Customer Service Project Management
Resume:
DEREK D. THOMPSON
*****.*********@*******.***
301-***-**** (c)
301-***-**** (h)
PROFESSIONAL SUMMARY
Finance professional skilled in performing and reporting detailed financial transactions. Experienced in maintaining and reporting comprehensive records including financial and budget related activities
ACCOMPLISHMENTS
Chosen as departmental champion to interface with high level clients. Created work flow charts and step-by-step documentation consulted for daily and emergency work efforts.
SKILLS
QuickBooks
Microsoft Office
Analytical
Data Analysis
Project Management
Communication
WORK EXPERIENCE
Greater Washington Urban League Washington, DC
Payment Coordinator March 2017 – June 2017
CSRA Arlington, VA/Silver Spring, MD
Wireless Billing Specialist
CSRA - Client: FDIC Professional – Billing Specialist October 2009 – February 2017 -
Performed monthly analysis of invoices from three wireless vendor with charges for more than 13,000 wireless lines
Created Excel workbook comprised of 25 detailed spreadsheets in the performance of billing analysis
Submitted payment vouchers to facilitate invoice payment.
Interfaced with vendor representatives to clarify billing and develop effective reporting methods.
Developed Work Instructions (WI) for submission of payment vouchers and other billing tasks.
Professional Project Management Client: CSC – Real Estate
Developed, prepared, and maintained budget related documentation to ensure project completion on time and within budget
Validated, input, tracked, researched, reported status of and escalated for payment of vendor invoices
Maintained financial records, including PDF versions of payment approvals to ensure accurate, billing and payment
Contributed to corporate savings of ~$1M during FY’15 by coordinating tenant and IT asset relocation during facility closures or relocations
Business Analyst/Project Manager
Client: TSA – ITIP Program, Program Management Office PEO, Projects Execution Office
Performed calculations for and compiled status revisions for 200+ Special Projects Installation Move and Change (SPIMAC) requests for monthly delivery to Transportation Security Administration to comply with contract SLA
Identified non-conformances in risks/issues reporting and partnered with program superiors to eliminate them to ensure compliance with contract requirements
Supported the Enterprise Computer Refresh project by monitoring new asset delivery, preparing new assets for deployment, and observing technicians during deployment of new assets
VOLUNTEER/COMMUNITY ACTIVITY Silver Spring, MD
REGIONAL BUILDING COMMITTEE August 2008 –May 2009
Project Accountant Kingdom Hall Renovation (Volunteer)
Supervised five (5) Accounting Department volunteers by ensuring availability of personnel in the accounting department to respond to ad hoc funding requests
Tracked, monitored, and reported on all expense allocations to Regional Accounting Director for auditing and asset management adherence
Reconciled monthly bank statement
Verizon Communications, Silver Spring, MD Silver Spring, MD
Supervisor Operations Department September 1989 – August 2008
Typist, Special Clerk, Customer Service Administrator
Used automated order distribution system to distribute service requests to team members based on skill set
Coordinated staff to provide rapid solutions to ad hoc emergency service requests
Received numerous verbal and written customer commendations for service delivery
Collaborated with peers to create auditing template to facilitate more accurate employee performance auditing
Performed executive level escalations to secure service related deliverables and meet customer deadlines
Represented manager’s workgroup during ISO 9001 certification assessment department’s receipt of this credential
EDUCATION
Bachelor of Business Administration 2005
American InterContinental University Schaumburg, IL
Concentration: Accounting and Finance
CERTIFICATIONS
Six Sigma Green Belt Certification, 2010
ITIL Foundations v3, 2009
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