Customer Service Manager

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SUMMARY

Claudia Ledesma

*** * *** **, ** Porte, TX 77571

Phone: 713-***-**** Alt: 281-***-****

E-Mail: *******.*******@*****.***

With 10 years experience in accounting and information technology, I have

developed my strengths in

accounting information systems, data warehousing, and financial accounting.

I practice excellent written and verbal skills to communicate business

needs, and I utilize active listening skills to understand the needs and

concerns of my peers. I offer support to our business leaders and

department heads for improving operations and eliminating counter-

productive accounting behaviors. I also feel that my past experience over

the last 15

years as a department head has strengthened my persuasion, negotiation,

and documentation skills. As a leader,

I provide tutelage and guidance towards developing others as a means of

improving business goals. I have an affinity for attention to detail and

strong creative problem solving skills. Through my experience with

Infomanager, I have demonstrated the ability to take the business

perspective and make complex technical concepts understandable for users.

EDUCATION

University of Houston Clear Lake, 2008

Houston, TX

Bachelors of Business Management Information Systems with strong emphasis

in Accounting

EXPERTISE

National Honors Society

Beta Alpha Psi Accounting Honors Society

Nominated for 2009 Biltmore's Who Who

Senior project chosen for 15th Annual Conference for Research and Creative

Arts

EXPERIENCE

Business Intelligence Analyst

July 2006 to Present

Atlas Copco Specialty Rental, Deer Park, TX

Develop and deliver complex information to Management via dashboards

Utilize business intelligence tools for the development of end-user

reports

Design and develop query models that support tactical and strategic

financial reporting needs

Work with Finance, Operations and Management to understand reporting

requirements

Design financial reports such as balance sheet, income statement and key

figures using Group reporting standards

Create and generate reports required to facilitate effective business

decisions

Recommend and make enhancements to reports and supporting systems

Query data repositories and generate reports that help identify trends

and patterns

Generate one-time, ad hoc reports

Develop and maintain procedures and views used in dashboards, and

operational reporting

Develop requirements and validation procedures to ensure data accuracy

Provide consultation and training to users wanting to customize their

views and compare data from multiple databases

Review, analyze and evaluate business intelligence requirements

Primary point of contact for InfoManager

Map business requirements to client data and recommend analytical

reporting strategies

Support financial and operational reporting for locations in North

America, Netherlands, Scotland, Belgium and Australia

Provide support for iSeries timekeeping systems - Kronos - support

includes payroll and timekeeping procedures, interfaces and programs

Provide training during implementation of RentalMan (AS/400 software) for

Accounts Payable, Accounts

Receivable and General Ledger Accounting

Financial Accounting

August 2006 to May 2008

Other Experience with in Atlas Copco,, TX

Financial Accounting for Atlas Copco Prime Energy

Payroll - transitional payroll administrator for Atlas Copco Prime

Energy, trained and monitored payroll after transition period for a few

months

Financial Accounting - reconciled balance sheet accounts as needed by

Business Controller and Finance Manager, performed random audits on

credit card purchasing program, helped in the initial clean up of

Accounts Receivable and Collections, provided Accounting users with

training in using the Lawson Accounting System and RentalMan AR module

Monthend - book journal entries for key figures and analyze utilization

and down equipment using

InfoManager

Deliver figures for Sales Bridges to management for change in price month

over month and year over year

Calculate commissions according to standards and communicate with

Business Controller and District

Managers

Coordinate month end reporting and cut off with AP and AR

Interim CRM for ASAP

Prepare monthly standard journal entries

Prepare monthly/quarterly scorecards for Management

Provide MVC calculations to Management for approval

Communicate issues with Fleet Manager, Business Controller and District

Manager as needed

Helped recruit for open accounting positions (AP and Finance Manager)

Financial Analyst / Operations Manager

December 1999 to June 2006

Deltrust Management Corporation, Houston

Operations Manager for business area headquartered in Houston, Texas and

Monte Carlo, Monaco

Analyze past trends and variances and create projections for certain

entities

Analyzes financial performance and provide scorecards of key point

indicators to shareholders

Prepare quarterly/year end reports for corporations, partnerships and

various shareholders

Design balanced scorecards for shareholders

Prepare presentations and documents for shareholder meetings

Prepare IRS income tax return 1065 and K-1 for Partnerships doing

business in US

Provide accounting support for corporations in Texas and Wyoming

File franchise tax reports for Texas, Wyoming and Delaware Corporations

File reports for International corporations in Canada, Great Britain, and

Panama

Maintain database for international clients in Monaco, Germany, UK and

North America

Maintain spreadsheet on corporate investments

Automate financial reporting

Perform high level analysis of Balance Sheet

Draft unanimous shareholder agreements, partnership agreements and other

legal agreements are necessary for shareholders in Germany, Australia,

United Kingdom and US (drafts sent to legal for authorization)

Customer Service Manager

March 1993 to January 2000

The Kroger Co, Houston, TX

Resolve difficult issues regarding customer complaints and other matters

Work closely with managers in other departments, on policies and

procedures for customer service

Hire, train and manage members of the customer service department, in

store recruiter and front end team

Maintained Front-end operations

Supervised 120+ employees

Provided troubleshooting and in-store accounting support

Provided assistance in interviewing, hiring, orientation, criminal

background checks, and various other functions performed by hiring

personnel

Key member of IBM implementation team for location

Trained service management to use SuperSked a package designed to write

schedules based on sales and operating ratio

KEYWORD SUMMARY

Microsoft Word, Excel, Excel Macros using VB, PowerPoint, Access, Access

programming, MS Project, Wynne

Systems Rentalman, InfoManager, Oracle, Oracle SQL/Plus, Lawson

Accounting, Kronos, ADP, SAP, Cognos

6.0, Hyperion, Oracle Database 10, Business Objects, VisualStudio.net in

C#, Visual Basic, Java, JScript, HTML and Dreamweaver

Knowledge of Network infrastructures, relational databases and OLAP

servers

GAAP knowledge, consolidated reporting knowledge in multiple currencies

HRIS knowledge including payroll systems and timekeeper systems

CERTIFICATIONS

Currently studying for masters certification in Business Analysis

Contact this candidate