Mark T. Moore

**** *. **** **., **** ****, Houston, TX 77047

E-mail: accfkq@r.postjobfree.com, Phone: 713-***-****

Objective

I am seeking a position in a human resources capacity, which will allow me to heighten employee

engagement and to assist my future company in successfully increasing its organizational effectiveness;

In addition, I will apply my innate abilities of critical thinking, efficiency and intuitiveness when

mediating instances including delicate labor relations. These traits, along work experience, education

and professional value system allow me to act as a facilitator between management and employees in a

manner congruent with strategic goals

Education

December 2013 Argosy University

Human Resources Management Master of Science (member of Sigma Beta Delta honor society,

3.97 GPA)

University of Houston-University Park

August 2005

Hotel and Restaurant Management Awarded Bachelor of Science

Work Experience

Oct. 2011– Art Institute of Houston

Present Financial Aid Officer

Summary of Responsibilities:

• Supported Admissions Department to facilitate student recruitment into a career-driven

educational institution

• Created and explained financial plans to prospective students and advised each student of their

financial aid eligibility, based on Federal regulatory guidelines

• Negotiated payment plans and developed student financial plans that fit the student’s fiscal

constraints

• Compiled and maintained complete and accurate files and student documentation, based on

Federal regulatory guidelines

• Participated in dispute resolution for ongoing student’s payment plans, certified loan

applications, and executed file audits

• Demonstrated proficiency in timely collections of unpaid aid, as deemed necessary by

organizational goals and strategic planning

May 2009–Aug. SoftLayer Technologies, Inc.(an IBM company)

2011 Senior Accounts Receivable Representative

Summary of Responsibilities:

• As part of strategic account management and organizational effectiveness, provided dedicated

accounts receivables support for company’s top tier clients( as many as 50 at a time)

• Processed orders, Identified opportunities for customer retention and collaborated with sales

department to retain accounts, performed account audits, created custom billing documents and

coordinated with finance department to assist in contract negotiations and processed customer-

submitted accounting tickets/emails

• Increased client awareness of monthly invoicing procedures and expedited new orders for

customers; oversaw the collection of delinquent payments and resolved any situation which

delayed payment

• Facilitated resolution of stagnant financial/customer service issues for clients, which required

coordination of Sales, Finance and Technical Support departments

• During company merger, tasked with cross-training fellow employees on new procedures and

efficient database management

• Accolades include, Employee of the Month (March ‘11)

Mar. 2006–Jan.

2009 DHL Express USA

Key Accounts Advocate

Summary of Responsibilities:

• Monitored and tracked shipments for several national accounts and resolved underlying

delivery issues in a high-paced customer contact center, dedicated to top tier business clients

• Collaborated with management to train fellow employees on new procedures for two major

accounts

• Enlisted by upper management to spearhead issue resolution for two major accounts

Conducted weekly conference call with corporate management for major department store

• Commended with multiple ‘Rapid Rewards’ (exceeded customer service standards)

Dec. 1996–Oct.

2005

First Data Corporation (Telecheck Services, Inc.)

Senior Team Lead/Senior Representative/Research Specialist

Summary of Responsibilities:

• Addressed CSR questions and processed difficult or unusual calls in a high volume customer

contact center environment; Monitored staff attendance and provided documentation of staff

compliance to management, for as many as 75 people

• During my tenure, I served as team lead and senior representative and in that period, I coached,

trained, and monitor employee engagement

• As a research specialist, resolved client billing issues and I used these opportunities to coach

employees on company procedures and billing resolution

• As a team lead, I participated in interviewing, training and development of employees

• While serving as a trainer, I was tasked by management to conduct a total revision of

departmental training documents

• Accolades include, You Made It Happen Award (Dec. ‘97) and Telecheck Gold Circle (Sept.

’00), Telecheck Management Training Program (99-00)

Skills Elementary Fluency In Spanish

References Recommendation Letters Upon Request

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