Customer Service Manager
Resume:
DORIS V. BROWN
JENNINGS, MO **136
314-***-**** HOME
314-***-**** CELL
acerxc@r.postjobfree.com
Objective:
Dedicated, tenacious, Professional. Seeking full-time employment in an organization
that demands accurate, analytical, organizational skills, and attention to detail from their
employee, prefer a variety of tasks.
Work experience:
05/11-04/14 Convergys Corp. Saint Louis, MO
Conflict Resolution II – Call Center Tech Support, Telecommute Agent
Took incoming calls from AT&T customers needing assistance with internet connection
issues, WINDOWS, MAC OS, tv programming, freezing, installation assistance on
equipment, voip, emails access issues, password reset, billing & payment inquiries,
account adjustment, remote access to customer's devices to resolution as needed, as a
Tier 1 agent then was promoted to supervisor for residential accounts. Was then
promoted to Tier 2 Business Support working on more complex issues such as POS
SYSTEMS, networking, resolving dhcp/static ip concerns, multiple router connections,
port forwarding, opening pinholes, setting up wireless monitoring systems, setting up
new & multiple email accounts, suspending/restoring services, able to work with 4-14
windows open while doing chat support for agents who can't get resolution for their
customer they are assisting, monitor calls on agents, also maintaining a professional &
friendly relationship with customers.
01/03-05/10 Get Money Taxes & Accounting Svc. Indianapolis, IN
Owner/Operator
• Set-up 2 stores starting out, now I have 4 locations 3of which I own 100%. Business
computers, printers, faxes, communications, install and updated software, troubleshoot,
problem researched, authorize % of refund for incomplete returns, error is processing.
Hired 8 contracted employees, trained 15 employees (8 my employees, 7 paid to train
for client). Prepared individual/business tax, a/p, A/R, payroll, bank deposits,
withdrawals, ach, issue payout of refund check via cash card, western union, and
checks. MS Access, multiple software apps to store data, entered mass volumes, of
filing individual, business, amendments, audits w/IRS for a variety of tax returns.
Work experience cont'd.:
08/03-01/04(contract) ADT Security Systems Indianapolis, IN
Contract Storage/File Maintenance
• Sent out contract to local ADT requested via email, phone, and fax. Kept a database of
client info. (MS ACCESS, SAFE KEEPER +)
12/02-04/03 Tax Centers of America Indianapolis, IN
Tax Accountant/Office Manager
• Opened/closed two area locations, prepared returns, and print refund checks. Install
updates on software, troubleshoot, problem researched, authorize % of refund for
incomplete returns, error is processing. Use Access to store data of clients. Entered
mass amount of data for purposes of filing individual tax returns.
06/02-09/02(contract,) Batesville Casket Co. Batesville, IN
Accounts Receivables/Collections
• Worked on software JD Edwards set up payment arrangements on for accounts that
were 31 days past due, analyze account to give approval/denial on credit lines. Post
payments to various accounts on an automated accounting system.
02/98–05/02 IN Civil Rights Commission Indianapolis, IN
Staff Accountant
• Payroll, collect time sheets, over-time/compensatory time approval form, post hour,
verify accruals of
Vacation /sick/personal/compensatory hours, short /long-term disability, FMLA, Worker
Comp, health/life insurance
Claims, payroll deductions, new hire interview, termination interviews, People-Soft 8.0.
Process deposits/pay-outs of checks received by respondents for settlements, consent
agreement, and mediations to complainants daily, was responsible for collection of
money/checks and the invoicing of attendees @ conferences/training and public
education events seminars,
Etc…. (MS ACCESS, EXCEL), general ledger posting, bank reconciliation, daily
deposits, train/supervise Temporary Employees, process claim voucher, travel
reimbursements, commission checks, computerized accounting. (MS EXCEL). Literally
filled two positions from 3-6-2000/4-18-2001 (Admin. Support Manager/Accountant),
responsible for all Audits/Assessments from IN Dept. of Admin. / IN State Board of
Accounts, reported directly to Division Director (received a total of 4 @ 100%’s and 3 @
98%’s) money transfers, processed Executive Document Summaries, and Purchase
Orders to encumber funds for leasing contracts, id bills, journal vouchers, claim
vouchers, and travel reimbursements. (MS EXCEL, WORD)
Work experience cont'd.:
04/97-09/97 Unite Midwest Indianapolis, IN
Accounts Payables Clerk
• Posted payments to individual accounts on an automated accounting system.
Delivered checks for daily deposits, mail runs/distributing complete ledger postings on
all accounts, audit accounts, review payment histories. Inventory, restocking warehouse
materials at weeks end, created a sign in/out material log, refilled postage meter.
07/95-04/97 Van Austell & Farrar, Inc. Indianapolis, IN
A/R-Collections
• Post payments to various accounts on an automated accounting system. Process
checks for deposits, post/match w/invoices/statements when received.
Set up payment arrangement w/business’, individual/residential accounts on payments
that were 31 days past due ordered disconnection for failure to pay, cell phone, pagers,
pick-up/return of equipment, after contracts, lease agreements, etc… have been
canceled. Conduct research on complaints from customers, and audit data for payment
discrepancies, printed/mailed 1500-2000 monthly statements.
09/94-06/95 Sears Logistic Service Indianapolis, IN
Billing Clerk/Route Monitor/Customer Service
• Process refunds, prepare adjustments, credit accounts for billing errors, print out bill of
lading to compare w/driver manifest of goods shipped out, and received daily, log any
missing/damaged items received.
Route deliveries, communicate w/drivers to assist in locating customer addresses,
record personal usage of company cell phones, do a payroll deduction for reimbursable
amounts.
Schedule deliveries/repairs/pick-ups on merchandise, keying en in customer complaints
of damaged goods/property.
Education:
6/1998–2000 Ivy Tech State College Indianapolis, IN
Associates: Accounting/Business Administration
• Completed 14 Cr. Hrs.
4/1994 Training Inc. Indianapolis, IN
Certificate of Completion 24 week/500 hour
• Basics in Accounting, business writing, Lotus, Excel, Word,
Business math, writing, human relations, and work ethics.
Internship @ Brylane CSR in Call Center
04/1987 Internal Revenue Service Tax Classes to be an ERO
References:
Anthony Richardson (Team Leader/IT Support)
Convergys Corporation
41 Village Square Shopping Ctr.
Hazelwood, MO 63042
Joan T. Essex (Division Director –Finances/ IT Systems)
IN Civil Rights Commission
100 N. Senate Avenue #N103
Yolanda T. Wright (Personal)
Marion Co. Health Dept.
1100 W. 10th Street
Thomas Scamahorn (Former Supervisor)
Van Ausdall & Farrar, Inc.
1214 N. Meridian Street
317-***-**** –141
Salary History:
Get Money Taxes$ & Accounting Svc.
2902 E. 10TH St. STE. D
STARTING; 2003 $15,962.38 – Ending; 2009 $74,802.03
STATE OF INDIANA CIVIL RIGHTS COMMISSION
100 N. SENATE AVE. STE. N103-IGCN
STARTING; $17,985.00 - ENDING $25,403.18
UNITEX MIDWEST, INC.
5026 W. 80th ST.
STARTING; $17,000.00 – ENDING $17,000.00
VAN AUSDALL & FARRAR, INC.
1214 N. MERIDIAN ST.
STARTING; $16265.60 – ENDING $17,160.00
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