Customer Service Quality Assurance
Resume:
Detrus L. Terrell
Decatur, GA 30035 *************@*****.***
HIGHLIGHTS AND QUALIFICATIONS
Proven success as a Team leader; strong motivational skills
Effective in handling, anticipating, preventing and identifying problems
Excellent ability to troubleshoot onsite technical problems
Highly dependable, punctual and efficient
Candidate for Certified Public Accountant
EDUCATION
Bachelor of Science, Economics
Eastern Michigan University
Masters of Accounting and Financial Management Keller
Graduate School of Management
Masters of Business Administration
Keller Graduate School of Management
ACCOMPLISHMENTS
. Assumed leadership position in the treasury department which had been
experiencing slow reconciliations of account which helped eliminate
issues of theft.
. Create system to track daily deposits of cash and credit cards of over
70 banks that lowered the error ratio of deposits.
. Extensive experience handling a variety of different retail stores
through various levels of communication, from independent vendors,
major distributors, and to warehouse staff.
. Reinforced and coached team members through intensive training and
other innovative techniques
PROFESSIONAL EXPERIENCE
09/07-06/11 Treasury Accountant The Paradies
Shops, Atlanta, GA
. Reviews the various accounts, financial summaries, and statements to
recommend improvements or revisions in the accounting system or its
procedures.
. Prepares entries, reviews entries, and documents prepared by others to
ensure accuracy, propriety, proper account coding, adequate
explanations, and other applicable information in accordance with
federal and state regulations.
. Develops and prepares departmental financial reports and budgetary
statistics.
. Reconciles accounts and adjusts irregularities.
. Audits subsidiary journals, registers, and other original entries for
accuracy and propriety.
. Reviews the various accounts, financial summaries, and statements to
recommend improvements or revisions in the accounting system or its
procedures.
. Prepare monthly variance analysis.
. Analyze business performance to maximize operations.
. Review general ledger accounts and correcting journal entries.
. Conduct initial internal control evaluations.
10/05-08/07 Accounts Payable Coordinator Brock
Built, Atlanta, GA
. Responsible for managing process for all vendor record creation and
maintenance and related reporting including 1099 and other internal,
audit and regulatory reporting as required.
. Respond to staff escalation of questions and issues, including
interpretation of policies and procedures. Identifies gaps in existing
policies and procedures and participates in the implementation of
operational and customer service initiatives.
. Oversees the design, development and implementation of statistical
reports to analyze the speed, level and quality of service and
provides related feedback and suggested improvement solutions to
senior management.
. Performs other related duties and special projects as assigned.
. Review and verify approval of all invoices and check requests to
ensure that data is correct and complies with company policies and
standards
. Coding and batch entry of administrative and office expense invoices
(700-1200 per week)
01/03-09/05 Office Manager/AP Coordinator Mortensen Woodwork, Union
City, GA
. Prepare daily, weekly and monthly reports, presentations and written
correspondence.
. Maintain calendar of due dates of regularly scheduled reports and
ensure all contributors.
. Record all manual checks issued by the facilities accurately &
efficiently.
. Oversee insurance applications and maintenance process
. Maintained calendars, regularly prioritizing and arranging meetings,
conferences and appointments
. Arranged necessary travel reservations, itineraries, and
anticipates/prepares background materials necessary for international
travel. Coordinated all luncheons and offsite Holiday functions
1996-2002 Branch Manager
Flagstar Bank, Ann Arbor, MI
. Trained staff on effectively negotiating and resolving customer
issues.
. Training and coaching banking staff to ensure financial objectives and
service standards are met.
. Maximizing customer retention by offering superior personal service.
. Developing partnerships with lines of business for customer
relationships and probability.
. Performs quality assurance function through the review of payroll
change forms, reports
and HR correspondence to ensure accuracy of data, adherence to
procedures.
. Supports the HR Department in gathering and reporting of information
regarding
compensation, survey data, exit interview, headcount, and other HR
metrics
1998-2002 Guest Services
Mervyns, Ann Arbor, MI 1993-1996 Teller
Supervisor Standard Federal Ann Arbor,
MI
TECHNOLOGY EXPERTISE
Microsoft Outlook, Microsoft Word, Microsoft Access, Microsoft Excel,
Microsoft PowerPoint, Great Plains, Timberline Software, Peachtree
Software, TOM Accounting Software, Solomon Software, Tax Cut (H&R Block
Software), QuickBooks, GERS Retail Merchandise Software, Megastat
ACTIVITIES & INTERESTS
. Junior League of Atlanta GA
. Big Brothers Big Sisters of Atlanta GA
. Member of Eastern Michigan University Alumni Association
Contact this candidate