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Customer Service Training

Belleville, IL
October 09, 2018

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My main goal is to learn all I can in Human Resources. (Training, Benefits/Payroll, Org Development) Yes, I have an MBA, but my background was accounting; I am looking for a career shift.

My traits are: Great communication skills, teamwork, problem-solver, raw determination and perseverance, negotiating and persuading, and ability to work under pressure.

HR KSA’s: Laws such as FMLA. EEOC, etc.;Training and organizational development; Mentoring of fellow workers, advising (a good listener), IT skills: Ariba, ADP, PeopleSoft, MS Office, Oracle

Soft skills: Public speaking, presentations, communicator


Learning Program Manager/GP Strategies/MasterCard international Nov 2014-Feb 2017

Supported the VP of Global Talent Development for Operations and Technology. Aided with calendar management and scheduling utilizing Outlook and Excel

Collaborated with Operations and Technology stakeholders at all levels within 9-10 pillars to design, plan, and implement 40 both technology and soft skills/leadership training sessions.

Reconciled a $4M dollar Operations and Technology training budget utilizing SharePoint

Processed purchase orders utilizing Oracle, created and managed contracts utilizing Ariba

Created all technology and leadership training events and sessions in Cornerstone Learning Management System (LMS) and communicated to intended audience. Topics ranged from Communication skills to JAVA development.

Measured and compiled participant survey data reflecting learning program results utilizing Kirkpatrick system

Administered online learning platforms; Degreed, Lynda, Pluralsight, and O’Reilly Safari Books Online

Arranged and coordinated training events for both domestic and international programs including India, Australia, and Europe.

Business Owner, Small Press Publishing Nov 2011-June 2015

Negotiated publishing contracts, selling site set-up and file conversions, vetted submissions

Resolved and processed all financial data, calculated quarterly revenue, timely computation and distribution of 1099’s and bookkeeping of financials Dollar amounts ranged from $20 to $1,400 for royalties

Ensured compliance with federal, state, and local regulations on licensing and zoning

Solicited and reviewed aspiring authors, editors, and cover artist as contractors; at peak, there were 15 contracted employees that joined due to referrals from creative networking sites and word of mouth


Staff Accountant/The Printing Source Aug 2018-Sep 2018

Processed A/P transactions: Charged expenses to appropriate G/L accounts and by analyzing invoices utilizing Monarch. Pays vendors by monitoring discount opportunities. Scheduling and preparing checks. Three-way match performed.

Reported sales & use taxes by calculating requirements on paid invoices.

Resolved purchase order, contract, invoice, or payment discrepancies and documentation

Purchasing Coordinator/Insight Global/Charter Communications Sep 2017-Dec 2017

Validated General Ledger Identification Code to ensure accuracy of ordering ServiceNow

Processed 50-75 IT software orders utilizing ARIBA purchasing system

Screened daily reports of pending items, denials, approvals, and work-in-progress items for either implementation or rejection

Cash Applications Clerk, C-Pay/Supplies Network June 2014 – August 2014

Processed daily cash/checks, COD’s and ACH’s into system applying to vendor accounts Dollar amounts ranged from $1 to $50,000

Balanced daily cash and credit reports

Senior Accounts Payable Accountant/Rose International/Amdocs Feb 2014-May 2014

Catalogued invoices and checked requests and expenses into workflow Markview 170 system, processed invoices for Latin America including non-standardized employee expenses

Inspected A/P invoices for accuracy including value added tax (foreign invoices); utilized Excel, Outlook, pdf, Oracle, and SAP on a consistent basis

Accounts Payable Administrator, Furniture Brands Int. / Heritage Home Group Mar 2011 – Feb. 2014

Screened and processed invoices utilizing Oracle Workflow to ensure accuracy for keying (pre-key)

Trained and tutored new and in-place personnel in all facets of validation and vendor maintenance

Provided efficient processing of batches at a high rate of accuracy daily to meet deadlines, provided assistance for vendor master changes, and additions

PRIOR TO 2011:

Customer service (six yrs), data entry (10+ yrs), receptionist (2 yrs), executive secretary(1 yr), HR assistant (2 yrs), accounts payable/receivable (6 yrs), retail (2 yrs), insurance (3 yrs)


Masters of Business Administration/Strategy & Management July, 2013

Western Governors University, Salt Lake City, UT

Bachelor of Science, Human Resources Management July 2009

Western Governors University, Salt Lake City, UT


Toastmasters International 2005-2007/2015-2016/2018-Present

Delivered 38 speeches plus 9 evaluations of other speakers

Supported function of coordinating group meetings of the Officers (2006)

Fulfilled roles as an Officer twice: Publicity and Education (2005-2007)

Mentored and trained/coached three new members by offering advice, feedback, and constructive criticism (2007 and 2016)


Mentor Network as a Small Business mentor/coach 2018

Editing brochures and books for startup companies

Collaboration on ideas and procedures for small businesses

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