Service Representative Analyst Manager

Dorona Fortner

Operations Manager

*********@*****.*** • 314-***-****

LinkedIn • Dallas, TX 75219

Goal-driven professional with diverse expertise in managing all operational activities, increasing productivity, developing policies, and ensuring business optimization. Skilled at leading and coaching teams, incorporating continuous improvement culture, and maximizing satisfaction/retention rate. Proven success in employing best operational practices, complying with performance measures, supervising projects and contracts, scheduling meetings. Instrumental at assisting in new developments activities, steering data analysis and integrity, and prioritizing tasks. Expert at cultivating constructive relationships and resolving complex issues. Sharp communication skills leveraged to unite teams around common goals.

Areas of Expertise

Operations Management

Risk Assessment & Mitigation

Strategic Planning & Execution

Auditing & Reporting

Regulatory Compliance

Continuous Improvement

Conflict Management

Problem/Issue Resolution

Teambuilding & Leadership

Professional Experience

AT & T, Dallas, TX 2021 – 2022

Lead Analyst Cash/Treasury

Manage day-to-day operations across treasury department. Oversee risk and cash adherence to financial controls, as well as implement process changes. Maintain bank administration and foster constructive relationships. Collaborate with key partners for requests for proposals, letters of credit, and know your customer submissions. Convey project status to stakeholders within and outside project team by organizing meetings and daily reports.

●Offered cost savings approaches by evaluating bank fees.

●Resolved complex issues by employing professional concepts and corporate objectives.

●Facilitated identification and visualization of trade-offs between options and specified recommended approach.

●Selected methods, techniques, and evaluation criteria for obtaining results, while exercising judgement within broadly defined practices and policies.

Lead Technical Auditor 2016 – 2021

Executed in-depth analysis of operating procedures and data processing systems. Examined systems for presence and adherence to proper controls and accuracy. Monitored effectiveness of security measures. Assessed operating system procedures for transaction document information integrity and reported inconsistencies. Created audit result reports and offered recommendations for top leadership. Guided less experienced team members on audit methodology. Established rapport with clients, as well as promoted diversity and inclusion within organization.

●Acted as subject matter expert, while conducting three to six audit projects annually.

●Verified compliance of data processing approaches to corporate standards and policies.

●Directed audits by leveraging exceptional testing and communication skills across diverse audit topics.

●Addressed complex problems, requiring evaluation of intangible variance factors during situations or data analysis.

AT & T, St. Louis, MO

Lead Financial System Analyst 2008 – 2016

Administered post audit team, reviewing employee expense reports. Guaranteed effective operation of financial modules, as well as implementation of proper controls. Performed AP time reporting and error correction. Enabled metric goals analysis while serving as PC coordinator. Boosted employee performance by educating on enhanced clock time, alternate work schedule, and eLink time reporting.

●Maximized safety by securing processing of domestic and international wire transactions.

●Encouraged personal and professional growth of employees by designing AP Mentee program.

●Minimized human error by assessing areas of improvement and transforming manual process into automated.

●Promoted efficiency and accuracy of financial systems by supporting continuous process improvement initiatives.

Additional Experience

Quality Analyst Manager, AT&T, St. Louis, MO

Quality Analyst, AT&T, St. Louis, MO

Customer Service Representative, AT&T, St. Louis, MO

Education

Bachelor of Science in Business Administration

Fontbonne University, AT&T, St. Louis, MO

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