Specialist Customer Document
Resume:
Lisa Bates Waukee, IA, US • 515-***-****
Qualifications Profile
Diligent and service-oriented professional, seeking to implement fraud specialist skills to track and monitor illegal transactions on customers' financial accounts without authorization of account owner. Instrumental in driving requirements gathering process to accurately reflect business needs, including detecting / investigating fraud and risk analysis in order to mitigate loopholes. Adept at reviewing technical solutions for compliance to business process and objectives. Capable of responding to problems, sorting through issues, developing accurate conclusions from findings, and making timely decisions to prioritize / adapt to change. Equipped with exceptional leadership, interpersonal, problem-solving, innovative, communication, and time-management skills.
Areas of Expertise
• Data Quality & Governance
• Workflow Development
• Process Documentation
• Conflict Resolution
• Strategic Planning
• Mediation
• Team Leadership
• Regulatory Compliance
• Contract Processing
Accomplishments
Worked with legal and audit in rewriting processes to eliminate unneeded steps.
Assisted in designing CRM to determine required fields to ensure needed information of business.
Liaised with sales to create document to help in sales process and avoid orders that held up due to missing or incorrect information.
Worked with collections to develop system in allowing customers that turned off payment issues for quicker reactivation after receiving payment.
Worked out method of eliminating duplicate data in system with marketing. Career Experience
DHI Group, Inc., Urbandale, IA 2000 – 2021
Enterprise / Shared Services Supervisor 2013 – 2021 Monitored team of seven members across globe to streamline operations. Serve as subject matter expert for sales orders processing in Salesforce.com to meet scope. Facilitated in executing and adopting Salesforce.com in shared services area, including sales process definition. Administered in onboarding and training new team members to enhance skills and capabilities. Liaised with legal and audit departments to incorporate changes in procedures due to adherence. Adjusted procedures and communicated changes to mitigate loopholes.
● Directed data quality in Salesforce.com and supported websites to achieve goals and objectives. Accounting Process Supervisor 2010 – 2013
Supervised team of 10 members, covering account receivable, order entry, and order processing areas. Held responsible for audit of account receivables to ensure zero discrepancies. Aided with invoicing in great plains system to optimize operations. Learnt accounts receivable process to reconcile purchases via website.
● Directed data quality of global billing system, while complying with company standards. Order Processing Lead 2005 – 2010
Carried out order processing specialist responsibilities to accurately processes purchases, account activations, and various other requests. Served as order processing team lead to manage five individuals in order to ensure seamless workflow.
● Led CRM data quality in Siebel systems to deliver quality performance. Additional Experience
Order Processing Specialist Customer Support at DHI Group, Inc., Urbandale, IA Document Specialist Supervisor at Lason
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