Customer Service Quality Assurance

Sonya R. Daniels

Little Rock, AR *****

Phone: 501-***-****

Objective: Seeking a position in an environment, where there is a need for

a variety of analytical tasks including - computer knowledge,

organizational abilities, business management intelligence and database

program usage.

AREAS OF STRENGTH

. Strong interpersonal skills

. Knowledge of Laws and Regulations

. Knowledge of Law Enforcement Function

. Detail oriented

. Ability to multi-task effectively

. Excellent analytical skills

. Trustworthy

. Ethical

. Discreet

. Ability to work independently

Computer Skills: Windows 7 & prior, Microsoft Office Professional 2007,

Adobe, KRONOS, Quick Books, MAS 2000, Softpro, and Greatplains, Amisys,

Oscar, Filenet, Mainframe, JDEdwards, Citrix, Remedy,

EDUCATION

University of Phoenix, Phoenix, Arizona

Masters of Management

College of Business- Management

Graduated June 2012

University of Arkansas, Little Rock, Arkansas

Bachelor of Arts

College of Professional Studies- Criminal Justice

Graduated May 2003

PROFESSIONAL EMPLOYMENT

Accounting Coordinator, April 2012 to April 2013

Windstream Communications, Arkansas

. Inputting & transmit of vendor invoices for payment application

. Liaison with vendors making changes and researching purchase orders

. Communicating with management and vendors about discrepancies on

purchase orders

. Attending weekly meeting with vendors to discuss accounts payable

issues

. Responsible for manually working daily error report of invoices that

fall out of processing

. Responsible for maintaining payment status and applying credits to

accounts

. Answering vendor inquiries regarding payables

. Assist with special accounting projects to meet deadlines, invoice

cancellations, processing interdepartmental transfers and check

requests

Customer Service, September 2006 to April 2012

Arkansas Blue Cross Blue Shield, Arkansas

. Navigate and analyze pertinent data from various systems to gather

information on customers

. Work directly with medical providers/customers to release

information about member benefits, claims and eligibility

requirements

. Assist out-of-state marketing representatives by offering

alternatives solutions and products

. Follow- up and research any unresolved inquiries and claims in a

timely manner via fax, mail, or email

. Interact with other areas of the organization to resolve complex

issues

. Proactively provide consistent, reliable customer service to promote

the retention of the customer base

Human Resources, October 2004 - September 2006

Arkansas Blue Cross Blue Shield, Arkansas

. Administer FMLA, Short Term Disability, and Worker's Compensation

policies

. Screen and interview 100+ candidates for open positions.

. Perform background checks, applicant testing and other related pre-hire

paperwork.

. Coordinate New Hire Orientations for 700+ temporary employees.

. Coordinate training program, select training content and source

training vendors.

. Oversee daily performance appraisal process for 100+ of workers.

. Manage and track a strict attendance policy resulting in several

terminations.

. Evaluate, analyze and maintain the company's time keeping system,

KRONOS.

. Maintain Human Resource records.

. Compile data to develop reports for the management team tracking

productivity and quality

results for staffing forecasts.

. Produce and analyzed call center daily reports for agents to management

. Identified trends in data that lead to performance gains, customer

satisfaction increases and

cost saving control

. Monitors adherence to company quality assurance goals

Customer Service, January 2004 to March 2009

U-HAUL- Little Rock, Arkansas (part time)

. Assist manager with scheduling/training

. Opening and closing store procedures

. Daily Bank Deposits

. Audit inventory to ensure equipment availability.

. Schedule appointments and set reservations for the pick-up and drop-off

of U-haul

equipment.

. Prepare rental agreements and contracts for all trucks and trailers.

. Generate invoices for rented equipment.

. Perform weekly inventory on all U-haul equipment and accessories

. Contact customers to collect on past due storage payments

Accounts Payable Specialist, June 2001 to January 2004

Wilson & Associates Law Firm PLLC, Arkansas

. Process the full Accounts Payable cycle including matching, batching,

and coding.

. Reviews and determines accuracy of source data, account balances,

calculations, postings,

etc. and investigates and reconciles any discrepancies.

. Prepare journal entries assist on completion and maintenance of general

ledgers as needed.

. Reconcile statements including obtaining appropriate back up and

expense codes to insure

timely payment.

. Verify the accuracy of accounts and manage reconciliation of all

balances on accounts by

working with clients.

. Ensure compliance with internal policies/procedures, generally accepted

accounting

principles and regulatory requirements

. References: Furnished upon request

Contact this candidate