Customer Service Accounts Payable

Chavez D. Allen

***** * **** **. ******, CO ***49 Cell: 720-***-****) ***********@*****.***

Objective

A challenging position working in a fast-paced environment which will utilize my strong organizational, communications, research, and interpersonal skills.

Skill Summary

Trustworthy, ethical, and committed to superior customer service. Confident and poised in interactions with individuals at all levels. Detail-oriented, self-motivated, resourceful in completing projects and able to multi-task effectively. Respected for interpersonal, innovative, analytical, leadership and team building skills.

Confident in the following areas:

Customer Service

Accounts Payable

Microsoft Office

Invision

AS400

Administrative Support

Research & Testing

Contracts Compliance

Training

Problem Solving

Conflict Resolution

Kana

Case Management

Team Scheduling

PeopleSoft Financials

Education

Metropolitan State College of Denver – Denver, CO

Bachelor of Science, Business Management 1997

Certificate of Completion:

Grant Building Module 2003

Accounts Payable and Purchasing Module 2004

Tax Preparer 2000

Experience Highlights

Administrative Support

Assisted with general accounting functions and handled A/P.

Scheduled appointments and maintained accurate up-to-date confidential client files.

Coordinated and managed multiple priorities and projects.

Maintain vendor files for existing and new clients.

Create and maintain payment tracking system via excel spreadsheet.

Process high volume accounts payable transactions for 68 city agencies.

Created and updated existing forms for the department.

Compose various correspondence/reports for management.

Customer Service

Process various maintenance requests (Invision & Eway) from internal/external customers.

Handled 100-200 alarm calls per day (Burglary, Fire, Power outage etc.)

Manage customer relations (advisors and sales reps.) and provided exemplary service to all customers.

Answer various high volume inbound calls (Account inquiry, billing, check status, alarm malfunction).

Troubleshoot and resolved problems and handled customer complaints.

Chavez D. Allen

19796 E 47th Pl. Denver, CO 80249 Cell: 720-***-****) ***********@*****.***

Supervision

Supervised up to 15 call center specialists and 8 accounts payable processors.

Process drafts to external customers semi-daily.

Create and managed case load (50+) through word flow system.

Monitored contract and grant payments to ensure compliance of rules and regulations.

Evaluate business processes for effective customer service to agencies and vendors.

Monitor purchase orders and overseen all encumbrances (Multi-million dollar budgets).

Develop training material for all agencies in regards to on-line payment request entry for the city.

Facilitate structured training classes for all on-line payment request entry.

Work closely with general ledger department to resolve posting and budget issues.

Create desk manuals for problem solving techniques for call center specialists.

Hire, train and maintain schedules for call center specialists and accounts payable processors.

Prepare staff performance reviews and phone statistics.

Pull phone communications for quality assurance.

Process cancellations, void and deleted payment requests.

Conduct side-by-side quality assurance on call center specialists.

Handle escalation calls regarding alarm systems.

Employment History

Office Manager, Chess Moves – Denver (2015-Present)

CSS Analyst, Staples Inc – Aurora (2009-2015)

AIM Client Services Specialist I, Staples Inc – Aurora, CO (2006-2009)

Contract Compliance Analyst, Auditor’s Office – Denver, CO (2002-2005)

Administrative Assistant IV, Auditor’s Office – Denver, CO (2000-2002)

Team Manager, ADT Security Services – Aurora, CO (1997-2000)

Team Lead, ADT Security Services – Aurora, CO (1996-1997)

Call Center Specialist, ADT Security Services – Aurora, CO (1994-1996)

Financial Aid Advisor I, Metropolitan State College of Denver – Denver, CO (1993-1995)

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