Customer Service Management

Joanne Benson

*** *** **** ***** ** Vergne, TN **086

615-***-**** *********@*****.***

Quality Management Specialist

Financial Stewardship Financial Management Project Controllership

Detail-oriented and organized management professional seeks quality management position. 27+ years’ experience working in accounting and finance departments in large and small businesses in a variety of industries. Quick learner with an eye for process improvement and the development of systems and structures to support organizational success.

Full-cycle Accounting

Payroll

TQM and Account Management

Cost Accounting

Oracle

Inventory Control

A/P and A/R

Peachtree

Microsoft Office

Training and Development

Types 80 WPM

Internal Auditing

Statistical Process Control

ISO-9000 Certified

Professional Experience

CLOPAY PLASTICS, Nashville, TN 1999 – Current

Receptionist, Operation Technician, Senior Lab Technician, Quality Special Operation, Process Analyst

Quality, Lab Supervisor

Prepare month- and period-end journal entries and invoices, working closely with controller

Implement systems for process improvement, performance management, and vendor relationship management

Develop Quality Plan and Quality Policy

Reduced scope changes and training requirements by 50%

Process Analyst (x)

Created a foundation for change management by establishing baseline procedure documentation consistent with ISO 9000 standards and process ownership and control within business activities

Developed new testing routines in the Quality Control Lab, that enhanced the tester abilities to detect problems and reduced the test times

Evaluated working area for quality standards and issued necessary adjustments to the maintenance crew

TRUCK DRIVER BOOKS, Maryville, TN. 2006 – still

Bookkeeper

Maintained ledgers and financial records for bookkeeping company focused on daily activities.

Managed and forecasted expenses and invoicing

Established protocol for accurate record keeping and filing

CUSTOM STONE WORKS, Maryville, TN 1996-1998

CFO, Family-Owned Business

Served as head of finance and accounting at a busy custom stonework business

Customer service duties included quotes, reviewing project specifics, handling customer inquiries

Managed A/P and A/R with recordkeeping and payment responsibilities

Ran payroll biweekly after monitoring employee time and project coding and billing

Close G/L accounts at month end

D&G TRIM PRODUCTS, Alcoa, TN 1990 – 1998

Finance and Administrative Staff Assistant

Worked to ensure efficiency of all office systems and procedures.

Answered phones, entered shipping data, resolved technical issues, assisted with employee reviews

Accounting duties included A/P, A/R, inventory control, expense management

Received quality award for excellent service

Ensured quality control results for all projects

Education

Bachelor of Science, Accounting, Everest University, Tampa, FL. GPA 3.6

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