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RESUME 2016
- 1. TRACEY KEATON SHIRLEY 105RUNNING CREEK ROAD, CARY, NORTH CAROLINA 27518 traceyshirley@yahoo.com 919-948-9338 MOBILE OBJECTIVE Multiple corporate award winner looking for a position that will enable me to use my strong customer service, problem solving and time management skills as well as my communication skills to enhance the customer experience with a positive attitude and a strong work ethic. AWARDS • Replacements Employee of the Month • Diamond Star at Hecht’s for customer service • Ruby Star at Hecht’s • Burgundy Star at Hecht’s • Selling Star at Hecht’s for most departmental sales • Gold Star at Hecht’s for outstanding customer service • Service Award at Guardsmark for effective emergency evacuation EXPERIENCE Advance Professional, Raleigh, North Carolina Customer Accounts Payment Processor, (March 2016 – Present) • Posts cash receipts to customer accounts based on information from lock box reports and local cash receipt listings. Performs basic and routine research to resolve differences or unidentified payments. • Posts payments as appropriate into the billing system to clear open obligations, or prepares remittance advices to accompany payments sent to the lock box or corporate office. • Accepts credit card payment from customers over the phone and process recurring payments.
- 2. • Assists customerswith set up in company billing system(s). • Assists with researching billing questions and providing copies of the support documentation via customer interaction. • Performs other job-related duties as assigned. NetApp Inc., Durham, North Carolina Invoicing Specialist, (Aug 2015 – Dec 2015) • Daily invoicing audit, process and invoice delivery • Analyze and respond to internal and external questions and issues • Submit invoices in customer’s web portal or via their preferred method • Create manual debit and credit memos in ERP as needed • Create and deliver manual touch invoices as needed • Work with internal/external auditors • Prepare/update desktop procedures • Support internal and external SOX and statutory audits • Provide back-up support to team members • Other projects as assigned United Healthcare, Morrisville, North Carolina Claims Processor (Aug 2013 – Dec 2013) • Provide general claims support by reviewing, researching, investigating, processing and adjusting medical claims. • Authorize the appropriate payment or refer claims to investigators for further review. • Conduct data entry and re-work; analyzes and identifies trends and provides reports as necessary. • Identify trends and provide reports as necessary • Consistently meet established productivity, schedule adherence, and quality standards Replacements, Ltd, Greensboro, North Carolina Administrative Assistant – Buying Services (2009 – 2013)
- 3. • Evaluate datato find best merchandise for purchase • Communicated on-line resource data to entire buying team • Navigated the web and email at high competency • Review and recommend products in maintaining database • Organized buyers schedules • Ensure pricing integrity by analyzing cost and margin • Monitored inventory levels • Maintained all office equipment and supplies Internet Sales / Service Associate (2002-2009) • Facilitated customer relations through effective questioning • Addressed and resolved customer complaints and problems • Sales Support in fast paced environment • Tracked product for customers • Processed Internet orders • Responsible for training new associates • Ensured compliance of customer service standards • Lead team in metrics Telephone Sales Associate (2000-2002) • Proactive sales research for prospective customers • Provided customer service to inbound callers while responding to inquiries and research • Outbound calls to prospects • Utilized consultative techniques with customers • Relationship building by enhancing the customer experience SKILLS Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft Power Point Oracle EDUCATION North Carolina Central University Durham, NC Bachelor of Arts - Political Science References available upon request