Customer Service Quality Assurance

TONITA JEFFERSON

**** *** ***** **., ***. G ( Bedford, TX 76022 ( 817-***-**** (

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

SUMMARY

Expertise in analyzing, investigating and correcting errors to customer

accounts. Ability to multi-task and work in a fast-paced environment.

Excellent written and oral communication and organizational skills. Detail-

oriented person with strong analytical and problem solving skills.

Providing attention to detail with strong customer service focus.

Demonstrated ability to handle confidential information

EDUCATION

MBA- Human Resources

Anticipated Graduation Date: Spring 2011

Columbia Southern University

Orange Beach, AL

MS, Criminal Justice

October 2009

Columbia College Columbia,

MO

BA, Criminal Justice

December 2005

Columbia College Columbia,

MO

PROFESSIONAL EXPERIENCE

MCKESSON CORPORATION, Carrollton, TX

2008-Present

DATA ENTRY OPERATOR

Responsible for data entry of invoices and source documents into SAP.

Verifies each document meets quality control standards and performs

clerical tasks in the data processing function. Examines, revises,

approves and dispatches input and output materials according to established

specifications. Exports data from ApplicationXtender database into Excel.

Sends exported data to managers for review. Performs quality assurance of

imaged documents. Provides Subject Matter Expertise on assigned accounts.

. Cross-trained and trained new employees on departmental procedures.

. Indexed and processed average of 900-1000 invoices daily with 99%

accuracy.

. Received award for customer service and accountability.

MCKESSON CORPORATION, Carrollton, TX

2005-2006

REBATES ACCOUNT ANALYST

Provided customer and manufacturer management through research,

reconciliation and processing results of exception reports or denied

chargeback information. Accurately prepared, loaded and reconciled all

contract/chargeback information. Performed chargeback process by back-end

reconciling (processing re-subs, add-bills and write-offs on chargeback

variances). Monitored and maintains EDI. Performed research on a moderate

to extensive number of contract issues from the results of discrepancy

resolutions. Examined vendor contracts to verify pricing. Supported

Account Lead, Field Account Managers, Sales Administrators and Contract

Administration.

. Managed over 50 accounts and reduced the number of discrepancies.

. Provided Subject Matter Expertise on assigned accounts.

TONITA JEFFERSON 817-***-****

PG. 2 OF 2

ENTERGY SERVICES, Little Rock, AR

2002-2005

BILLING ANALYST

Set up newly acquired customer accounts and recorded termination of

accounts in SAP. Updated and verified customer rates from daily rate

validation report. Worked bill adjustments from the daily billing variance

report. Provided customer service to customers with escalated billing

issues.

. Trained incoming employees on departmental procedures.

FLAKE-WILKERSON/MARKET INSIGHTS, North Little Rock, AR

1999-2002

TRANSCRIPTION TEAM LEAD

Transcribed customer comments to surveys. Proofed and edited transcribed

comments for delivery to the client. Entered data from mail-in surveys into

the computer system. Performed quality assurance on transcribed data.

. Co-wrote departmental training manual and implemented training tests

for new employees.

. Trained current and new employees on departmental procedures

. Received incentive bonuses for attendance and quality performance.

TECHNICAL SKILLS

Experienced in Word, Excel, Access PowerPoint, Outlook, SAP, JD Edwards,

SPSS.

Typing speed of 70 WPM.

Data Entry speed of 12,000 KSPH

Contact this candidate