Customer Service Project Manager

JESSICA KELLEY

*** ******* **. ****** ****, CO 720-***-**** ********@*****.***

Summary

Relocating to colorado with the next few weeks. A highly ambitious recent graduate seeking a position in the accounting field. Highly motivated and team oriented. Recognized as a results-oriented and solution-focused individual. Ability to function at a high level in a wide variety of settings.

Highlights

• Strong organizational skills

• Cooperative team member

• Quick Study

• Self-motivated professional

• Communicator

• Determined

• Dedicated

Accomplishments

• Exceeded corporate target for customer satisfaction four months in a row.

• Promoted to Project Manager in 2010.

• Reduced staff turnover by 20% in one year by implementing several well-received team and morale-building programs.

Experience

03/2014-06/2014 Brown Brothers Harriman- Centennial, Colorado

Operations Specialist (Temp. Position)

• Proactively respond to client inquiries on a daily basis.

• Analyze the processing of security and cash transactions for quality and escalate discrepancies based upon predetermined tolerances.

• Perform review and reconciliation of daily transactions, ensuring accurate calculation of Net Asset Value.

• Utilize relevant internal technology solutions to effectively manage client inquiries

• Ensure any accounting related issues or breaks are reviewed and resolved daily.

09/2013- 03/2014 Brown Brothers Harriman- Centennial, Colorado

Quality Analyst (Temp. Position)

• Investigated and resolved discrepancies in monthly bank accounts while under tight deadlines.

• Collaborated extensively with other teams during preliminary and year-end audit processes.

• Analyzed costs and revenues to project future trends.

• Addressed and resolved non-routine, complex and unexpected variances.

• Reviewed accountant booked entries to ensure accuracy of the G/L.

• Prepared monthly and annual expense forecasts, including any necessary recommended action required to manage costs to achieve budget.

11/2012 to 09/2013

Customer Service Specialist

Handy Company- Highlands Ranch, Colorado

• Provided customer service by answering product inquiries and maintaining customer satisfaction.

• Responsible for incoming orders for customers.

• Built and maintained professional rapport with customers.

• Processed payments for customer's subscriptions and orders.

• Analyzed customer’s data for product selection.

• Followed through with email contact regarding inquiries.

02/2011 to 11/2012 Project Manager

AFNI- Evans, Colorado

• Motivated and guided teams of 6-20 customer service representatives.

• Drafted action plans and led meetings with department executives to review project status and proposed changes.

• Delivered status reports to management for budgeting and planning purposes.

• Collaborated with cross-functional teams to draft project schedules and plans. Monitored team progress and enforced deadlines. Served as the single point of contact for project scheduling and changes. Developed slide-shows and other forms of media to present project progress to the executive team.

• Took corrective action when inadequate performance was suspected.

• Collected and analyzed data to use to progress agents performance.

Education

2013 Business Administration- Emphasis in Accounting

Baccalaureate Degree

American Intercontinental University

Undergraduate studies

Northern Colorado University

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