Customer Service Quality Assurance
Resume:
LENORA
MAYS
******.****@*****.***
Charlotte, NC 28269
With a proven track record at Synchrony, I excel in leveraging cutting-edge technology to enhance customer service efficiency and satisfaction. My expertise spans strategic forecasting and quality assurance, underpinned by strong analytical and interpersonal skills. Achievements include significant process optimizations, directly contributing to improved operational outcomes and client relations. PROFESSIONAL SUMMARY
*Professional experience in business
operations
*Sales, Customer Service, Strategic
Forecasting
*Quality Assurance, Financial
Accounting
*Recruitment Management, Payroll
Management
SKILLS
Johnson C. Smith University
Charlotte, NC • 08/2015
Bachelor Of Science: Business
Administration And Management
Cathedral High School
Springfield MA • 06/1998
General Studies
EDUCATION
Synchrony - Customer Service Operations
Anticimentix - Accounts Receivable Analyst
Charlotte, NC • 05/2023 - 12/2025
WORK HISTORY
Championed the adoption of cutting-edge technology solutions to enhance overall efficiency in customer service operations and improve client satisfaction levels.
•
Evaluated and recommended technological solutions to improve customer service operations, leading to more efficient processes and happier clients.
•
Spearheaded initiatives to modernize customer service operations through the integration of cutting-edge technology solutions.
•
Oversaw customer service operations related to e-commerce transactions, ensuring prompt resolution of issues and maintaining high satisfaction levels.
•
Supported team members during peak hours, ensuring smooth and timely customer service operations.
•
Oversaw quality assurance processes, ensuring compliance with company standards and regulations in all aspects of customer service operations.
•
Reduced collection time for outstanding invoices by closely monitoring aged accounts and maintaining frequent communication with clients.
•
Participated in the month-end close process, ensuring accurate reporting of accounts receivable balances and timely submission of data for financial statements.
•
Collected, compiled and analyzed data to prepare customer invoices per contractual requirements.
•
Analyzed aging reports to identify trends and patterns causing missed collections.
•
Contacted internal and external customers to obtain documentation to support invoices and claims.
•
Mitigated disputes over invoices by liaising between internal departments and clients, ensuring clear communication and swift resolution of issues.
•
Wells Fargo - Banking Analyst
Charlotte, NC • 08/2010 - 01/2023
Shaped best practices within the team through regular review meetings focused on enhancing overall performance in accounts receivable functions.
•
Developed professional relationships with internal and external clients to encourage open communication and feedback.
•
Identified, recommended and executed opportunities to enhance accounts receivable and billing processes to meet finance requirements.
•
Prepared spreadsheets using formulas, V-lookup and other intermediate and advanced Microsoft Excel skills.
•
Optimized cash application processes by identifying inefficiencies and implementing process improvements that expedited posting of payments.
•
Provided exceptional customer service, addressing inquiries promptly and maintaining strong relationships with key clients.
•
Identified investment opportunities for clients through thorough market research and risk assessment.
•
Developed customized financial models to support decision-making and drive revenue growth.
•
Improved communication between internal departments, fostering a productive working environment that accelerated project completion times.
•
Performed scenario analyses on prospective investments, identifying risks and uncovering hidden value drivers for informed decision- making processes.
•
Worked closely with relationship managers to proactively identify potential issues or concerns impacting client accounts.
•
Supported senior analysts in the preparation of high-quality reports for presentation to executive leadership teams.
•
Mentored junior staff members, sharing best practices and fostering ongoing professional development opportunities within the team.
•
Conducted detailed competitor analyses to inform product development strategies, leading to increased market share.
•
Led training sessions on financial modeling and risk analysis techniques, enhancing team capabilities and promoting a culture of continuous learning.
•
Assisted management in meeting regulatory requirements by conducting periodic audits and ensuring compliance with established policies.
•
Participated in industry conferences to stay abreast of emerging trends and expand professional network connections.
•
Played a key role in developing innovative solutions for clients facing challenging financial situations or seeking new growth opportunities.
•
Contributed to the creation of marketing materials highlighting the bank''s expertise in specific sectors, attracting new business leads.
•
Managed complex portfolios, effectively balancing risk and return to achieve client objectives.
•
Collaborated with cross-functional teams to optimize banking processes, resulting in improved efficiency.
•
Implemented process improvements that reduced operational costs and increased overall profitability.
•
Contact this candidate