Customer Service Quality Assurance

KESHA MURRAY

*** ********* ******, *******, ** **022

Home: 817-***-**** • Cell: 817-***-****

***********@*****.***

Strategic and analytical finance professional with 14 + years of success in Customer Service, Accounting, and Quality Assurance. Consistently meets deadlines, resolves discrepancies, and increases company revenue. Highly skilled at maximizing productivity through detailed analysis and process improvements.

Microsoft Tools, MS Word, Excel, Access,

PowerPoint, Outlook, SharePoint (14 years)

Wide experience in tax processing,

accounting and bookkeeping

Operations management

Ability to work on more than one event

simultaneously during busy period

Process Improvement Initiatives

Quick learner

Meticulous attention to detail

Accounts Receivable (AR) Specialist, 10/2017 to 04/2018 Allgoods, llc

Responsible for daily, weekly, and monthly account activities including timely and accurate accounts payable, accounts receivable, bank reconciliation of all corporate accounts, cash receipts, disbursements, invoicing, and preparation of daily bank deposits. Automated previously manual invoicing process, accelerating customer payments and improving billing accuracy.

Researched and allocated payments for more than 5,000 accounts in a short-deadline situation.

Accountable for preparation and delivery of month-end closings and financial reporting activities to corporate accountant.

Prepared incoming checks for the bank deposits.

Checked figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.

Worked directly with collectors to reconcile accounts. Quality Assurance Senior Specialist II, 10/2011 to 08/2017 JP Morgan Chase

Conducts QA analysis of 300-1000 account reviews a month for 7-10 lines of businesses. Mentor agents in providing excellent quality to customers. Cross train and provide back up for other Quality Assurance representatives when needed. Assess process improvements that need to be addressed in the Auto Finance departments and begin to implement process changes to increase efficiency. Took on the responsibility of accurately documenting procedures in accordance with established guidelines and procedures.

Senior Tax Consultant, 07/2010 to 09/2011

Audit Guard

Review and provide comments on the adequacy of documents and took necessary steps to cure any deficiencies.

Prepare correspondence, accounting and financial documents for analysis. PROFESSIONAL OVERVIEW

SKILL HIGHLIGHTS

PROFESSIONAL EXPERIENCE

Review all tax returns prepared by individual departments before approval. Develop highly empathetic client relationships and earned reputation for delivering exceptional customer service.

Actively listen to the clients needs and recommend products to meet their requirements. Investigate and resolve all tax correspondence/audits. Tax Professional, 12/2003 to 07/2010

JMA

Prepare journal entries, reconciliations and trend analyses as required for monthly closes. Furnish taxpayers with sufficient information and advice to ensure correct tax form completion.

Prepare sales invoice, letters, financial statements and memos. Resolve customer inquiries and complaints in a professional manner. Support executives and handle extra projects as needed in a fast paced environment. Serve as central point of contact for all outside vendors needing to gain access to the building.

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