Sign in

Customer Service Management

Dallas, TX
February 29, 2016

Contact this candidate


*** ******* **** ****** *. Glenn

Alpine AL, ***14 205-***-****


Ambitious professional with over four years of experience at a Fortune 500 company in mortgage, customer service, research and analysis. Extensive ability to manage time, problem solve, critically think, analyze, identify and escalate recognizable risks with strong attention to detail, and possess effective communication skills. Software Skills: Microsoft offices (PowerPoint, Word, Excel, Outlook, Access), Web-track, QuickBooks, Creative Solutions Accounting, Shelby Software, V-Lookup, Fidelity, PACER, Web-Direct, and SharePoint.


Master of Business Administration, Major: General Management

Troy University, Montgomery, AL July 2011

Bachelor of Science, Business Administration, Major: Finance

Alabama State University, Montgomery, AL May 2008


Sheppard-Harris & Associates, P.C., Birmingham, AL

Accounting Assistant, December 2015 to Present

Develop and maintain financial record keeping and reporting systems.

Given a variety of special projects involving cost/benefit analysis, revenue forecasting, trial balance execution and preparation of efficiency report.

Process and manage billing, receivables, payables, cash receipts, cash disbursements, and general ledger functions.

Review reconciliations to ensure that they are prepared properly and follow-up on any unusual items.

Data entry into accounting systems and generating reports.

Prepare various financial, regulatory, and special reports on a weekly, monthly, and quarterly basis as necessary.

Create and maintain databases and spreadsheet files as requested.

Wells Fargo, Homewood, AL

Research & Remediation Associate, September 2014 to December 2015

Researched and resolve escalated cases by looking over product information, terms, conditions, and contracts.

Audited quality assurance/control files for high dollar accounts.

Ensured identified risks and problems are clearly documented and correspond with appropriate departments (cash and critical field maintenance) for timely resolution.

Analyzed transaction deficiencies and recommends solutions in constant-changing environment.

Process complex and corrective transactions by generating reports and summarizing the results of review.

Extensive Data Integrity/Forensics on daily files using amortization tables excel formulas, and financial analysis protocols such as return on equity and return on assets.

Verified cash applications using budget analysis and cost accounting tools such as checks and balances with money sitting in suspense accounts after reversing or applying funds to accounts/ corrected 1098 tax forms for previous years.

Wells Fargo, Homewood, AL

Loan Servicing Specialist 3, October 2011 to September 2014

Reviewed loan modification documents received on the back end of settlement.

Communicated with our business partners on reviewing loans in Settlement.

Actively worked to mitigate risk in the Settlement department by identifying errors and issues with loans prior to the completion of settlement.

Worked closely with upper management and business analysts on projects to develop new processes including scope development, requirements gathering, analysis, and implementation.

Performed audits and reports to ensure proper process and inventory flow between different departments.

SME’s (Subject Matter Experts) for training in Springfield, IL.

Team leaded, completing team huddles, pipeline management, and escalation resolution.

Developed department procedures for settlement processes.

Trained two new Work Director’s in 2012 for FHA Settlement and over 50 team members on procedures for Settlement processes.

Performed FHA recordable modification Training.

Glenn Transportation, Sycamore, AL

Bookkeeper, February 2008 to February 2013

Created accounts and estimates using QuickBooks.

Reconciliation and compilation of all data needed for CPA at quarter and year end

Managed invoices and monthly reports.

White Hall Gaming Center, Hayneville, AL

Director of Finance, July 2008 to November 2008

Ensured the timely and accurate reporting of financial information to appropriate/entitles.

Developed and implement sound policies and procedures.

Oversee loss prevention procedures and supervise loss prevention staff.

Ensured all compliance with System of Accounting and Internal controls.

Directs and coordinates activities of the Finance Department to attain goals and objectives.

Ensured there are established protocols for reports, recordkeeping, internal controls, and operations.

Managed subordinate supervisors who supervise a total of 50-100 employees in the Cage Department, and Accounting Department.

Directed all activities and resources of the payroll accounting department.


Talladega County Alumnae Chapter of Delta Sigma Theta Sorority, Inc. a public service sorority TSHREM (Triangle Society for Human Resource Management) 2010-2011 Treasurer NAACP (National Association Advancement of Colored People) 2004-2005 Chair of Membership, FMA (Financial management Association) 2007-2008 Treasurer, NABA (National Association of Black Accountants) 2007-2008 Treasurer and Chair of Fundraisers, SIFE (Students in Free Enterprise) Finance experience would ideally be in an analytical environment, budgeting, financial analysis or modeling BA in Business, Accounting, or Finance Demonstrate independent and creative thinking and have ability to analyze business dynamics through the understanding of key business drivers Exceptional analytical, problem solving and organizational skills Strong computer skills, particularly in depth knowledge of Microsoft Office applications: Proficient in Excel, Familiar with PowerPoint and a basic knowledge of Word and Access. Excellent verbal and written communication skills, with ability to distill and discuss key findings from moderately complex analysis Must be able to work independently, problem-solve and prioritize multiple tasks in a fast paced environment while managing time, setting priorities and meeting deadlines Ability to effectively collaborate with others, initiate action and adapt to change Ability to manage and prioritize multiple assignments simultaneously and produce timely results in response to changing business needs Ability to work well with others in a fast-paced, deadline-oriented environment Ability to build and maintain effective working relationships with multiple departments to ensure appropriate levels of communication, cooperation and achievement of goals and objectives Excellent oral and written communication skills Excellent analytical, accounting, budgeting, financial, and creative problem-solving skills Personal ownership and initiative Ability to work independently, as well as under direct supervision or in a team environment Strong organizational and documentation skills Ability to determine accounting treatment of transactions and its impact on the financial statements Review, evaluate, and report on government-wide debt management processes and activities to determine strengths and weaknesses, and recommend improvements in the operations. -Analyze financial information concerning the effectiveness of ongoing programs; utilize various analytical techniques to determine whether the manner and means of achieving current program objectives should be modified or whether the objectives themselves should be modified; identify the nature and extent of revisions required to improve effectiveness; and develop criteria for effective evaluation. -Interpret policies, procedures, and guidance in order to make recommendations regarding effective internal control procedures and suggest plans which contribute to fulfilling BFS strategic vision and organizational mission. -Act as a liaison between DMS, Treasury, OMB, and other stakeholders for the pilots and other projects. Respond to inquiries from Congressional staff members. -Monitor the validity, accuracy, and reliability of performance data related to debt management programs using a variety of techniques.

Contact this candidate