Entry Specialist Data
Resume:
Kristofer Dai Stewart White
**** ***** *****, ****** *****, AZ 85635
******************@*****.***
www.linkedin.com/in/kristofer-white-30626061
Summary
Positive and flexible Customer Service Expert with over 20 years’ experience in call centers as well as remote work experience. Creative problem solver who maintains high customer survey scores in high volume, high stress situations because superior work quality is a point of pride. Well versed in the healthcare and finance industries, she works equally well alone or as part of a team. Demonstrating diplomacy, empathy, and expert communication skills as well as an aptitude for leadership and a gift for learning, she will be a valuable addition to your company.
Skills & Abilities
Microsoft Excel
Microsoft Word
Microsoft Access
Microsoft Outlook
Power Point
Microsoft Teams
Salesforce
Oracle
Slack
Kronos
Amazon Connect
Zoom
Google Docs
Sage
Crystal Reports
Intuit TurboTax
Cash Pro
iStream
Paymentech
Easy View
Zirmed
Payspan
One Health Port
AARP
Epic (Medical)
SharePoint
General Ledger Accounting & Reconciliation
Financial Reporting
Financial analysis
Journal Entries
Cash Application
Accounts Receivable
Billing
Sarbanes Oxley (SOX) Training
HIPAA Training
Active Listening
Time Management
Critical Thinking
Excellent Organizational Skills
Computer Skills
Customer Service
Creative Problem Solving
Working Collaboratively
Self-Motivated
Outstanding Written & Verbal Communication
Data Entry & Management
Training & Development
Process Analysis, Refinement/Redesign
New Features Implementation
Training Documentation
Leadership & Mentoring Skills
Experience
Product Expert/Tier 2 Agent
Sykes Enterprises, Tampa, FL
December 2021 – April 2022
Assisted customers and Tier 1 agents via inbound phone calls, chat, and email for Intuit TurboTax campaign.
Leveraged multiple computer systems for research and resolution of complex issues.
Provided troubleshooting for software performance issues.
Accurately entered customer data, agent information, account information, and resolutions into CRM system and spreadsheets.
Translated complex and confusing tax laws and policies to customers and agents to facilitate accurate understanding.
De-escalate upset customers and calm and reassured Tier 1 agents.
Maintained current knowledge of promotions, tax policy, and Intuit policies to maintain and improve customer satisfaction.
Maintained customer survey return rate of 72% and satisfaction rate of no lower than 90%.
Upheld federal and company security regulations regarding collection, distribution, and storage of sensitive information.
Cash Reconciliation Coordinator
University of Washington Physicians, Seattle, WA
July 2014 – October 2017
Coordinated and performed cash reconciliations for three hospitals and twelve clinics.
Analyzed and redesigned cash reconciliation process, including Excel workbooks, to improve accuracy by over 20% and reduce task time by 10%.
Analyzed cash posting and reporting procedures to improve posting time, security, and communication between fifteen medical campuses.
Researched patient accounts to correct posting errors, check for applicable discounts, and determine disposition of unallocated funds.
Analyzed financial data for trends and improvements then synthesized data into concise quarterly and fiscal year end reporting.
Completed month end and year end closings, maintaining records in an audit-ready status.
Billing/Accounts Receivable Clerk
Vertafore, Bothell, WA
February 2013 – July 2014
Performed business to business collections via phone and email for a software service provider maintaining a 97% collection rate.
Maintained AR and General Ledger accounts using Oracle.
Posted payments to customer accounts and entered accurate data into CRM system.
Rans and analyzed weekly aging reports to distill into reports for supervisor at month end.
Answered inbound calls about product billing, troubleshooting issues and resolving disputes using multiple systems.
Maintained call/contact log for collections and billing issues.
Printed invoices and past due notices to prepare for mailing.
Accounting Clerk
Bank of America, Seattle, WA
May 2011 – February 2013
Created and maintained sub ledgers for multiple direct deposit and general ledger accounts.
Prepared and presented aging reports for each account at weekly departmental meetings.
Researched outstanding items to provide timely and accurate disposition of funds.
Printed and distributed scheduled and unscheduled check disbursements.
Logged and tracked all cleared, stop-paid, voided, and outstanding checks.
Researched and resolved outstanding check issues and accurately maintained check log in Excel.
Initiated wires transfers and electronically deposited checks.
Researched and requested transfers of funds to resolve outstanding items and prepare DDA and GL accounts for the closing of the Reverse Mortgage Department.
Scanned documents into computer and filed in accordance with federal and company guidelines.
Maintained and updated electronic document storage per federal, state, and company regulations.
Reconciled daily bank statements for multiple accounts and accurately entered them into Excel spreadsheets.
Researched and resolved outstanding reconciliation items.
Accounting Clerk/Reservations Agent
Princess Cruises and Tours, Seattle, WA
December 2004 – April 2011
Researched and refunded overages on individual and group bookings.
Generated billing statements for underpaid bookings.
Worked with banks and customer relations agents to resolve account holds and escalated banking issues for passengers and travel agents.
Posted payments to general ledger accounts and to individual and group bookings.
Posted payments to Accounts Receivable invoices and maintained AR ledger.
Deposited checks via remote deposit scanner and maintained deposit logs.
Made daily manual bank deposits for foreign currency items.
Posted wires to bookings and travel agency holding accounts.
Maintained various files and accounting spreadsheets for multiple Carnival brands.
Balanced passage packets and recorded in shipboard ledgers in Oracle.
Created and maintained filing system for cash and check batches.
Scanned and corrected boarding passes to prepare for upload to database.
Maintained security and separation of duties in line with Sarbanes Oxley regulations.
Created and adjusted individual and group bookings for ship, hotel, and air travel in response to inbound calls.
Researched and resolved booking issues, de-escalating calls.
Coordinated with company departments, hotels, airlines, customers, and travel agents to resolve issues during travel.
Made bookings for travel on prestigious Cunard Line customers including influential and high-profile clientele.
Quality Assurance/Mailroom Manager
Legacy Communications, Everett, WA
December 2003 – December 2004
Collected donations via outbound calls for 501 (c) and 501(c)(3) organizations such as The Red Cross.
Created and implemented company’s first Quality Assurance Auditing program including forms, scoring system and tracking spreadsheets.
Scanned and processed checks received from donors, accurately entering them into the ledger and into donor database.
Managed mail room; printed, sent out, and logged requests for pledge payments.
Maintained and managed payments for post office account, keeping accurate account in Cash Journal.
Trainer/Quality Assurance Auditor/Supervisor/Lead Agent
Aegis Telecommunications, Sierra Vista, AZ
January 1998 – December 2003
Trained newly hired talent to fill key positions and maximize productivity.
Compiled and analyzed weekly trainee retention reports.
Implemented and facilitated successful training programs to increase employee engagement, retention, and productivity.
Prepared hard copy training materials, module summaries, and administered testing to ensure program knowledge was retained at an acceptable level.
Audited and provided direct feedback to 25-30 agents on five calls per week using Wisdom monitoring software.
Maintained accurate score tracking in spreadsheets for audited agents.
Coached and counseled agents, maintaining the highest rate of improvement in the company.
Supervised Premium team for high spenders and high profiled individuals.
Motivated team of 19-25 agents to top performing team for 3 months.
Tracked team attendance and performance, preparing weekly and monthly performance reviews.
Interpreted staffing and service levels every 30 minutes and made necessary staffing adjustments.
Resolved interpersonal conflicts by listening, finding common ground, and building relationships.
Co-wrote job description for Agent Assist/Escalate Agent.
Utilized multiple computer resources to research agent questions.
Managed escalated calls from customers and specialized in turning those challenges into our biggest promoters.
Motivated and encouraged team members to communicate more openly and constructively with each other.
Answered an average of one hundred calls a day for the American Express Membership Rewards campaign to assist with questions, points redemption, and disputes.
Exceeded customer expectations by finding creative solutions to problems.
Education & Training
Certificate: Modern Call Center Management
Cochise College, March 1998
Sierra Vista, AZ
3.8 GPA
High School Diploma
Booker T. Washington High School, June 1987
Tulsa, OK
2.9 GPA
Certifications
De-Escalation and Conflict Resolution, Aegis Telecommunications – 1998
Coaching and Counseling, Aegis Telecommunications – 1998
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