Financial Accounting Manager, Payroll, Budgeting, Customer Service
Resume:
LISA G. WILLIAMS (RICK)
Thompsonville, Illinois 62890
EMAIL: ********@*****.***
PHONE: 928-***-****
WORK EXPERIENCE
Bennie isaacs and Lisa Williams THOROUGHBRED RACING STABLES
THOROUGHBRED RACING/Owner with Father
**Stakes Winning Owners.
November 2011 to PRESENT
Duties: Remotely Manage all aspects of our Racing Business . Currently all of our horses are away at the track that are currently in training or running, under our trainer’s care. I supervise the daily care and conditioning of the horses in the stables at our barns to properly prepare them for competition on the track. Responsible for ensuring that the horses receive proper nutrition, veterinary attention, and exercise. Schedule health care and maintenance appointments for horses. Coordinate the purchasing or selling of the horses. Maintain horse records. Coordinate with Jockey Club and various racetracks, trainers and owners to ensure all proper documentation is submitted in a timely manner for Jockey Club Registrations. Maintain and ensure all Owners/trainers license are current in every state we currently race in. Prepare and process all accounts payable and receivable. Coordinating with the Racetracks Horsemen's Financial Department (Horsemen's Bookkeeper), Racetrack Stewards and Licensing Department of each state we race in. Currently use InCompass Financial with all racetracks for direct deposits, statements, tax forms, check request, trainers and jockeys payouts, etc.
Hyatt Corporation
August 2021 – Feb 2025/resigned
Global Property & Guest Services Americas.
9805 Q Street, Omaha, NE 68127
E:****.********@*****.***.
Manager: Amber McGrit
During my time at Hyatt I served in 4 different areas as I was promoted and worked myself up to a: Care and Resolutions Expert, dates, duties, etc. are all below.
CARE AND RESOLUTIONS EXPERT
As a Care and Resolutions Expert I handle a variety of work types which include guest inquiries or concerns, guest escalation phone calls, Special Situation Management calls (formerly FEI), special projects, support of World of Hyatt process, privacy-related cases, HERO Desk cases, and calls, corporate escalations, and assistance with potential hotel related issues (relocations, guest assistance, etc).Worked on and assisted the Fraud Team for a few months, always assisting when needed. Mostly worked with Globalist and fill in as Concierge for many Globalist, earning their trust and ensuring all their needs were met during the Hyatt stays. Assigned to PEN cases team. Working closely on Displaced families during the Hurricanes, tradgies, relocating guest, assisting with all their needs. Assisting during the Hurricane and Fire on Maui Hawaii. Working countless hours of overtime until we could locate all of our employees and also get the Guest that were on the island, housing and/or tickets off the island. Assisting in Accounting for Global Properties. Auditing accounts and statements to find the errors and resolve the issues for management at different properties and guest. Controlling the Points. Com system which is used to purchase a d gift World of Hyatt points.
Ensuring accuracy on stays when there are issues between guest and property.
Assisted in giving Loyalty Classes and training when needed. Point of escalation for Care & Support Advocates, Guest and Support Advocates, Loyalty Agents, Resort and Luxury Agents and Guest Service Agents, that are unable to resolve an issue at the first point Handle overflow for athe other areas of Guest Services based on business needs.
Guest Escalation & Support Advocate, (GESA)
Formerly known as Care and Support Advocate (CASE)
March 2023 – July 2023
As a Guest Escalation & Support Advocate I handle a wide variety of calls, cases and investigations, with the Hyatt Hotels. From taking over complaints from the Guest service associates, Loyalty Agents and Resort & Lyury from Globalist members, taking in compliments on our agents and our properties. Complaints on stays or properties. Investigating reservations for guest/members in which that have been billed wrong and getting those corrected and doing refunds to guest that were over charged. Compensating guests that have complaints when needed, shutting down inventory on properties when they are sold out. Making and investigating cases on guest that are not being compliant with the property rules and regulations. First point of contact to begin the case and if needed escalate to a Manager in the Care and Resolution team. Demonstrate strong customer service skills, strong communications skills and I am flexible with my schedule to ensure we have enough agents on line to handle the phones, taking on overtime and schedule trades when needed. Have completed job shadowing with Workforce Management.
Hyatt Global Contact Center 1120 N Cabon St Marion, IL 62969 Manager: Mac Boa
Loyalty Program Associate. Jan 27-2023 – March 2023. GUEST SERVICE ASSOCIATE August 2021 -January 2023
Duties: Provide Hyatt guest with exceptional customer service throughout the inbound reservation process. Have strong verbal and written communication skills to have the ability to work independently and remotely from home and successfully perform my duties. In my position I multi-task (talk, type, search multiple screens) without impact to the guest. Very computer savvy and able to type and utilize keyboard functions to navigate multiple programs and screens quickly and with high accuracy . Analyzed problems to determine appropriate action. Assisted guest by responding in a friendly, timely and attentive manner while still meeting Hyatt’s standard of care in every interaction. Demonstrated competency, proficiency and meet specific sales goals and metrics on an ongoing basis during sales conversions, upselling, cross selling, enrolling guests in Hyatt’s loyalty program as well as offering a Hyatt credit card thru Chase. Adapted to change easily. Provided feedback to management while maintaining a good rapport through that communication process. Job Shadowed with Work Force Management (WFM) thru Michael Loss for month of May 2022 with one of the Intraday Specialist gaining knowledge of a Intraday Specialist positions and all the position entails on a daily basis in the Workforce Management Area. Assisted guest by responding in a friendly, timely and attentive manner while still meeting Hyatt’s standard of care in every interaction. Demonstrated competency, proficiency and meet specific sales goals and metrics on an ongoing basis during sales conversions, upselling, cross selling, enrolling guests in Hyatt’s loyalty program as well as offering a Hyatt credit card thru Chase. Adapted to change easily. Provide feedback to management while maintaining a good rapport through that communication process.
Bennie Isaacs and Lisa Williams THOROUGHBRED RACING STABLES
THOROUGHBRED RACING/Owner with Father
**Stakes Winning Owners.
November 2011 to PRESENT
Duties: Remotely Manage all aspects of our Rqcung Business . Currently all of our horses are away at the track that are currently in training or running, under our trainer’s care. I supervise the daily care and conditioning of the horses in the stables at our barns to properly prepare them for competition on the track. Responsible for ensuring that the horses receive proper nutrition, veterinary attention, and exercise. Schedule health care and maintenance appointments for horses. Coordinate the purchasing or selling of the horses. Maintain horse records. Coordinate with Jockey Club and various racetracks, trainers and owners to ensure all proper documentation is submitted in a timely manner for Jockey Club Registrations. Maintain and ensure all Owners/trainers license are current in every state we currently race in. Prepare and process all accounts payable and receivable. Coordinating with the Racetracks Horsemen's Financial Department (Horsemen's Bookkeeper), Racetrack Stewards and Licensing Department of each state we race in. Currently use InCompass Financial with all racetracks for direct deposits, statements, tax forms, etc
Department of Treasury Memphis, Tennessee
GS-06 PAYROLL SPECIALIST Manager: Felisha Hawthorne 901-***-**** *******.*.*********@***.***
DUTIES: Review, validate, transmit, and perform error resolution on Time and Attendance data for over eighty-eight thousand employees. Assigned a certain alpha area of those employees. Identified and resolved complex time and attendance problems which result from corrective actions related to back pay, settlements, grievances, congressional inquiries, and complicated time reporting procedures. Analyzed problems to determine appropriate action to correct deficiencies, such as systemic problems with the automated personnel/payroll systems, training, communication and/or workflow. Prepared marketing and outreach material, such as newsletters and user job aids or training sessions, identifying customer needs. Maintain day to day operations in my assigned area to maintain workforce schedules and identify any deficiencies throughout the day/week/month, etc. First point of contact for any technical related issues and anything related to attendance. Monitored submission of documents and perform audits of documents and procedures to ensure the integrity of the personnel/payroll system was met. Performed specialized payroll/timekeeping duties and analysis. Set and monitored schedules for all personnel within my assigned area. I have detailed personnel/payroll knowledge related to Time and Leave administration and multiple HR systems, including the National Finance Center (NFC), IRS Totally Automated Personnel System (TAPS), and other personnel/payroll processing modules. Manage Email and Service Tickets on a daily basis, work those tickets and escalate if necessary.
Telework from home location. SKYPE to other employees and management as needed. Perform other duties and assignments as directed. Took position before COVID and reported during COVID. We were then allowed to move back home within range. As of 15 March 2021 the department wanted all employees to report to work 1 day a week and I concluded that I would prefer closer to home so I then resigned with an opening to go back at anytime when there were open positions. Currently hiring freeze.
Yuma Proving Ground. Yuma, Arizona 85365. U.S. Army Test SiteSeries GS-525/Grade G-11
FINANCIAL MANAGER Jan 25, 2004 to April 7, 2011: 40 hours per week,Series GS-0560/Grade GS-09/11. (Job converted to GS-525
Financial Accounting Manager
Resource Management Division, Yuma Proving Ground, Yuma, AZ 85365, Supervisor, Johnna Duppstadt/Retired 928-***-****/2200.
Current Chief of Accounting: Matilda Lugo
Duties:
Financial Manager over Civilian Payroll in the Resource Management Division. Served as the general point of contact for Supervisors and employees with any Payroll needs. Coordinated with OPM (Office of Personnel Management). Processed actions in DCPDS (Defense Civilian Personnel Data System. Managed, maintained and analyzed all staffing needs for all Civilian Employee’s schedules to ensure scheduling needs are met. Finalizing the selection process of the current positions hired, including prescreening, sending information out for the background check and the identification of all applications hired. Ensure all new hires are set up for all training and certifications needed for the positions and government required. Coordinated all recruiting at local colleges, job career fairs, including the Army’s Test site onboarding.
Implemented ATAAPS (Automated Time and Attendance Production System) for the entire Civilian employees on Yuma Proving Ground, Arizona and Alaska. Extremely Knowledgeable of the Automated Time Attendance and Production System (ATAAPS) that provides an automated, single-source input for recording and collecting time and attendance (T&A) and labor production (L&P) data and for passing that information to interfacing payroll and accounting systems. Attended and conducted training for Timekeeper Labor input and Certification into ATAAPS. Conducted extensive timekeeping training classes and certification training classes for all users of ATAAPS at Yuma Proving Ground for Timekeeper Labor input and certification into ATAAPS. Served with 99 Timekeepers under my position at different sites in post. Served as the Point of Contact and System Administrator for ATAAPS at Yuma Proving Ground. Gathered all employee information needed for the conversion onto ATAAPS. Worked closely with the ATEC representative in charge of the implementation of ATAAPS to ensure that implementation from ETS (Electronic Timekeeping System) to ATAAPS went smoothly.
Provided Quality Assurance operations when needed in various areas of the installation. Provided training for other Quality Assurance Management members and staff members to meet that offices needs were being met and to ensure consistency within the operations and the day to day business.
Provided customer service by answering questions regarding pay, leave entitlements, advanced leave, payroll deductions, savings bonds, union dues, taxes, direct deposits, allotments, change of address, etc. Reviewed all timekeeper input for accuracy and review all certification to ensure all employees are receiving the correct pay. Performed a variety of budgetary and administrative functions to implement the Joint Interoperability Test Command multi-year, multi-appropriations budget, as a Major Range Test Facility Base (MRFB). Performed in-depth, rigorous analysis of budget requests. Reviewed estimates submitted by division chiefs and program managers for compliance with rules, regulations, and procedures. Determined cost in performing functions by considering direct, indirect labor cost, and cost of overhead. Prepared reports covering the status of functions, expenses and obligations. Conducted the day-to-day budget execution for the organization. Determine propriety and cost effectiveness in funding request through review of budget and accounting transactions, analysis productivity and workload. Prepared a variety of reports covering the status of funds, expenses, and obligations, as required by higher headquarters. Prepared quarterly impact statements with explanations of deviations from approved operating budgets. Liaison for the Defense Travel System (DTS). Processed and assisted employees in entering their Travel Orders, Airline Tickets, Rental Cars, Hotel Reservations, etc., into DTS and go thru the approval process before and after travel.
Accounting Technician
Dec 30, 2001 to Jan 24, 2004: 40 hours per week
Series GS-0525/Grade GS-07, Resource Management Division, Yuma Proving Ground, Yuma AZ 85365, Supervisor, Johnna Duppstadt (Retired) 928-***-****/2200.
Current Accounting Chief: Matilda Lugo
Duties:
Served as primary Civilian Payroll Customer Service Representative.
Coordinated corrective actions with timekeepers throughout the installation and Cold Regions Test Center, budget analysts and senior accountants. Maintained functional knowledge of multiple payroll systems DCPS (Defense Civilian Payroll System) and ETS (Electronic Timekeeping System). Knowledgeable of policies and procedures to effectively assist employees, the DFAS Payroll Offices, Civilian Personnel Offices, (CPOC and CPAC) in the resolution of payroll-related problems. Provided customer service by answering questions regarding pay or leave entitlements. Researched historical and current records to detect sources of errors and transmit data to DFAS Payroll Office, CPAC or CPOC for correction. Received supporting documents from civilian employees authorizing changes to payroll deductions, including changes or initiation of savings bonds, union dues, taxes, direct deposits, and allotments. Processed authorization for advanced or restored leave; track usage and processed authorization for military and court leave. Prepared and submitted request for unemployment insurance and employment verification for current and former employees. Knowledgeable of the Automated Time Attendance and Production System (ATAAPS) that provides an automated, single-source input for recording and collecting time and attendance (T&A) and labor production (L&P) data and for passing that information to interfacing payroll and accounting systems. Served as an Accounting Technician, performing analysis and classification of complex and unusual transactions. Troubleshoot problems and resolve problematic areas, determine the types and sources of information needed to carry out the duties. Provided assistance to the accountants and budget analysts within the Resource Management Division. Validated, monitored, control and maintained accounting transactions and accounting records for multiple accounts, including obligations, accrued expenditures, disbursements, reimbursable orders, cost transfers, and rejected transactions in SOMARDS (Standard Operations and Maintenance Army Research and Development System). Performed research of current accounts, historical data, source documents to develop and explain detailed information. Prepared a variety of monthly, quarterly, annual and narrative reports.
Supply Technician (Office Automation)
Series GS-2005/Grade GS-05, Station Ordnance, MCAS Yuma AZ
Nov 04, 2001 to Dec 29, 2001; 40 hours per week
Series GS-2005/Grade GS-05, Station Ordinance
Marine Corp Air Station, Yuma AZ 85369,
Supervisor, Stephen Spencer 928-***-****
Duties: Knowledgeable of standardized supply regulations to perform a variety of technical support duties related to maintaining property accounts and records, complete individual transactions, provided customer assistance, screening reference files, conduct data searches and distributes output files. Maintained technical proficiency in use and troubleshooting of the Retail Ordnance Logistics Management System (ROLMS) database. Performed services in support of inventory control, storage and distribution, cataloging or supply identification systems, property utilization, and other related supply activities, including those associated with mechanized or manual supply accounting systems. Responsible for the readiness and availability of major units and end items of munitions. Determined or validated procurement quantities by conducting supply review. Researched all report error messages received from Conventional Ammunition Integrated Management System (CAIMS) and processed corrective transactions. Requisitioned items to replenish stocks so as to maintain stock at prescribed levels. Catalogued and identified conventional ammunition items by NIIN or DODIC/NALC.
Housing Management Assistant
October 08, 2000 to 04, Nov 2001; 40 hours per week
Series GS-1173/Grade GS-07/Temp Promotion NTE, 02-05-02/due to A-76 Study, Facilities Management Department/Housing Division
Marine Corp Air Station, Yuma, AZ 85369, Supervisor; Patricia Queen 928-***-****
Duties: Administered and evaluated assignments and terminations of government housing. Interpreted completed housing applications for eligibility. Counselled applicants regarding availability, type, size, and location of quarters based by waiting list criteria. Counselled applicants on Marine Corps Housing policies. Provided information regarding authorized allowances and issue non-availability certificates. Analyze waiting lists to prioritize the order of assignment. Scheduled and monitored assignment and termination dates, pre-occupancy, pre-termination and termination inspections. Maintained daily occupancy/vacancy logs. Collected data, formulate, calculate and prepare monthly utilization reports. Periodically perform housing inspections to evaluate cleanliness, maintenance and habitability of the units. System Administrator for Marine Corps Housing Automated, System (MCHAS). Input assignments, terminations, maintenance and repair, and major rehab into Marine Corps Housing Automated System (MCHAS).
Housing Referral Assistant (0A)
June 21, 1998 to October 8, 2000; 40 hours per week
Series GS-0301/Grade GS-05, Facilities Management Department/Housing Division, MCAS Yuma, AZ 85369, Supervisor; Patricia Queen 928-***-****.
Duties: Received and processed housing applications for military families. Advised applicants of housing availability, on and off base, waiting periods for government quarters and waiting lists procedures. Counseled all personnel on Federal and State Fair Housing Laws and DOD Housing policies, standards of conduct for the military tenant and assist in resolving complaints between tenant and landlord. Scheduled and coordinated the maintenance, repair or other work required. Counseled applicants regarding availability, type, size, and location of quarters based on waiting list criteria.
Effectively resolved occupant complaints and disputes.
Budget Assistant
March 2, 1997 - January 23, 1998; 40 hours per week
Series GS-0561/Grade GS-05, Comptroller Department
Kaneohe Marine Corps Base, Hawaii 96863, Supervisor; Emma Thomas (808) 257-586.
Duties: Responsible for budgeting, programming, accounting and other funding requirements in support of the command fund administrators (FA's) operating Budgets. Primary duty serving as the Budget Assistant receiving assignments from the Budget Officer and the Comptroller in support of this Departments responsibilities. Follow-up discrepancies to ensure they are promptly corrected. Ensured that the base budget estimates are submitted in compliance with the automated CMC developed Standard Accounting, Budgeting and Reporting System (SABRS) to higher authority. Reviewed funding decreases received from customers associated with execution of work performed. Verified availability of funds. Monitored, reviewed and tracked obligations and expenditures. Maintained the direct control for Kaneohe Bay and provide information to the Budget Officer and AC/s comptroller as required regarding the expense incurred and support provided to the customers. Reviewed funding decreases received from customers associated with execution of work performed.
Civilian Pay Technician
February 6, 1996 - March 1, 1997; 40 hours per week
Series GS-0544/Grade GS-05, Comptroller Department
Kaneohe Marine Corps Base, Hawaii 96863, Supervisor; Carol Shimada 808-***-****.
Duties: Performed Payroll technical services relative to employee payroll, leave, deductions, and benefit entitlements; Prepared, submitted, maintained and reconciled the employee records or applicable payroll data for the Defense Civilian Payroll System (DCPS). Reviewed request for personnel action and notification of permanent changes form upon receipt; perform the posting of applicable data, prepare the exception code sheets for employee actions, initiate required retroactive or current adjustments and make temporary changes or adjustments on pay deduction. Assisted and advised Human Resources Office (HRO) on pay related items, deductions, promotions, step increases, and the Fair Labor Standards Authority (FLSA) pay computations. Assist civilian employees with questions on regulations governing leave, retirement, savings bonds, health benefits, special pay and TSP.
United States Army/Active DUTY
Personnel Management Specialist
August 28, 1990 - July 29, 1995; 50 hours per week
E4/SPC, US Army, Fort Hamilton, Brooklyn, New York. US Army Fort Shafter, Hawaii 96858, Supervisor; Prescilla Caldwell 808-***-****
Duties: Promotions Clerk/Junior & Senior promotions (promotion packets, boards, sidpers transactions following boards) HQ's Co Primary Mail Clerk/Handled all mail for HQ's CO. Distribution and inspections of the mailroom. Leave Clerk/Processed all DA
Form 31's and transmittal forms for leaves. Personnel Actions Clerk/Responsible for all
DA Form 4187's for all service members' actions such as schools. Orders Clerk/Typed
Permanent Change of Station, Promotion and MOS orders. Casualty Duty/24 Hour
Casualty Duty during Desert Storm to assist and counsel families. Correspondence
Clerk/Processed all correspondence, incoming and outgoing mail, ordering all DA Regulations, Distribution. Strength Management-Processed all Extensions and Curtailments through Department of the Army HQ's.
SKILLS
Type 80WPM, Team player, Excellent time management skills, Conflict Management, Public Speaking, MS Office Suite, Micicrosoft Edge, Microsoft Office, Microsoft Word, Microsoft Outlook Mail, Microsoft Excel Access, Microsoft Power Point, QuickBooks, Microsoft Access, MCHAS (Marine Corps Housing Automated System),SABRS (Standard Accounting, Budgeting and Reporting System), DCPDS – Defense Civilian Personnel Data System, DCPS (Defense Civilian Payroll System), ATAAPS (Automated Time Attendance and Production System, SOMARDS (Standard Operations and Maintenance Army Research and Development System), Defense Travel System (DTS). National Finance Center (NFC), IRS Totally Automated Personal System (TAPS), Single Entry Timekeeping System (SETR).Experience in Concur Expense System, SKYPE for Business, Cisco Java Jabber phone system, NICE CXONE, Hyatt Reserve System, Web Reserve Production, Tally, Star, IEX Web Station, Zoom, Intuit Quick Books, Microsoft Teams, EEM, Hyatt Connect and my apps within Hyatt IE; KRONOS, Service Now, YAPMO, ADP Self Service, My Hyatt Rewards, My Learning within Hyatt Connect, ADP, Dimensions.
EDUCATION:
Metropolis High School
Graduated 1981
Shawnee Junior College Ullin Illinois Law/ General Studies Graduated: 1981 - 1983 ASSOCIATES in General Law
Draighon’s Business College/Paducah Kentucky Attended: 1983-1985-Graduated. 24 Semesters credits Accounting Business/Computer Sciences. Intern Teacher
AWARDS:
25 Appreciation Letters, 15 Performance Awards, 26 Cash Awards, 4 Good Conduct medals
OFFICES HELD:
Position: Board Trustee
April 2015 - April 2019
Village of Thompsonville
Thompsonville, Illinois 62890
Supervisor: James Harris, Mayor of Thompsonville, Illinois 618-***-****.
Equal Employment Opportunity Advisor
2004 - 2011
Yuma Proving Ground
Yuma, Arizona 85365
Union Steward/Marine Corp Air Station Yuma, Arizona/1999 - 2001
VOLUNTEER WORK
Specialized Equine Services and Therapeutic Riding
Giant City Stables
Makanda, Illinois 62958
The mission as Specialized Equine Services is to provide exceptional therapeutic services, through trained accredited and dedicated professionals and volunteers, improving the quality of life for those in Southern Illinois.
I offer assistance to the Veterans, help coordinate special events, such as Fund Raising, etc. Work closely with the Marion Veterans Affairs (VA) Medical Center in Marion Illinois. The VA refers Veterans as appropriate, who are living with Post Traumatic Stress Disorder (PTSD) or other mental health issues.
Director:
Ramona Twellman
Ms. Twellman is a PATH Certified Riding Instructor and an International Society of Rider Biomechanics Coach.
References can be provided upon request.
Contact this candidate