Customer Service Representative

LACORA T. FRANKLIN

***** ********** ***., ***. **** • Dallas, TX 75243

316-***-**** • *******@*****.***

ACCOUNTANT

Detail focused Professional leveraging 10+ years of experience across multiple industries and graduate level training to meet

the accounting requirements of multi sized companies. Demonstrated ability to adhere to deadlines, accurately input financial

& numerical data into accounting software, and update financial records such as journals & ledgers. Well equipped to lead

staff. Skilled in 10 key.

Adheres to corporate and industry guidelines for handling cash, checks, and vouchers.

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Versed in the compilation of statistical, financial, accounting, and auditing reports & tables.

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Strong understanding of financial forecasting & projections, bank reconciliations, and external auditing

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through academic training.

• Core Competencies:

Contract Negotiation, Management • Administrative Management • Client Relations

Accounts Payable/Accounts Receivable • General Ledger • Sarbanes Oxley • GAAP • Collections

Report Generation • Regulatory Compliance • Complex Problem Resolution

SELECT HIGHLIGHTS

Collected on past due mortgage accounts with balances of $40K $500K, consistently meeting goal to

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bring 30+ accounts current per week while at Capitol One.

Competent of basic business organization and commercial practices, ability to analyze: operations,

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financial conditions, policies and procedures of agencies.

Played a pivotal role in the 10% improvement of student extracurricular activities, carefully managing a

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$200 budget.

Negotiated contracts for a band selected to perform as part of the 2009 Presidential inauguration.

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Developed the financial section of a 45 page business plan for a cloud computing company, successfully

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allocating a $200K budget. Drafted financial statements for a 5 year period, including income & cash

flow statements, balance sheets, and break even analysis. Helped other group members align their

sections with the financial plan, ultimately earning an “A”.

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EDUCATION & ACADEMIC EXPERIENCE

Keller Graduate School of Management, Richardson, Texas – June 2013

• Master of Business Administration (Accounting)/ Graduate Certificate of Accounting

Select Coursework: Managerial Accounting, Financial Accounting, Accounting Ethics, Intermediate

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Accounting I, II, & III, Internal & External Auditing, Government & Non for Profit Accounting, Cost

Accounting, Federal Income Tax Accounting, Accounting Information Systems, Business Law

Jackson State University, Jackson, Mississippi 2008

• Bachelor of Business Administration (Accounting)

PROFESSIONAL EXPERIENCE

LaCora Franklin Phone: 316-***-**** E mail: *******@*****.*** pg. 2

INTERNAL REVENUE SERVICE/DEPARTMENT OF TREASURY, Dallas, TX 2012 Present

Contact Representative

Address tax issues using knowledge of tax law. Review tax returns to ensure accurate and full completion in compliance with

Internal Revenue Code. Team with the Taxpayer Protection Program to investigate fraudulent tax returns.

Analyze and interpret financial documents to determine case conclusions. Review audit reports and

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steps to provide justification for conclusions and explain adjustments in tax liabilities. Assess taxpayer’s

ability to pay, issued liens, and arranged installment payments.

Apply basic investigative and analytical interviewing, and fact finding techniques/methods to elicit

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sensitive, personal, and financial information from taxpayers or representatives. Interview accountants,

attorneys, estate representatives, and other third party stakeholders by phone to effectively resolve

issues.

Emerged as a top learner during training, quickly grasping and accurately applying acquired principles.

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Planned events, liaised between supervisors & peers, and forged strong relationships.

DALLAS COUNTY (JJAEP), Dallas, TX 2011 2012

Math Teacher

Delivered technology focused math programs featuring self paced learning styles for 80 students, fueling a 21% jump in the

number of seniors who passed.

Maximized a tight $200 budget to optimize student extracurricular activities.

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Analyzed Federal, agency, and state laws to ensure compliance with special education’s Individualized

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Educational Plans/ Program (IEP), FERPA, and Texas Education Agency

PEGASUS CHARTER SCHOOL, Dallas, TX 2010 2011

Teacher, Special Education

Administered an instructional, therapeutic, and skill development program for 15 special education

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students in grades 4 6. Spurred a 15% jump in passing scores on the Math TAKS test. Kept track of and

adhered to all federal, state, district, and school regulations & policies relevant to special education.

Improved the overall organizational flow of the special education dept., increasing productivity by 30%

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initiating a project to document operational procedures.

Managed a case load of 30 students with disabilities, evaluating progress toward academic & behavioral

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goals, collected and prepared statistical reports to support recommendations and conclusions, and

corresponded with parents, teachers, and principles through written documents, telephone, and face to

face meetings.

Aided the development of departmental workflows, forecasting future staffing needs and other vital

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information.

Career Note: Mortgage Collections/Mitigation, Capital One; Appraisals/Clerk II, Bank of America • 2010

TORRID, Mesquite, TX 2009 2010

Assistant Manager

Audited 150+ sales and credit transactions, decreasing shrinkage and emphasizing loss prevention. Fulfilled budget

requirements through skilled management of payroll and staff scheduling.

Oversaw daily operations, directing staff and processing bank deposits of $2K+.

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LaCora Franklin Phone: 316-***-**** E mail: *******@*****.*** pg. 2

Career Note: Customer Account Executive/ IT repair, Comcast Cable • 2008 2009

ADDITIONAL WORK HISTORY

Assistant Manager, RAINBOW CLOTHING, Wichita, Kansas 2003 2004

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Customer Service Representative, MCI, Wichita, Kansas 2003

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Sales Associate, SEARS ROEBUCKS, Wichita, Kansas 2001 2003

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Musician/ Performance Manager, Aug. 2005 May 2009

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Community Activist, March of Dimes, Jackson, Mississippi 2008 2009

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Volunteer, Mississippi Animal Rescue League, Jackson, Mississippi 2007 2008

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TECHNICAL SKILLS

Microsoft Office Suite, Windows (XP, Vista), Peachtree Accounting software, 10 key

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Contact this candidate