Customer Service Quality Assurance

Tammy Gladney

Experienced Professional

Acworth, GA

********@***.*** - 678-***-****

WORK EXPERIENCE

Budget Analyst

** **** - ***** ***, ** - March 2014 to Present

Serve as a budget analyst in the installations' in the installations Finance Office.

• Performs routine, continuing budget functions involving the formulation, execution, and/or analyst of budgets

for assigned installation's support activities and organizational components.

• Compiles, consolidates and interprets and summarizes budgetary data for preparation of budget estimates.

• Reviewed historical data to determine spending trends and forecast annual funding needs.

• Thoroughly reviews and checks obligations, expenditures, reimbursable orders, and requests for allotments

to ensure funds are being spent in accordance with annual work plans and schedules.

• Performs budget formulation work involving review and preparation of annual funding needs for one or more

future budget years for assigned, relatively stable organizations, activities, and/or accounts.

• Routinely performs budget execution and administration work involving the monitoring of obligations incurred

and the actual expenditures of funds.

• Provides advice, assistance, and guidance on budgeting and related information.

• Conducts analyses, reviews, and special studies of budget and/or related information for assigned programs/

organizations.

• Uses automated budgetary system(s) and computer-generated products in accomplishing budgeting

assignments.

Accounting Technician

944th AW - Luke AFB, AZ - June 2011 to March 2014

Examines, verifies and maintains accounting data in various financial management accounting systems.

Researches information in BRS for reports and certification of orders.

• Analyze and extracts data from CRIS for management and reports. Initiates journal vouchers in DTIMS for

correction to charged accounts.

• Submits data to host unit to build new lines of accounting as needed.

• Monitors execution of duties performed by subordinate unit order clerks utilizing experienced judgment

to resolve complex issues determining necessary actions needed according to governing regulations and

organization policy efficiently and in a timely manner.

• Articulates policy and procedures according to applicable regulations and organization policy to subordinate

personnel; Communicates daily via e-mail, face to face or telephone to subordinates, higher command and or

organization members regarding resolution of issues.

• Receives and interprets changes and new guidance from higher echelon and articulates this information to

subordinate personnel for implementation.

• Reconciles accounting data and prepares required reports for submission.

Voucher Examiner

Dobbins ARB - Marietta, GA - April 2007 to May 2011

Responsibilities

• Review, analyze, processes, audit and submit travel claims made by military members for reimbursement.

• Compute travel claims for reimbursement in amounts up to but not limited to $15,000. Perform queries

to ensure claimants adhered to government regulations. Provide customer service to hundreds of military

members worldwide.

• Answer inbound and make outbound calls in support of customer needs.

• Conveyed in a reassuring manner step by step instructions to resolve travel reimbursement discrepancies

to members.

• Research and interpret various regulations and or Air Force instruction manuals as warranted, respond to

customer inquires daily ensuring that information relayed is accurate.

• Verify accounting data and documents information for accuracy.

• Perform clerical duties in relation to daily tasks that include answering telephones, receiving and transmitting

faxes, mailing correspondences to customers, maintaining file systems, forwarding and receiving scanned

document as required.

• Daily, reviews travel claims for accuracy to eliminate underpayment and or overpayment to members. Work

diligently to assist other employees conducive to the organization’s

Accomplishments

Computed the highest number of travel claims for the organization

Generated literature for employees to assist in computing cost comparisons

Skills Used

Utilized customer skills

Made sound judgment based on supporting documents received

Utilized research skills

Utilized analytical skills

Travel Clerk

Data Monitoring Systems - Marietta, GA - October 2005 to December 2006

Responsibilities

• Reconciled, reviewed and submitted credit card bill to government travel card agency for processing.

• Updated spreadsheets and reports then submitted to responsible quality assurance personnel for review.

• Maintained travel records and ensured travelers received government rates for travel and accommodations

associated with travel.

• Briefed military members on travel entitlements and travel arrangements.

• Received, inventoried, and inspected military cargo for movement to various military installations.

• Assisted with logistical preparation of cargo movement, ensuring that movement is the most cost efficient

and cargo is received in a timely manner.

• Cargo movement’s element normally consists of packing and crating, outbound freight, and inbound freight.

• Determined applicable codes and mode for various shipment planning processes.

• Prepared and maintained various documents as required.

• Utilized computer application and performs various clerical duties.

• Assisted military members with travel arrangements.

• Prepared manifests for military flight and briefed passengers at the passenger terminal regarding organization

business rules.

Accomplishments

Employee of the quarter twice

Organized the companies travel office conducive to companies goes end result improved customer service

Skills Used

Keen customer service skills

Attention to detail

Organization skills

EDUCATION

Bachelors in Sociology

Kennesaw State University - Kennesaw, GA

2005 to 2008

SKILLS

Customer service, logistics, finance, supply

MILITARY SERVICE

Service Country: US

Branch: US Army Reserves (AGR) & US Air Force Reserves

Rank: E-7

March 1995 to Present

Army Supply Sergeant for multiple military organizations. Organized and maintained unit's supply facility.

Inventoried and maintained organization's supplies and materials.

Material management craftsman for Air Force reserves. Coordinated logistics for joint services organization.

Used multiple supply tracking systems for management and research purposes.

Commendations:

Army Accommodation MedalGood Conduct AwardMetorious Service AwardJoint Service Award

ADDITIONAL INFORMATION

SKILLS

Skilled in managing various financial management accounting systems, applying applicable guidance,

business rules and regulations. Knowledge in analyzing and extracting data from various financial management

systems. Continuously focuses on procedural improvements for purpose of maintaining organization continuity

conducive to goal attainment.

• Financial Management

• Material Management

• Traffic Management

• DOD Travel Policy and Procedures

• Shipping and Receiving

Secret Security Clearance-2007

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