Customer Service Accounts Payable

DANIELLE L. PFLUM

*** ******** ****** *******, ** 19602 / 610-***-**** / ************@*****.***

Experienced Coordinator with over 15 years of experience in Customer Service and Accounting. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Office Assistant 09/2022-Present

TNA Fleet Solutions, Inc. – Reading, PA

Handling incoming calls and other communications.

Managing filing system.

Recording information as needed.

Updating paperwork, maintaining documents, and word processing.

Helping organize and maintain office common areas.

Performing general office clerk duties and errands.

Organizing travel by booking accommodation and reservation needs as required.

Maintaining office equipment as needed.

Creating, maintaining, and entering information into databases.

Accounts Payable Coordinator 08/2021-09/2022

Carpenter Technology – Reading, PA

Ensure invoices are processed in an accurate and timely manner into SAP.

Obtain any necessary information required such as approvals, if more money is needed to process PO, etc.

Roadside Assistance Coordinator 09/2018 to 10/2020 Penske Truck Leasing – Reading, PA

Providing the highest quality customer experience and exceeds expectations of internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism

Utilize proprietary and non-proprietary software to dispatch, track, and follow up on roadside service calls

Receiving in-bound calls from Penske customers and diagnosing their mechanical issues Escalate issues as needed to the appropriate individuals or departments

Making outbound calls to dispatch appropriate services to our drivers and customers

Creatively solves customer issues and provides resolutions to the customer's satisfaction

Providing customer service, assuring that customers are satisfied and will return for additional business

Creating service plans based on the driver’s itinerary to ensure timely pick-up and delivery of loads, while following safety and government regulations.

AR/AP Associate 09/2017 to 09/2018 Amdent Ltd. – Wyomissing, PA

Obtained proper documentation and approval before processing

Performed data entry, calculating, and posting invoices for payment

Reviewed all invoices for appropriate documentation and approval prior to payment

Ensured all documents were scanned into QuickBooks

Opened and processed all incoming mail in a timely manner

Ran weekly check run

Performed various administrative functions, including filing paperwork, delivering mail, and sorting mail

Customer Service Associate 02/2009 to 09/2017 FirstEnergy Corp. – Reading, PA

Established and maintained accounts for new, current, and previous Customers Education

Adhered to government policies and regulations

Assisted Customers with questions regarding billing, deregulation, rates, and application for service

Developed effective relationships with other departments

Created and reviewed Written Utility Reports for accuracy and to ensure proper information is provided while following both company policy and regulatory requirements and guidelines

Contacted customers directly to provide Company position Analyzed customer account information, prepare necessary forms and correspondence Maintained Zero Justified Complaints

Properly handling of Customer complaints within a timely manner Provided cross-training and shadowing to fellow team members

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Improved customer satisfaction ratings by addressing issues and fostering timely resolution

Managed customer relations and customer service through daily communication and interaction

Entered customer interaction details in CRM to track requests, document problems and record solutions offered

Evaluated account and service histories to identify trends, using data to mitigate future issue

Bartender/Assistant Manager 10/2006 to 02/2009

Happyz Bar & Grill - Reading, PA

Opened/Closed the bar, maintained stock, and ensured the register balanced out every night.

Prepared drink orders accurately, provided snacks, or appetizers for the customers.

Made recommendations to customers and any questions they had regarding beverages.

Maintained cleanliness in all areas of the bar including counters, sinks, utensils, shelves, and storage areas.

Accepted payments for items purchased and gave correct change.

Financial Specialist 07/2002 to 06/2006

Sovereign Bank – Wyomissing, PA

Input various invoices into our Accounts Payable system.

Assisted with research requests, posted various journal voucher entries, and filed accounts payable invoices.

Processed employee expense accounts, set up employees for direct deposit, established new vendors and ensured they were set up in the system.

Reconciled and distributed Accounts Payable checks to various vendors, both internal and external.

Opened and distributed the interoffice mail within the department.

Cashiering – Consumer Loans 08/2001 to 06/2002

Sovereign Bank – Reading, PA

Processed consumer loan payments and ran the auto poster and handled any rejects.

Disbursed refunds on closed and opened accounts.

At the end of the day, balancing out general ledger account.

Prepared the general ledger tickets for nightly transmission.

Safe Deposit Box Specialist 03/2000 to 08/2001

Sovereign Bank – Reading, PA

Processed payments and other monetary transactions to accounts.

Responsible for processing change requests received daily from different branch locations.

Performed file maintenance to existing and closed accounts and performed any necessary research on Macrofich.

Assisted with reconciling and performing maintenance on general ledgers.

Researched and cleared suspended items in the Safe Deposit Box Process Account.

American Public University System - Charlestown, WV 2016

Human Resource Management - 77 Credits

University of Phoenix - Tempe, AZ

Accounting - 6 Credits

Florida Metropolitan University - Tampa, FL

Accounting - 6 Credits

Berks Technical Institute - Reading, PA

Diploma: Administrative Assistant 1998

Reading Area Community College - Reading, PA

General Equivalency Diploma 1997

References

Available upon Request

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