Customer Service Management

DANIEL WILLIAMS

*** **** *** ****** #** • Long Beach, CA 90802

Voice: 734-***-**** Email: *************@*****.***

PROFESSIONAL PROFILE

Highly proficient, quality conscious reconciliation analyst with proven analytical abilities and

organizational skills, as well as 8 years of global project experience involving leadership in the

areas of internal communications, vendor relationship management, customer service and

conflict resolution, and reconciliation of accounts.

PERSONAL PROFILE

Highly numerate and detail-oriented.

Exceptional verbal and written communication skills.

Work well under pressure.

Strong team player, self-motivated, and industrious.

Flexible but effective time manager who is able to prioritize responsibilities so that all

deadlines are met.

Consummate professional who is proactive, shows initiative, and is able to work

unsupervised when necessary and with various levels of management and vendors.

Unquestionable integrity.

Excellent representative of the company on both a personal and professional basis.

Ability to interact with various levels of management and vendors.

Excellent problem solving and resolution skills.

TECHNOLOGY

Proficient in all Microsoft Office Programs

Microsoft Access – Excel – Outlook – Word – WordPerfect

Lawson – AS 400 – Retek Merch System – Quickbooks – Ceridian

CAREER OBJECTIVES

To join a progressive company and team of reconciliation experts who are dedicated to

consistently providing exceptional customer service by ensuring that all customer needs are

recognized and are met with satisfaction at all times, and who recognizes employee

performance, rewards excellence, and provides advancement opportunities from within the

organization.

PROFESSIONAL CAREER

2008 – 2005 DOMESTIC AND INTERNATIONAL VENDOR RECONCILIATION ANALYST

BORDERS GROUP, INC.

Executed all aspects of the international account reconciliations and

settlements with international vendors, including currency exchange -

Performed quality control functions with ongoing reconciliations and

completed settlements –

Provided research and recommendations to AP Management on

account reconciliation processes and procedures –

Prepared for and conducted meetings with vendors and reconciliation

team to drive settlement process –

Developed and provided reporting for AP Management including weekly

updates, excel spreadsheet reports, and monthly management report

package –

Executed ad-hoc reporting and analysis on request, including queries

specific to international vendor reconciliations –

Contributed significant value to projects by driving independent tasks

from implementation through final completion –

Negotiated settlements based on research and analysis -

2005 – 2002 DEBIT BALANCE ANALYST

BORDERS GROUP, INC.

Prepared International Debit Balances Report on a monthly basis and

presented to Borders management -

Conducted monthly conference calls with Borders International satellite

offices (UK, NZ, Singapore, Malaysia, Australia, Ireland) to provide

updates and coordinate the nest steps and the progress of current debit

balances -

Maintained files and logged all contact with vendors -

Contacted vendors with debit balances, to collect outstanding balances -

Researched vendor credit scores and contact information using various

internet search engines, and Dun and Bradstreet –

2002 – 2001 VENDOR RESEARCH ANALYST

BORDERS GROUP, INC.

Provided payable and other financial information to Waldenbooks and

Borders vendors -

Maintained AP165 Report which examines duplicate billing at the

Borders and Waldenbook stores -

Analyzed Distribution Center accrual reporting and vendor statements

to quantify outstanding invoicing -

Performed phone, letter, fax and e-mail interchange with vendors on

Accounts Payable and Accounts Receivable issues -

Presented feedback to management on ways to enhance productivity

and profitability on a weekly basis -

Provided instruction to vendors on billing and application procedures -

Education 2001 Eastern Michigan University, Ypsilanti, MI

Economics and Accounting

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