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Customer Service Manager

Location:
Buena Park, CA, 90620
Posted:
April 21, 2010

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Resume:

DENISE L. LOERA

**** ***** ****** **.

714-***-****

Buena Park, CA 90620

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

AUDIT AND FINANCE OPERATIONS PROFESSIONAL

Accomplished finance operations professional with over ten years experience

performing operational audits, monitoring cash and inventory, and analyzing

areas of compliance with the ability to concurrently manage multiple

projects and meet deadlines that achieve business objectives. Key

competencies include:

Risk Analysis / Loss Prevention Sales / Operations Support

Cash / Inventory Controls Internal Audit - Retail

Workgroup Management Sarbanes-Oxley Compliance

Report Analysis / Ad Hoc Large Group Presentations

Reporting

Problem Resolution Training

EXPERIENCE

SPRINT NEXTEL CORPORATION, Overland Park, KS

1996 - 2009

Risk Prevention / Business Process Analyst, Irvine, CA (1998-2009)

Supported company Sarbanes-Oxley requirements by performing in-depth

reviews of operational performance and monitoring compliance of company

policies and procedures in cash and inventory activity for over 60 retail

locations across four states.

. Conducted annual SOX audits of corporate retail locations. Reviews

included cash and inventory audits, point of sale activity, security and

human resources.

- Communicated audit results with retail management upon completion

of review and developed an action plan to address deficiencies.

- Created a permanent record of audit results in LPMS software and

published detailed summary to upper management.

. Served as operational partner and compliance subject matter expert to the

retail organization to ensure staff was properly trained on company

policies and operational procedures. Provided support and guidance to

reduce operational risk and improve profitability.

- Conducted training via one-on-one meetings, district management

meetings and area-wide operations meetings for Southern California

and Nevada. As a result, each market was able to successfully pass

a comprehensive corporate audit review.

. Led cross-departmental team of 10+ members on national Finance Cash

Controls Taskforce.

- Partnered with Treasury, Cash Accounting and Retail Operations to

develop cash activity reporting, assess risk and improve banking

procedures.

- Developed new Cash Variance reporting which reduced monthly review

time by 6-8 hours for each of the 29 finance analysts nationwide.

Reporting was adopted by the retail organization and utilized to

find reasons and resolutions for shortage and overages in cash.

. Analyzed compliance reports to identify pertinent issues and possible

employee fraudulent or inappropriate activity. Distributed reporting to

retail management with suggestions to drive improvement. Markets

supported, including Southern California and Hawaii, were consistently

considered top performers operationally.

. Self-reliant employee, worked independently from home office when not in

the field.

- Proactive member of a team, led bi-weekly conference calls with

West Region peer group to discuss issues and share best practices.

Denise Loera - 714-***-****

Page Two

SPRINT NEXTEL CORPORATION (cont.)

Production Support Supervisor (1997-1998)

Supervised 13 employees responsible for processing an average of 9,000

transactions monthly.

. Managed staff to ensure accurate and timely processing of inventory

fulfillment and return authorization requests for retail stores, billing

for B2B, Telesales and Third Party orders.

. Monitored the daily preparation of check refund requests, deposit

preparation, application of payments to the accounts receivable and non-

sufficient funds check posting.

Credit Analyst (1996-1997)

Created and maintained credit policy and manual review scripting in

conjunction with management and vendor.

. Provided monthly metrics of credit class assignments, new accounts and

activations.

. Participated in several cross-functional teams to support the market

launch.

. Acted as a liaison for credit bureaus.

PANA - PACIFIC SOUTH, Santa Ana, CA 1991 -

1996

Activations / Customer Service Manager (1996)

Processed cellular phone activations for local retail businesses as a

mobile number broker for Air Touch (now Verizon).

Office Manager (1993-1996)

Supervised the operations of a cellular phone distribution center and Air

Touch mobile number broker.

Credit Manager (1991-1993)

Analyzed and authorized credit lines, monitored delinquency rate and

determined when to assign accounts to collections agency or suggest bad

debt write off.

EDUCATION

Cypress Community College - Cypress, CA



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