Elementary School Customer Service

Dorothy Claire Santos-Lloyd

Phone: 408-***-**** E-mail: ******************@*****.*** www.linkedin.com/in/dorothyclairelloyd

OBJECTIVE:

To utilize my achievements in pursuing long term professional relationships with supportive teams at a diverse company that values growth and opportunities.

ACHIEVEMENTS:

BUSINESS OWNER

*Current services are based on client demands and consignment projects only.

Zentangle with Dot- Certified Zentangle Teacher / Freelance Artist (2023- current). Offering art classes and art consignment projects.

Succulents by Dot- Plant nursery / retail (2017- current).

DClaire Designs- Jewelry designer and maker (2013- 2016).

All businesses are handled in all levels of processes: sales and marketing, production and inventory, client services for custom orders, special events order requests, customer service, PayPal invoices/billing, packaging, and expense management. Current services are based on client demands and consignment projects.

INTERNAL AUDITOR

High volume internal audits on customer/merchant accounts, fraud investigations, fraud analysis providing verbal/written feedback to management on emerging trends/patterns which may be present in the data review, and data manipulations.

Audits on large volume accounts using eFunds Fraud Finder platform, credit reports, FICO, Qualifile, Catalyst/TranZact, Chexsystems pertaining to non-sufficient funds activity, account abuse, kiting, suspicious check deposits, alterations, counterfeit items and fictitious activities.

Handled new accounts screening and reporting suspicious activities to branch and regional management suggesting further review and/or immediate termination.

Assisted in tax audits relating to payroll processes and proper compliance.

Processed audit approvals on expense reports for domestic, foreign, visitors, international and local travels in adherence to GSA, Per Diem rates, Fly America Act, and IRS, governed by DOE and Stanford University regulations.

Travel compliance audits for government Department of Energy (DOE) operated by Stanford University

Legal audits using FDA, OIG and EPLS debarments on all unverified Health Care Compliance (HCC) files

Government Commercial Contracts (GCC) monthly auditing, monitoring and data reporting to identify volume activities for proper compliance.

Johnson &Johnson Diabetes Institute budget analysis and finance audit for the new Totality System conversion

Wrote Merchant Bankcard Services Guidelines and Procedures adhering to Sarbanes-Oxley standard audit specifications and bank standards.

Managed internal audits and assigned liabilities re: fraud risk reviews, chargebacks/retrievals adhering to vs/mc investigations, client analysis, statement billing reversals, rates/fees structure, and vs/mc charges that meets the service level agreement (SLA).

PROJECT MANAGEMENT

Assisted in non-recurring projects related to payroll processing (e.g. system upgrades, tax updates, and modifications to existing and/or newly introduced company or vendor applications).

Managed projects adhering to system conversion from Ariba to Totality system. In this process, trained and educated physicians/health care practitioners on utilizing the new system, saving the company time and management from old methodology- manual document filing submissions to utilizing the new in-house Totality system for online document submission, monitoring, auditing and final contract stage approval process.

Managed project tasks relating to acquisitions and mergers of 11 banking institutions on credit card operations and branch cash advance accounts/general ledger as while training bank management on product and system usage.

Handled project management related employee development; i.e. counseling, coaching, team wellness.

ACCOUNTING / BILLING and EXPENSE ANALYST / PAYROLL

Processed semi-monthly payroll for approximately 10,000+ employees, customer base of 3,500+ employees.

Completing specific payroll production processes (e.g. terminations, status changes, leave of absence (STD, LOA), tax changes, deductions, direct deposits, computing and processing time sheet data, pay rate changes, retroactive adjustments and special pays; maintain vacation, sick leave and worker's compensation records; compile reports on base and premium pay; calculate checks; research and produce special reports).

Participated in non-recurring projects related to payroll processing (e.g. system upgrades, tax updates, and modifications to existing and/or newly introduced company or vendor applications).

Handled process approvals and audits on travel and billing expense reports for domestic, foreign, visitors, international and local travels in adherence to GSA, Per Diem rates, Fly America Act, and IRS, governed by DOE and Stanford University regulations.

Processed accounts payable/accounts receivables, reimbursement travels, batch settlements, financial reporting and payroll processing.

Managed Stanford Guest House billing and expense approvals and processing.

Managed approval/process of invoices adhering to market research, educational grants, exhibits, consulting and clinical research agreements.

Managed branch cash advance accounts and general ledger accounts in support of the credit card operations for 11 banking institutions.

Managed account reconciliation, fee reversal approvals/adjustments and collections.

Handled customer service inquiries for all financial new system training, and educating employees on submission of billing and invoices, including travel expenses adhering to internal audit rules and specifications including proper usage of general ledgers and cost centers for policies and regulations in order to meet compliance.

SOFTWARE:

MS Office (Word, Excel, Access, PowerPoint) PeopleSoft, Oracle, Lotus Notes, Adobe, Remedy, ARIBA, Totality, Chexsystems, Catalyst/TranZact, Origin systems, Concur and Doc Link.

WORK TIMELINE:

BUSINESS OWNER/MANAGER (2013-Current)

Zentangle with Dot- Certified Teacher / Freelance Artist (4/2023- Current)

Succulents by Dot- Plant nursery (2017- Current)

DClaire Designs- Jewelry custom designs (2013 – 2016)

CONSULTANT/CONTRACTOR (2006-2012)

BANK OF THE WEST - AP Clerk III – Accounts Payable Department (2013-2014)

PATELCO CREDIT UNION - Internal Auditor (2012)

GENENTECH, INC. – Employee Finance/Payroll Administrator (2011-2012)

STANFORD LINEAR ACCELERATOR CENTER – Internal Auditor/Travel Processor (2011)

LIFESCAN, JOHNSON & JOHNSON – Project and Audit Support (2008-2011)

ROBERT HALF INTERNATIONAL – Staffing Manager (2007)

STANFORD CENTER – Assistant Marketing Manager (2007)

COMERICA BANK – Treasury Management Administrator (2006)

SENIOR MERCHANT BANKCARD OPERATIONS SPECIALIST (2002-2006)

WELLS FARGO BANK (Formerly known as GREATER BAY BANK)

MEMBERSHIP:

ProNet-EDD- Fremont Chapter (not-for-profit association) 2013

Operations Lead

- Operations lead consisting of marketing, IT, hospitality, and team liaisons. Providing job leads/networking with job developers, assist unemployed and underemployed professionals with employment search opportunities, resume critiques, mock interviews, tips for searching jobs, training and development subject assistance regarding basic and advance workshops for members and incoming new members.

ProNet is an association of professionals in career transition working together to become successfully re-employed and a resource for employers in meeting their professional, technical, and managerial staffing needs. ProNet is sponsored by the State of California Employment Development Department (EDD) and is subject to the guidelines, rules, and policies of EDD.

EDUCATION:

Business Management – AA/ De Anza College, Cupertino, CA (1998)

Project Management – PPM/PMP Certificate (fragmentary) / UCSC (2008)

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