1. SHELLEY OSBORN
8510 W. Aster Dr, Peoria AZ 85381
Mobile: 480­527­1930
Email: s​helley.osborn2014@gmail.com
Career Objective
To obtain a position in administrative and accounting support where I can apply my extensive
experience and recent education to provide support in all aspects of the company.
Summary of Qualifications
● 10 years’ experience working in the administrative support field
● ​Proficient in the use of software including QuickBooks and Microsoft Office 2010,
with specialized training in Excel.
● ​Experience in accounting and trained in business math principles
● ​Major strengths in planning, problem solving and communication
PROFESSIONAL EXPERIENCE
Fazzari Floor Covering ​ Phoenix, AZ
Office Manager January 2015 ­ present
● Maintained office services by organizing office operations and procedures; preparing
payroll; controlling correspondence; designing filing systems; reviewing and approving
supply and inventory purchases and d monitoring clerical functions.
● Responsible for the management of all project functions; prepared job bids, reviewed
contracts, prepared submittals, coordinated the ordering of all materials, scheduled
all labor and coordinated all closeouts documents as required by general
contractors.
ANC Vehicle Wash ​ Phoenix, AZ
AP/AR Clerk and Dispatcher December 2013 ­ January 2015
● Managed the accurate and timely processing of up to 1,000 invoices per month for
large, multi­site organizations.
● Instituted a thorough cross­checking of pack­lists, receivers and invoices that halted
a previous history of thousands of dollars in over­purchasing of inventory.
● Accounts receivable functions including invoicing, cash application, research and
investigation of chargebacks including discrepancies, issuing credit and debit
memos, accounts receivable reconciliations, responding to customer requests for
documentation, reviewing aging and trial balance reports to identify past due
accounts, collection calls, assisted in month­end close activities.
● Responsible for reconciliation of all credit card transactions made by 25 employees,
including matching receipts with bank statements; matching purchases with service
calls and ensuring appropriate purchases were billed to clients as needed.
● Assisted with dispatching of technicians to carwash and fueling station service
requests
● Managed warranty claim submissions and payment applications with multiple
vendors
● Schedule and confirm appointments for clients, customers, or supervisors.

2.
Menlo Worldwide Logistics, Phoenix, AZ
A​R Invoicing Specialist September 2008 – January 2011
● Verify accuracy of billing data and revise any errors.
● Prepare itemized statements, bills, or invoices and record amounts due for freight
and logistical services rendered.
● Keep records of invoices and support documents.
● Resolve discrepancies in accounting records.
● Contact customers to obtain or relay account information.
● Update manuals when rates, rules, or regulations are amended.
Walgreens.com Tempe, Arizona
Call Center Supervisor September 2005 ­ December 2008
● Made necessary changes in staffing based on day of week, sales promotions, other
anticipated events and PBX data.
● Monitored productivity of customer service representatives and generates reports.
● Reviewed PBX data to monitor the customer experience and subordinate statistics.
● Monitored individual, team and call center results to identify and act on both positive
and negative performance trends to ensure attainment of revenue goals and
performance targets.
● Monitored service calls to observe employee demeanor, technical accuracy and
conformity to company policies.
● Answered questions and recommends corrective services to address customer
complaints.
● Provided communication and follow up to ensure representatives are fully informed
of all new information related to products, procedures, customer needs and company
related issues, changes or actions.
● Keyed information into computer to compile work volume statistics for accounting
purposes and to keep records of customer service requests and complaints.
● Determined work procedures, prepares work schedules and expedites workflow.
● Studied and standardized procedures to improve efficiency of subordinates.
● Maintained harmony among workers and resolved grievances.
Consolidated Freightways, Portland, Oregon
AR Customer Service Representative July 1994 ­ December 2002
● Confer with customers by telephone or in person to provides information about
products or services, take or enter orders, cancel accounts, or obtain details of
complaints.
● Keep records of customer interactions or transactions, recording details of inquiries,
complaints, or comments, as well as actions taken.
● Check to ensure that appropriate changes were made to resolve customers'
problems.
● Refer unresolved customer grievances to designated departments for further
investigation.
● Resolve customers' service or billing complaints by performing activities such as
exchanging merchandise, refunding money, or adjusting bills.
● Compare disputed merchandise with original requisitions and information from

3. invoices and prepare invoices for returned goods.
● Obtain and examine all relevant information to assess validity of complaints and to
determine possible causes that could increase freight bills.
EDUCATION
Portland Community College, Portland Oregon
Associates Degree, Business Administration ­ Accounting