Customer Service Manager
Resume:
JYAH GITOMER
******@*****.***
QUALIFICATIONS PROFILE
Accounting Professional
Communication
Customer Focused
Development
Forensic Mindset
Leadership
Mentor
Outsource Relationship Manager
Root Cause Analysis
Servant Leader of the Year in 2011
Technology Savvy
Training
PROFESSIONAL EXPERIENCE
LHP Hospital Group – Plano, TX (contract)
Internal Auditor
Conducted internal audit of hospital revenue, doctor revenue, payroll, fixed assets, and patient records.
7-Eleven Inc.-Dallas, TX
Senior Accounting Manager, Customer Service (2013 - 2016)
Managed outsource relationship for Accounting Customer Service, Asset Protection, and Operations Support
Created new Escalation Team to handle complaints and complex issues for all areas of the company focusing on Accounting to serve as a personal liaison between over 8,400 store operators and store support center accounting departments
Researched accounting inquiries and conducted account and vendor account reconciliations to provide direction to internal departments on appropriate action to timely and efficiently resolve issues
Assisted with all aspects of accounting: accounts payable, payroll, sales tax, payroll tax, lottery, banking, cash reports, general ledger, and merchandise accounting
Responsible for all aspects of restitution checks including posting payments, accruals, and final reconciliations
Created procedure and training manuals to support outsourced help desks and the escalation team
Explained high dollar, complex accounting issues to franchisees using non-accounting terms
Conducted financial statement analysis and provided suggestions to franchisees to increase profits and control costs
Served as a liaison with sales tax and IRS auditors and the franchisees
Established new online tool for case creation for Accounting, Payroll, Human Resources, Merchandising, Logistics, Operations Support, and Asset Protection cases
Implemented new CRM software including RFP, vendor selection, requirements gathering, testing, training, implementation, and phase two and three improvements
Conducted root cause analysis to identify and remove store obstacles
Created and delivered presentations to the Executive Committee on quality, turn times, and root cause analysis using tables, graphs, and charts
Accounting Shared Services Manager (2012 - 2013)
Created three new teams to support the Merchandising department with new item set up, promotions, scanbacks, billbacks, and allowances, and maintenance of inventory items
Led, coached, mentored, and managed a total of 30 employees
Created new procedures to streamline the process reducing turn times from one month to one week
Reconciled vendor accounts
Analyzed scanbacks, billbacks and allowances to ensure accuracy and to compare estimates to actuals
Implemented a new online tool for case creation to log and track issues
Operations Support Manager (2010 - 2012)
Promoted to create and manage new centralized administrative department comprised of 25 team members responsible for assisting stores, field consultants and market managers
Handled the creation, distribution, and filing of contracts, letters of notice, breaches and other legal correspondence
Responsible for ordering items to support stores and field operations including forms, office supplies, small wares, shelving, and other equipment
Analyzed root cause and changed several processes eliminating the need for over 12,000 cases a year
Accounting Customer Service Manager (1997 - 2010)
Promoted to managerial position based on prior performance, with accountability for managing broad-scope operations focused on delivering quality customer service and including direct leadership of a 45-member team to support franchisee bookkeeping activities
Conducted research on accounts payable, inventory payables, payroll, and general ledger entries to either explain entries to franchisees or to provide direction to accounting departments on needed corrections supporting over 6,000 stores
Effectively developed, produced and implemented all training materials for customer service representatives as well as a user-friendly on-line reference guide for customers
Implemented new CRM software including RFP, vendor selection, requirements gathering, testing, training, implementation, and phase two and three improvements
Conducted root cause analysis to identify and remove store obstacles
Created and delivered presentations to the Executive Committee on quality, turn times, and root cause analysis using tables, graphs, and charts
Accounts Payable Supervisor, 1997-1998
Productively led 17 staff in all facets of accounts payable operations
Collaboratively facilitated successful conversion to Oracle A/P; provided all accounts payable staff training
Increased departmental efficiencies to generate solid results in improving processing timeframes
Effectively coordinated and conducted UAT testing
Previous Experience
Beal Bank, SSB-Dallas, TX (1994-1997)
Staff Accountant
VMX, Inc.-San Jose, CA/Dallas, TX (1991-1994)
Payroll Processor
Staff Accountant
PROFESSIONAL CERTIFICATIONS
Certified Help Desk Director, STI Knowledge; 2003
Certified Call Center Manager, STI Knowledge; 2003
Certified Help Desk Manager, Help Desk; 2000
EDUCATION
BS in Accounting, University of Phoenix April 2013
EMBA Texas A & M Commerce March 2015
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