Account Analyst

SHELLEY L. HUMPHRIES

Los Angeles, CA *****

614-***-**** • ************@*****.***

CAREER OBJECTIVE

Highly seasoned and reliable Account Analyst with a superb customer satisfaction record. Proficient at interdepartmental coordination to maximize business functionality and efficiency. Committed to ongoing professional development and research to ensure accuracy and innovation in account management and problem-solving.

PROFESSIONAL HISTORY

Certified Signing Specialist (Title Source-Independent Contractor)

Attention to detail of mortgage documents understanding and communicating with client and potential borrowers regarding proper signature requirements.

Witnesses and notarizes, according to Ohio Law and Legislation, pertinent legal documents included in the loan package and successfully completes and meets set deadlines for returning package defined by client.

Customer Master Management Analyst (2012-2013): Managed the data integrity of the Company’s Customer Master data which was utilized for shipping orders, creating sales documents, processing rebates and chargebacks, establishing pricing and tracing indirect and direct sales across multiple Abbott divisions. Responsibilities included:

Collaborated with multi-divisional internal customer service areas to handle daily challenges of resolving customer account issues for the purpose of improving customer service and data integrity.

Reviewed forms and reports and conferred with management and other departments regarding Lease Pump Accounts to determine how the ‘naming convention’ during account set up would be formatted.

Performed mandatory validations through OCR Denied Party Screening, address verifications, and HIN and DEA verifications which was an essential part of the account set up process.

Researched and compiled through data warehouse and SAP system crucial data for meetings, conference calls, and general knowledge of business, regarding Class of trade and Distribution Channels, that would affect wholesaler account set up.

Identified duplicate customer accounts by running queries and pulling reports through data warehouse and/or account database in efforts to verify account information for ease of customer use.

Reviewed multiple accounts through excel spreadsheet to analyze and ensure the “clean up” project for closed or duplicate accounts were within compliance of the department.

Compared and Analyzed SAP and ECC data from already pulled spreadsheets to ensure the data from one system had pulled over to the database of another system during the testing phase of the conversion.

Sr. Classification Analyst – Customer Logistics (2001-2012): Responsible for researching, validating, classifying and implementing new customer accounts, while adhering to business policies and procedures to allow the ability of accurate order processing, shipping, pricing, invoicing and processing of chargeback claims. Specific responsibilities included:

Revised and prepared department training manual and trained new employees on Regional and National account set up such as: new accounts, research, closing accounts and inquiries that developed regarding classification process, according to operating procedures. Granted “Coach of the Year” award as a result of this accomplishment(2008)

Recommended, developed and presented a proposal to management that all “National Accounts” have one “go to” analyst in the department to process all incoming requests which will improve turnaround times and quality of customer service. As a result, selected as the primary “National Accounts” handler. (2009 to 2012)

Identified and trouble shooted essential concerns originating from new account information not being disseminated to internal departments. Developed a process improvement that was implemented within CMR database and as a result the alternative solution successfully impacted EDI, Corporate Credit, Pricing, Brand Managers, Trade, and CSO departments.

Performed validations of existing and potential new accounts for fraudulent activity through research tools of Dun Brad, OCR Ease and internet web applications to ensure accounts were in accordance with applicable policies and guidelines.

Served as a Quality Control liaison between Customer Classification and other internal departments throughout the organization which ultimately affects the end result of an account set up.

Participated in internal assessments by evaluating business processes with system functionality interdepartmentally, cross-departmentally and cross-divisionally which ensured effective business solutions.

Analyzed reporting material to determine whether an existing account needed to be closed due to 2 years of inactivity per Sarbanes Oxley Initiative. (2009-2012)

EDUCATION/PROFESSIONAL DEVELOPMENT

BA Public Communication, Minor Ethnic Studies, Ashland University

SOFTWARE / PROGRAM KNOWLEDGE

Oracle Discoverer, Outlook Express, Microsoft Suite 2000(Excel, Power Point), SAP ECC 6, Windows 8.1, Internet Web applications

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