Customer Service Manager

OBJECTIVE: A position utilizing my strong business, analytical and system

skills. A managerial role that is team oriented since my work experience,

as well as Business school have cultivated this approach.

KEY SKILLS:

. Analytical

. Customer Service

. Communication

. Creative

. Leadership & Strategic

. Reliable/Responsible

. Organizational & Problem Solving

. Interpersonal

MARKETING MANAGER - January 2009 to October 2009

Island Massage and Skin Spa & Island Fine Art Gallery, Crescent Beach FL

. Temporarily filled in for an employee leave by managing the daily

operations of the Spa. Previously, I managed the operations of the on-

site Art Gallery.

. Key skills utilized were in sales, marketing, advertising & event

planning

SENIOR ACCOUNTING COMPLIANCE ANALYST - December 2004 to May 2005

Winn-Dixie - A National Grocery Retailer, Jacksonville, Florida

. Part of the Sarbanes-Oxley Compliance initiative that involved the review

of financial processes for control gaps

. Gained experience with the ERP, People Soft and MS Visio

MANAGER - 1997 to July 2004

Ernst and Young LLP (E&Y) - A Leading CPA Firm, Cleveland, Ohio and San

Francisco, California

COMPUTER SECURITY AND PRIVACY:

. Member of National Health Insurance Portability and Accountability Act

(HIPAA) team that assisted in developing and maintaining methodology,

tools, client deliverables and relationships, including a key one with

the American Hospital Association

. Provided sales assistance with items that included proposals, MS

Powerpoint presentations, development of a MS Access database and

technical support for the HIPAA regulations

. Chaired bi-monthly calls with our area sales and delivery leaders,

organized our meetings, as well as directing the updating of content for

our website and other marketing materials

. Obtained the Certified Information Systems Analyst (C.I.S.A) designation

for this role

. A key deliverable was the creation of the Certification product line -

specifically a computer security work plan and how it interfaced with an

audit

DATA ANALYSIS:

. Part of the team responsible for building "a first of its kind" data

analysis facility

. Presented to 100+ service delivery people on 'Value Added Data Analysis"

. Recruited, trained and managed 10+ new hires to perform Computer Assisted

Audit Techniques (CAATs) using ACL, MS Access, SAS, and other software on

electronic financial data

. Reviewed and analyzed the generated Crystal Reports for accuracy, against

benchmarks and value prior to delivery

. Defined the requirements for the initial Lotus Notes system used for

managing over 100+ clients from across the United States

BUSINESS ANALYST - 1996 to 1997

Loblaw Companies Limited - An International Wholesale & Grocery Retailer,

Toronto, Canada

. Responsible for defining the system development requirements for the

product division of the company

. Used MS Project and evaluated other software for critical path analysis

of the development of products

. Trained on Oracle in order to perform direct SQL queries against the

primary database system

. Led three programmers in providing management financial information of

key performance indicators

SENIOR ACCOUNTANT- 1995 to 1996

Loblaw Companies Limited, Toronto, Canada

. Responsible for the financial reporting of the U.S. Division

. Co-coordinated the external audit of this division, in addition to

managing two employees

EDUCATION:

The University of Toronto, Bachelor of Commerce Degree

Certified General Accounting Designation (C.G.A.)

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