Customer Service Business Analyst

TRACEY M. VANCE USN VETERAN

*** ****** ***** ******* ******, WV 25419 301-***-**** **********@*****.***

KEY SKILLS

Invoices/Expense Reports

Proactive problem solver

Attentive to detail

Dynamic oral presentation skills

Customer Service SME

Defense Travel Orders System

Excellent time management skills

Reconciliations

PROFESSIONAL EXPERIENCE

Heavenly Clean Sweepers LLC, Hagerstown, MD

Owner/Operator, 5/2021 to Present

Manage day to day operations. Responsible for the growth, stability, direction and daily operation of the business. Strategic in developing policies, managing staff and developing new revenue streams. Submit invoices for accounts receivables. Motivate and delegate diverse staff. Provide estimates, procure supplies, hire and oversee employees as well as subcontractors. bookkeeping, marketing, billing. Ensure that we exceed the expectations of all clients. Provide adequate training for cleaning techniques and procedures for all cleaning experts. Budget and financing. Build client relationships for future contracts. Provide necessary skills and training. Provide oversight and quality control for both residential and office cleanings. Manage marketing campaigns. Ensure that quarterly taxes are completed in a timely manner.

Fed Partners LLC, Vienna, VA

VAAA Contractor / Business Analyst, 4/2019 to 10/2020

Monitor VAAA Travel Mailbox in Outlook. Respond to student inquiries. Forward student inquires to the appropriate school or recipient. Lead and assist colleagues with customer service and business solutions. Answer student inquiries via phone. Route approvals needed to the appropriate school or contact and follow up to ensure response. Provide voucher reconciliation information for each school. Serve as Travel Liaison to CSA on a variety of travel issues between student and school. Document communications on a transactional basis. Provide course schedule updates weekly to key stakeholders. Interact with Key Stakeholders both internal and external. Ensure communication between organizations to streamline and ensure consistency of travel approvals and reviews across the Academy. Provide ad hoc student travel reports. Communicate with traveler and traveler coordinators to support and resolve any issues and questions before and after travel. Attend meetings to discuss travel issues and provide resolutions to ensure future problems are limited. Update Academy Travel instructions on an as needed basis. Provide a thorough and specific review of all local and TDY travel authorizations and vouchers. Certify all local and TDY travel authorizations and vouchers. Generate production reports showing qualitative and quantitative results based upon audits of work performed by travel team personnel. Enter lines of accounting for traveler documents.

CSL Plasma, Hagerstown, MD

Medical Screener, 6/2018 to 3/2019

Greet donors at the plasma collection center and respond to donor telephone inquiries. Conduct a series of registration procedures to verify donor suitability for the plasmapheresis process. Perform health screening procedures such as blood pressure, pulse, weight, temperature. Educate new donors regarding the use of therapeutic products made from donated plasma to include the screening process, the health screening tests performed, the appointment system, donation fees, center policies, proper nutrition and any other information pertinent to the donor. Provide exemplary customer service skills. Follow all Health Safety and Environmental and Occupational Safety and Health Administration policies and procedures. Maintain confidentiality of all information pertaining to donors and personnel. Perform finger stick to obtain sample of donor’s hematocrit and total protein levels.

Wells Fargo Home Mortgage, Frederick, MD

Mortgage Servicing Specialist, 03/2017 to 5/2018

Provide first call resolution to all mortgagors and co-mortgagors. Respond to inbound calls from existing customers to inform them about their mortgaging requests and needs. Ask clarifying questions to customers to be able to address any issues or processes. Process credit disputes on behalf of borrowers. Enhance each customer or banker’s experience. Probe questions to understand customer requirements and sufficient needs. Interact in a courteous manner while following detailed procedures in handling various inquiries. Enter and update customer information in the database. Demonstrate strong listening, written and verbal communication skills. Transmit documentation of correspondence pertaining to closing documents.

Conduent, Charlotte, NC

Customer Service Representative, 10/2016 to 2/2017

Open Enrollment contract with Highmark Blue Shield. Respond to inbound calls from existing customers to inform them about a

product or service utilizing Salesforce. Consult members on medical plans in accordance to meeting their needs. Ask questions to understand customer requirements and close sales. Direct prospects to field sales team when necessary. Enter and update

customer information in the database. Conduct and process enrollment applications in an efficient manner. Go the extra mile to meet sales quota and facilitate future sales. Record records of calls and sales and notate resourceful information. Ability to learn about products and services and explain them to prospects. Proven ability to overcome objection. Exercise outstanding negotiation skills with ability to resolve issues and address complaints. Provide excellent communication and interpersonal skills. Utilize Salesforce to offer various plans and products according to each customer needs.

Hewlett Packard, Herndon, VA

Order Billing Analyst, 03/2013 to 8/2015

Contracted with Retrieve and apply basic knowledge of the job skills and HP company policies and procedures to complete a variety of assignments and tasks. Work on assignments that are routine to moderately complex in nature and require basic problem resolution and independent judgment. Reconcile over 900 invoices dating back to 2011 for primary purpose to increase cash flow to Hewlett Packard Enterprise. Perform clerical accounting duties within a defined scope and done in an efficient and timely manner. Perform verbal and written communication skills, attention to detail, and critical thinking. Ability to work independently. Provide budgeting and forecasting related to key business and financial guidance. Demonstrate ability to leverage company business and financial data. Apply accounting and mathematical principles to complete necessary tasks relevant to revenue. Develop, implement, modify, and document recordkeeping and accounting systems. Analyze and interpret financial results and forecasts consisting of variance and trend analysis.

Commander Navy Installations Command, Washington, DC

Financial Management Analyst, 3/2010 to 6/2012

Ensure that adequate resources are identified in all aspects of the Department of Defense Planning, Programming, Budgeting and Execution System (PPBES) for execution of the Navy’s (BOS) programs. Apply wide range of standard practices and procedures to selected phases of the annual budget and financial administration process. Utilize Defense Travel System (DTS) to generate, manage, and process both active duty and civilian personnel travel orders. Advise the traveler concerning travel regulations, and requirements in accordance with the Joint Federal Travel Regulations (JFTR). Process over 3,000 travel vouchers upon completion of travel for personnel. As Agency/Organization Program Coordinator (A/OPC) oversee all cardholders' Department of Defense Bank of America travel card accounts. Access Electronic Account Government Ledgers Systems (EAGLS) to activate and deactivate military and civilian personnel travel cards. Monitor the issuance of control document numbers for each travel authorization. Provide technical expertise to program managers on budgeting and cost estimating in conjunction with a larger multi-year, multimillion-dollar (BOS) programs. Provide Financial Management of Budget (FMB) and the activities questions and answers on issues related to the current budget submit, which affects the activities mission accomplishments. Consolidate the monthly and Quarterly phasing plan (OP81 and OM1Q) for each command/activity, now used to compare against commands obligations. Process and tracks invoices utilizing the Wide Area Workflow and Prompt Pay Systems. Review each commands/activity unfunded requirements, including Mid-Year, POM, Program Review PR and any other out of cycle issue request to brief management on the priority based on the needs of the program meet BSO deadlines as assigned. Create Excel spreadsheets for weekly reporting of financial obligations. Ensure all required budget and special exhibits are prepared in accordance with published guidelines. Perform Defense Property Accountability System (DPAS) oversight for CNIC Regions. Closely monitor the Defense Property Accountability System (DPAS) for the reconciliation and tracking of all Capital and Non-Capital Assets.

VOLUNTEER EXPERIENCE

Heavenly Help Outreach, Hagerstown, MD

October 2018 to Present

Hands on Charlotte Organization, Charlotte, NC

October 2013 to 2016

EDUCATION

Strayer University

Bachelors Degree Program

Eton Technical Institute

Everett, WA

Medical Administrative Management

Diploma Certificate

Rider University

Business Administration

Associates Degree Program

TECHNOLOGY SUMMARY

Microsoft Office 365 (Word, Excel, PowerPoint) SAP Salesforce Systems Labor Accounting Data (SLDCADA) Oracle Standard Accounting Reporting System (STARS/FL) Peachtree Accounting Defense Travel System (DTS) Wide Area Workflow (WAWF) Defense Travel System (DTS) Claimant Financial Management System (CFMS) Quickbooks

PROFESSIONAL REFERENCES

References are available upon request

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