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Quality Analyst Resume

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Dallas, TX

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Objective

A career opportunity that will allow me to utilize my skills and abilities. I have strong customer service and organizational skills. I have 25 years of experience in Operational Support and Production environment.

Experience

2008-2012, Confidential,Dallas,TX
Financial Services Associate (Cashiers)

  • Timely Cash Application/Account Resolutions
  • Researching and resolving discrepanciesConflict resolution
  • Alpha and numeric data entry/Customer Service
  • Posting Payments (PIR/ESB), Cash Transfer, Wire transfers, lockbox, Commission Deposits

PC, Office Scan and Fax, General Office Equipment, Microsoft Word, MS Excel, MS Access, MS PowerPoint, Lotus Notes, Panini Machine/Remote check deposit, Solar Ellipse, Regis
BCWS/Billing Systems, typing 40 wpm, 10-key by touch, encoder machine, data entry.

2006-2007, Confidential,Dallas, TX
Account Analysis

Client Service Representative SR/Billings

  • Provide timely, accurate information and assistance on all inbound market inquiries by evaluating nature of inquiry and ascertaining action steps required to resolve.
  • Assist in training new Billing Service Specialists
  • Complete research/tasks as assigned
  • Manage the TR/CR refund process
  • Cash Management/Treasury/Securities Collections
  • Filing/Records Management

2003-2005, Confidential, Dallas, TX
Quality Analyst/ TSS Billing

  • Researched problems and resolved issues
  • Accurately processed complex high-level requests for nationwide accounts
  • Generated and released pricing files meeting departmental standards
  • Provided internal clients with assistance regarding analysis issues
  • Reviewed, prepared, mailed special handling analysis document
  • Provided customer service for incoming calls
  • Assist in Command Center during conversion.

2002-2003,Confidential,Dallas, TX
Team Leader

Performed complex maintenance requests in production environment

  • Utilized the analysis and pricing system
  • Provided assistance to internal customers regarding Account Analysis
  • Supervised team of seven employees, hiring and performance reviews
  • Resolved various employee issues

1999-2002 Confidential,Dallas, TX
Account Receivable Specialist/ Team Lead

  • Analyze and modify receivable and national statement relationships based on internal reports
  • Post payments to the CAP Receivable system timely and accurately
  • Respond to internal phone calls from customer supportive groups and bankers within 24 hours
  • Assist Supervisor with training of new employees
  • Supervised team of ten employees, hiring and performance reviews
  • Balance daily GL, SAP Entries, ACH Payments, Live checks, Lockbox payments, Wire Transfers, Memo payments, Cash applications, Cash receipts, write offs, unapplied payments, journal entries, MI50 entries, skip tracing

1997-1999 Confidential,Dallas, TX
Processing Specialist

  • Processing incoming maintenance requests within the prescribed timelines
  • Adjust balances of deposit and group accounts
  • Input incoming daily and monthly service transactions upon receipt
  • Clear service transaction and non-post rejects within the various timelines
  • Assist with filing and archiving completed requests, microfiche and reports.
  • Hold files, record keeping.
  • Retrieve documents, records and other material that are responsive to information request.

1993-1997 Confidential,Dallas, TX
Return Items
Return Items Specialist II

  • Responsible for workflow goals met in Unit Leaders absence
  • Assist in cross-training and training new employees
  • Prep incoming return items received from various institutions
  • Process incoming return items accurately and in a timely manner
  • Balance end-of-day work from various institutions against work processed

Education: Confidential

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