Customer Service Quality Assurance
Resume:
KAVEETA BURRES
CHICAGO, ILLINOIS 60652
*******@*******.***
SUMMARY:
A hardworking and dependable administrative professional with
demonstrated expertise in customer service, analytical and problem
solving skills, database maintenance, financial reporting, internal
communications, account management, demonstrations, and
correspondence. Coordinates multiple day-to-day activities for
accurate, timely completion while achieving long-range objectives in
an effective and professional fashion. Works cross departmentally to
ensure high-quality, expeditious customer service, and accurate
financial reporting, enabling an environment of profitability. All
administrative and clerical duties done independently or with a team
for completion of all duties.
WORK EXPERIENCE:
AMERICAN MEDICAL ASSOCIATION
Sr. Customer Service Representative/Account Specialist
Dec. 1996 - May 2009
. Managed all financial aspects for the AMA ePhysician Profile
Service including maintaining associated customer account databases
(19,000+ customers, annual gross revenue of $9 million).
. Sole provider of superior quality customer service for account
management to resolve complaints and discrepancies on account
status, checks and credit card transactions, service, and pricing
via internet, e-mail, mail, and incoming calls.
. Served as the primary liaison between the department and Finance,
maintain accurate financial summary reports reporting daily,
weekly, and monthly profile sales and revenue across the various
payment types (credit card, check and ACH and wire transfers) and
budget categories including disputed credit card sales. Handled all
transactions (refunding, voice authorizations, deposits,
chargebacks). Assisted with completion of 1099 forms.
. Performed computing, classifying, and recording numerical data into
Excel spreadsheets. Also performs any combination of routine
calculation and posting. Retrieve and maintain checks from online
imaging bank system and batch checks daily. Managed and tracked
invoices.
. Processed and posted high volume of account receivables and account
payables vouchers daily. Reconcile charges and checks daily.
Entered payments and made all necessary adjustments to customers'
accounts.
. Continuous editing of on-line database regarding account
information (tax exemption, address, contact information, changes
within orders, pricing, adding new customers) Prepared and tracked
negative and positive balance letters to minimize risk of financial
loss and annually yearly write offs. Prepared billing statements
monthly and collection reports bi-weekly.
. Prepared month end financials and daily progress reports supporting
Finance with general ledger entries and revenue management.
Entered payroll for over 60 employees.
. Maintain reporting monthly to support the accuracy and balance of
revenue as recorded by Finance and against customer accounts on the
on-line internet system using Crystal Reports.
. Provided support and contribute to leadership decision making on
areas related to internal financial recording and annual auditing
for profile revenue and sales.
. Track and insure all financial contractual agreements for
department with vendors to final execution. Processed and
dispersed grant funding.
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. Assisted with creations, running programs, writing, and developing
structures in Access, Excel, Crystal Reports, Informix, AIMS,
Business Objects, and SQL which impacted customers financially
. Implemented several ideas for improvements that were implemented:
procedure manual, ACH acceptance, credit card type, credit card
security codes, usage of lockbox, check imaging system
. Assisted technical support manager with database creation,
monitoring and troubleshooting regarding online service.
. Monitored and tracked downtimes and performance for online system
and credit card database.
. Worked with IT to resolve technical issues about online systems in
order to maintain workflow day to day
. Created and updated all processes and procedural manual for the
position of Sr. Customer Service Rep/Account Specialist for the
last 10 yrs and is being used today.
Senior Profile Assistant
Oct. 1989- Dec. 1996
. Trained and supervised over10 staff members and 20 summer interns
for ePhysician Profile Service. Assisted in hiring, firing,
evaluations, probations, warnings, and upper management meetings.
. Maintained current information for existing accounts and entering
information for newly established accounts; assisted with
maintaining department workflow and in the assessment, evaluation,
and /or testing of new databases implemented within the department
. Prioritized and processed all fax requests for the profile service;
responded to high volume inbound calls. Tracked and handled
discrepancies on physician profiles until completion.
. Established and executed methods used for quality assurance for all
profile products regarding medical training, medical schools and
other information detailed on profile for maintaining quality.
Assisted staff with handling of difficult customer discrepancies
and complaints.
BREWER-SMITH, LTD.
Administrative Secretary
Aug. 1988 - Aug. 1989
. Scheduled and conducted demonstrations of the firm's accounting
system to new clients.
. Answered 16 line telephone switch board at accounting firm.
. Responded to inquiries from potential clients and complaints
. Typed letters, reviewed documents and prepared court papers.
. Processed general accounting and remittances.
EDUCATION:
Completed - Feb. 2007
University of Phoenix
Major: BA in Business Administration
Magna Cum Laude - 3.89 GPA
COMPUTER SKILLS:
Access, Excel, SQL Editor, Word Perfect, Windows and
Windows XP, Microsoft Word (Suite, OS, Visio), DOS,
CreditNow, Verisign, Business Objects, Basics on D-
Base, Powerpoint, Hyperion, Groupwise, Paypal,
Quickbooks, Cybercash, Crystal Reports, Lawson
Payroll Application, On-line Internet Financial
Services & Programs
REFERENCES UPON REQUEST
Contact this candidate