Customer Service Manager

TRACEY LYNNE BRYANT

**** ****** ***** ****** ****, MD 20616

Mobile: 301-***-****

Email: *.**********@*****.***

OBJECTIVE:

With my in-depth knowledge and past experience in the field as Administrative/Budget Support analysis and decision making, I would like to be successful and help the company in achieving its goals.

WORK EXPERIENCE:

3/09 to 2/17 Contractor for GSA, Washington, DC 40 Hours per Week

Budget Analyst

Monitored the execution of a budget with many different sources and types of funds.

Identified and analyzed trends in the receipt, obligation, or expenditure of funds to assure that objectives of the annual financial plan were met.

Analyzed and corrected budget submissions for accuracy and conformance to budgetary policies.

Researched and prepared written analysis using database, and reports

Developed and created the formulation, presentation, and annual operating budget.

Developed plans, procedures for formulating and execution.

Reviewed budget requests and reimbursable work authorization requests submitted to assure instructions negotiated with program managers and the budget.

Submitted data through electronic database for additional review.

Developed budget proposals.

Provided advice on all aspects of the interpretation and application of agency guidelines for the budget execution process to program and budget officials within the agency.

Negotiated with program managers and budget and administrative staffs of organizational subdivisions to determine the amount and timing of funding and staffing allowances and recommends approval or disapproval of requests for funds.

Communicated and recommended solutions to upper management and higher level agency officials

Monitored the use and rate of expenditures to ensure that funds are not over spent.

Prepared reports covering the status of funds.

Implemented instructions when funding changes are required by legislative or regulatory order, and monitors implementation of such changes for their effect on allowances.

Reviewed for discrepancies in the operating budget plan and recommend remedial actions required.

Analyzed and reviewed contractual, proposals and Realty documents, CBRs, Occupancy Agreements on cost and rates.

Developed customer relationships to address and provide resolution to space/ billing issues and discrepancies.

Provided Rent Bill Management Communication Tool guidance/coaching to Realty Team.

Served as Liaison with customers, stakeholders via written correspondence, email, and phone.

Acted as team lead in supervisor absence

Handled a monthly budget of over $400 million.

9/12 – Current Mowery Law Group, LLC, Washington, DC 2 Hours Weekend

Legal Assistant-Part-Time

Responsible for processing loan modifications

Handle collecting all documents from clients

Handle Collections for past due accounts

Provide docket information for cases

Handle attorney calendar and meetings

Handle conference room times and appointments

Prepare correspondence and legal documents (editing, and proofreading)

Answer phone calls

Communicate with clients, mortgage servicer, and attorneys on status of modifications

Other duties as assigned

5/05 – 03/09 Household Finance/HSBC, Silver Spring, MD 35 hours Per Week

Senior Loan Officer

Responsible for internal and external marketing of residential mortgage loan products.

Managed daily office operations while managing and instructing a staff of 4 employees.

Assisted Manager as 2nd in command.

Responsibilities included administrative, billing, personnel issues, human resources policies and procedures, approving time and attendance.

Responsible for submitting loan applications to underwriters

Served as a liaison with Mortgage Operations and other departments to resolve problems per guidelines and consumer regulations.

Composed recommendations of applicant loan approval/turn down decisions to Branch Manager, accepted and posted payments, performed daily audits and monthly reports for compliance and operational risk controls in accordance with company and regulatory standards policies and practices.

Check signer and control checks according to procedures.

Processed invoices and resolved discrepancies.

Coordinated office expenses and budget allotments.

Processed invoices to be paid to vendors and resolve discrepancies.

Handled office expenses and budget.

Assistant District Sales Manager

Provided support for District Sales Manager to include, scheduling, and screening phone calls, travel arrangements, calendar, arranged staff meetings and presentations for conferences.

Held meetings to present Branch Managers of regulations and policy changes.

Performed planning and scheduling on a fiscal year basis.

Performed work with upper level management, staff, and technical assistance in the preparation of detailed analytical planning, scheduling, implementation and financial control of all offices budget.

Responsible for obtaining cost estimates and executing work authorized for different branch offices.

Authorized, reviewed, and monitored office expenses by applying evaluation concerning the efficiency and effectiveness of expenses related to repairs, supplies, and office activities.

Served as the control point for support to branch managers and provided guidance and instructions to other sales assistance.

Monitored and determined cost for vendors, supplies, and materials associated with repairs.

Obtained details of agenda and brief manager in preparation of meetings, budget and expense coordination and maintenance of 10 offices related duties.

Analyzed and generated financial reports for all levels of management to include accuracy and adherence to instructions.

Analyzed complex issues and solved by breaking down problems with different variables to show errors to reconcile per guidelines and regulations.

Negotiated and handled changes per request and reviewed contracts with vendors, lease agreements and expirations.

Provided billing management to produce feasible outcomes.

Managed and/or requested various district branch reports daily; compiled information from various sources, including the branch network to be used for sales reporting, credit extensions tracking, and product referrals.

Monitored and reviewed all ten branch audits, processed invoices and resolved discrepancies.

Managed escalated customer service issues.

Handled recruiting for each branch, employee’s files, performance reviews and salary.

Monitored the budget for adjustments for new allotment changes and recommend approval or disapproval on supplies, equipment: computers; adhered to compliance and operational risk controls in accordance with company and regulatory standards, policies and practices.

Supervised and trained ten administrative assistant staff in support of office administration.

Reviewed, proofread and prepared correspondence.

Developed and prepared reports of monthly budget over 6 million.

2/03 - 5/05 Hayfield High School, Alexandria, VA 35 Hours per Week

Guidance Director Administrative Assistant

Provided clerical support to the guidance director, ten counselors, school psychologist, social worker, and EDP operator.

Collaborated and communicated with staff, students and families on a daily basis.

Assisted various staff members and schools with transcript and records requests.

Worked with student services and special education staff to coordinate and schedule meetings, student meetings, student testing and other departmental activities.

Coordinated supplies, equipment and materials accordingly for the guidance office.

Created and distributed memorandums to staff to notify school personnel of guidance initiatives, activities and services.

Communicated and coordinated with other administrative assistants to plan and organize mail-outs, completed grading and reporting procedures and support other guidance program functions.

Coordinated with the career center specialist, administrators, counselors and department chairpersons to plan and implement special program events and projects such as: evening meetings, annual graduation ceremony, and senior and underclassmen awards programs.

Handled all high school enrolling registrations, department conference room, records room, student services, and personnel issues.

9/95 - 2/03 Metrocall, Alexandria, VA 40 Hours Per Week

Program Facilitator

Handled and coordinated National Accounts Operations and Sales Management Teams with information and special projects up to and including data warehouse reports, excel spreadsheets, etc.

Pulled and completed schedules.

Researched and communicated to National Accounts Management Team and clients on new products, enhancements, policy changes, and service changes.

Provided billing, placed orders and troubleshoot billing errors.

Supported the VP, Director, and Managers in preparations with meetings.

Set up accounts, package codes, branch codes, create spreadsheets to keep on file and update as needed.

Produced welcome manuals, phone pools coverage maps, login/passwords, reseller module instructions.

Served as collection liaison regarding collection issues, and billing analyst.

Set up conference meeting with accounts.

Prepared all data from contracts.

Responded to mail correspondence.

EDUCATION:

Strayer University

Alexandria, Virginia

Major: Computer Information Systems

Completion - March 1993 (46 credits)

SKILLS/SOFTWARE:

Vista, Windows 98,Windows 2013, PeopleSoft Order management, PeopleSoft Billing, Excel, WORD, Power Point, Elease, STAR, Pegasys, GREX, Rent Bill Management, Net Verify/EPX system, Internet, SASI, Lotus, REXUS, ULO (Unliquidated Obligations), FMIS (financial Management Information Systems, Citrix, Adobe Pro, REXUS, Pegasys, Google Docs/email, Cloud, communicate orally and in writing, dependable team player, adapt to change, people skills, problem solver, plan and organized accordingly.

TRAINING/AWARDS:

Finance Workshop, Customer Service Workshop, Accounting/Finance; RWA Training (Reimbursable Work Authorization); Registration Updates Workshop; Course Catalog Workshop, Web Ex workshop training, Mortgage Serve Workshop training; Excel training work shop, Received cash award for tracking and follow up on employee training; Receive Exceptional Performance Rating; Received cash awards, 2008 CVP Award winner, 2008 Founders Counsel award winner.

Federal Government Clearance:

NACI

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