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Manager Customer Service

Riverside, California, United States
August 14, 2018

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Lori Basso

Riverside, California ***** Cell -951-***-****


Supervisor/ Manager with proven track record for motivating a results driven team environment

Certified Project Manager- Ability to manage multiple projects simultaneously to meet deliverables.

Problem solver with creative skills and ability to exercise sound judgment’s while making decisions based on accurate analyses

Ability to organize and present multiple analysis in a unified structured format.

Strong interpersonal and presentation skills, ability to communicate, and manage well at all levels of the organization. Strong oral communications with internal and external clients

Proficient in SAP/ERP, Lotus Notes, Microsoft Office, Word, Excel, PowerPoint, Outlook, FIM, Design Manager, Oracle, ATS, CSS, CIS, Outage Management System (OMS), QuickBooks Pro 2017

Team player with ability to build lasting relationships with co-workers, management, contractors and internal and external clients. Ability to work independently as well as collaboratively in a team environment

Strong Delegation, Budget management, Process development implementation, Business Acumen

Facilitator/Trainer/Subject Matter Expert for SAP/ERP Accounting


Rokstad Power

Office Accounting Manager 07/17-11/17

Responsible for initial set up of the California Division office for a Canadian based utility Sub-Contractor Company. Responsible for creating process and procedures for daily activities. Prioritize work and manage multiple projects and deadlines to meet deliverables timely. Communicate with Canadian office on a daily basis regarding HR, AR, AP, and project statuses. Provide support to California office management. Organize office operations, correspondences, design filing system, create purchase orders and establish standards and procedures while making adjustments as necessary for optimum results. Responsible for managing all the accounting, HR and administrative functions of the California office. Process and manage accounts receivable, accounts payable, PO’s and Non PO’s, weekly payroll, human resources, and all office operations including maintenance of employee records, orientation, and training, union represented employee documentation, ledgers, banking and credit card reconciliation. Process monthly reports and financials. Track all budgets, credit cards, inventory, equipment rental and repair expenditures and create weekly budget reports including man hours, equipment costs, and all expenditures related to California office operation. Maintain sox controls.

Temp Positions:

Temecula Valley Powder Coating-Office Manager 04/17-07/17

Provide office manager and accounting support. Invoicing, customer work orders, estimates, process bi-weekly payroll, AP/AR, Customer Service, Material ordering, maintain all sox controls, create bank deposits and process cash receipts, maintain general ledger, tax deposits etc., Reconcile bank statements and print financial reports. Administer Human Resources, Set-up new employee, enter wage increases, and assist with employee evaluations, disciplinary actions, and or terminations. Safety manager, maintain IIPP, Heat Illness and MSDS program. Ensure all Federal & State Postings are current and on display. Support owner and employees with any duties necessary on daily basis. - Design and implement office policies by developing standards and procedures.

Technicolor-Accounts Payable Supervisor 01/17-03/17

Supervise AP team and assist with AR& Ledger Department Team. Establish team atmosphere through leadership and employee development. Responsible to provide backup and support to AP Manager. Ensure Vendor invoices are accurate and payments are made timely. Assist with Vendor reconciliations. Responsible for mapping of structure w/Manager as well as training and mentoring of team. Manage timecards in Kronos. Prepare month end closing including accruals, Assist with process improvements and documentation. Initiate Office Safety procedures and perform ergo assessments. Initiate training procedures for SAP AP department. (Temp position ended when Technicolor decided to outsource AP Department to Mexico).


Supervising Construction Maintenance Accountant 05/08-02/16

Supervisor -Directly responsible for monitoring, tracking, and trending job performance. Responsible to provide appropriate development training to subordinates to improve performance skills by developing an Action Plan to be reviewed by Accounting Supervisor to assist employees in their career development. Instrumental in problem solving, reviewing and implementing new and existing processes and procedures, as well as coaching and mentoring in a team environment. Perform leadership to ensure the employees follow the Standards of Performance Guidelines, meet Company Goals, monitor and track employees work performance providing documentation to Supervisor to maintain compliance. Delegate work to subordinates. Coordinate and respond to any audit requests. As a represented working, Supervisor I was responsible to perform all the Accountant duties as well as train the Accountants and Clerks the processes and procedures. Assist with Emergency call outs and storms activity support for Crews.

Project Manager -Manage several multimillion dollar projects during the work order accounting phase, monitoring material, labor, contractor invoices, change orders, analyzed orders and verifying project scope. Provide project teams WIP (Work in progress) analysis updates. Responsible for monitoring several projects simultaneously. And performing project management duties as well as supporting the accounting department. Experience completing multiple projects and assignments simultaneously. Responsible for monitoring several projects simultaneously. And performing project management duties as well as supporting the accounting department.

Cost Accounting –Perform Cost Analysis throughout Capital & Customer base projects. Provide documentation of actual cost versus estimated cost analysis to project teams bi-weekly for current projects. Perform material, labor and contract cost analysis. Create journal entries and transfer costs to appropriate project work orders.

Payroll Specialist – Supervise Staff and complete approximately 400 Timesheets per day for represented Transmission and Substation personnel. Validate accuracy of timesheets assuring IBEW contractual agreement is in adhered to. Submit timesheets daily to Supervisors for approval. Create and distribute evergreen report indicating employee’s hours worked normal time, overtime and emergency time for represented employees. Evergreen report used for emergency and planned overtime. Complete all credit card and travel expenses reports for IBEW employees. Review and process bi-weekly payroll reports for represented employees and submit to Supervisors for approval. Respond to employee related payroll issues in a timely manner. Update and track employee vacation, sick time and FMLA time off. Advised employees of FMLA and or Disability related time off guidelines. Ensure all necessary paperwork is processed timely for bi-weekly payroll. Train accounting staff payroll processes and procedures. Supervise staff to reach business unit objectives, KPI goals, deadlines.

Work order management -Open and close Capital/Customer and Function work orders. Update work orders with basic finish date, delayed start dates and completion dates. Complete journal entries as needed to transfer cost to appropriate work orders. Perform cost analysis during and at closure of work orders. Update project teams of final costs.

Project Material Coordinator -Order Material through SAP creating purchase order requisitions or complete direct buy out from Supply chain management. Perform material verification and receipt for materials through SAP. Coordinate delivery of material and or equipment to job sites. Request quotes from contractors and complete project material packages. Create all contractor purchase order labor and material requisitions.

Asset Management – Create, remove and update assets in Master Data through SAP.

Accounts Payable & Receivables -Performed and monitored the timeliness of the accounting staff inputting documentation for the processing of the disbursements for Edison premium accounts, Provide documentation to my immediate Supervisor of all aged payables due to wholesale vendors, contractors and debit payables owed to Edison Cost Analyst, perform accounts payable & receivable reconciliation.

Audits -Perform monthly audit assessments of work orders, material management, and payroll and asset management while maintaining SOX controls and following company guidelines.

Safety - Safety Advocate, Prepare and conduct Safety team meetings. Promote office safety

Construction Maintenance Accountant/Clerk 05/04-05/08

Prepare requisitions for material, and labor services. For both internal and external clients.

Complete Timesheets for Transmission and Substation personnel and validating accuracy that the IBEW contractual agreement complies. Complete all credit card and travel expenses for IBEW employees.

Opening and closing of work orders. Upon closing to make sure all material and labor is accounted for and accurate in the work orders including signed map and contractor invoices.

Accounts payable and receivable reconciliation.

Safety Advocate, Prepare and conduct Safety team meetings.

Investigate and complete notifications. Perform field verifications.

Assist with Emergency call outs and storms activity support for Crews.

Perform duties assigned to me from the SCMA- Perform as upgraded SCMA.

Training Specialist/ERP SAP Transmission & Distribution 05/08-02/16

Involved with the initial rollout and implementation of ERP/SAP to several business units responsible for creating and presenting job aids for timekeeping, journal entries, opening and closing of work orders, asset management, master data, and material management. While in a classroom setting provided hands on training, audio and visual aids. Successfully mentored and provided functional direction to employees, assisted with technical skills training and provided one on one feedback. Created and maintained Microsoft Excel and Word spreadsheets monitoring progress reports. Provided students’ progress to management.

Demonstrated excellent oral and written communication skills. Provided both positive and negative feedback to each employee in a positive and professional manner.

Create manuals for Supply Relationship Management (SRM) providing methods to coordinate business processes with key suppliers, Procurement cycles, Purchase Order creation and approval cycles.

Create manuals for Timekeeping, Master Data, Asset Management, Material Management, Journal Entries, Work Order Management and numerous other modules within SAP.

Demonstrated experience managing multiple demands, adjusting to rapidly changing priorities and performing well under pressure. Worked on process improvements, and provided updates on new and on-going job aids while meeting training deadlines.

Safety Work Environment Congress (SWEC) Field Accounting & Planning 12/06-02/16

Safety for field accounting Work Environment Congress member since conception of the congresses

(Safety Team member prior to implementation of congress).

Tier 2 Ergonomist- Trained to complete Ergonomic office assessments. Order chairs, keyboard, mice, headsets, monitors etc., for the field accountants and planning department.

Safety council members addressed concerns from field accounting, planning, made safety and work environment best practice recommendations and rules to follow. Also, collected safety investigation report information and had discussions to see if congress felt accident could be avoided in the future

Participant of the EH&S and the Life Safety Coordinator for Transmission.

Distribution Operation Support Specialist 2 10/98-06/04

Dispatch trouble response orders, monitor outages utilizing the outage management system tracking circuit interruptions within Edison service territory, Support meter ordering through prioritizing assigning orders

Update trouble response order orders ensuring service guarantees and operations during storms and circuit interruptions are met.

Participate as team leader of the Eastern Distribution Operation Center (DOC) consistency safety team. Work with the team to provide consistent work and safety practices within all 4 DOC locations.

Communicate with internal and external customers to provide the highest quality of customer care and resolving customer service issues.

Customer Service Specialist 2 05/97-10/98

Customer Service Specialist answering upwards of 150 plus calls per day generating turn on, turn offs, transfer of service and meter orders. Performed billing inquiries.

Assist supervisor with call backs to customers and performance of supervisory tasks

Perform as Lead Service Specialist


Project Management Course- University of California, Irvine University Extension

Completed and earned Certification of Project Management

Southern California Edison Soft Skills Training

Conflict Resolution Delegating for Results Team Management Strategic Thinking

Team Building Crucial Confrontation Management Leadership Office Management

Previous Employment – Prior to Southern California Edison

ALLSKILL AUTOMOTIVE Service/Office Manager

Supervised Automotive Technicians, perform quality assurance check on vehicle to ensure technicians are repairing vehicles and working safely always. Supervise and perform accounting, payroll, and invoicing activities. Train and promote new office personnel and technicians. Provide customer service including problem solving warranty claims. Maintained all BAR, CAL OSHA, and State permits.

Human Resources administrator, monitor employee time off (Vacation, Sick, and FMLA), settle employee disputes and conduct quarterly reviews.

Conduct monthly Safety meetings and training.


Operated general automotive repair facility. Maintained quality customer service and repairs for over 1000 clients, maintained all company accounting records. Monitored and maintained employee records, administered all disciplinary action, training and performed all safety and performance reviews

Analyzed and controlled all budgets and payroll expenditures

Maintained all BAR, CAL OSHA, and State permits

Provided and maintained a strong team environment providing high quality customer care and service

Human Resources administrator, monitor employee time off (Vacation, Sick, and FMLA), settle employee disputes and conduct quarterly reviews.

Conduct monthly Safety meetings and training.


Operated snack food business. Started company by cold calling businesses and offering them products on consignment basis and built a route up to 150 clients and then sold company in 1996.


Office Manager- Invoicing, customer work orders, estimates, Set-up new employees and process bi-weekly payroll, AP/AR, Customer Service, maintain all sox controls, create bank deposits and process cash receipts, maintain general ledger, tax deposits etc., Reconcile bank statements..

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