Customer Service Document Specialist

Vivian L Daoud

773-***-****- ad5ued@r.postjobfree.com

RELEVANCE SKILLS:

Skills & Experience: Detail-oriented and organized Quality Document Specialist to join the team. Maintain documentation standards for consistency across all forms of user

documentation. Build & Maintain Relationships, Attention to Detail, Clear Communication, Use of Positive Language, Adaptability, Case Management. The Quality Document Specialist is responsible for ensuring the accuracy and completeness of all documentation is compliant. Requiring strong attention to details, knowledge of quality, assurance processes, and the ability to work in a fast-paced environment. Over 25 years in accounting. Playing critical. Part in. Managing Finance Records. Including. Accounts/ Payable & Receivable. 5 years Collection. 6 years of Customer service Special projects. Within the company.

Revenue & Distribution:

• 46,060 applications were received from all 102 IL Counties.

• $298,618,622 in assistance provided.

• 16,845 households assisted.

• $17,727 average assistance received per household.

• 70% of households earned less than $60,000 per year

• 98 Counties received funding.

• $50,000 a month revenue of $200 thousand

Software& Website: Microsoft Office: Word, Excel, Office 365: Power Point, Outlook; Teams, Encompass, Virtual Desktop, Epicor. Peach tree. AS400. ERP. County Recorders site, county GIS Maps site, County Property Tax/ Parcel searches Referrers:

Aileen Hill @ 937-***-****

Roy Burlew @ 224-***-****

Rosemary Holland @ 847-***-****

Steve Penio @ 847-***-****

Vivian L Daoud

773-***-****- ad5ued@r.postjobfree.com

EXPERIENCE Robert Half, Chicago, IL April 2021 - April 2024

Intake Specialist / Senior Compliance. & Fraud Reviewer Responsibilities:

• Work with department in developing & maintaining performance processes.

• Cleans & aggregates data from multiple databases within the agency and implements and maintains document data collection and reporting requirements.

• Leads various projects with departments to improve performance and efficiency and reduce costs. Identifies and monitor SRU Email proxy for allegations received daily.

• Processing applications for the Illinois Housing Development Authority (IHDA) for rent and mortgage relief for those affected by Covid-19 where I handle sensitive information and documentation including but not limited to SSN, Date of Birth, Banking information, Mortgage/Property taxes, W-2s, 1040s, ETC...

• Reviewed high volumes (20+ daily) of applications, detecting fraud, waste, abuse (FWA), duplicates, and conducting quality assessments.

• Developed reporting systems using Encompass and Excel, generating daily reports for data analysis, performance tracking and improved team productivity.

• Assess eligibility for relief by calculating and confirming the Area Median Income (AMI) of applicants using factors such as County of residence, Household size, Income verified via proof government assistance that falls within our guidelines, W-2, 1040, or other wage documentation.

• Writing and communicating to management detailed reports on newly escalated situations to identify potentially fraudulent activity or identify the help required to bring relief to applicants.

• Built Outlook email templates for communications team to help smooth the email process with applicants using more standardized language which enabled them to handle thousands of backlogged emails.

• Reviewed files for potential fraud and/or compliance infractions while confirming key data points and authenticity of applicant provided documents while conducting a file investigation.

• Trained team members on Court Based Rental Assistance Program (CBRAP) team on file reviews, data importation, use of Encompass (payment application), and basic to advanced Excel skills.

• Became the main point of contact for the CBRAP Prefunding team. I would solve internal escalations for team members, handle external escalations from teams we collaborated with, and make myself available to answer any questions about Prefunding: review process, guidelines, escalations, ETC.

Vivian L Daoud

773-***-****- ad5ued@r.postjobfree.com

EXPERIENCE National Catholic Society of Foresters April 2015-Febuary 2021 Mt. Prosect, IL

Customer Service/ Accounts Payable

Responsibilities:

• Handle customer inquiries and complaints.

• Provide and show the value of products to customers.

• Document and update customer records based on interactions.

• Develop and maintain a knowledge base of the evolving products and services.

• Hande incoming customer service calls

• Accept customer calls and return customers.

• Accounts payable. Credit management. Sales tax filing. Fixed asset management. Payroll support, bank reconsideration, customer. Rebate. Reports. And balance sheet. Accounts Analyst. Preparation of 1099 and assisting with audits.

• Sort match invoices and check request for payments.

• Review invoices, check requests. And identify text. Charges

• Prepare analysis of accounts. Reconcile payments and ensure payments are up to date.

• Resolve invoices discrepancies and. Compensate with the vendors and internal customers.

• Vendors file maintenance and descriptions of daily incoming vendors, invoices, emails.

• Assist in month end closing.

• Identify processes. Improvements.

• That is just teams. Members with the accounts payable and the shared service Center department in day-to-day activities.

• Participate in team activities include. Department meetings.

• Any other duties? As they are signed.

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