Customer Service Six Sigma

Lisa D. Berrio

Lauderhill, FL *****

Telephone: 954-***-**** ( Email: ********@*****.***

[pic]Financial Analyst Reporting

Looking for a Financial Analyst position that allows me to use my years of

experience and skills in the Financial sector. Developed plans for the

preparation of daily, weekly and monthly reporting along with bank

compliance and month-end financials. Currently attending Florida Atlantic

University-College of Business in pursuit of an Executive Certificate in

Project Management to be completed May 2013. Recently completed Lean Six

Sigma Greenbelt Certification at Florida Atlantic University (January

2013). Dedicated Customer Service Leader with 10+ years of experience, 8

years as a Quality Leader & Compliance Analyst with expertise in quality

trending, statistical analysis and compliance tracking to drive optimum

quality results.

Professional Strengths:

( Lean Six-Sigma Greenbelt ( Customer Service ( Statistical Analysis

Certified Management

( Project Management ( Quality Monitoring & ( Financial Accounting &

Expertise Compliance Reporting

( Process Improvement ( Customer Satisfaction ( Facilitator & Teams

Strategies Enhancements Training

Key Achievements:

. Won "12* Degree Team Award for Excellence" for assisting in creating

and developing the Student Appreciation Week for Keiser University's

Online Students, Feb 2011

. Awarded "Outstanding Performer" in 2009 & 2010 and "Best Team Player"

in 2010 from Keiser University Financial Aid Department.

. Developed and implemented a Six Sigma Project which identified

defects within case sampling.

With the reduction of cases this saved American Express $138K a year

(2002) and since (2005) saved the company $414K. Awarded "Quality

Employee of the Month".

. Received "Employee of the Month" and "Outstanding Performer" Awards,

1995, 1997, 2002

. Distinguished Performer and Exceeded Expectations ratings on

quarterly Client Surveys in 2004

Professional Experience:

Financial Aid Officer 2008-2012

Keiser University On-Line Division- Ft. Lauderdale, FL

. Skilled and experienced in packaging incoming, continuing and re-entry

students for financial aid. Thorough knowledge and understanding of Title

IV funding and relevant federal and state regulations for awarding aid to

students

. Experienced in auditing student's federal income taxes and transcripts

relating to the Free Application for Federal Student Aid Report or FAFSA.

. Processor of the Academic Competitiveness Grant (ACG) for eligible and

non-eligible students; process funds according to student's eligibility.

Prepared batch logs and communicated directly to management & Central

Processing Office.

Business Owner, Entrepreneur 2005-2009

The Branding Place, Customized Embroidery - Lauderhill, FL

. Provided value based Customized Embroidery and Design Services to 30

small to medium size companies.

. Effectively managed the embroidery and designing services for all

customers. Processed financial accounting and reporting of sales and

revenue. Conducted inventory purchasing of all items for customer needs.

. Strategically developed new business and marketing processes and

developed business relationships among customer base.

. Attending monthly business network groups to strategically gain new

business customers and opportunities

Quality Leader & Compliance Analyst 1997-2005

American Express Travel Related Services Company - Plantation, FL

. Developed and implemented a Six Sigma Project which identified defects

within case sampling. With the reduction of cases this saved American

Express $138K a year (2002) and since (2005) saved the company $414K.

. Utilized Six Sigma Greenbelt techniques to increase performance

efficiency

. Conducted Quality statistical analysis to 5 Customer Service Teams to

ensure policies and procedures set forth by compliance regulations were

adhered to.

. Developed plans, conducted quality audits and trend analysis reporting to

identify opportunities for process improvements.

. Independently and effectively managed, coached and trained to motivate

customer service employees

. Facilitated, developed and trained 60 Customer Service Associates on the

Compliance Overview package as a result of an identified increase in

compliance opportunities in 2004. In 2005 as a result of the training,

sustained decrease in compliance opportunities were identified.

. Facilitator of Employee Satisfaction events within the Quality

Organization-Employee Satisfaction Action Teams/ESAT.

. Developed the Employee Engagement Recruitment process of 2004.

Continuously coordinated the monthly R & R ceremonies, decisions in

voting of the nominations and communicated the winners, monthly meetings

and events.

. Implemented and created the Rewards & Recognition Committee Group who

read & voted on the monthly R&R awards for the Quality Department.

Created the roster and awards for the recipients.

Customer Service Instructor & Senior Bill Adjuster 1985-1997

American Express Travel Related Services Company - Plantation, FL

. Gathered materials, prepared classroom and conducted computer based

training for 30 (Dining) New Hire Trainees to American Express.

. Facilitated, coached and conducted classroom training to Customer Service

Associates on new processes for Lending platform in Airline Conversion

Class.

. Received numerous Quality Performance awards and plaques; Employee of the

Month and Outstanding Performer.

. Effectively orchestrated the logistics of our team events within the

organization with outstanding results.

Education:

Florida Atlantic University - College of Business, Boca Raton, FL

2012-2013

Currently completing Executive Certificate in Project Management

Lean Six Sigma Greenbelt Certification

January 2013

Broward College - Davie, FL

1994

Earned 19 credits in the area of Business Administration Studies

Contact this candidate