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Manager Customer Service

Las Vegas, NV
September 10, 2018

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Diana Case

**** ****** **.

North Las Vegas, NV *9032



Operations/Project Management/Business Analyst

Solid experience in Operations/Project Management/Business Analyst with a track record of accomplishments, improving productivity, quality efficiency, & profitability for more than 30 years. Recognized for exceptional problem solving and motivational skills as well as the ability to gather requirements, design, implement, upgrade, and troubleshoot systems. Superior team building, conflict resolution, and customer service skills. A strong work ethic and extremely detail oriented.

Successfully created and enforced efficient department workflow processes and procedures.

Developed reports to give information relevant to Printer Management for Sales and Admin.

Recognized for development of strong and productive Teams that worked together to meet and many times exceed all goal and priorities expected of them.

Professional Experience

AIS – Advanced Imaging Solutions, North Las Vegas, NV 2006-2017

Business Solutions Analyst

Document Imaging – Analysis, Development, Install, Follow-up

PrintFleet System Administration – Process & Procedure development, Maintenance and update of information.

Contract Processing

Accounts Receivable

KB Home Mortgage, Las Vegas, NV 2002-2005

Imaging Manager

Coached and trained staff to process the high volume of loan files received daily for imaging.

Member of the SCORE Loan Origination Project team

Teamed with Countrywide and In-House programmers on the Image Import Project

Collaborated with management in several Special Projects to improve the workflow and efficiency of the Back Office

Stronghold Enterprises Inc., La Verne, CA 2000-2002

Management Consultant

Kaufman & Broad Mortgage – Imaging Implementation Project

Collaborated with management to implement the Imaging System used for mortgage loan files and created the workflow processes used to image the loan files.

Washington Mutual Financial Services – Backfile Project

Directed and motivated 21 temporary employees researching files and preparing documents to be scanned based on requirements established by the Backfile Conversion Project.

Diana Case

4141 Coburn St.

North Las Vegas, NV 89032



Home Savings of America, Irwindale, CA 1986-1999

Accounting Supervisor/Office Manager

A/P Imaging System Liaison Administration

Primary team member in cost justification, analysis, design, testing and implementation of A/P Imaging System, resulting in a system with increased processing efficiency reducing staff by more than 50%

Coordinated with Image Technology Group and Data Processing Department to find and resolve problems that occurred during daily operations. Optimized efficient processing of A/P through Imaging Workflow System


Influenced and directed the Security Coordination of 10 different mainframe systems and/or applications

Established procedures and controlled accurate processing of accounts payable

Enforced accurate maintenance of vendors on A/P system info was used for 1099 Misc. reporting to IRS

Created, implemented & maintained the workflow processes used to scan and index A/P vouchers and other accounting documents into the Imaging System

Directed cost efficient measures for the ordering, distributing and maintenance of supplies and equipment for up to 260 employees

Ensured the accurate distribution of checks, mail, computer reports and financial board reports

Organized and facilitated accurate maintenance of the department’s film records, onsite/offsite record retention, and research requests

Department Facilities Manager

Analyzed department floor space and designed usage to get the most efficient use of space possible. Received recognition of reducing department square foot usage by 25%

Coordinated numerous successful departmental staff relocations requiring relocation of phones, files and equipment

In collaboration with the Accounting Managers developed a Disaster Recover Plan for the entire Account Department


North-West College

Medical Insurance Specialist

Home Savings offered classes

The Exceptional Supervisor

Management & People Building

Project Management

Citrus College


Chaffey College

Intro to Computers

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