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Manager Customer Service

Alpharetta, GA
January 30, 2019

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Melissa A. Smith


Internal Audit Treasury Cash Management GAAP Currency Translations Certified Fraud Examiner

Work Experience

FedEx Corporation, Memphis, TN

Internal Audit Associate, January 2012 – May 2018

Completed Audit Committee plan audits. Performed planning, fieldwork, and reporting portions of operational, financial, corporate, and P&C audits. Staff on 29 business division audits, 5 cross opco audits, and 4 P&C audits.

Assisted with risk and controls analysis for assigned audits. Provided input to Audit management/ senior staff on routine audit reporting. Staff on with key Executive risk interviews.

Performed audit fieldwork.

Completed business and fraud scan flow charts in Visio to cover key controls and risks. Developed testing.

Identified root cause of ineffective controls and communicated results to management. Developed action plans for process improvement, control enhancement, and gains in efficiency.

Analyzed proprietary data sets using Excel tools and CAAT tools.

Awarded Bravo Zulu for ‘Above and Beyond’ performance on dispatch operations and DWS system audit. Express tuition reimbursement subject matter expert.

Subject Matter Expert for Express Tuition Reimbursement. Presented at Control Self- Monitoring summit meeting.

ServiceMaster Global Holdings, Memphis, TN

Internal Auditor, August 2010 – December 2011

Conducted assigned branch and HR audits for ServiceMaster operating brands: Terminix, TruGreen, and Merry Maids branch locations. Worked independently. Conducted entrance and exit conferences.

Documented draft report audit scorecards for branch, audit, and HR management review. Branch scorecard testing programs included Revenue Recognition, Inventory, Fixed Assets, Data Security, Training/ Environmental Compliance, Human Resource OFCCP postings, payroll. Developed action plans based on audit results.

Worked with senior auditor on American Home Shield incentive payment audit. Reviewed company account insurance reserves for anticipated insurance payments. Reviewed bonus payments with IRS, OFCCP, and company policy guidelines.

Performed Sarbanes-Oxley testing for: payments (A/P), Debt and treasury compliance, accounts payable vendor master file process, tax payment process, payroll, and accounting close. Reported results to audit manager for company SOX certification and compliance report.

ServiceMaster Global Holdings, Memphis, TN

Treasury Analyst II, March 2009 – August 2010

Initiated daily wire, SWIFT, and ACH transactions. Consolidated cash and provided treasury manager with cash position. Provided treasury accounting with current and prior day activity statements. Updated the shared cash forecast calendar with scheduled inflows/ outflows of cash.

Opened/ closed new business accounts as necessary. Updated the bank book diagrams in PowerPoint.

Managed ServiceMaster operating accounts for TruGreen, Merry Maids, Terminix, and ServiceMaster Acceptance Corp bank accounts. Reconciled daily transaction activity in the treasury workstation. Resolved failed BAI files and reported transmission failure to bank. Updated treasury balance with same day information.

Resolved suspected fraud and bank account fee noncompliance.

Opened new bank accounts with authorized approved signatories based on corporate role.

Security administrator for online banking platforms. Added new users, updated permissions, and off boarded users.

Assisted ACH clerk match ACH EDI payments received from government agencies to correct invoices.

Assisted treasury team set up Kyriba. Worked on internal project to decrease/ consolidate bank accounts and achieve operational efficiency and bank account cost savings.

Assisted setting up a new corporate lockbox account.

Assisted with factored receivable invoicing, letters of credit, and revolving lines of credit to provide working capital and minimize interest. Processed payments with to avoid short term debt breakage/ late fees.

Caesars Entertainment Corporation (Formerly Harrah’s entertainment), Memphis, TN

Treasury Clerk, July 2006 – March 2009

Managed opening/ closing 400+ location/ corporate bank accounts. Ensured accounts met company bank account policy, corporate bank account structure, and negotiated bank agreement requirements to add/ change needed services. Updated authorized corporate signers in accordance with corporate resolutions as part of internal audit review. Completed timely fraud affidavit disputes and provided to the bank to meet Federal Reserve filing guidelines.

Set up delivery for paper statements and BAI files for Treasura account management application.

Researched and deposited miscellaneous A/R payments. Provided G/L information and legible documentation copies to treasury accounting. Provided treasury accounting with monthly activity in Treasura.

Provided administrative support to the Vice President and Assistant Treasurer with dotted line responsibility to Director of Cash Management and Director of Investor Relations/ Debt Management.

Successfully completed transition of bank accounts with check writing to Wachovia bank and held training conference calls with property management for positive pay process.

Opened new banks related to collateralized mortgage back securities during investment bank buy out. Worked as treasury point person with accounts payable to segregate revenue streams from collateralized properties from general revenue. Provided daily revenue reports from accounts payable to the Director of Cash Management.

Assisted corporate security with employee extortion case and fraudulent winning payment scheme for fraudulent casino winnings.

Created Letters of Interest, Requests for Proposal, board presentation materials, and contracts for Authorized signers. Managed Protected confidential company information and managed secure filing room.

Researched accounting information and developed ad hoc reports for Vice President/ Assistant Treasurer from monthly property and corporate accounting report books. Maintained secure file drawers and filing room executed SWAPS, Interest Rate Hedges, Due Diligence Information, Bank Account Agreements, ACH Agreements, Letters of Credit, Bonds, Merchant Card Agreements, and Compensation Agreement for Companywide Health Insurance Provider.

Drafted treasury department responses for property level Gaming Board license renewals

Used company systems: Treasura (TMS), Excel, Microsoft word and company iSeries accounting systems.

Hunter Fan Company, Memphis, TN

Credit Coordinator, April 2005 – June 2006

Reviewed credit applications and credit resources in D&B, Credit Risk Monitor local sources before extending business credit to new customers. Reviewed all credit limits on annual basis to increase/ decrease credit as needed.

Managed small business accounts for Hunter Fan operating company. Initiated 70+ daily contacts accounts from the DSO report group at highest risk. Applied lockbox cash payments and credit memos to customer accounts in AS400 system. Collaborated with sister business unit controller for misdirected payment intercompany transfer in accounting system.

Worked with sales and marketing to get market program discounts updated on short paid accounts meeting program goals. Identified systematic problem automatically releasing orders regardless of size if a customer had not ordered in a year. Corrected by updating all non-active account credit limits to force manual review for shipping release.

Filed POD claims against delivery agents as needed. Reviewed vendor buying agreements. Assisted credit manager gather support for legal suit against largest vendor.

Cleaned up service agent warranty G/L and sent official letters closing service agent centers as part of company strategy.


Bankruptcy Clerk, Sept 04 – March 05

Bankruptcy Specialist managing daily portfolio new filings averaging $300k/day. Initiated legal referral for Motion of Relief trials for non-compliant cases and/or recovery of perfected assets above state limits of protection. Generated reaffirmation agreements. Referred assets for collection/ recovery from discharged/ dismissed cases where applicable. Identified CH 13 loan modifications and escalated to the proper bank departments in vehicles or mortgages for changes in payment terms in the banking system.

Utilized Lexis-Nexis, Lawson, Excel, and banking systems. Uploaded signed documentation to PACER and Ch 13 network.

Securities Service Network

New Account Specialist, Feb 03 – July 03

New Account Specialist. Opened brokerage accounts for customers of affiliated advisors on Pershing and Fidelity NFS systems.

Coded new accounts with correct commission fee structure codes.

Took phone calls from customers and helped them navigate the website. Transferred warms call to correct contact, and hand delivered messages to the trading floor as needed.

Worked late hours one evening a week to answer customer inquiries.

Pulled archived statements from microfiche to research account activity for customer requests.

Received training directly from Chief Operating Officer/ Legal Counsel.

Additional roles in Healthcare and University Food Service Management.


Quantitative analytical skills with attention to detail

Strong skills with Excel and intermediate MS Access skills

Monitoring EBITDA for debt covenant compliance

Monitoring Bank Fees for accuracy and efficiency

On board/ Offboard new accounts and services

Manage online bank access and account services

Manage Bank Account inventory in TMS and align with hardcopy file management

Account Reconciliation (activity and G/L)

Support all debt issuance activities, including revolver, facilities, commercial paper, term loans, etc.

Assist gathering securitization data from business monthly and consolidate in report to issuing bank

Payments (Wire, EFT, ACH, EDI)

Prepare monthly TMS reports to track cash and debt balances, interest expense and income

Proved reports to treasury manager and treasury accounting

Debt Payments (bonds, short term loans, factoring)

Fund company payment accounts

Accounts Receivable (check and wire deposits). Collections and Customer Service

SOX testing

Excellent ability needed to multi-task for daily tasks and special projects


B.S. Business Administration, Accounting and Finance, 20University of Tennessee, Knoxville


2012 Company BZ Award ‘Above and Beyond on Dispatch Operations & DWS Application Audit’

Honors Classes

Executive in Residence honors marketing class

Special Topics in financestock Broker guest lecturer

Financial Management Association trip to meet Warren Buffett

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