Customer Service Project Management

LEAH MAE MYRILL

**** ********* **, *** *****, NV 89141

**********@*****.***

Result-driven, leader looking for a successful company where I can prioritize tasks, manage multiple assignments, apply new ideas, and work as a team to grow company profits. Over 20 years of experience in various Accounting, Audit, Bookkeeping, Customer Service, and Managerial roles. Proficient in Microsoft Office, Oracle, PeopleSoft, and a myriad of other programs.

EXPERIENCE

SEPTEMBER 2023 – JUNE 2024

REMOTE INTAKE AGENT

STATE OF INDIANA, IHCDA – ENERGY ASSISTANCE PROGRAM VIA PROTIVITI, INDIANAPOLIS, INDIANA

•Remotely processed potential applications for applicants applying for utility assistance

•Reviewed applications to ensure all required documents were received; contacted applicant by phone to clarify and correct incomplete forms.

•Verified household income and eligibility for assigned applications; ensured that all requirements were met for benefits and that household income did not exceed 60% of the state median income.

•To finish applications, utility vendors were contacted, or utility statements were obtained from vendor extranets in cases where problems with missing statements, inconsistent account holder information, or change of address surfaced during the application process

•Approved and denied applications

•Sent emails and letters informing applicants of missing paperwork and a revised deadline for required documentation

•Met weekly metric targets and kept a daily log of applications that were approved, rejected, and still pending

•Worked with pod-lead for account resolution when problems occurred

APRIL 2021 – MAY 2023

PROJECT MANAGEMENT POD LEAD

STATE OF NEVADA RENTAL ASSISTANCE PROGRAM via protiviti, las vegas, nevada

•Remotely provide project management oversight and work effectively as part of a team

•Led a 15-person team in a 3 year-long project; project paid over $375 million in Rental assistance and utility assistance to more than 70,000 local households.

•Reviewed completed applications from processors prior to approving for payment to ensure accuracy and eligibility requirements were met.

•Reviewed and approved denial requests for applicants who did not qualify for the program.

•Maintained knowledge of U.S. Department of Treasury regulations and guidance.

•Ensured absolute confidentiality of work-related issues and upheld data integrity policies.

•Ensured program service and procedure issues were resolved.

•Track, Monitor, and maintain productivity levels using Power BI and Pivot Tables to report to Team Lead.

•Established performance objectives and provided ongoing feedback.

OCTOBER 2020 – MARCH 2021

ELIGIBILITY SPECIALIST

STATE OF NEVADA RENTAL ASSISTANCE PROGRAM VIA protiviti, las vegas, nevada

•Remotely processed applications, verified documents, reviewed debt to income calculations, and other calculations to ensure qualifications were met.

•Reached out to clients to gather missing or required documents.

•Sent follow-up emails, notate accounts, track application progress, update applications, and process applications in a timely manner.

•Approve and deny applicants.

•Assisted Pod lead with training.

AUGUST 2014 – FEBRUARY 2020

ACCOUNTS PAYABLE AND ACCOUNTS RECEIVABLE CLERK

Wyndham destinations, las vegas, nevada

ACCOUNTS PAYABLE DUTIES:

•Ensured timely processing of 200+ invoices per month per

Collected invoices per department, Initiated and reviewed coding for invoices received, initiated signatures for approvals, input expenses into checkbook, uploaded invoices in Oracle and submitted completed batches to Corporate.

•Prepared Accruals at month end.

•Assisted property accountant in reconciling revenue accounts at month end.

•Prepared and ensured accuracy and completeness of monthly recurring invoices and timely issuance of distribution and service invoices.

•Processed incoming payments and maintained accurate records, reconciled accounts receivable ledger to ensure all payments were accounted for and properly posted.

ACCOUNTS RECEIVABLE AND OTHER DUTIES:

•Reviewed account information, corrected discrepancies, researched discrepancies, directly billed and collected payments from Vendors, and Vendor Extranets, reconciled accounts.

•Provided regular reporting to management regarding accounts receivable status and collection efforts.

•Liaison with all Vendors and Customers - Researched vendor & guest inquiries when discrepancies occurred to find resolution.

•Maintained and updated Vendor files, Submitted Credit applications annually to maintain business with Vendors.

•Maintained confidentiality to sensitive information and documents.

•Researched and responded to merchant service chargebacks.

•Proposed process improvements for best practices for Front desk department

•Adjusted room rates, routed reservations, issued refunds/voids, and posted charges as needed.

•Generated reports as needed.

•Assisted with company audits and complied with supporting documentation when necessary.

MARCH 2012 – AUGUST 2014

SALES MARKETING COORDINATOR

wyndham destinations, las vegas, nevada

Distribute premiums and cash refunds daily to in house/frontline guests/owners.

Maintain accurate inventory and cash valuing $100K.

Verify and validate premium gifting and cash reconciliation reports.

Communicate effectively with various internal departments.

Process ticket sales/Refunds/exchanges

Ensure proper distribution of gifting per Marketing package.

Stayed up to date with show schedules, restaurant packages, etc. to explain usage of gifts to guests.

Chargeback proper departments

Helped Tour Reception check-in guests.

SKILLS

Accounts Receivable

Accounts Payable

Audit

Bookkeeping

Reconciliation

Prepping Accruals

Month end closing

Customer Service

Consistency

Supervisor

Manager

Lead

Multi-tasker

Self-starter

10 Key

Driven

Independent

Time Management

SOFTWARE

Opera

Oracle AP/Finance/Hospitality

Peoplesoft

Great plains

Microsoft Office (Excel, Word, PowerPoint)

Outlook

Aces

AWARDS/ACCOLADES

Wyndham Destinations:

Awarded Employee of the Month October 2015, August 2016, and October 2017.

Chairwomen of A-team from 2014-2016: Actively found ways to improve property, business, and associate experiences. Did annual Review of associate survey results to target areas in need of improvement. Created events/luncheons for associates to boost morale and improve teamwork. Found volunteer opportunities for Wish hour utilization.

CMIS

QuickBooks

InfoGenesis

Company/Vendor Extranets

Power BI

Teams

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