Customer Service Management

Wilbert Hurt

**** ******** ****** • Decatur, GA *0034 • 770-***-**** • ***********@*******.***

Accomplished professional with more than 19 years of experience in the telecommunications industry

with strong accounting and procurement expertise. Recipient of Team Achievement and Employee

Quality Awards, demonstrating deep company commitment. Strong analytical skills to assess and

manage customer payments and to maintain accounts in proprietary billing systems. Manage high

revenue generating accounts. Administer accounts receivable utilizing Berkley Integrated Salary and

Budget System (BIBS) tracking information within the general ledger. Keen eye to identify and

implement processes for improving operational efficiencies. Offer solid support for project managers

and engineers. Resolve issues with billing and credit processes to save time and lower costs.

Outstanding leadership skills and team work collaboration.

CORE KNOWLEDGE and COMPETENCIES

Extensive Knowledge of Purchasing, Procurement

Collections & Inventory Coordination and Logistics

Proven Strengths in Customer Service Regulatory Filings

Analytical Research Expertise Purchasing & Management Team Support

Unwavering Work Ethic Vendor Pricing Negotiation

Accounting Analysis Collaboration & Teamwork

Payments Management MS Excel, Word, PeopleSoft, Pinnacle Web,

Billing Systems Great Plains, Tops, Database Management

Daily Automation Activity Systems and Internet Research Tools, Access

Knowledge of BIBS Process

Process Improvements

Free Church Of God in Christ, Atlanta, GA

Vice – Chairperson Youth Coordinator (2009 Present)

Acted in the absence of the Director

Performed duties as from time to time that may be assigned by the Director or by the Youth

Ministry

Ensured that all members of the Youth Ministry received copies of governing documents

and other pertinent information about the ministry or church

Assisted the Director with creating and implementing the agenda for regular scheduled

Youth Ministry meetings

Met with the church Administrative Staff at the beginning and throughout the year to

address additions, changes, or corrections to the church calendar that may arise regarding

the youth activities, events, and special programs

Responsible for the over all program and for signing the contract for facilities

Arranged for location of workshops, faxed, scanned and copied documents

Appointed a master/mistress of ceremonies for each meeting

Worked closely with platform chairpersons in determining the logistics of the meetings

Established a time schedule for each meeting

Made arrangements for any other type of required housing

Free Church Of God in Christ, Atlanta, GA

Vice – President/Deacon Board (2009 Present)

Served the members of the local congregation, visited the sick, cared for the elderly, widows,

orphans, working within the church, planning the budget, and taking care of all church business

Responsible for managing the church property, this included making sure the place of

worship is prepared for the worship service, cleaning up, or running the sound system

Involved in administrating funds or other assistance to the needy

Oversee the financial business of the church, handled the day to day matters, including

collecting and counting the offering, keeping records, and accounts receivables/accounts

payables, balance general ledger, reconcile un specified checks

Assisted the financial secretary in both the counting and the recording of contributions

Scheduled deacon meetings, prepared the agenda, facilitated meetings

Prepared communion

Cared for the widows

Led church prayer

Assisted the pastor on special projects

Supervised church services when the pastor was absent

PROFESSIONAL EXPERIENCE

Verizon Wireless / GTE Wireless, Alpharetta, GA 1996 – 2009

Accountant/Cash Applications (2001 – 2009)

Strong interaction with customer files and accounts to post equipment and airtime charges through

company’s billing system. Managed payments in excess of $1B annual revenues. Interacted with

field personnel regarding invoice details and circumstances. Created and generated reports for end

of month reconciliation.

Performed routine calculations, posting business transactions, processing invoices, and

verifying financial data regarding invoice payments

Accurately reviewed each day customers payments from lockbox

Assisted with mailing, scanning or faxing customer invoice copy requests as required.

Provided quality, professional customer service to all internal and external A/R Center

personnel

Contacted customers as required regarding questionable payments

Networked with area management to enhance posting practices

Utilized databases and billing systems/imported and exported files through Access

Handled customer checks; invoice and/or statement preparation, printing, and remitting;

and recording daily receipts

Set up and maintained customer accounts; tracked customer current and past due balances;

identified delinquent accounts; and generated customer account aging reports

Responsible for initiating unapplied payment and chargeback correspondence to customers

Created and maintained business documentation in Access, MS Excel, and Great Plains

Compared print outs against source documents and journal entries to verify accuracy, and

prepared input forms to reconciled errors

Applied accepted procedures to the preparation and maintenance of financial and business

transaction data, and prepared reports to ensure accurate accounting records

Additional tasks/duties as assigned by the Cash Management

Purchasing/ Assistant Buyer /Procurement (1996 – 2001)

Coordinated efforts with accounts payable and finance teams to meet targeted goals and metrics

for purchasing, billing claims/invoices and credit processes.

Assisted requesters with determining technical specifications for purchases. Prepares

requisitions, purchase orders and solicits bid proposals.

Ensured that non PO invoices entered into (People Soft System) were properly approved

Managed key relationships with vendors (Lucent Technology, Motorola, General Dynamics,

Andrew etc.)

Performed Purchasing Card (P Card) compliance audits to review legitimacy of

transactions and documentation, adequacy of written policies and procedures, and internal

controls and business process flow of P Card operations for Verizon wireless entities

Reviewed monthly VISA card transactions for correct coding and verification of required

documents

Worked with procurement officials to continually improve processes and increase P Card

program efficiencies

Followed up with engineers as necessary to request receipt to ensure payment within terms

Reviewed invoices for correct general ledger account codes, discounts payment terms, taxes

and accuracy

Mentored, and coached temps to execute GTE/ Wireless methodologies, Provided

individual consultation technical assistance, and/or training to field personnel in order to

improve procurement efficiencies and explain best practices

Minimized the need for short pays by working with vendors and Purchasing to ensure that

the PO’s were charged correctly

Worked with vendors or Purchasing to resolve errors in partial or duplicate shipments,

prices, substitutions, and extensions, or other issues that may result in payment delays

Performed investigations of improprieties or issues with existing procurement functions on

an as needed or as requested basis

Purchasing/setup for support of new site setup of facility, which included inventory,

stocking, 3 way match and completion

Supported Accounts Payable and Finance Teams to ensure past due aging targets were

achieved

Provided assistance and back up to other Buyers to ensure daily, weekly and monthly

production goals were met.

Supported the Director of Purchasing in all the assigned purchasing and setup activities for

the company – TEAMWORK

Ran various PeopleSoft purchasing queries

Conducted periodic service review calls with internal customers to ensure that services

issues were identified and resolved, and provide detailed reporting to departmental

management.

Assisted with budgetary commitments

Resolved procurement billing claims and monitored credit processes

Gathered, compiled, and organized data and records for procurement compliance audits

Performed basic data analysis and produced procurement reports using procurement

standards

EDUCATION & PROFESSIONAL DEVELOPMENT

Computer Programming & Data Processing, Massey Business College

PeopleSoft • Time Management • Professional and Effective Communication • Solutions Oriented

Problem Satisfaction • Personal Management & Business Growth Techniques • NAPM Purchasing

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