Customer Service Project Manager
Resume:
ARLENA DAVIS
******.*******@*****.***
CAREER SUMMARY
Accomplished Business Analyst with excellent customer service satisfaction record. Expertise in gathering, analyzing and documenting business requirements and specifications, test scenarios, project management skills and implementing clients with revenue that exceeds $3.6 million per funding cycle. Possesses the ability to manage multiple tasks/initiatives and meet deadlines; able to prioritize effectively.
SKILLS
POWERPOINT CMS SALESFORCE
EXCEL VISIO SHAREPOINT
SAP ADP-PAYROLL AS-400
ORACLE GREAT PLAINS MICROSOFT OUTLOOK
CLARITY MICROSOFT PUBLISHER PWP (PROJECT WORKPLACE)
EXPERIENCE
FIRST DATA, Cordova, TN 09/09-05/16
Implementation Advisor/Business Analyst
●Defined the scope of business and systems requirements, creation and validation of test cases, setup of system parameters, and completion of business case documents and the development of operational support processes.
●Responsible for delivery of projects to the client and/or internal operations that included testing, user documentation, and blended learning and training plans.
●Assisted IT Programmers with system validation process, updating file format specifications, created test scenarios and UAT, provided feedback and documented tests findings.
●Provided statistical client data to Product Managers for the product enhancements, to increase penetration and process improvement.
●Improved the implementation process by working with development teams to ensure system functionality of upgrades and enhancements, to achieve a 5% decrease in the implementation timeline.
●Conducted weekly meetings, and communicated project status and progress to the client and internal team members.
●Conducted QA Process to ensure the requirements specified by the client are being met before the migration into a live environment for a successful product launch.
●Served as Project Manager for 14-26 clients until successfully implemented.
ACH FOOD COMPANIES, Memphis, TN (Gateway Personnel) 08/08 to 08/09
Deduction Analyst
●Analyzed variances in deduction reporting.
●Researched and resolved billing disputes.
●Investigated claims, deductions, or disputes to determine validity.
●Communicated with customers regarding rebate claims, credits, disallowed claims, and unapplied payments.
●Utilized SAP to issued bill-back invoices on disallowed/invalid claims, in whole or in part.
Broker Commission Processor
●Adjusted/issued broker accounts for commission.
●Analyzed products sold to customer for proper payment of brokers.
LEMOYNE-OWEN COLLEGE, Memphis, TN 01/05 – 07/07
Adjunct Professor/Business Department
●Facilitated engaging business curriculum.
●Helped devise career goals and plans for students.
●Created innovative learning methods.
●Spearheaded student workshops with focus on interviewing and financial responsibility.
Accounting Manager
●Monitored grants expenditures through internal audit controls and preparation of budgetary information and financial reports for granting agencies.
●Monitored and maintains the general ledger accounting system.
●Prepared monthly financial reports for the college to include Statement of Net Assets and Budget Report and other financial and statistical reports as required by the controller, utilized Great Plains to assist in these efforts.
●Prepared monthly journal entries including adjustment of temporarily restricted accounts, recording of inter-company entries, expensing prepaid assets, depreciation and amortization expenses, and cash balances adjustments for the items in the bank statements.
FIRST TENNESSEE BANK (CONSULTANT), Memphis, TN 06/05 - 09/06
Senior Business Analyst
●Provided strategic research, analyzed activities for the FHHL. Defined project scope, business objectives, and performed quality audits.
●Reconciled accounting transactions from source system.
●Developed requirements documents, process flow, and maintained project documentation and milestones.
●Worked to ensure effective internal controls are maintained, according to the SOP (Standard Operating Procedures).
●Acted as a liaison between IT and business group to develop a monitoring tool for AML-BSA Compliance.
●Evaluated the bank’s framework for internal control, corporate governance, and financial reporting.
●Worked with the end users to test and verify data prior to signing off on a project.
●Developed performed testing queries and reported testing errors.
EDUCATION
Master of Arts Information Technology Management, Webster University
Master of Business Administration, Webster University
Bachelor of Business Administration, LeMoyne Owen College
*Notary Public for State of Tennessee
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