Customer Service Manager

Beverly Wallwork

******@*****.*** 585-***-**** (phone/text)

www.linkedin.com/bwallwork

____________________________________________________________________________

_________

Summary of Qualifications

Organized professional with cross-functional experience in Accounting,

Customer Service and Operations. Effectively establishes and maintains

solid trusted relationships by using developed interpersonal skills.

Incorporates company vision and mission statement professionally and

ethically.

Accounting - Expertise with government and corporate financial reporting.

Assured compliance with complex regulations and audits, managed loan

guaranty fee payables and receivables including resolving discrepancies and

implementing efficiencies.

Customer Service - Extensive experience supporting the needs of external

and internal customers. Collaborated with cross-functional areas for issue

resolution and to monitor existing processes for effectiveness. Direct

contact with customers to resolve issues or re-direct calls appropriately

for the best outcome.

Operations - Effectively defined and developed processes and procedures.

Provided training and created tools to monitor and measure process

effectiveness. Subject matter expert resource for new products and services

projects. Able to leverage functional and business knowledge to deliver

results.

Relevant Skills

Effectively Organizes Priorities Quick Books Solution

Oriented

Develop/Customize Personal Budgets Microsoft office 2007

Interpersonal Skills

Professional Experience

Eye for Organizing, Rochester NY 8/2010

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Owner/Organizing Consultant (part-time)

Work with clients to teach organizing skills within the home.

Provides personal assistance for set up of financial budget, bill paying

and appointment scheduling.

Hands on bookkeeping for self-owned proprietary business.

. Successfully defines objectives to achieve client goals.

. Manage all aspects of financial reporting for proprietary business.

. Developed presentations focused on specific audiences and topics.

Browncroft Community Church, Rochester NY 9/2010

- 7/2011

Office Assistant

Provided administrative support for directors of various ministries.

. Developed procedures for internal member data base.

. Participated on the Emergency Response Team.

Literacy Volunteers of Rochester, NY 4/2010

- 6/2010

Tutor

Under short term contract, Assisted BOCES adult students preparing for

their GED test.

. Prepared lesson plans to help students with math and computer skills.

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Beverly Wallwork

******@*****.*** 585-***-**** (phone/text)

www.linkedin.com/bwallwork

____________________________________________________________________________

____________

Citi, The Student Loan Corporation, Pittsford NY 11/1989

- 10/2008

Finance/External Relations 2002-2008

Liaison between the student loan lender and guaranty agencies for loan

procedure and process updates.

Successfully built and maintained strong collaborative relationships.

Facilitated the review and execution of legal agreements and communicated

regulation changes timely.

. Navigated a project team to implement a government re-instated loan

fee process.

. Negotiated processes to deliver positive results for the business as

well as external agencies.

. Annual Customer Satisfaction survey results showed a year over year

increase by at least 10%.

Financial Operations Manager 1995 - 2002

Managed the reporting of federal required financial and non-financial data

during the life cycle of each student loan. Accountable for reconciling

loan insurance fee payments and refunds.

. Maintained error rate under 2% when industry standard was 10%.

. Successfully passed audits and implemented improvements to processes

and procedures.

. Participated as a subject matter expert on multiple projects.

. Formally recognized as a key contributor after the implementation of a

new loan origination system.

Accounting Specialist 1989 - 1995

Posted and reconciled general ledger transactions. Produced appropriate

reports to support financial activity.

Practiced strict accounting policies as well as participated with internal

audits.

. Consistently met standards by applying experience and knowledge in

accounts payable.

. Produced and provided financial reports to higher level management.

. Proven ability resulted in a role expansion to include guarantor

reporting activity.

Education

B.S. Organizational Management, Robert Wesleyan College, Rochester NY

(2007)

A.A.S. Accounting, Monroe Community College, Rochester NY (1995)

Professional Organizers Training Program - Certification (2010)

Professional Affiliation

Rochester Women's Network

National Association of Professional Organizer

National Association of Women Business Owners

Recognition

> Received peer nominated business recognition for integrity, work ethic

and customer focus.

> Presented with 2 corporate People's Choice Awards for outstanding

performance.

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