Customer Service Manager

Katherine A Quinn Email:

*********@*****.***

*** * ******* **., *** C Phone: 717-***-****

Carlisle, PA 17013

Objective: Looking for established company using policy and procedures to

provide a variety of services. Access to and regularly works with

information of a sensitive, highly confidential nature; and regularly deals

with diverse matters, which require a working knowledge of the business.

August 2006 - March 2011 Tax Preparer, H&R Block, Council Bluffs, IA

Office Manager, H&R Block,

Omaha, NE

> Greet all clients; make clients feel welcome and comfortable.

> Conduct a thorough in-person interview with clients.

> Provide details to client concerning appropriate company products and

service.

> Complete all related tax forms in accordance with policies, and in

compliance with tax laws.

> Check the "hold" drawer daily and contact for additional information,

as necessary, to ensure accurate completion of tax returns.

> Audit all tax return forms for accuracy and completeness (i.e. client

signatures).

> Research tax related questions and issues, and respond to clients

appropriately and within a timely manner.

> Maintain a positive image, and keep work area neat and clean.

> Resolve client complaints, or refer situations to Manager (as

appropriate) for resolution.

> Performs other duties as required.

March 2008 - July 2008 Typist, Dakota Title & Escrow Co., Council Bluffs,

IA

> Take orders by phone, fax, mail and email; Billing, invoicing, sending

Title searches and Abstracts of title to clients.

> Type Title search reports, Title Insurance Commitments and Abstracts

of title using run sheets and a specialized format for the reports.

July 2007 - Sept 2007 Customer Service, Ford Motor Credit Co., Omaha, NE

> Resolve incoming calls from Customers, Auto-Dealers, Insurance

Companies, Banks and Third Parties.

> Process request within the company policy and procedures, using three

different systems.

> Troubleshoot Internet account problems with customers on-line.

December 2006 - July 2007 Customer Service, Hemphill Staffing, Omaha, NE

> Billing, Invoicing, Order entry, Research CC denied orders, A/P, A/R,

Cash application, Trial balance reports.

> Assigned to several different clients at different locations, with

various needs.

December 1999 - August 2006 Various positions, ConAgra Foods/IHF, Omaha,

NE/Milton, PA

> Evaluate customer performance and determine the acceptable risk based

on company policy.

> Handled special accounts - Foodservice Schools across the US and

Grocery accounts in NE, MO, IA and KS.

> Maintain close contact with Brokers, Pricing Clerks, Orders,

Salespersons, Traffic, Billing and EDI to assist in proper resolution

of any chargeback or billing issues.

> Compile reports for Bumblebee Seafood to bill for chagebacks taken

against ConAgra using SAP R2, Excel, Word, and Access.

> Maintain DSO (92%) on past due A/R for assigned area.

> Back up for Collection Supervisor.

December 1998 - December 1999 Claims Analyst, IAB, Hamlin, PA

> Worked on clients site at IHF, Milton, PA

> Maintain Works database of $1M in chargebacks.

> Validate chargebacks, if valid would inform client to honor the claim.

If invalid, would gather paperwork needed to collect funds for the

chargeback.

> At the end of the month all the chargebacks that were collected, would

be billed using works.

August 1991 - December 1998 Credit Analyst, Shop Vac Corp, Williamsport, PA

> Responsible for the research needed on new client applications, also

the set-up of new accounts.

> Responsible for cash forecasting on area assigned.

> Collection of past due invoices, deductions and review orders pending.

> Maintain borrowing base certificate for the company, FCIA and Vendor

Insurance Certificates.

Education: A+ Computer Repair Certificate, Penn College of Technology,

affiliate of Penn State University - 1999

Computer Skills: MS Office, WordPerfect, Works, Excel, Word, PowerPoint,

123 Lotus Notes, GroupWise, People Soft, Proprietary Tax Software, On-

Demand, File-net, Right fax, Adobe, D&B, Cobol, RPG, MS 95,97,98,2000,

Millennium, XP, SAP 1 & 2, BPCS, EDI, AS400, BW, Mainframe.

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