Customer Service Manager

Dennese Harry

*********@*****.*** • 404-***-****

SUMMARY

Results oriented accounting and customer service professional with over 10 years’ experience in a customer service environment.

Providing high standards of excellence through efficient and effective communication, interpersonal savvy and organizational agility.

Supervisoryexperience providing coaching, feedback, developmental opportunities and building successful teams.

Ability to contribute expertise that supported and ensured leadership directives.

PROFESSIONAL EXPERIENCE

Aviation Institute of Maintenance – Duluth, GA 2009 to Present

Student Accounts Manager

Manage the overall collection of tuition and fees which includes daily posting of cash receipts, running credit card payments and following up on delinquent clients.

Prepare monthly invoices, quarterly statement of accounts, and other account specific financials to new and existing students.

Responsible for the reporting and reconciliation of weekly, monthly, and quarterly A/R reports to Executive Director at campus level.

Audit accounts to provide accurate balances, postings, calculations through office software and reconciling student accounts to ensure the integrity of the Accounts Receivable accounts.

Provide excellent customer service while assisting prospective and continuing students with account statements and installment plans.

Communicate with FA Department, Registrar, and other departments to assure accurate details in regards to student’s accounts.

Perform exit interviews, track and upload required documents, and advise students on default prevention upon out of school status.

Christie’s Auction House - New York, NY 1998-2007

Assistant Credit Manager - (2005 - 2007)

Promoted to provide direct support to Credit Manager with the day to day running of the credit and cashier department and delegation of duties within department between all staff members.

Organized weekly conference calls with international head office credit department to cross reference delinquent accounts for possible suspension of bidding privileges.

Reviewed and processed applications for credit line increases,checked credit references, and established credit limits following predetermined policies.

Handled all phases of collection which included sending out reminder letters requesting payment for past due invoices, contacting delinquent accounts by phone, fax and email, and restricting account purchases.

Provided excellent customer service to internal and external clients throughout the bidding and buying process.

Assisted customers with account inquiries, opening new accounts and reviewing and researching any account discrepancies.

Investigated creditworthiness of all clients intending to buy at auction, through the examination of financial statements, bank references and brokerage accounts.

Settlements Manager - (2004 - 2005)

Promoted to manage daily operations in the vendor settlements department which included supervision of three staff members, training new staff, distribution of monthly auction sale schedule to company staff and assisting treasury manager and financial services with cash management operations and cash advances.

Prepared, assigned and distributed monthly auction schedule to ensure entire company’s awareness of appropriate settlement coordinator for specific sales.

Assisted financial services with advances by initiating outgoing wires and calculating interest due on previous cash advances.

Ensured team reviewed pre-sale and pre-settlement reports documenting and posting all charges which led to correct deduction of charges from consignment proceeds.

Initiated outgoing wires and checks of consignment proceeds ensuring consistency and efficiency with vendor payouts.

Accounts Receivable Specialist (1998-1999)

Accounts Receivable Supervisor (1999 - 2004)

Promoted to supervise staff to include: prioritizing and assigning work; conducting performance evaluations; ensuring current and new staff weretrained and followed policies and procedures; maintaining a healthy and safe working environment; and making hiring, termination, and disciplinary recommendations.

Provided highly effective leadership, communication, motivational and inspirational skills, which led to 98% employee retention ratio and two out of four employees promoted into management positions.

Proposed collection of sales tax prior to property release in special circumstances which increased tax compliance with state audit.

Directly invoiced purchasers on sale day at customers request to facilitate prompt payment and property release.

Approved and denied property releases requested by shipping department ensuring applicable state sales tax was applied according to shipment destination.

Reviewed, researched and resolved complex customer service issues to maintain standard of excellence in client service.

Processed and recorded all incoming payments via mail and direct bank transfer.

EDUCATION

Associates of Science, Major Accounting (May, 2008)

Herkimer County Community College, Herkimer, NY

Bachelor of Science Business Administration, HR Management (expected April, 2013)

Columbia Southern University, Orange Beach, AL

Professional Development and Training:

Management Training, Situational Leadership Training

PROFICIENCIES

Microsoft Word, Excel, Power Point, Outlook, Siebel and Campus Vue

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