Hardworking and passionate job seeker with over 18 years of experience working in financial management, customer service, report generation, back office operations, and planning. Proven strengths in adapting to changing markets, multi-tasking, paying attention to detail, and developing personalized budget plans. Willingness to take on added responsibilities to meet team and company goals.
Hi, I’m
DAWN ADOLPH
Stone Mountain,GA
Summary
Overview
12
years of professional experience
Work History
Verizon WirelessAlpharetta, GA
Finance and Planning Analyst
11.2013 - Current
Job overview
- Maintain knowledge of tax code changes, and of accounting procedures and theory to properly evaluate tax billing information
- Leveraging Microsoft Excel and PowerPoint to identify billing issues related to Federal, Government, and other exempted entities and collaborated with Finance Operations leaders to provide results
- Synthesize current business intelligence or trend data to support recommendations for action
- Conduct or coordinate tests to ensure that intelligence is consistent with defined needs
- Created new reference database to help determining federal, state, local, and nonprofit tax exemption status for qualifying Verizon Wireless business customers
- Communicate with stakeholders, legal teams, executives, state/local representatives, and others to stay abreast of tax exemption statues and issues
- Lead in implementation for sharing best practices when communicating with internal and external customers
- Used systems like Microsoft Office Suite, Excel, Tableau, and SQL daily to provide accurate tax billing analytical reports that help support direct and indirect sales teams and Finance Operations stakeholders that forecast and draw conclusions for tax related billing concerns
- Create or review technical design documentation to ensure accurate development of reporting solutions
- Completed 12-month audit of exemptions given for 3-years on more on 36,000 federal government accounts in that identified billing errors that saved company over 1 million in federal fines
- Lead Support for National Tax Exemption Group (NTEG) assisting with communications, escalations, and working closely to help fortify new hires skillsets
- Recognized for demonstrating core values and leadership in Customer Service as lead in two centers in resolving customer's issues on FCR.
- Generated comprehensive reports on portfolio performance and risk assessment.
- Answered clients' questions about purposes and details of financial plans and strategies.
- Established and deepened existing client relationships by creating FCR email templates that were adopted by Operations to help support customers.
- Assisted in preparation of presentations, data tables, reports, and other documents for stakeholders.
- Researched tax issues and stayed current on all federal and state tax laws.
- Communicated complex tax issues and terminology with others by explaining in easily-understood terms.
- Interpreted and applied federal and state tax codes for personal, business and corporate taxes.
- Kept case data and contact information up to date to expedite proceedings.
Alain FagnadiAtlanta, GA
Personal Assistant/Recruiter Specialist
04.2015 - 07.2017
Job overview
- Advocated for over 20 staff members, helping to identify and resolve conflicts.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates increasing impressions by 200% first month.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Improved office efficiency by effectively managing internal communications and correspondence.
Verizon WirelessAlpharetta, GA
Premier Retention Specialist
10.2010 - 11.2013
Job overview
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Responsible for supporting unresolved customer grievances, investigation, and resolution to avoid retention.
- Resolve customers' service or billing complaints.
- Interim Lead Support monitoring employee-customer interactions and provided on-going feedback to improve hire productivity, performance, and knowledge of company products and service.
- Selected for special projects including new hire transition team supporting over 75 incoming employees transitioning from classroom to call center floor.
- Prepared new hire weekly reports, training curriculum, and PowerPoint presentations used for Customer Service new hires.
- Recognized by South Area Director as First-Tier Escalation Support Leader for managing churn and saving more than 35 customers daily from cancellations.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted available products and services to customers during service, account management, and order calls.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Reviewed order data to verify transactions and shipping dates.
Education
University of Arizona
Bachelor of Arts (B.A from Global Marketing Candidate
University Overview
Extracurricular Activities: Podcasting on Peanut for Moms
East Tennessee State University
Associates Degree from Developmental Psychology
University Overview
GPA: 3.5
Hootsuite University
No Degree from Marketing
University Overview
Skills
- Customer Satisfaction
- Business Intelligence Data Modeling
- Accounts Payable and Accounts Receivable
- Quality Control Standards
- Financial Operation
- Forecasting and Planning
- Corporate Reporting
- Microsoft Excel
- Operational Efficiency
- Problem Resolution
- Resolving Customer Issues
- Reporting Efficiency and Accuracy
Timeline
Personal Assistant/Recruiter Specialist
Alain Fagnadi
04.2015 - 07.2017
Finance and Planning Analyst
Verizon Wireless
11.2013 - Current
Premier Retention Specialist
Verizon Wireless
10.2010 - 11.2013
University of Arizona
Bachelor of Arts (B.A from Global Marketing Candidate
East Tennessee State University
Associates Degree from Developmental Psychology
Hootsuite University
No Degree from Marketing
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