.2011 - 01.2017
Miles Community College
Associate of Arts from Transportation & Logistics Coursework
Languages & Professional Interests
I bring a unique combination of operations leadership, customer service management, dispatch, accounting, and healthcare experience, allowing me to successfully lead teams while maintaining a strong focus on customer satisfaction and operational excellence. I am known for staying organized, solving complex problems, and building positive relationships with customers, employees, and business partners.
Throughout my career, I have supervised teams, recruited and trained employees, managed customer escalations, prepared operational and financial reports, and collaborated with leadership to improve processes and service delivery. I enjoy learning new technologies, improving workflows, and finding solutions that help both employees and customers succeed.
Languages
- English (Fluent)
- Haitian Creole (Fluent)
Professional Interests
- Leadership & Team Development
- Business Operations & Process Improvement
- Accounting & Financial Management
- Customer Experience Excellence
- Technology & Artificial Intelligence
- Continuous Professional Development