Data Analyst Customer Service

Deidre S. Thurman

*** ****** **** **., *************, GA 470-***-**** **********@*****.***

Skills

Customer Support Coordinator

Logistics

Process Improvement and Quality Methods

Lean Concepts

Six Sigma Concepts

Six Sigma Team Management

Process Components

Selecting and Tracking Six Sigma Projects

Scheduling

Data Analyst Reporting

Billing

Cost Accounting

Data Analyst SQL

DMAIC and DMADV

Development of Training Materials

MS Office Suite

Professional Experience

ISRA VISION – BERKELEY LAKE, GA

CUSTOMER SUPPORT COORDINATOR 01/2012 TO PRESENT

RESPONSIBILITIES:

Work with Project Manager and team to develop project schedule, risk register and project budget baseline using standard templates and tools within prescribed parameters of assigned project

Project performance data analyst via SQL & Excel reports such as installed quantities, expended labor and other progress measurement data

Assist Project Manager with maintenance and baseline reviews of project schedules in accordance with approved project parameters

Identify operational improvement processes, optimize increased customer satisfaction, ultimately bolstering profits, customer relations, and loyalty,

Schedule Project Engineers / Service Engineers to ensure the right technicians are matched to every job

Create various types of contract proposals

Oversee the bid/quoting process for basic jobs, including identification of upcoming bids, distribution of pricing information to customers and sales reps, and communication of final bid results. Manage the quotation follow-up process

Support local and global management to optimize SLA requirements through Phone/Email routing, and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA

Strong focus on collaboration, team building, and customer service

Effective working diplomatically across teams with varying objectives.

Strong oral and written communication skills across all levels

Review, process, and approve purchase orders and change orders

Manage billing process including invoicing

Oversee timely and accurate billing exception and re-billing process for customers, ensuring the collection of receivables of all outstanding billing issues

Manage Salesforce Reports for opportunities, RMA’s, and cases

Ensures planning numbers are aligned with the target planning process monthly

Communicates daily with management on forecast alignments

Communicates via emails to customers, accounting team, SEA teams, PM teams, and articulates complex updates in simplified way.

ISRA VISION – BERKELEY LAKE, GA

ACCOUNTS SPECIALIST

RESPONSIBILITIES

Entered daily invoices into Microsoft Axapta accounting system for billing

Monthly inventory adjustments

Reconciled year-end inventory

Full Cycle Accounts Payable including: matching, batching, coding, check processing, and data entry

Processed end of day check run to vendors

Created daily Aged A/P reports using Excel

Reconciled Aged A/P report in Peach-tree accounting system

Followed up on A/P aged report

Posted journal entries to designated account in the Accounting Ledgers

Researched and resolved any reconciled items in a timely manner

Identified root cause of problems (A/R and Inventory) managed and resolved issues

Transferred data from Peach-tree accounting system to Microsoft Dynamic AX (Axapta) accounting system

Performed year -end inventory management using Axapta

Processed Customer Billing,

Processed Purchase Orders

Create quotation for spare parts, and service

Create RMA’s

Schedule service and training

MURPHY USA – El Dorado, AR

Technical Accounting Analyst - Support Center Helpdesk, 8/2006 to 6/2010

Responsibilities

Performed analysis: troubleshooting, skills with the ability to know when to escalate

Answer telephones and provide customer service

Dispatch fuel techs to assist with repairs and deliveries.

Maintain scheduling for drives

Maintain excel spreadsheet log for motor vehicle inspection reports and violation and reviews for drives

Achieved and maintained proficiency with the capabilities of UltiPro's Time and Attendance solutions and corresponding system and software changes, knowledge of IVR/CTI applications

Developed and maintained client relationships, vendor management

Provided technical support via email, phone, and other electronic medium.

Configured computer equipment such as internet connections or software to connect to the internet application servers or other applications.

Acted as primary contact for clients regarding technical and how to issues, as well as JD Edwards Billing, JD Edwards Oracle PeopleSoft 9.0 A/P and Invoicing issues.

Answer telephones and provide customer service including scheduling appointments and tracking shipments.

Assisted the client/user by providing Oracle training over the phone as necessary while documenting the call details in Remedy and Astea and explaining additional functionality the client/user may not be currently using

Supported implementation efforts when needed

Documented People Soft, Oracle, Inventory Management, software defects in Cisco system, and works with Inventory Product Management to resolve issues

Documented call transactions, processes and methodologies used to diagnose and resolve the client/users’ issues with the appropriate service tool (Remedy / Astea)

Prepared Monthly journal Entries to G/L, Income Statement, and Trial Balance Reports

Prepared Cost Analysist Reports on new or old properties

Entered and Corrected property surveys

Prepared Startup cost Forecasts for new properties

Entered daily invoices into JD Edwards system

Reconciled all designated accounts on monthly basis

Posted journal entries to designated account ledgers

Researched and resolved any reconciled items in a timely manner

Identified root cause of problems;(A/P, A/R, Inventory) manage and resolve issues in a constantly changing technical environment

Excellent oral and written communication skills

Prepared Financial Statements using Excel such as: P&L Analysis, project cost analysis, and reported to Supply Chain Management and Murphy USA Regional Managers on Financial Performance improvements

Prepared Quarterly / Annual Reporting / Governmental Surveys / Reporting & Analysis

Prepared Weekly Forecasting of operating expense for the respective site facilities

Analyzed and reported on forecast to Corporate Planning Department

Worked directly with Regional and District Managers to repair the annual operating expense budget on new or older production facilities (Murphy USA sites)

Ability to work in a team environment

Assisted other departments when needed

Advanced problem-solving skills and proven time management

Able to receive up to 80 to 100 inbound calls in a day

Adhere to Support Center Practices (SCP) guidelines

ATLANTIC RESEARCH CORPORTATION – Camden, AR

Lead/Supervisor, 9/2004 to 8/2006

Developed and produced solid propellant for: rockets, motors, gas generators, composite materials, and liquid propulsion system

Automotive explosive for automotive air bag inflators; energetic components for the air bags; various metal rolling diaphragm propellant tanks.

Keep accurate accounting records including payroll hours; scheduling; product counts/audits using Oracle E-Business Suite with People software, JD Edwards world, Oracle open office, Oracle Database 11g, Real applications and data warehousing

Developed and managed materials planning functions for the corporation

Create item specific forecasts over a rolling time horizon to be used for ordering and inventory management purposes

Manage logistics and outside suppliers to execute the planning replenishment and staging process

identified system tools needed to implement planning and forecasting system

Lead efforts as it relates to supply chain planning and execute in system

Supervised up to 10 employees

Responsible for overall direction coordination and evaluations of unit

Motivating, organizing, and encouraging team workers within the work force to ensure set productivity targets are met

Train staff and monitored their performance and progress, communication with other departments, staff groups, and customers

Manage stock control and processing orders; ensuring quality delivery and budget objectives were met

PREVIOUS_PT _EMPLOYMENT:

CARTERS DISTRIBUTION CENTER- JEFFERSON, GA 30 HRS P/W

DUTIES INCLUDE: PICKING, PACKING AND INBOUND

AMAZON DISTORTION SORTATION CENTER – BRASELTON, GA 16-20 HRS P/W

DUTIES INCLUDE: INBOUND

Technology

Software:

Peach-tree Accounting, QuickBooks, Quicken Accounting, MS Office Power BI, Excel, MS Word, Access, Oracle E-Business Suite with People software, JD Edwards world, Oracle Database 11g, Real applications and data warehousing, Microsoft Dynamic AX, Microsoft Dynamics 365 CRM, Salesforce, and IBM AS400

Education

Business Computer Training Institute-Tacoma, WA

Associates of Arts, 1992

Major: Accounting

ASHFORD UNIVERSITY-CLINTON, IA

Bachelor of Arts, completion date 2011

Major: Business Administration Minor: Economics

Aveta Business Institute – Cranberry, PA

Six Sigma – Certification date 2022

References upon request

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