Customer Service Continuous Improvement
Resume:
Kia L. McQuillan
Oakdale, PA *5071
**********@*****.***
Objective
An Accounting/Finance position that will utilize previous experience and training, a solid background in accounting, analytical decision making, communications, time management and leadership skills to meet business objectives and support commitments to customer service, employee development and continuous improvement.
Education
2001 – 2005 B.S. in Business Administration with concentration in Accounting from
Duquesne University
1997 – 2001 Graduated from Our Lady of the Sacred Heart High School in Coraopolis, PA.
Computer Skills
● Proficient in Microsoft Word, Excel, and PowerPoint
● Experience in Microsoft Access
● Experience with Bloomberg financial software
● Competent use of accounting software, including Personal Communications Custody Management System and Institutional Accounting System
Work Experience
Applebees 9/2021-Present
Server
● Provide customer service and manage cash sales, ensuring that the transactions are correct and providing consumer with optimum service and satisfaction
● Certified in the State of Pennsylvania for Serve Safe Alcohol Awareness
● RAMP Certified in the State of Pennsylvania
● Cashier/Server
● Excellent communication skills developed through devoting special attention toward customer satisfaction
ServiceLink 9/2021-3/2022
Mortgage/Refinance Loan Processor
● Preparation of all paperwork for new loan refinancing
● Lien clearance for pending loan refinancing
● Title clearance for pending loan refinancing
Zales 11/2020-1/2021
Sales
● Provide customer assistance and sales ensuring that all transactions are correct and providing customer with optimum service and satisfaction
● Excellent communication skills developed through devoting special attention toward customer satisfaction
Wahlburgers Pittsburgh 07/2019-3/2020
Server
● Provide customer service and manage cash sales, ensuring that the transactions are correct and providing consumer with optimum service and satisfaction
● Certified in the State of Pennsylvania for Serve Safe Alcohol Awareness
● RAMP Certified in the State of Pennsylvania
● Cashier/Server Wing Certified Trainer
● Excellent communication skills developed through devoting special attention toward customer satisfaction
Mortgage Connect/Inspire Closings 07/2019-09/2019
Mortgage/Refinance Loan Processor
● Preparation of all paperwork for new loan refinancing
● Lien clearance for pending loan refinancing
● Title clearance for pending loan refinancing
Mike & Tony’s Gyros Moon Township 09/2017-04/2019
Server
● Provide customer service and manage cash sales, ensuring that the transactions are correct and providing consumer with optimum service and satisfaction
● Certified in the State of Pennsylvania for Serve Safe Alcohol Awareness
● RAMP Certified in the State of Pennsylvania
● Cashier/Server Wing Certified Trainer
● Excellent communication skills developed through devoting special attention toward customer satisfaction
BNY Mellon 01/2006-4/2016
Team Lead Accounting Analyst 10/2010- 4/2016
● Review and improve upon internal processes to be more efficient and productive
● Assisting team members with any issues and continuing training when necessary
● Create and work with more custom reporting both internally and directly with the client
● Sole point of contact for a top ten revenue producing BNY Mellon platinum client
● Approve and review wire transfers
● Assisting the client with any account related issues and questions
Senior Accounting and Reporting Specialist 2007-10/2010
● Minimize risk and enhance value for external clients by working directly with internal teams
● Assist in training of new employees and teaching them the policies and functions of the company
● Serve as direct help for team manager on ad hoc projects directed by client or internally
● Provide support by serving as the client’s sole accounting team contact for investment manager reconciliations
● Process investment manager fees and performance fees for the client, as well as serve as the main contact for fee process
● Implemented changes in the fee process to ensure timely processing of fees. Per the client this was the first time fees were even done on time by BNY Mellon and since then fees have repeatedly been completed early
● Reconcile monthly financial statements provided by the investment managers with client
● Provide client support for reports generated on Workbench
● Process client directed instructions independently, accurately, and in a timely manner
● Provide custom process for client specific hedge funds and separately managed accounts
Accounting and Reporting Specialist 01/2006-2007
● Reconcile monthly financial statements provided by the investment managers
● Instruct new team members on processing currency movements and other cash transactions
● Provide support by serving as client’s accounting team contact
● Process client directed instructions independently, accurately, and in a timely manner
Buffalo Wild Wings
WCT Server, Bartender - Robinson, PA 03/2003-01/2015
● Provide customer service and manage cash sales, ensuring that the transactions are correct and providing consumer with optimum service and satisfaction
● Certified in the State of Pennsylvania for Serve Safe Alcohol Awareness
● RAMP Certified in the State of Pennsylvania
● Cashier/Server Wing Certified Trainer
● Excellent communication skills developed through devoting special attention toward customer satisfaction
It Works!
Independent Distributor - Imperial, PA 02/2012-12/2014
● Provide service and information to clients inquiring on how to maintain healthy lifestyles
● Close one on one interaction, as well as group presentations, on products that the company has to offer
Wholesale Builders Supply
Assistant to Controller – Carnegie, PA 06/1998-08/2005
● Utilized proprietary accounting systems to process accounts payable/receivables and invoice records. Assisted in computations for Payroll services
● Performed daily duties such as answering phones, faxing, copying, etc.
Achievements
● Team award in 2009 in excellence throughout year
● Received multiple achievement awards for outstanding work in 2010-2012
Activities
● Volunteer through BNY Mellon sponsored programs
● Active in numerous Autism Speaks and Susan G. Komen programs
● BNY Mellon Employee Engagement Team Leader
Contact this candidate