Customer Service Manager

Dina Daley

*** ****** ****** **., *********, GA. 30252 404-***-**** *********@******.*** https://www.linkedin.com/in/dinadaley

Objective

To be an active driving force within an Accounting team, delivering solutions by assisting their clients with revolutionizing their customer experience.

Education

B.S. DEGREE IN BUSINESS ADMINISTRATION CONCENTRATION IN ACCOUNTING MANSFIELD UNIVERSITY OF PENNSYLVANIA

QUICKBOOKS CERTIFIED PROADVISOR

Skills & Abilities

ACCOUNTING CUSTOMER SUPPORT

•Over 7 years working experience in Deltek Costpoint accounting modules; General Ledger, Payroll, Employee Benefits, Projects, Billing, Accounts Payable, Reporting, Cash and Banking modules.

•20 plus years working knowledge in Excel, Word, PowerPoint, Microsoft Office Suite

•Top performing Intuit team member with high-quality customer interaction skills that create high Net Promoters

•Exhibits a high level of acumen in the relevant computers, operating systems and software environment

Senior Accountant & Managing Partner

Mr. Audit LTD - Remote - April 2000 to Present

•Provide 'cutting edge' Tax and Business Consulting for individuals, sole proprietors, partnerships, LLC's, S-Corporations, and C Corporations.

•Evaluate Accounting requirements during discovery meetings with potential clients.

•Proactively market and network business to develop the customer base and increase business clientele.

Skills Used: IRS Tax Regulations, Form 1040, Form 1040A, Form 1065, Form 1120, Turbo Tax

Senior Application Support Specialist

Deltek, Inc – Remote Contract Position – January 2017 to January 2018

•Resolve accounting and payroll cases that are submitted by Government contract clients through the phone, chat, Skype meetings, and the RNT system.

•Maintain an average 90% CSAT score

•Assist clients with; Project related inquiries, Deltek Time and Expense imports and export processes, Deltek Costpoint system technical issues, General Ledger reporting inquiries, Employee Benefits, and Projects related questions.

•Exhibit compassion and empathy for the clients and resolve their inquiries effectively.

•Resolve 30 cases a week with an average 8-day turnover.

•Conduct Costpoint application system testing to replicate client issues and advise them of system update patches or bug issues.

•Assist clients with payroll and employee benefit related inquiries; accrued leave, employee garnishments, year-end close processes, Federal and State tax reporting, and employee salary record setups.

Skills Used: SaaS, Powerpoint, Skype, RNT, Excel, Deltek Costpoint, General Ledger, Project Controls, Time and Expense, IRS Regulations, 1099’s, and W2s.

Experienced Intuit Quicken Technical Support Specialist

Sutherland Global Solutions, Inc. - Remote - September 2015 to January 2017

•Fervently resolve customer inquiries through online VoIP calls and e-mail.

•Thoroughly document customer interactions in Salesforce, and properly escalate issues that do not have a known resolution.

•Exemplify the Intuit Quicken dynamic by manifesting compassion for the customer, motivate and collaborate with the customer, substantiate each experience, and provide the customer assurance that they can manage their own Quicken software.

•Investigate and leverage Banking and Investment websites, Citrix Apps and toolkits to seek out and deliver the right answer to the customer.

Software Skills Used: Salesforce, Quicken.com, Cloud source, Citrix Apps, Avaya, Kronos, Purecloud, Magento, Windows, Microsoft Office Suite

Senior Accounts Payable Specialist

STG, Inc. - Reston, VA - May 2006 to June 2012

Managed vendor and employee account for $220M Mid-tier government contractor firm STG, Inc. Provided exuberant customer service to clients for; travel reimbursement status, department expense, and vendor inquiries.

•Superintended various Deltek Costpoint generated accounting reports and received approvals from the Corporate Comptroller. Posted to the; Accounts Payable, Billing, and General Ledger modules. Also posted reclassifications.

•Oversaw and administered vendor invoices using Deltek database system and verified all invoices were coded properly and accurately entered; have obtained appropriate staff approvals; used the 3-way match process verifying purchase order numbers with contracts; maintained appropriate payment schedules per vendor.

•Operated the distribution of checks, to employee and vendors on a weekly basis. Also processed employee EFT checks twice a week.

•Accurately reconciled company credit card statements and verified accounting classifications.

Skills Used: Deltek Costpoint, Federal Travel Regulations, Outlook, Word, Account Analysis, General

Ledger, FAR

Senior Accountant

Federal Management Systems, Inc. - Washington, DC - October 2000 to February 2005

MANAGER & PROGRAM ASSISTANT (Contractor) / DEPARTMENT OF HOMELAND SECURITY

Provided accounting and project analysis expertise for government contracting firm, Federal Management Systems, Inc. Assisted the Program Manager with administrative duties and worked independently. Monitored status of Department of Homeland Security Enforcement & Removal Operations budgetary funds; accounts, obligations, commitments, expenditures and balances.

•Presented Excel monthly reports assessing delinquency by field office account. Directed Department of Homeland Security Field Office Directors, to resolve employee delinquency issues.

•Dramatically reduced delinquency collections by 30%.

•Main Troubleshooter for Federal Financial Management System technical issues.

•Supervised Department of Homeland Security employee travel and relocation claims.

•Managed employee EFT information, in the Federal Financial Management System, automated payment system.

•Successfully Achieved Management position in 2003. Managed a staff of 5 Senior Accountants.

•Trained Senior level employees in Technical software systems. Motivated Federal Management System employees to provide clients top rate business travel services.

Software Skills Used: Federal Financial Management Systems (FFMS), Excel, Powerpoint

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