Customer Service Manager

Derek Lane Jones ****************@*****.***

**** ***** ***** ***** +

Fayetteville, AR 72704

Mobile: 870-***-****

Education

Southern Arkansas University, Magnolia, AR

B.B.A., Business Administration (Marketing) + Minor: Spanish

2006

Professional Experience

Wal-Mart Stores, Inc., Bentonville, AR

Wal-Mart.com Finance Supervisor 02/2007 - 12/2009

Responsible for the daily operations and associate development of

Walmart.com's billing department

. Performed financial analysis on customer orders within

Walmart.com's risk server analysis systems

. Evaluated associate performance using specific output functions

. New hire training, peer evaluations, associate praises/concerns,

payroll, handling escalated issues, performing financial

adjustments

. Manage Finance agents in a call center environment; assist with

escalated customer service issues; and research/investigate

potential fraud cases pending consideration for further corporate

investigative action.

. Assisted with training of China Associates for Wal-Mart.com

Finance/Billing Department

QUALITY INN HOTELS Inc., Magnolia, AR 07/2004 - 07/2006

Head Night Auditor, Shinn Enterprises

Managed a six-hotel company's nightly audit team, and

planned/presented P&L statements for hotel General Managers and top

level management, including ownership.

Created company-wide standard for audit procedures and trained

five different locations on these procedures, including:

implementation, job-related procedures, and training

Utilized MS Office (Word, Outlook, and Excel) to make account

adjustments and notify other involved associates via email once

they are complete.

Answered customer service calls, took notes and relayed messages

to appropriate personnel.

Performed month-end account and balance sheet reconciliations

using company-issued software and delivered reports for financial

statement preparation.

Processed other invoices as needed for company AR/AP functions.

Researched invoices for problem solving and notified appropriate

personnel.

BUZZ BUY CONVENIENCE STORES, Magnolia, AR

04/2002 - 07/2004

Assistant Store Manager

Managed store operations in lieu of store manager; ensured that all

store functions were performed on a daily basis, including: ordering,

merchandising, payroll, employee relations, and general retail

functions.

Completed managerial paperwork, including: P&L statements (bi-

monthly), daily ledger/journal entries, made financial bank drops

for store, performed payroll functions, and peer/employee

evaluations.

Ordered stock bi-weekly for vendor replenishment.

Merchandised stock from back room to sales floor (set up

displays, store resets/revisions on a monthly basis,

rotated/accounted stock from perishable areas)

Performed customer service duties, such as: receiving money,

customer inquiries, and helped other stores within company with

personnel issues (filled in for employees).

Reported and inventoried stock, including gasoline usage, dry

goods (candy, cigarettes, etc), and helped keep shrink at a

minimal level through effective replenishment means.

Derek Lane Jones

Page 2

Computer Skills

Microsoft Office (Access, Excel, Outlook, PowerPoint, Visio, Word),

Microsoft Publisher, Internet Explorer, Windows XP, Retail Decisions,

LexisNexis, Accurint, Targus

Wal-Mart Applications: Retail Link, Avocado, KANA, PeopleSoft

Awards/Achievements

Arkansas State Winner - International Business - Spring 2005

Walmart.com Associate of the Month - October 2007

Walmart.com Associate of the Quarter - Fall 2007

Walmart.com Associate of the Year - FY 2007

References

Sherri Overton

Senior Finance Manager, Walmart.com Finance

1300 SE 8th Street

Bentonville, Arkansas 72716

Office: 479-***-****

Email: ******.*******@***-****.***

Erlinda Garza

Finance Manager, Walmart.com Finance

1300 SE 8th Street

Bentonville, Arkansas 72716

Office: 479-***-****

Email: *******.*****@***-****.***

Dr. Lisa Toms

Associate Professor of Marketing and Dean, SAU College of Business

PO Box 9410, Slot 17

Building/Office: BUS 345

Magnolia, Arkansas 71754

Office: 870-***-****

Email: ******@******.***

Dr. James Clark

Associate Professor of Marketing/SAU SIFE Advisor

PO Box 9219, Slot 40

Building/Office: BUS 301

Magnolia, Arkansas 71754

Office: 870-***-****

Email: *******@******.***

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