Joanna Malone McDonald

*** ********* **** *******, ** 23024 540-***-**** ac1wce@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Over 10 years of experience as a senior level assistant in public and private sectors.

Experienced grants administrator with a portfolio of high-value awards.

Highly trustworthy, ethical, and discreet; able to function under pressure.

Detail-oriented professional with a proven track record in process improvement.

Skilled in development and execution of time-critical special projects.

Enthusiastic, creative, and willing to assume increased responsibility.

PROFESSIONAL EXPERIENCE

Capital One Bank, Debit Claims Intake Center Jan 2012 – June 2016

Customer Service Coordinator

Responsible for providing high-quality customer service by responding to telephone inquiries, customer requests and problems related to debit card fraud and merchant disputes.

Research, triage, and filter customer information into merchant dispute and fraud claims with accuracy and discretion.

Performs proper review of disputed card transactions by collecting sufficient information to identify recovery opportunities and mitigate losses.

Serve as liaison between client and Claims Processing Department.

De-escalation of customer complaints, work with management to resolve complicated customer account issues with the intent to maintain the utmost level of customer satisfaction.

Accurately file and disperse all supporting documentation for claims.

County of Louisa, Department of Finance January 2005 – October 2009

Grant Administrator / Accounts Receivable / Invoicing Clerk

Direct assistant to the Deputy County Administrator/Finance Director.

Researched and disseminated funding opportunities based on departmental needs and budgetary constraints.

Developed and implemented all grant projects from scratch, ensured continuity of program.

Responsible for all aspects of grant proposal planning, writing and submission.

Served as primary liaison between County and funding agencies to ensure compliance with all legal and financial terms of grant awards.

Analyzed budget plans to ensure funds were spent-down efficiently and in-line with terms and agreements.

Worked directly with County Attorney to issue Warrant in Debt orders and levies against delinquent accounts, and serviced as the County’s representative for bad debt cases in General District Court.

Central manager of the County’s Landfill Tipping Fee Database to include invoicing, payment processing, collections, account resolution and reconciliation.

Purchase order entry, accounts receivables, internal/external billing and collection processes. Assisted the County’s Procurement Officer in purchasing activities.

Scheduling, travel arrangements, and logistics for Administrators and Board members.

Served as Assistant Public Information Officer.

County of Louisa, Treasurer’s Office February 2002-January 2005

Processed real estate and personal property tax payments, issued County decals, ensured accuracy of County Treasury records.

Cash management activities and daily reconciliation.

The F. A. Bartlett Tree Expert Company January 2000 – October 2001

Marketing Assistant / Administrative Assistant

Created and implemented all new customer marketing campaigns.

Evaluated the success rate of marketing tactics by tracking sales quotes with relation to marketing campaigns used and adjusted accordingly.

Generated periodic marketing newsletter to include campaign progress and statistics.

Provided administrative support to three sales executives to include daily scheduling.

Maintenance of customer filing system.

First Union, Lockbox Processing February 1999 – January 2000

Service Center Associate II

Bumpass Communications July 1998 – February 1999

Field Assistant / Marketing Assistant

EDUCATION

J. Sergeant Reynolds Community College Diploma Pending

(Program completed, Fire Science Associates Degree)

Virginia Commonwealth University 1998-2000

Piedmont Virginia Community College Dual enrollment 1998

Louisa County High School 1994-1998

PROFESSIONAL HIGHLIGHTS AND ACCOMPLISHMENTS

Highly familiar with medical and healthcare industry terminology.

Secured over $1 million in unmatched funding for County of Louisa.

Word Processing at over 90 wpm, 10-key touch typing at 14,000 ksph.

Proficient with TouchPoint, Issuer Direct, Aegis, QuickBooks, A/S 400 OS, Microsoft Office Suite, IE, FileMaker Pro, Clear Claims, Mac OS

Awarded First Union’s Total Customer Satisfaction Award

Member of the American Association of Grant Professionals

Emergency Medical Technician, Commonwealth of Virginia

License # B102110903

Real Estate Salesperson, Commonwealth of Virginia

License # 022*-******

Certified Firefighter (Completed Firefighter I, II, and III)

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