Customer Service Quality Assurance

MICHELE SPERFSLAGE

**** ****** ****** **** **

Cedar Rapids, IA 52405

319-***-**** Home - 319-***-**** Cell

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

PROFESSIONAL SUMMARY

Self motivated, results oriented, driven by challenge and a desire to do

what is right for both company and people. Experience obtained in multiple

industries. Excels at being company and customer-focused, organized, and

knowledgeable about process improvement. Effective interpersonal and

communication skills with multiple department and levels of management.

Recipient of multiple awards for commitment to excellence in performance

relative to Sarbanes-Oxley Compliance. Areas of expertise include:

. Planning/Time Management

. Auditing

. Excellent Employee Relations

. Self-Disciplined

. Communication Skills

. Investigation/Analysis

. Detail-Oriented

.

PROFESSIONAL EXPERIENCE

VERIZON BUSINESS, Cedar Rapids, IA

2004-2010 Analyst; Billing - List Rate Management / Auditor; Billing

Quality Assurance

Maintained billing systems requiring attendance on project calls for new

releases and system migrations to assist in identifying system impacts of

proposed development. Defined audits to ensure accuracy of information

entered or modified. Assigned as Sarbanes-Oxley 404 Compliance Auditor for

List Rate Management (LRM) group who maintained ~12 billing systems.

Audited and analyzed data, employing queries, as relates to accuracy of

assigned billing platform.

. Utilized knowledge of table data and Access skills to retrieve system

data which prevented migration of incorrect details into new billing

system, allowing for correct billing of Federal Universal Service Fund

charges.

. Achieved group goal of 100% SOX compliance through attention to detail,

working and communicating effectively with co-workers, internal auditors,

and management.

. Identified during Sarbanes-Oxley audit, malfunction of billing systems

automated control. Communication and follow up with appropriate contacts

ensured restoration of missing control.

. Generated prompt research and analysis of Suspended Revenue Error Report

that allowed for implementing solution ~$500 to $300K revenue ranges from

error files to billing stream.

. Prevented overstatement of revenue and decrease in billing accuracy by

identifying during audit duplicate billing of ~$15K.

. Initiated prompt research, analysis and distribution of Revenue "At Risk"

Report that enabled system users to correct issues prior to next billing

run, allowing for successful billing and timely collection of revenue.

. Discovered during audit error in processing of customer discounts

amounting to ~$800. Resolved error resulting in assignment of accurate

customer credits.

MICHELE SPERFSLAGE Page 2

DAYSTAR - ACCOUNTEMPS - SPHERION-REMEDY, Cedar Rapids, IA

2002-2003 Contractor

Excelled in completing various temporary assignments after completing

undergraduate degree. Positions were: Assistant to Billing Analyst,

Accounting Clerk, Legal Receptionist and Data Entry Clerk.

PARKER HANNIFIN, Hiawatha, IA

2000-2001 Customer Service Specialist

Formulated and implemented plans with little guidance to insure commitments

met. Prepared and submitted monthly report on time. Provided best customer

service resulting in continued partnerships and recognition from customer

for superior customer service and by management for accuracy and "doing it

right the first time".

INTERNATIONAL LOGISTICS CONSULTANTS, Cedar Rapids, IA

1998-2000 Account Manager

Reported to President and Vice-President to complete major corporate

transactions in North America area with emphasis on Midwest. Prepared and

submitted documentation for International market with import/export

services.

. Managed distribution processes, analyzed cost and process flows, and

identified strategic alternatives to provide transportation partners with

best solution alternatives.

WESTSIDE TRANSPORT, Cedar Rapids, IA

1994-1998 Inside Sales / Project Coordinator & Driver Services /

Accounts Receivable

Consulted with customers to maintain transportation partnerships. Answered

questions, analyzed and resolved disputes or discrepancies, reviewed

traffic patterns and rates published. Prepared performance reports.

Inputted accurate and timely coding, calculation and entering of deposits.

Keyed, generated and audited invoices; assisted in collection of delinquent

accounts.

. Delivered "New Driver" Orientation presentations, conducted interviews

and provided facility tours. Prepared owner operator leases, insurance

agreements and quit settlements.

. Initiated, created, and led multiple teams in innovative and focused

planning process instrumental in setting and communicating goals,

generating specific department plans and overall morale and training.

. Persuade customers to pay amounts due on account, damage claims, or

nonpayable checks.

EDUCATION

MA, Accounting & Finance, Keller Graduate School of Management, Completion

6/10 - Distinction

BS, Applied Business, Mount Mercy College, Cedar Rapids, IA

AS, Accounting Career Option, Kirkwood Community College, Cedar Rapids, IA

TECHNICAL/COMPUTER SKILLS

Windows XP - Vista - Microsoft Word and Excel - Macro Editor - AS400 -

SO-Comply - Access - Oracle - Standard Query Language (SQL)

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