Cheryl Mitchell
Houston,Texas
Summary
Experienced in revenue accounting with a track record of promotions within the division. Proactive, energetic, and resourceful professional who desires to learn and improve. Exceptional ability to examine and analyze issues from multiple perspectives. Demonstrated leadership and team-building skills, consistently recognized for outstanding performance in accounting reviews. Known for strong analytical and problem-solving abilities and effective oral and written communication skills. Proficient in the MS Office Suite (Word, Excel, PowerPoint).
Overview
20
20
years of professional experience
Work History
Online Customer Care
HOME DEPOT
05.2021 - Current
- Increase customer experience by receiving inbound communication via telephone from both internal and external customers
- Liaison between customers and vendors to address issues with defective and damaged products, primarily for Major Appliances
- Utilizing resources to provide complete end-to-end care for customers by assisting customers with processing and tracking orders, and all other customer concerns
- Provide professional communication and excellent customer service by actively listening to customers’ concerns
Resolution Expeditor/Customer Care
HOME DEPOT
05.2021 - Current
- Increase customer experience by receiving inbound communication via telephone, letters, and e-mail for internal and external customers
- Provide professional communication and excellent customer service by actively listening to customers’ concerns
- Initiate technical support for customers to troubleshoot installation issues
- Assist customers with warranty inquiries to determine and resolve the root causes of defective and damaged products
- Utilizing resources to provide complete end-to-end resolution for customers
Flooring Specialist/Millworks Specialist
HOME DEPOT
05.2021 - Current
- Increase customer experience by providing expert advice and excellent customer service to the customer
- Establish relationships with customers to customize floor, door, and window designs
- Collaborate with professional installers to provide various customized installation services
- Contacted vendors and service providers to establish shipment, delivery, and installment dates for customers' special orders
Electrical Sales Associate
HOME DEPOT
05.2021 - Current
- Increase customer experience logically and efficiently by ensuring customer satisfaction, driving sales, building sales skills and product knowledge, and maintaining safety, security, and integrity
- Get, Engage, and Thank customers for being valued customers
- Responsible for seeking out customers to assist by actively listening and providing services to accommodate their concerns
Customer Service Associate
HOME DEPOT
05.2021 - Current
- Responsible for ensuring that customer transactions and refunds are processed quickly and accurately
- Fulfilled special orders through curbside assistance and fulfillment of special orders at the Service Desk; and provided customer service by greeting customers as they entered and exited the store
- Actively listen to customers and provide services necessary to address customers’ concerns
- Provide support for customers logically and efficiently
- Resolve customer issues via telephone conversation, will-call pickups, and refunds to ensure customer satisfaction
Lead – Credit Card Fraud
UNITED AIRLINES
03.2015 - 07.2019
- Re-organization
- Supervised workflow of Credit Card Chargeback Remedy cases
- Investigated Credit Card Fraud cases and identified $300k - $400k per month in non-fraudulent activities for transactions purchased through Travel Agencies
- Recovered approx
- 28% of non-fraudulent charges each month
- Overhauled the Credit Card Chargeback Remedies Training Manual
- Established one-on-one training to support the team with problematic fraud cases
- Developed monthly analytical reports and charts that highlight Travel Agencies' successes in recuperating losses from the use of fraudulent credit cards to purchase airline tickets
- Authored monthly statistical/analytical reports/charts to highlight statistics and hourly performances in the department
Lead – Sales Processing
UNITED AIRLINES
11.2012 - 03.2015
- Promoted
- Supervised workflow and provided audit support for general sales reporting and adjustments, error queues, Credit Card fraud, Refund Drafts, and scanned documents
- Spearheaded one-on-one training in all areas of the department
- Established Training Manuals for all areas of the department
- Managed Compliance and Inventory Reports, Invoice and Bill of Ladings (BOL), Ticket Stock Inventory orders, Inventory for on-site and off-site storage, and Stats Reports
- Specially requested to support the IT Department with numerous special projects to design business requirements, develop and perform data analysis, and apply those principles to multiple User Acceptance tests
Senior Processor
UNITED AIRLINES
09.2011 - 11.2012
- Re-organization
- Outperformed co-workers consistently to process billing documents within the Billing Department by pricing and prorating documents, which recorded over $300M monthly in revenue
- Analyzed and submitted monthly Origin & Destination Survey to the Department of Transportation (DOT)
- Pioneered peer development within the Billing Department to identify anomalies in the billings of Airline Clearing House (ACH) and International Air Transport Association (IATA) documents by writing manuals to provide training with detailed instructions to correct discrepancies during the proration process
- Analyzed weekly/monthly billing documents and discrepancies for the Airline Clearing House (ACH) and International Air Transport Association (IATA) per industry deadlines
Accounting Analyst
CONTINENTAL AIRLINES
08.2005 - 09.2011
- Company Overview: (acquired by United Airlines 2010)
- Promoted (3rd Level Management)
- Established leadership capableness while assisting the Information Technology (IT) department with special projects to perform specialty audits, and determining business requirements needed to implement automated accounting to various Accounting Databases
- Wrote Case Analysis and User Testing Manuals to guide the implementation and transition to Oracle from Genetic Engineering Approval Committee System (GEAC) General Ledger (GL); automated Sales/Revenue GL reporting within the Accounting Division
- Streamlined Receivable and Liability accounts, and Revenue Schedules by forecasting revenue expectations and expenses to recognize inefficiencies during the GL month-end processing; recorded General Ledger sales and revenue values of more than $2B per month from related analytical assessments and reconciliations
- Posted revenue to the General Ledger for revenue received through the Airline Clearing House (ACH) and International Air Transport Association (IATA), as well as provided historical and analytical data from these Institutions to assist in the business requirements needed for uploading, processing, and the automating of weekly reports into the Accounting Database
- Organized and submitted documentation for the Sarbanes SOX Auditors to establish audit trails to identify efficiencies or irregularities of documents from the initial sale to the recognized revenue
- Provided documentation that supported any variances in accounting
- (acquired by United Airlines 2010)
Education
Bachelor of Science - Business Administration, IT Management
Western Governors University
03.2025
Diploma - Business Programming
Massey Business School
Houston, TX03.1986
Skills
- Accounting
- Accounts Receivable (A/R)
- Accounts Payable (A/P)
- Audit
- Account Reconciliations
- Inter-Company Accounting
- Foreign Currency Conversions
- Analytical
- Organizational Skills
- Test Case Writing
- Harms/No-Harms Testing
- CompTIA Network
- Structured Query Language (SQL)
- Domain Name System (DNS)
- Network Management
- Network Security
- Network Troubleshooting
- Routing and Switching
- Software Defined Networking
- System/Network Configuration
- Virtualization
- Virtual Private Networking (VPN)
- Vulnerability Management
- Wide Area Network (WAN)
- Wireless Technologies
- Accounting Software: Citrix Receiver/Web
- Oracle General Ledger (GL)
- Oracle Financial Analyzer (OFA)
- Blackline Systems
- General Ledgers (SHARES)
- Oracle 11g
- Payment Card Industry (PCI)1/(PCI)3
- Hyperion/Brio Database
- Data Warehouse
- Underground Data Center (UDC)
- Airline Clearing House (ACH)
- International Air Transport Association (IATA)
Certifications And Achievements
- CompTIA Network+, 04/21
- Micro-Credential: Technology Management, 06/24
- Micro-Credential: Strategic Ticking and Innovation, 08/24
- Micro-Credential: Leadership, 08/24
Timeline
Online Customer Care
HOME DEPOT
05.2021 - Current
Resolution Expeditor/Customer Care
HOME DEPOT
05.2021 - Current
Flooring Specialist/Millworks Specialist
HOME DEPOT
05.2021 - Current
Electrical Sales Associate
HOME DEPOT
05.2021 - Current
Customer Service Associate
HOME DEPOT
05.2021 - Current
Lead – Credit Card Fraud
UNITED AIRLINES
03.2015 - 07.2019
Lead – Sales Processing
UNITED AIRLINES
11.2012 - 03.2015
Senior Processor
UNITED AIRLINES
09.2011 - 11.2012
Accounting Analyst
CONTINENTAL AIRLINES
08.2005 - 09.2011
Diploma - Business Programming
Massey Business School
Bachelor of Science - Business Administration, IT Management
Western Governors University
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