Customer Service Management

WANDA MOSS

*** ********** *** **, ******, Georgia

404-***-**** ****.*****@*****.***

Analysis Data Reporting

Process Management Business Processes Solution Focused

Accomplished and integrity-driven Analyst with a strong concentration and enormous success utilizing business analysis, requirements, and effective communication to help define solutions to meet organizational goals. Recognized as a leader with strengths in re-engineering businesses processes, defining continuous improvement methods, building consensus and providing solutions for integral parts of administration. Exceptional academic qualifications including my MBA in Finance where I graduated with top honors. Strong interpersonal skills, highly adept at facilitating discussions and negotiations with key stakeholders.

Core Competencies

Analytical Thinking

Conceptual Development

Interpersonal Skills

Complex Problem Resolver

Effective Communicator

Leadership

Technical Understanding

Multi-Task/Prioritize Effectively

Process Improvement

Accuracy and Detail Orientated

Elicitation Skills

Cross-collaboration

Professional Experience

First Data Corporation Atlanta, GA 2015 - 2016

Business Analyst

Reported to the Director of Debit Services on the STAR Pricing and Portfolio Management Department

Developed clear and concise Quarterly Business Review decks for presentation by the VP of Pricing to Issuing Financial Institutions with detailed analytics through visual (charts and graphs) aids using Excel and PowerPoint.

Prepared monthly and quarterly reports highlighting revenue development and network and client sector analysis utilizing Excel (pivot tables, charts) and Access databases.

Translated stakeholder’s requirements into reporting deliverables using a proprietary database.

Designed and developed enterprise-wide data analysis and reporting solutions for ad hoc requests using business intelligence tools such as Toad for Oracle and other proprietary data warehouse systems.

Identified process improvements to leverage technology most effectively and promote greater productivity using Excel and Access.

Involved in data mapping collaborations with management and developers to assist with the Cognos data warehouse migration.

WorldPay Atlanta, GA 2013 - 2015

Pricing Analyst

Reported to the Vice President of Pricing and Strategic Partnerships Division

Leveraged Excel based pricing/financial models to establish deal and relationship-level pricing capabilities.

Managed the exception pricing process by recommending guidelines, authority levels, and maintained disciplined and structured approach to exception pricing.

Assisted VP with the anniversary price increase process and execution by conducting research analysis on interchange cost/pricing and making recommendations to maximize revenue and profit.

Conducted research and identified trends and developments in competitive environments and present findings to the senior management team in user-friendly reports using Excel pivot tables and Power Point presentations.

Prepared detailed financial reports for promotional payouts using SQL, Access, and Excel (pivot tables, VLOOKUP, and tables).

Analyzed financial data to calculate the impact of promotional programs and present as dashboard reports to VP using Access and Excel.

Performed ad-hoc pricing and financial analyses for sales, accounting, marketing, and operations leveraging SQL and/or Access to extract data and Excel to design reports.

TMX Finance Atlanta, GA 2010 - 2012

Store Manager

Developed improved methods resulting in a significant increase in sales as well as improving the methods for processing new and renewing existing title loans and equity auto loans.

Ensured the company had very little risk by thoroughly investigating and analyzing complex credit solvency for loans.

Increased store profitability by providing exceptional customer service and proactively developing relationships within the community.

Collaborated with marketing to develop strategic initiatives resulting in an increase of new business.

Coached, mentored and led staff development and team building to maximize performance potential.

Managed collections of outstanding accounts receivable dollars through administration of payment plans resulting in a surge of recovered collectibles.

Prepared and analyzed daily and monthly reports and effectively communicated results to various levels of management.

Ford Motor Credit Greenville, SC 2006 - 2007

Collections Analyst

Performed root cause analysis to determine the customers’ ability to pay and to understand their financial situation.

Operated all established collection procedures using initiative, imagination and flexibility to achieve targeted expectations/results while promoting customer goodwill.

Negotiated payment arrangements with the objective of obtaining payment in full.

Education

Strayer University, Atlanta, GA: 2009 - 2011

Master’s Degree in Business Administration – Finance

Relevant Coursework: Advance Corporate Finance, Business Enterprise, Financial Management

Strayer University, Atlanta, GA: 2006 - 2008

Bachelor’s Degree in Business Administration – Management

Relevant Coursework: Organizational Behavior, Operations Management, Project Management

Additional Credentials

Technical Skills

Training

Utilities: Microsoft Office (Word, Outlook, Power Point, Excel)

Databases: Microsoft SQL Server, Microsoft Access, Toad for Oracle

SQL Querying Level I & II, New Horizon Computer Learning Center, Atlanta, GA 2014

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