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Skills

  • Client relationship management
  • Refund processing
  • Purchasing oversight
  • Team management
  • Data entry accuracy
  • Client communication (email, phone, chat)
  • Operational improvement
  • Dashboard Reporting
  • Customer satisfaction improvement
  • Budgets

Work Experiences

  • Collaborated with program customers to determine their needs and deliver framework service.
  • Transported Power BI to three years customer locations.
  • Analyzed customer feedback related to refund processes and implemented changes that resulted in a 70% increase in customer retention.
  • Collaborated with cross-functional teams.
  • Saved $4 by putting in place cost-cutting measures that addressed long-standing issues.
  • Analyzed customer feedback on refund processes.
  • Achieved a 26% improvement in team performance.
  • Addressed refund system breaches.
  • Developed in-depth knowledge of Salesforce policies to effectively handle complex refund requests in line with company guidelines.
  • Allowed for seamless processing of refunds.

Summaries

  • Achieved faster resolution rates.
  • Adept at resolving escalated refund disputes.
  • Achieved a 30% reduction in payment discrepancies.
  • Consistently achieved a 31% client satisfaction rate by facilitating seamless communication via email, phone, and chat, resolving refund requests quickly and thoroughly.
  • Accelerated customer support response times.
  • Achieved a 62% reduction in refund-related complaints.
  • Achieved a 53% success rate in complex claim resolutions.
  • Conducted targeted feedback reviews.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept at refund automation.

Accomplishments

  • Automated financial discrepancy detection, reducing manual reconciliation efforts by 32%.
  • Implemented new customer communication strategies, reducing refund inquiry response time by 33%.
  • Identified and rectified discrepancies in refund requests, preventing financial losses exceeding $8.
  • Trained a team of 15 staff members on refund processing best practices and customer relationship management.
  • Processed international refund requests, navigating complex regulatory environments and achieving compliance with local laws in 9 countries.
  • Led a refund process improvement initiative, which reduced operational costs by $4 per quarter.
  • Produced detailed analyses of refund data trends which led to policy modifications and a 42% reduction in refund claims.
  • Reconciled over $124,000 of monthly transactions, resolving discrepancies that improved cash flow within 18 months.
  • Collaborated on quarterly review sessions with management to assess refund trends, directly contributing to a 62% profit increase.
  • Developed and standardized weekly and monthly refund reports using Asana, helping senior management make informed financial decisions.

Affiliations

  • National Association of Payment Professionals
  • Global Refund Review and Processing Society
  • Refund Process Improvement Society
  • International Association of Accounts Receivable Professionals
  • Jaycees
  • National Association for Financial Information Management
  • Association for Refund Operations and Compliance
  • Project Management Institute
  • International Association of Administrative Professionals
  • International Customer Service Association

Certifications

  • CompTIA Network+
  • Customer Relationship Management (CRM) Certification – QuickBooks, 2018
  • Cisco Certified Network Associate (CCNA)
  • Financial and Operational Risk Management Certification – category, Austin, 2022
  • SHRM Certified Professional (SHRM-CP)
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Payment Gateway Processing Certification – procedure, 2019
  • Certified Payment System Specialist (CPSS) – Northwind, 2020
  • Certified Risk and Compliance Management Professional (CRCMP) – initiative, 2015

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