Customer Service Manager

Summary

Certified Internal Auditor with ** years experience in large global

companies. Extensive experience delivering comprehensive Internal Audit

Services, managing large Sarbanes-Oxley (SOX) projects and developing

infrastructure within project teams. Strong communication and project

management skills and experienced reporting at Board Level and to Audit

Committees.

Experience

2009 - Present

Internal Assist companies in timely completion of internal

Audit/SOX audit initiatives. Played key role in SOX

Consultant engagement for international semiconductor company.

Devised more effective testing procedures. Created

documentation for the inventory reserve process at

the request of external auditors.

2007 - 2008 Mattel, Inc

Director, Created organizational risk profile and audit plan

Internal Audit with input from 50+ members of senior management

for presentation to the Audit Committee. The

process and resulting deliverable provided a more

coordinated and streamlined approach to managing

risk across the organization.

Planned, directed, and executed

financial/operational audits of global business

units and corporate functions.

Conducted external quality assessment review and

educated the team on Internal Audit Standards. Led

professional development and teambuilding

activities to enhance departmental knowledge,

engagement and performance.

1999 - 2007 Ernst & Young Risk Advisory Services

Senior Manager Delivered quality client service using exceptional

project management skills. Managed client

expectations, developed and executed risk-based

audit plans, negotiated issues, created

deliverables, presented to Audit Committees, and

managed budget/engagement profitability.

Led year-one SOX initiatives for three key clients.

Collaborated to drive timely and successful project

completion. Created infrastructure and supervised

revolving teams in multiple locations. Documented

and tested internal controls at both process and

entity levels.

Identified opportunities to strengthen controls,

enhance processes, and reduce costs for numerous

clients. Analyzed data in Payroll and Accounts

Payable reviews to establish benchmarks, review for

trends, and identify anomalies. Reviewed financial

statement close process and developed best

practices checklist to improve accuracy and reduce

cycle time.

Coached and counseled staff on multiple concurrent

engagements. Set performance expectations,

monitored progress, and mediated conflicts as

necessary.

Led training and employee engagement initiatives

for 130 employees in seven locations resulting in

improved employee satisfaction scores. Program

areas included: resource planning, recruiting,

onboarding, career mapping, training, and

performance management.

1994 - 1999 J. C. Penney Company (Orange County, CA)

West Region Delivered internal audit services to 400 retail

Audit Manager stores with combined revenues of $6 billion. Used

in-depth knowledge of systems and procedures to

become a trusted advisor to Store, District and

Regional management.

Developed numerous applications and techniques to

monitor store operations, reduce inventory

shrinkage, identify errors and detect fraud.

Delivered operational training to 80 newly promoted

store managers.

Participated in Requirements Definition and Vendor

Selection phases of projects to reengineer and

automate Store Cash Room/Sales Audit functions.

1988 - 1994 J. C. Penney Company (Dallas, TX)

Operational Conducted break-even analysis for major

Auditor manufacturing division resulting in restructured

training for 750 employees.

Led operational reviews of manufacturing sites,

customer service centers, and corporate functions

to identify factors impacting profitability.

Designed software application and queries to assist

management in monitoring operations.

Information Evaluated store systems under development to ensure

Systems compliance with SDLC methodology and adequate

Auditor controls.

Mapped business processes to identify opportunities

for system and process improvements. Monitored

progress of management action.

Education/Certification

. BS in Accounting and Information Systems, Jacksonville State

University, Jacksonville, AL

. Certified Internal Auditor (CIA)

. Certificate in Project Management, Cerritos College 2009

. Leading Successful Organizational Change, UC Irvine 2009

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