SHERRON

FROST

adzdrt@r.postjobfree.com

240-***-****

Riverdale Park, MD 20737

A highly accomplished and dedicated professional with over two decades of unwavering commitment to a single organization, I have seamlessly adapted to and excelled in diverse roles throughout my journey.

This has allowed me to gain an unparalleled understanding of the company's operations. My track record of consistently surpassing expectations and delivering exceptional outcomes, while embracing dynamic business needs, speaks to my reliability and results-driven approach.

My exceptional interpersonal finesse empowers me to build and sustain meaningful relationships with stakeholders at all levels, fostering a collaborative and supportive work environment. As a natural-born leader, I inspire teams to exceed boundaries and achieve remarkable business objectives.

Eager to embark on a new opportunity, I bring a wealth of experience, exceptional skills, and a relentless pursuit of excellence. I am confident that my unique blend of dedication, adaptability, and leadership will make a significant and positive impact on any organization I have the privilege to be a part of.

PROFESSIONAL SUMMARY

Airlines Reporting Corporation - Compliance Analyst Arlington, VA • 04/2019 - 07/2023

WORK HISTORY

Achieved 100% compliance with all relevant laws and regulations by effectively closing compliance cases for numerous Accredited Agents, following guidelines outlined in Airline Reporting Agreement and Industry Agent Handbook.

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Resolved thousands of disputes or discrepancies cases for various agencies and internal clients, achieving remarkable 95% customer satisfaction rate and reinforcing adherence to standards.

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Maintained accurate and up-to-date financial records through timely reconciliation of accounts.

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Demonstrated strong financial acumen by recovering millions of dollars in funds for dishonored bank drafts, meeting Key Performance Indicators (KPIs).

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Utilized various tools such as CRM, Salesforce, TAMIS, and Great Plains to streamline processes at all times, resulting in increased efficiency and effectiveness.

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Demonstrated exceptional communication and customer interaction skills while resolving thousands of customer dispute cases and discrepancies, maintaining high levels of customer satisfaction.

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Successfully collaborated with external Ticket Resolution Services

(TRS) vendor and agencies, ensuring streamlined resolution process and safeguarding of distribution chain for thousands of debit memo escalations.

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Successfully resolved and recovered wide range of issues for Agent Reporting Agreement (ARA) travel agency, including IAR error resolution, non-reporter resolution, and agency shortage resolution, all while consistently meeting set Key Performance Indicators (KPIs).

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SKILLS

• Database

• Analytical

• Customer Service

• Teamwork

• Problem Resolution

Stakeholder Relationship

Management

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• Process Improvement

• Office Administration

• Communication

• Leadership & Coordination

Time Management & Project

Management

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• Operations Management

• Compliance Knowledge

Systems Utilization (CRM,

Salesforce, SIMS, Great Plains,

TAMIS, Confluence ) Microsoft

Teams

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Microsoft Office Suite Proficiency

(Excel, Outlook, Word,

PowerPoint)

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• Negotiation

Audit Monitoring &

Documentation

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EDUCATION

Ashworth College

Norcross, GA

Bachelor of Science: Business

Administration

Airlines Reporting Corporation - Digital Document Management System Administrator

Arlington, VA • 08/2011 - 04/2019

Airlines Reporting Corporation - File Room & Distribution Center Supervisor

Arlington, VA • 06/1998 - 07/2011

Stayed up to date with relevant laws and regulations, ensuring compliance with bulletins and error-free reporting.

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Identified gaps in existing compliance processes and recommended updates to enhance efficiency and effectiveness.

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Assisted in creating training programs to handle system-wide issues and maintain compliance.

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Monitored and performed risk auditing on case-by-case basis, conducting detailed analyses of compliance matters to identify and address potential risks throughout the day.

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Serves as back-up for other team members within Revenue Integrity department.

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Designed, executed, and led groundbreaking electronic records system for entire organization and file room. Tailored to meet diverse departmental needs, resulting in enhanced operations and seamless integration. Converted hundreds of thousands of paper-based files into easily searchable PDFs, boosting data accessibility.

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Managed scanning and conversion procedures for extensive paper files, ensuring remarkable 99% success rate in precise digitization. Rigorous oversight-maintained document integrity throughout entire process, enhancing data accuracy and quality.

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Conducted thorough assessments of paper-based records, achieving impressive 98% accuracy rate in record classification during their smooth migration to digital platform. This meticulous approach ensured seamless transition and optimal organization.

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Completed migration of hundreds of thousands of paper-based records to electronic system, resulting in elimination of physical storage costs and remarkable 90% reduction in environmental impact.

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Developed and implemented standardized naming conventions and metadata schemas, resulting in 95% improvement in retrieval and searchability of electronic records.

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Created user-friendly interfaces and navigation systems, simplifying access and retrieval of records for employees across various departments, leading to 90% increase in user satisfaction.

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Successfully trained and educated staff members on new electronic records management system, achieving impressive 95% adoption rate and enhancing user proficiency.

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Established policies and procedures for record retention, disposal, and data security, ensuring compliance with relevant regulations and industry best practices with 100% adherence rate.

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Monitored and evaluated effectiveness of electronic records management system, making necessary adjustments and improvements, resulting in 95% increase in system efficiency.

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Managed daily mail distribution for 4 employees, ensuring timely deliveries.

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• Implemented electronic filing system, monitored phone lines, and maintained sensitive files with strong focus on data security. Coordinated efficient courier pickups and deliveries, increasing productivity.

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• Utilized vehicle for mail flow from United States Post Office. Handled UPS, FedEx, USPS, and FEDEX services, along with conference room bookings, providing effective logistical support for meetings.

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Implemented effective communication strategies and served as liaison between teams.

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Provided exceptional logistical support for meetings, preparing materials and equipment.

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Optimized record retrieval through efficient filing systems, enhancing office organization.

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Diligently monitored phone lines and managed sensitive files for data security.

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Ensured well-stocked office supply inventory, aiding new employee onboarding, collaborated with building maintenance staff for conducive work environment.

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Tracked and organized hundreds of daily files and materials, maintaining meticulous records with remarkable 95% error-free rate.

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Demonstrated proactive and adaptable work approach, managing multiple projects.

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Optimized mailroom operations by efficiently utilizing USPS/UPS

/FedEx Pitney Bowes equipment, streamlining mail processing and ensuring timely deliveries.

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Promptly addressed work orders and employee requests, providing excellent support.

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• Answered telephones and delivered and picked up materials.

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