18 yrs Managerial skills
8 yrs DFAS employee
3 yrs Customer Service Lead skills
Employee of the Quarter Award, presented by Mr. Horsch 2012
Directors Coin, presented by Mr. McDermott- 2012
Customer Service Award, presented by Mr. McDermott-2010
Positive ICE SURVEYS
Special recognition from customers such as: flowers, coins, shirts, hats, pen and pencil sets.
Peer to Peer Awards
Exceeded Annual Reviews
As the Lead Customer Service Representative my duties include managing the work load of 29 customer service representatives in a high volume and high stress call center. I initialized in the streamline and implementation of the Customer Care Center in 2011. I was considered a subject matter expert with ALL travel pay automated systems and travel pay regulations.(see skills). Due to my extensive knowledge I was able to identify and research causes of extraordinary, unusual or questionable discrepancies within the automated systems, travel pay entitlements and accounting citations which cause much frustration for the CSR and customer. By doing so I was able to reduce the amount of negative feedback from customers, frustration to CSR's and escalations to supervisors.
I was responsible for managing and evaluating work processes against the management requirements to meet DFAS mission requirements. In doing so this has reduced the average speed of answer, after call work, wait time and call volume. I was responsible for assisting supervisors with evaluation and preparation of performance standards by call monitoring and providing time management skills of CSR's. I was responsible for managing and maintaining the daily call volume of the Customer Care Center by assigning or reassigning call work load to the CSR's according to priority and capabilities of the CSR.
I created training manuals targeted at resolving the most difficult customer issues. I participated in the implementation of "One Note" that is used by all customer service representatives for travel pay regulations, procedures and policies. "One Note" is very valuable to the CSR's and is used as a knowledge base to help them with answers to travel pay regulations, entitlements or Standard Operating Procedures. I also provided back to basics and initial training for new and seasonal customer service representative, such as: Reserves, Contingency, TDY and PCS entitlements. I also provided back to basics and initial training on automated systems training such as; TPS, CEFT, IATS, DJMS, EDA, CEDEMS, Siebel and Interaction Client. I participated in the implementation and streamline of new automated systems such as Siebel and Interaction Client.
I effectively communicated with team members and customers to maintain clearly defined expectations, travel pay procedures, regulations and directives in order to ensure accurate and valid accounting records; this in turn reduces uncertainty and confusion. I developed rapport with the customer base by handling difficult issues with professionalism and understanding of all travel pay entitlements and regulations to ensure accurate and valid travel vouchers. I was responsible for returning phone calls or taking calls from the customer service representatives from irate, misguided or confused customers and bring resolution or understanding to each. I managed the "Assist Button" in Interaction Client. This tool is used by the CSR's when an issue arises while they are on a call with a customer and they need immediate help. By managing the "Assist Button" I was able to provide immediate direction and assistance of travel entitlements, systems or regulations. Regularly throughout the day I was asked to view customer transactions to determine if an adjustment or corrective action must be taken. On a daily basis I provided guidance on both work-related and administrative matters. I was also responsible for preparing and reviewing emails from CSR's to customers regarding in-depth travel pay regulations and entitlements.
My team and I often have team building exercises and participate in extracurricular activities such as bingo or food day, therefore encouraging team cooperation, commitment, trust and spirit to achieve our goals.
As a Lead, Accounting Technician my duties included monitoring and managing the workload of approximately 20 logging technicians. I managed daily workloads and operations in compliance with establishing internal controls to identify problem areas. I assigned or reassigned the daily workload to the logging technicians based on priority of assignment and the capabilities of the logging technician. I demonstrated supervisory skills when our team was without a supervisor for approximately 3 months. I often addressed personal and work related issues with the logging technicians and if an issue could not be resolved it would then be escalated to senior management.
I managed and maintained customer inquiries in the DRO email boxes. I would provide resolution to these emails involving highly frustrated customers looking for resolution to travel pay entitlements or regulations. I reviewed and researched disputed transactions and reported findings to my supervisor. I was able to explain clearly and accurately what research, decisions, options and time frames were involved to resolve the customer inquiries and bring closure and suggest recommendations for improvement on future claims. I provided back to basics training for logging technicians and examiners regarding SOP's, systems and regulations. This reduced the uncertainty many loggers and examiners had regarding policy changes and therefore increased accuracy and production standards.
I often assisted the TDY department by processing, providing back to basics training on entitlements or automated systems and answering in depth question to meet their balance scorecard needs.
As an accounting technician my duties included monitoring and managing approximately 4 technicians who processed AMC (Army Material Command) travel vouchers. AMC vouchers had a 24 hr TAT and it was my sole responsibility to monitor and delegate the daily workload. I was solely responsible for the processing of DODEA (Department of Defense Education) vouchers. DODEA's also had a 24 hr TAT. I also trained less experienced technicians on every type of travel pay voucher. In this process I instructed employees on their tasks and job requirements. I helped to oversee production for day to day operations for processing travel vouchers to be sure we were meeting our mission requirements.
As an accounting technician I consistently achieved above 98% accuracy rating. I was considered a subject matter expert in travel pay entitlements, regulations, accounting citations and automated systems, often assisting other technicians and supervisors with daily issues.
I was also part of the Non Combative Evacuation Team (NEO), Pandemic Response Group (PRG) and Strategic Planning Group.
As an assistant office manager my responsibilities included weekly scheduling, training and managing of the medical office to include 2-3 receptionists and approximately 300 patients. On a daily basis I would schedule employees to tend to patients according to training and ability of the employee and need of the patient. I provided hands on training and guidance to new employees and receptionists to other local doctors.
I implemented new ideas and procedures to the office environment to include billing techniques that consisted of electronic billing in place of paper and also procedural techniques. By doing so, this decreased the amount of paper waste, errors and produced less invasive procedures to the patients.
My responsibilities included patient registration, insurance billing and reconciling of all financial records for the medical office. On a daily basis I multi-tasked between office, medical and accounting functions. I was responsible for maintaining all patient records in a systematic fashion. I followed all regulations in regards to the current privacy laws to ensure the patients rights were always met and safeguarded. I was responsible for the billing of patient charges to over 20 major insurance companies. This consisted of extensive research into billing codes and regulations.
I transcribed dictations for the physicians and also reviewed transcriptions of less experienced personnel's work. This process involves preparing, reviewing and editing documents that have been prepared by myself or others.
As the Craft Dept. Receiving Manager it was my responsibility to evaluate and maintain accurate inventory for over 2000 items. On a daily basis I would inspect and verify counts on all items received, control inventory levels by conducting physical cycle counts and reconciling
with data storage system. I would ensure inventory documents were complete, current, and stored appropriately.
Accounting I AC 115 2008
Accounting II AC 116 2009
CIVREL- Enroute Travel Training
MILPCS - Entitlement Training
Leading Self and Teams
Contact Center Professional Training and Cert.
Introduction to Army Accounting
Practical Leadership and HR for Leads
Basic Operational Data Store (ODS) Training
Basic Excel Training
Intermediate Excel Training
Strong written and oral communication
Subject Matter Expert:
IATS, DJMS, TPS, ODS, CEDEMS, EDA, JTR, JFTR, DODFMR, ONBASE, IMATS, CMS, Siebel, Interaction Client, Interaction Client Business Manager, Travel Pay Entitlements
Companies Worked For:
Job Titles Held: