CAROLINE OYINLOYE
Ashburn,VA
Summary
Results-driven professional recognized for rapid career advancement due to a strong track record in managing all aspects of organizational financial operations. Extensive expertise in leading customer protection resolution teams, effectively handling financial records, processing requisitions, and addressing complex customer inquiries with a focus on fraud mitigation. Committed to ensuring compliance and maintaining precise documentation while delivering exceptional service to protect customer assets and enhance financial efficiency. Eager to leverage analytical and problem-solving skills to make a significant impact within a dynamic team environment.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Loudoun County
Leesburg, VA
2025 - Current
- Improved customer satisfaction by promptly investigating and resolving inquiries and service issues.
- Accelerated team productivity by training and mentoring new hires on service protocols and internal systems.
- Enhanced service quality by designing and implementing streamlined workflows for handling customer complaints.
- Increased operational efficiency by collaborating with cross-functional teams to improve service delivery processes.
Senior Accountant
George Washington University - Contractor
Ashburn VA
2023 - 2026
- Resolved 50+ customer inquiries weekly by researching and addressing complex issues, consistently meeting service timelines and improving customer satisfaction.
- Maintained 100% accurate documentation of customer interactions and resolutions in Oracle systems, ensuring compliance and audit readiness.
- Processed and tracked 30+ requisitions and purchase orders weekly, ensuring timely creation, system updates, and status visibility for stakeholders.
- Reduced processing delays by 25% by identifying and resolving discrepancies in requisitions, purchase orders, and invoices in collaboration with Project Managers, Procurement, and cross-functional teams.
- Tracked and updated Purchase order encumbrance and software expirations report regularly.
- Communicate effectively with peers, management, and customers and be flexible and adapt to change immediately.
- Retrieved system reports and keep accurate records of purchasing documents, files, and records.
- Responded to internal and external customer inquiries regarding purchasing procedures for the purpose of providing information, direction and referral for addressing inquiry.
- Collaborated with cross-functional teams to support annual audits by preparing work papers and financial analysis, contributing to successful audit outcomes with minimal findings.
Senior Customer Protection Resolution
Capital One Bank
Remote
2018 - 2023
- Super systems users operated across multiple systems for extended periods, demonstrating strong multitasking, time management, and organizational skills.
• Managed inbound and outbound calls, investigated fraud-related issues such as identity theft, account takeovers, and scams, and facilitated claims, disputes, and asset protection.
• Effectively communicated with peers, management, and customers while demonstrating flexibility and adaptability to change.
• Demonstrated strong listening skills, customer-focused questioning, call control, and effective de-escalation, making independent decisions to resolve issues.
• Adhered to the policies and procedures of the company to achieve the company’s organizational goals.
Senior Accountant Consultant
George Washington University - Contractor
Ashburn VA
01.2016 - 01.2017
- Researched, analyzed, and followed up with students or customers through emails or phone calls to remind them of past due balances and recommended the best financial options to pay past due balances or amount owed.
- Processed the unapplied credit amounts to student’s account to generate a refund check.
- Tracked and updated internal financial reports and evaluated student record for write off balances, negotiated settlements or monthly payment allowances with students to reduce write offs.
- Served as a point of contact for telephone calls (student account general phone line and customers) regarding inquiries, followed up on feedback in a timely manner.
- Reconciled Grant Contract Accounting Services Clearing Account for cash and wires and other accounts using Excel functions (such as V-lookups, pivot tables, Formulas) for internal and external financial accounting users.
- Prepared General Ledger account reconciliations related to sponsored research and Line of Credit AR reconciliations, researched account discrepancies.
Manager Student Accounts
Florida A&M University
Tallahassee, FL
01.2008 - 01.2015
- Oversaw and supervised the collection, recorded, balanced, deposited, and safeguarded all monies received in the Cashier’s Treasury Office and monitored departmental inventory reports, data entry and reconciled end of day reporting.
- Performed automated control cash disbursement process, refunds including cash flow and reducing bank fees and related costs.
- Researched, billed customers, and followed up on invoice payments and University services accounts.
- Prepared and processed requisitions for purchase orders weekly for organization resources, supplies and equipment.
- Managed incoming calls, customer service inquiries such as billing and other general questions.
- Collected, reviewed, and analyzed customer data records for inconsistencies and errors in database.
Education
Bachelor of Science - Business Administration
Florida Agricultural And Mechanical University
Tallahassee, FL01-2002
Skills
- Proficient in Microsoft Office Suite
- SharePoint administration
- Oracle software proficiency
- SAP proficiency
- Microsoft SQL proficiency
- Great Plains expertise
- Salesforce expertise
- Expense management software
- Client interaction
- Research and analysis
- Kronos software proficiency
- Project management
- Problem resolution
- Government identification tool usage
- Customer relationship management
Affiliations
- Association of Information Technology Professionals - ISACA
Certification
Certified Data Privacy Solution Engineer (ISACA) 2020
CLEARANCE
Public Trust
Timeline
Senior Accountant Consultant
George Washington University - Contractor
01.2016 - 01.2017
Manager Student Accounts
Florida A&M University
01.2008 - 01.2015
Senior Customer Service Representative
Loudoun County
2025 - Current
Senior Accountant
George Washington University - Contractor
2023 - 2026
Senior Customer Protection Resolution
Capital One Bank
2018 - 2023
Bachelor of Science - Business Administration
Florida Agricultural And Mechanical University
Highlights
- Financial Management
- Customer Service Enhancement
- Team Collaboration
- Project Management
- Problem-solver
- Product Knowledge
- Analytical
- Detailed-Oriented