Customer Service Management

BRENDA NASH WILLIAMS

**** ****** *****, ********, ** 30038 470-***-**** (

*********@*****.***

Profile

Self-motivated professional with 10 years of auditing experience and a 20+

year background in project management and HR operations management in both

the government and private sectors. An effective leader committed to

maintaining strong customer relations and coaching team members to meet

established goals and expectations. Highly analytical and detail oriented

with expertise preparing and presenting report finding to senior

management. Strong organizational and confidentiality skills.

Core Competencies:

? Reporting & Analysis ? Auditing & Quality Assurance ? Sound Judgment

? Verbal/Oral Communication ? Excellent Organizational Skills ? Time

Management

? Interpersonal Skills ? Team Player ? Problem Resolution

? Excellent Microsoft Office skills ? Detail Oriented ? Client

Relations

Career Highlights

> Coached store management on improving audit scores at AT&T, resulting

in the LA team securing top national ranking in 2012 and the top 10%

of the market for the past ten years.

> Oversaw $500,000 in inventory at BellSouth/Cingular Wireless and

implemented processes that produced cost savings on returned phones

and significantly minimized lost inventory.

> Closed 150 out of 300 finance groups within the federal government in

Europe and successfully reassigned approximately 10,000 individuals.

The project was completed ahead of schedule, within target cost, and

used as a model for future projects.

> Prior experience as a Certified Administrative Specialist / Personnel

Management with Secret Level Clearance within the U.S. Armed Forces.

Professional Experience

AT&T, Los Angeles, CA 2005 - 6/2014

Auditor

Plan, scheduled and performed 88 annual operational and compliance audits

on company-owned retail stores within 13 states.

> Evaluated company stores on metrics related to inventory, safety,

cash, policies and procedures.

> Developed audit reports and communicated findings to senior management

via written reports and verbal presentations.

> Conduct audit testing of specified area and identify reportable issues

and risk.

> Documents findings, updates and action plans on the year-end

Corrective Action Plan (CAP) to provide test results and

recommendations to management.

> Conduct desk reviews and on-site audits.

> Trained and monitored facilities on the requirements and expectations

of the audit program.

> Review, analysis, and monitor of procedures and systems of internal

control within the company.

Professional Experience, Continued

BELLSOUTH/CINGULAR WIRELESS, Greenville, SC 1997 - 2005

Inventory Management/Buyer/Administrative Assistant

Managed daily operations, inventory, and personnel for 14 retail stores.

> Maintained the sales system, inventory accuracy, physical counts,

reconciliations, and purchasing for four sales channels.

> Forecasting and budgeting retail product demand.

> Conduct and direct physical inventory cycle counts.

> Research issues and contact vendors to obtain prices, schedule or

expedite delivery dates.

> Responsible for data entry, analysis and/or report generation of

supply related content.

> Act as a liaison between customer sales and customer service.

266TH THEATER FINANCE COMMAND, Heidelberg, Germany 1992 - 1996

Operations Specialist / HR Manager

Acted as Action Officer in the Directorate for staff and administrative

actions.

> Responsible for tracking deliverables, dates and monitoring deadlines;

provides timely reports highlighting any problems as they arise.

> Prepare and process payroll changes.

> Processed all personnel actions including recruitment, salary updates,

administration, pay and leave records and benefits.

> Screened, interviewed, and tested applicants for specific job

openings.

> Worked closely with the German and Federal Union to ensure employee

rights.

Education, Certifications, and Professional Training

Tallahassee Community College

Associated Degree

US Army

Administrative Specialist

Seminars / Workshops:

"First Things First" Management, Sexual Harassment Awareness, Business

Writing, Assertive Communication Workshop, Primary Leadership Development

Course, Fundamentals of Writing

Contact this candidate