Customer Service Management
Resume:
Diann P. Crite
Houston, Texas 77049
Email: ******@***.***
JOB SUMMARY:
I am interested in a long term career in a stable yet highly competitive industry where I will be given an opportunity to develop my career and help grow an organization’s business. Seeking a position in an environment, where there is a need for a variety of office management business support tasks including – accounting, customer service, computer knowledge, organizational abilities, business intelligence and database program use.
ADDITIONAL SUMMARY: I am a highly qualified Business Support Operations Professional that is talented at realistically sizing up a situation, setting goals, determining available resources, organizing and has supervised 50 or more employees ensuring that the job is done correctly, always in the most efficient manner. Logical and analytical, a natural leader, and has the ability to make decisions in a timely manner:
Experience in Business Office Support Operations, Customer Service and Financial/Banking Operations, with emphasis in:
• office supervision/management
• customer service collection call center
• customer service – public, internal/external
• customer processing data
• settlements, billing and invoicing
• loan portfolio account management
• strong verbal and written communication skills
• transactional accounting
• data/record system management
• documentation review
• strong account and bank reconciliation
• strong analytical skills
• strong problem solving
• accounts receivable/account payable
• strong investigating techniques
• document filing, storage/archiving
• scanning/image review and recognition
• payment processing, deposit services
• strong attention to detail
• MS Office
EMPLOYMENT HISTORY:
Passport Processing Supervisor, Department of State
CGI (Formerly Stanley Associates), Lawton, OK (Job Site – Houston, Texas)
(January, 2008 to May, 2011)
Structured, organized and managed all aspects of the Passport Office staff Team work for Passport Operations to include managing and processing up to 20K thousand applications weekly, public customer service, statistic and matrix, reports, administrative, personnel, and operating processes in order to meet production expectations for timely issuance of Passports. Supervised, trained and coordinated work for assigned personnel, coached, mentored, interviewed, hired, performed employee counseling and performance evaluations. Approved and documented time and attendance. Responsibilities included the supervision of 50 team members inclusive of 15 direct reports. Ensured all units were appropriately staffed and daily tasks completed by deadlines. Ongoing feedback provided to senior management regarding the production process and back-log issues within the Agency. Consulted and coordinated, with Government Professionals to ensure resource availability and provided excellent internal customer service. Provided and ensured the highest quality customer service to US Citizens and Visa Courier Services. Specialized Supervision: Potential Fraudulent Birth Documents (PFBD); background search and investigation to confirm birth certification via web, Department of State databases and Bureaus of Vital Statistic.
- Initiated staff changes when needed
- Motivated employees by conducting individual/group meetings, awarding and team lunches
- Completed monthly administrated reports accurately and in a timely manner.
- Successfully managed record databases with the highest level of accuracy and integrity
- Created SOP’s (Standard Operating procedures)
- Recommended and implemented quality control at delivery/receipt of applications and support documentation to minimized loss prior to and after the Adjudication process
- Increased production time by implementing data management of files in date and batch number order to ensure timing processing at mail-out and at search/investigation
- Suggested utilizing a recycling service for non-personal information to eliminate downtime in production and overflow of internal storage
- Implemented and recommended that Clerical maintain the customer information booth as well as the
Will Call expedite window; ensuring a more efficient Adjudication process
Treasury Payments Supervisor, Treasury Call Center Supervisor
G C Services, Houston, Texas
(January, 2005 to November, 2007)
Responsible for employee supervision and training, hiring, staff performance evaluations, time reporting, quality controlled and released daily summary of cash receipts (payment processing) processed through 26 operation centers via network system.
- Processed payments and monitored batch closing
- Processed and maintained client billing and invoicing
- Motivated employees by conducting individual/group meetings, awarding and team lunches
- Approved/audit original payment batches
- Achieved data management of files
- Originated the Scanning/imaging process of batch detail into network folders
- Collected and processed delinquent payments
(Incoming and transfer calls from operation centers, for the Department of Education and other various clients via (ITS)
- Planned work schedules, maintained daily statistic reports to ensure the accuracy of payments received.
Senior Loan Accounting Officer, Loan Account Officer
TD Securities, USA, Inc. Houston, Texas
(July, 1998 – July, 2004)
Responsible for monetary administration and portfolio management for counterparty investors and participating financial and banking institutions accounts, Corporate Credit Derivatives Loan Funding.
- Processed/posted account payable and account receivable transactions
- Lead and trained employees
- Prepared settlements, client counterparty investors billing and invoicing
- Processed corporate lending transactions (principle and interest, fees, accrual adjustments)
- Prepared weekly and month end reports
- Processed accounts payable and account receivables
- Managed and set-up new loans, trade and syndication funding
- Solved discrepancy report postings
- Managed and set-up Letter of Credit
- Posted general ledger journal entries
- Organized and managed document and data files
- Reconciled and balanced cash and suspense accounts
- Directed workflow coordination
- Managed discrepancy and aging item reports
- Reviewed and analyzed loan agreements
- Posted ACH, Lockbox payments and submitted/received wire transfers
- Managed exception and debit to revenue reporting
OTHER FULL-TIME/PART-TIME AND CONTRACT EMPLOYMENT:
System Conversion Project Analyst, Account Reconciliation Specialist - Loan Operations
J.P. Morgan Chase Bank Houston, Texas
FiServ, Houston, Texas
Deposit Services, Proof Operator/check processing
KCS Staffing, Houston, Texas
Staff Accountant-Bank Statement Reconciliation
Paywise Inc, Houston, Texas
Team Lead, Deposit Services
EDUCATIONAL BACKGROUND:
AS, Business Administration - Accounting, Southwest Tennessee Community College, Memphis, Tennessee
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