Customer Service/Accounts payable & receivables

DENAE THOMAS

Fredericksburg, VA

Mobile: 571-***-****

Email: **********@*****.***

EDUCATION:

Master of Science Degree, Masters of Cybersecurity, University of Maryland Global Campus, Adelphi, MD

Honor Roll /Dean’s List/GPA: 3.67/4.00

Bachelor of Science Degree, Visual Communication,

Westwood College, Annandale, VA

Honor Roll /Dean’s List/GPA: 3.22/4.00

Associate of Applied Science Degree, Graphic Design and Multimedia, Westwood College, Annandale, VA

Honor Roll / Alpha Beta Kappa National Honors Society / GPA: 3.25 / 4.00 Bachelor of Arts Degree, Sociology,

Lynchburg College, Lynchburg, VA

John Lewis Tyler Memorial Scholarship / Merit Award / Mason, Orndorff Scholarship Fund WORK EXPERIENCE:

TELEPERFORMACE/USAA, RICHMOND, VA August 2023 – Present Remote Customer Experience Trainer

• Coordinate new hire, progression, and enhancement training.

• Train new and existing employees on client projects emphasizing customer confidentiality and security.

• Develop non-classroom communication and training materials.

• Assess individual participants and class performance.

• Participate in minor client interaction including effective curriculum feedback and client visits.

• Demonstrate the highest standards of ethical and professional conduct in dealing with new employees.

• Thrive as a team player in a fast paced, high energy, change oriented environment.

• Ensure all policies and procedures are adhered to including Security, HR, Operations, etc.

• Perform other related duties and assignments as required and assigned by supervisor and manager. TELEPERFORMACE/USAA, RICHMOND, VA March 2023 – August 2023 Remote Licensed Insurance Professional

• Connect with customers via phone/email/chat/and or social media to address their questions and/or concerns.

• Providing excellent customer service to variety of policyholders/military families

• Respond to requests for assistance and/or possible processing payments.

• Calmly attempt to resolve and de-escalate any issues.

• Escalate interactions when necessary and appropriate.

• Track all call related information for auditing and reporting purposes.

• Upsell if required.

• Update and adjust policies per member request.

GEICO, FREDERICKSBURG, VA January 2021 – February 2023 Customer Service Representative

• Motor Vehicle compliance processing.

• Billing specialist

• Handling heavy call volume in a fast-paced work environment, resolve complex business problems and handle complicated customer issues.

• Assisting in making numerous policy changes for customers.

• Provided excellent customer service to a variety of policyholders. GEICO, FREDERICKSBURG, VA March 2021 – April 2021

Team Survey Champion

• Sent tips and word tracks to agent to help increase survey results. MANPOWER/MUSIC TODAY, Charlottesville, VA October 2019 – March 2020 Warehouse Associate

● Sorting customer orders between carriers and ship methods.

● Maintain positive interactions with both internal and external staff.

● Packing customer orders for safe shipment.

● Operating carts, hand trucks, RF scanners, and other warehouse equipment to move products throughout the warehouse and order fulfillment process.

● Picking customer orders and pulling batches in our warehouse.

● Training new hires according to standards and policies for the company. J. CREW, Lynchburg, VA February 2019 - October 2019 Client Services Specialist

● Promoted and offered additional products and services including the J. Crew credit card.

● Maintained positive interactions with both internal and external customers.

● Maintained quality, sales, and efficiency standards.

● Tracked customer’s orders and offer best solutions in getting their package to them, when shipping issues arise.

● Worked with specialty teams in the event of fraudulent activities with customer accounts/delays when fulfilling customer orders.

HIGHPEAK SPORTSWEAR, Lynchburg, VA April 2016 – November 2018 Graphic Artist

● Modified and revised projects, artwork, and deadlines to ensure quality of work.

● Worked with production team, to ensure correct sizing of artwork to fit on garments.

● Alphabetized and filed old separations into the file room for future use.

● Converted customers files into usable vector art for production. ROBERT HALF INTERNATIONAL August 2014 – April 2016

(Accounts Payable/Copy Editing Contracted Positions) UVA COMMUNITY CREDIT UNION, Charlottesville, VA

NATURAL RETREATS, Charlottesville, VA

CHARLOTTESVILLE HOUISING AUTHORITY, Charlottesville, VA PARK PROPERTIES MANAGEMENT COMPANY, Charlottesville, VA NATIONAL ASSOCIATION OF COLLEGE AUX. SERVICES, Charlottesville, VA CORE KNOWLEDGE, Charlottesville, VA

UNIVERSITY OF VIRGINIA ALUMNI ASSOCIATION, Charlottesville, VA

● Entered Accounts payable invoices and Accounts Receivables & set up reoccurring invoices into Branch Suites accounting software.

● Prepared Utility reports using the data from the power company invoices & prepared them for payment.

● Entered & adjusted journal entries and expenses accordingly into the General ledger. Maintained a working knowledge of basic registrar responsibilities to assisted when needed. Retained a central file of contracts/agreements/statements and tracked payment due dates.

● Retained a central file of contracts/agreements/statements and tracked payment due dates.

● Set up reoccurring invoices for the company accounting system.

● Prepared outstanding W-9 reports for the company to send them out to vendors, to collect necessary information to have on file.

● Collected rental payments from residents when they visited the housing authority.

● Deposited funds into the housing authority’s account at the local bank.

● Prepared Utility reports using the data from the power company invoices & prepared them for payment.

● Entered & adjusted journal entries and expenses accordingly into the General ledger.

● Maintained a working knowledge of Section 8 & HUD procedures.

● Processed HAP payments and reimbursement checks for vendors and residents.

● Retained a central file of contracts/agreements/statements and tracked payment due dates.

● Entered Accounts payable invoices and Accounts Receivables into Yardi accounting software.

● Mailed 100 to 150 payment and reimbursement checks out to the vendors and residents.

● Retained a central file of contracts/agreements/statements and tracked payment due dates.

● Prepared bank reconciliations for NACAS operating and payroll accounts, the education foundation and CCBO accounts.

● Reconciled NACAS, CCBO, & Foundation credit card statements and enters expenses accordingly to the General ledger.

● Maintained hard copy files for NACAS and CCBO accounts payable for each vendor and credit card statements. Maintains central file of contracts/agreements/statements and tracks payment due dates.

● Entered Accounts payable invoices and Accounts Receivables in accounting software program (IMIS) & QuickBooks.

● Maintained a working knowledge of basic registrar responsibilities to assisted when needed. Maintained hard copies of batch reports from IMIS.

● Checked authorized account holders and ending balances for the previous day’s activity. Entered & post batch invoices that need to be paid. Reached out to vendors, students, and staff if issues occurred with reimbursements or payments.

● Filed invoices and check stubs in appropriate account folder in the filing cabinets.

● Printed 40 to 150 checks weekly for payments/reimbursements & prepare them for mailing.

● Proofed the first, second and final copies of instructional material for teacher use.

● Reconstructed the layouts of instructional materials.

● Suggested necessary changes to teaching materials, to increase readability.

● Proofed 30 to 40 different standards of learning descriptions, to ensure accuracy and correct placement in the material text.

● Assisted in correcting the format and design for the curriculum material. VACO/GENWORTH, Lynchburg, VA June 2014 – August 2014 Data entry/QC – (Contractor)

● Researched customer’s policies for missing information in Cloas and Eprocess system, with a 97% accuracy rate. Quality checked researcher’s data entry in company system (Cloas) against policies on required excel spreadsheets.

● Performed pre- and post-production functions for sending third party notification forms to policy holders. Quality control checking & researching policies for the TPN (Third Party Notification) project with Sara Hudson & Chris Meadows.

PMG/E&C ENTERPRISES, Woodbridge, VA August 2011 – April 2014 Staff Accountant

● Created training manuals for the different accounting software programs used within the company.

● Handled Account receivables, account payables & data reconciliation of client accounts.

● Billed COD dealers for short load fees for orders less than 8000 gallons.

● Processed price change notifications and fuel invoices for various entities of the company.

● Created and posted batches in company’s system.

● Credited & rebilled client accounts.

● Troubleshot simple to complex issues when dealing with dealers and DDMs. Edited, formatted & entered fuel invoices in PDI system as requested.

● Performed pre-production and post-production functions for fuel reports. Maintained various databases for the company and collected and organized all necessary fuel data from the clients’ site locations and dealers. Printed & proofed transaction reports for the fuel inventory.

● Mailed invoices to clients/dealers.

ESI SERVICES/ITT TECHNICAL INSTITUTE, Springfield, VA November 2009 - August 2011 Admissions Representative/Financial Aid

● Providing outstanding customer service while demonstrating patience and understanding.

● Advising students about financial aid eligibility, application procedures, and available financial aid programs

● Managing students and reviewing student applications.

● Processed over 10 applications a week for admissions.

● Assisted students with the enrollment process, paperwork, and getting started in school.

● Interviewed prospective students to discuss and explain the programs offered in line with student’s interests and career goals.

● Worked inquiries generated by our corporate offices. CAMBRIDGE ASSOCIATES, LLC, Arlington, VA October 2004 - November 2009 Investment Performance Assistant

● Trained new assistants in numerous programs using the company’s databases, pertaining to the Investment Performance Assistant position.

● Entered and reconciled data in the Bond and Equity Portfolio analysis systems for Domestic and International clients.

● Ensured timeliness, accuracy, and quality of investment control reports by interacting with associates. Met specified timeline and achieved stated deadlines 100% of the time.

● Troubleshot simple to complex issues, adapting to a variety of skill levels with a positive, analytical, and informative approach. Edited and formatted quarterly investment control reports as requested.

● Performed pre-production and production functions for control reports.

● Maintained various Stock and Bond performance databases for the company and collected and organized all necessary data from the client’s custodian and or investment manager.

● Created training manuals for new hire Associates resulting in more efficient data collection and reporting. JOB RELATED TRAINING

Experienced in Visual Basic 6.0, HTML programming; proficient in Microsoft Word 1997 – 2007, Excel, Access, Quattro Pro, and Outlook; WordPerfect 2-6.0; Windows 95-98; Windows XP; Microsoft Windows for Workgroups 3.1, Quickbooks, Microsoft Office Programs, Microsoft Navision 2013, Yardi, Microsoft Works; Lotus; Adobe Photoshop 5.0-7 and CS2 – CS6; Adobe Illustrator CS2 – CS6, Adobe Indesign CS2 – CS6, Quark Express 4.1; Knowledgeable in Adobe PageMaker, Netscape Composer, Dreamweaver and Macromedia Flash 5 and 8 Professional, 3DS Max 8-9; Final Cut Pro, AfterEffects, Soundtrack Pro and Live Type. Developed and organized web page information; created PowerPoint presentations on the computer and edited movie footage for presentations.

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