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Customer Service Manager

Fort Worth, Texas, United States
January 27, 2018

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Education & Training

Bachelor of Business Administration, May 2017

Tarleton State University, Stephenville, Texas

GPA: 3.18

Associate of Arts, December 2013

Tarrant County College, Fort Worth, Texas

Areas of Expertise

Business Systems Analysis

Project Management

Compliance Review/Reporting

Strategic Planning/Analysis

Fraud Investigation/Risk Mitigation

Remediation Plan

Supply Chain Management/Expediting

Process Improvements

Monitoring & Tracking

Trend Assessments

Legal Research/Analysis


Technical Drawings (MIL-SPEC, MIL-STD, Plats)

Inbound Customer Service

Policy Development/Enforcement

Data Management

Quality Control

Internal Communications

Contract Drafting/Management

Document/Records Management

Sourcing/Requests for Quotation/Bid Analysis/ Sales Support

Key Skills Assessment

Business Analysis & Internal Reviews – Bring extensive experience analyzing internal operations to identify vulnerabilities and develop plans for mitigating risk and improving efficiency

Reporting & Tracking Instrumentation – Extensive experience developing secure tools for continuous monitoring, tracking internal processes, and assuring quality control across all business units

Communication & Leadership – Possess advanced communication and collaborative skills, including ability to facilitate communication among cross-functional teams, prepare and give formal presentations, and draft a variety of communication materials to ensure consistent and accurate organizational messaging

Professional Experience

TalentNet, Toronto, ON Oct 2017-Dec 2017

(Contract for THOMSON REUTERS, Carrolton, TX)

Business Analyst

Drafted Business Requirement Specs for projects implementing software and process solutions, including software development methodologies (i.e. requirements definition through testing/implementation)

Performed complex analysis of business requirements

Facilitated input gathering from Subject Matter Experts

Performed business systems research to identify systems involved (Big Machines, Unison, Salesforce)

PARDUS OIL & GAS, Fort Worth, TX Nov 2014-Feb 2017


Records Technician/Central Records Coordinator

Developed Central Records Department

Coordinated with the Land, Operations, Regulatory, and Division Order departments, to determine documents for retention, document organization, and retention schedules

Managed and maintained the integrity of all Land, Operations, Regulatory and Division Order Department physical and digital records

Uploaded, indexed and tagged all records within SharePoint

Managed inventory of all physical records using RIM software

Managed dissemination of physical records and track their physical location during check-out via RIM software

Reviewed physical inventory reports and ensure their accuracy

Coordinated offsite storage solutions for all departments

Managed physical and digital records during asset acquisition and/or divestiture

Authored policies and procedures for Central Records

Ordered supplies required for Central Records

Assisted Lease Administration department with contract/title review and recording of county records

MATRIX RESOURCES, Fort Worth, TX Jan 2014-Nov 2014

(Contract For XTO ENERGY, Fort Worth, TX)

Senior Data Analyst

Executed defined procedures to ensure compliance with Information Management Program (guidelines, retention schedule, safeguarding information, and other related documents) and daily maintenance of the records management database application (adds, updates, and reporting)

Effectively met quota of 50 completed file boxes daily

Provided strong understanding of Oil and Gas records classifications, taxonomies, and schemas is required, along with the ability to describe procedures and standards to others, demonstration of a working knowledge of oil and gas related records management processes, and effective cross-departmental work with end-users to assist in database searches and provide data as required

ACCESS MIDSTREAM PARTNERS, Fort Worth, TX Jul 2009-Mar 2013


Records Management Technician (July 2012-March 2013)

Audited both physical and electronic incarnations of closed, active, and legal hold property tract files, ensuring accuracy, completeness, and compliance with internal procedures

Effectively met quota of 20 completed tract files daily

Engineering technician (July 2009-July 2012)

Acted as Service Order Process Manager for all Barnett Midstream service order requests, coordinating with project engineers and project controls to ensure service order criteria was fulfilled and managed from initial entry into database, through routing, approval and final distribution to all involved parties

Completed monthly data integrity reviews of all information within database

Organized and updated production information as data was received, including weekly production reports from survey vendors and accounting information by project and vendor

Ensured accuracy and completeness of vendor invoices prior to submission for payment approval, coordinated with survey coordinators, project engineers, project controls, accounting and others to ensure all required documentation was included, employed standardized rates, and verified billable work

Maintained and distributed survey and drafting standards to be implemented company-wide

Assisted Survey Manger, Project Controls Coordinator, and Engineering and Construction Manager, with various requirements, including but not limited to drafting PowerPoint presentations, compiling data and drafting of performance metrics, scheduling meetings, handling travel arrangements and developing a variety of communication materials



Mapping & Drafting Project Analyst

Developed Survey and Drafting Weekly Reporting Template to gather information from all contracted third-party vendors for tracking and analysis of survey production, drawing status, drawing production, and validation of invoicing amounts in relation to hours worked and production level of each survey firm

Developed reporting for weekly management meetings, including details related to survey and drafting weekly production, earned value analysis, and Wells Waiting on Pipeline (WOPL) data

Collaborated with survey firms to identify incorrectly noted, invalid or missing Line List items and made necessary modifications

Maintained third party vendor Rate Sheet information and confirmed availability of pricing data

Conducted bi-weekly survey meetings and one-on-one survey meetings

Served as point of contact for third party vendors concerning various reporting-related issues

Assisted the Survey/Drafting Manager with various requirements, including but not limited to drafting PowerPoint presentations, compiling data, and handling other administrative and communications tasks as needed

HSBC AUTO FINANCE, Lewisville, TX May 2007-May 2008

Quality Control Specialist

Conducted investigations related to customer complaints and provided information necessary for resolution

Performed continuous monitoring for Portfolio Management unit, ensuring compliance with FDCPA and other federal requirement and company policies

Developed and maintained all reports, formula sheets, data sheets, account level review detail sheets, procedures and review scopes used in reporting process


Sr. Underwriting Process Analyst (October 2005-December 2006)

Investigated underwriting requirements and identity theft complaints for internal and external customers, developed action plans, made recommendations following investigations, and provided special or ad hoc reviews as needed

Corporate Services Regulatory Compliance Analyst (July 2005-October 2005)

Acted as lead on initiatives dealing with subpoenas and law enforcement requests, ensured company’s responses to such requests were completed accurately and in a timely manner, developed and maintained all associated documentation

Worked with Compliance Initiative Leaders to review and prepare for state examinations, and visited external auditors as scheduled by Structured Finance Department

Compliance Monitoring Analyst (January 2004-July 2005)

Developed safeguards against risk through continuous monitoring and assessment of business processes and internal controls, managed reporting processes, including developing and maintaining all reports, formula sheets and other internal data collection/compliance instruments, monitored timely and complete implementation of process changes organization-wide, addressed identified instances of non-compliance, and provided additional ad hoc reviews as needed

Quality Control Analyst (September 2000-January 2004)

Monitored adherence to company policies, procedures, and underwriting guidelines, identified trends related to all aspects of the loan funding approval process, and conducted ad hoc reviews of internal systems as necessary


Honor Society

Phi Theta Kappa


Notary Public, State of Texas

Comm. Expires 04-19-2020

Additional Training In:

Project Management Fundamentals, International Institute for Learning

Stermole Economics, Economic Evaluation and Investment Decision Methods, Investment Evaluations Corp.

Surface Production Operations, PetroSkills

Basic Petroleum Engineering Practices, PetroSkills

Piping Systems: Mechanical Design and Specification, John M. Campbell & Co.

Software & Systems

Microsoft Word • Excel • Access • Visio • PowerPoint • SharePoint • Citrix • Accutrac • Outlook • Kronos • PeopleSoft • Cognos • CRecs • AS400 • Provineer • FiServe

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