Gwendolyn Harris
Management
Dallas,TX
Summary
Knowledgeable manager within administration, operations and data systems with over twelve years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents. Possessing strong leadership skills, exceptional problem-solving abilities and a solid foundation in attention to detail and effective communication. Showcasing strong interpersonal skills have allowed me to effectively collaborate with cross-functional teams and build lasting client relationships.
Overview
14
14
years of professional experience
1
1
Certification
Work History
TAX ACCOUNT OPERATIONS
Saville CPA
Dallas, TX
05.2023 - 11.2023
- Participated in administrative phases of project/engagement management for 100 clients
- Monitored audit documents and client service assurance
- Planned, execute, and completed external data system document audits
- Verified 100 client account documents, including billing, fee analysis, taxes and collections
- Reviewed all work before submission to Tax, Accountants and Assurance Teams
- Researched and analyze financial statements for auditing procedures
- Proactively interacted with client management to gather information for quality assurance
- Filed data while recording and maintaining accurate and complete financial records
- Handled sensitive or confidential information with honesty and integrity
- Oversaw and analyzed tax data, tracked information, and supported 100 client accounts
- Recognized problems in processing system, assessed alternatives, conveyed solutions
- Documented formal evaluation processes with managers in a timely manner.
- Analyzed customer accounts and identified potential areas of improvement in order to maximize efficiency.
- Assisted customers with inquiries related to their accounts as needed.
- Ensured accurate data entry of customer information into the system.
- Collaborated with other departments to develop new processes and procedures for account operations.
- Developed and implemented procedures to streamline account operations and ensure compliance with company standards.
- Reviewed customer accounts for accuracy and completeness prior to processing transactions.
- Monitored daily customer account activity, reconciled discrepancies, and resolved issues promptly.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
DEPARTMENT OPERATIONS MANAGER
HPA
Plano, TX
09.2019 - 04.2023
- Identified market opportunity for effective/efficient company training programs
- Handled escalated inquiries from multiple office markets
- Logged/monitored team productivity reaching daily/annual quotas
- Conducted vendor quality control while tracking project activity reporting
- Developed a safe workplace environment for colleague/employee assistance
- Prioritized clear and consistent data needs for ongoing engagement opportunities
- Collaborated with over 30 Regional Account Managers on strategy/execution
- Supported 30 Regional Teams with company improvement ideas and process changes
- Updated project progress, expectations, accomplishments, and objectives
- Verified/logged accurate data in managing systems
- Provided proper data entry for presentation/event details ensuring clean execution
- Created requests for service and maintenance distribution.
- Developed and implemented departmental policies and procedures to ensure organizational compliance with applicable laws and regulations.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Identified areas for process improvement within the department through benchmarking studies and analysis of operational data.
- Analyzed customer feedback surveys to identify opportunities for improving service delivery and customer satisfaction levels.
- Created company handbook to document corporate policies and procedures.
- Conducted regular meetings with team members to discuss project updates, review performance metrics and address any issues or concerns.
- Maintained up-to-date knowledge of industry trends, regulatory changes, and best practices in order to provide informed guidance to the team.
- Coordinated with other departments to ensure alignment of objectives across the organization.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
OFFICE ADMINISTRATION MANAGER
MRG
Fort Worth, TX
08.2018 - 07.2019
- Developed reporting procedures while managing 300 client inventory reports
- Trained, guided, and supervised over 40 team members
- Organized/submitted reports for 300 West Coast clients
- Consolidated/processed over 300 client transactions daily
- Analyzed company data and client logistical operations
- Updated over 30 Standard Operating Procedure Manuals
- Managed multiple databases while coordinating office workload distribution
- Created, Modified and Deleted receipt codes within Administration Support Systems
- Communicated with supervisors/CEO on weekly transactions and changes in data
- Provided corrective action/technical support to company/client system operations.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assisted in the preparation of reports, presentations, and other materials as needed.
- Managed day-to-day office operations and provided administrative support.
- Automated office operations by managing client correspondence and data communications.
- Collaborated with administrative support to oversee calendars and prioritize meetings and appointments.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
ACCOUNT MANAGER
Macy's
Arlington, TX
11.2017 - 07.2018
- Managed/Resolved over 100 daily escalated incoming customer calls
- Edited and finalized 20 management agreements
- Reviewed 30 daily reports/identify deficient areas to implement action plan
- Ensured accuracy of promotional presentation/advertising
- Created/Graded 20 employee Scorecards monthly
- Established shortage awareness and ensured policies/procedures were implemented
- Developed employee/company improvement strategies
- Interviewed employees/managers for hiring and firing
- Provided monthly performance evaluations; encouraged development plans.
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Recognized security risks to properly handle situations.
- Provided training and guidance to new Account Managers.
- Collaborated with marketing team to develop promotional materials for clients.
- Identified customer needs by asking questions and advising on best solutions.
- Reduced process lags by training employees on best practices and protocols.
- Maintained accurate records of all customer interactions in the CRM system.
- Kept accurate records pertaining to inventory and account notes, documenting any contract updates and renewals.
- Managed multiple accounts simultaneously while meeting deadlines.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
DATA ENTRY MERCHANDISING MANAGER
Frito-Lay
Dallas, TX
06.2016 - 10.2017
- Managed/Mandated 50 client account databases
- Developed policies, procedures and objectives for department growth
- Coordinated routes for product transport
- Created weekly and monthly Data spreadsheets
- Monitored over 50 accounts Product Inventory and client product displays
- Merchandised lines of quality products to existing accounts
- Handled distribution, reviewed and finalized electronic agreements
- Created routine communications, complex reports and forms.
- Identified systematic problems and root causes to resolve issues and improve service delivery.
- Ensured compliance with company policies regarding product selection, ordering, display and inventory management.
- Trained, supervised and evaluated staff to optimize their performance levels.
- Identified dead inventory and created solutions for excess liquidation through creative inventory management solutions.
- Assisted in developing visual displays for stores according to corporate guidelines.
- Analyzed consumer feedback from surveys, focus groups and other sources to identify areas of improvement in merchandising activities.
- Organized and prioritized projects.
- Conducted regular visits to stores in order to monitor stock levels, customer service standards and employee engagement.
- Maintained physical inventory of merchandise and implemented systems to monitor costs.
- Identified potential opportunities for growth within existing markets or new markets.
- Determined direction for seasonal merchandise by researching and analyzing trends.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
LOGISTICS SUPERVISOR
Walmart
Arlington, TX
09.2015 - 05.2016
- Conducted over $2,000 daily money handling
- Ensured inventory presentation stayed apart of protocol
- Prepared and plan upcoming events that impacted 10 departments
- Maintained accurate inventory levels
- Met monthly store sales and financial performance goals.
- Conducted regular meetings with customers, carriers, vendors, management and staff to address any issues or concerns regarding logistics procedures.
- Coordinated material deliveries and equipment maintenance, transportation, and disposal manifests for off-site shipments.
- Logged, processed and followed up on merchandise authorization shipments in databases.
- Informed upper management or department heads of items loaded or problems encountered.
- Updated customers and interdepartmental employees on critical shipments upon request.
- Conducted interviews, selected candidates and supported hiring processes to maintain staffing levels.
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Provided smooth operations by maintaining communication with supervisors of other departments.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Created and enforced policies and procedures for entire logistics team.
- Resolved problems that arose during transit by liaising with suppliers and carriers quickly and efficiently.
- Implemented ordering, tracking and billing systems and associated processes to streamline procedures.
- Collaborated effectively in cross-functional team-oriented environment.
- Established and maintained professional relationships with carriers, warehouses, customers, and sales force.
- Completed or assisted with difficult or skilled tasks.
- Monitored workers and reviewed completed work for proper performance.
- Provided training and guidance to junior staff members on best practices within the logistics department.
- Designed standard operating procedures for various aspects of the logistics process
- Ensured compliance with all applicable laws, regulations and safety standards related to logistics operations.
- Provided oversight to ensure daily operations ran efficiently and effectively.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
ACCOUNT SUPERVISOR
Ross Clothing
Arlington, TX
08.2014 - 08.2015
- Supervised over $5,000 in daily money handling
- Implemented management and hands-on merchandising
- Conducted 10 sales projects executing them efficiently and promptly
- Managed over 50 incoming/outgoing customer phone calls
- Corrected and reported any unsafe conditions or practices
- Monitored all front-end/day-to-day Operations.
- Trained new staff members on account management procedures as well as best practices.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Monitored projects, disseminated information and answered concerns in order to cultivate and strengthen client relationships.
- Managed team members across multiple departments to ensure work is completed accurately and on time.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed customer complaints to determine appropriate methods for resolution.
- Identified areas of opportunity within the organization's processes related to account management.
- Recruited and trained new employees to meet job requirements.
- Developed and implemented successful strategies to increase customer loyalty and account retention.
- Collaborated with company departments to guarantee cohesive branding and strategic product placement.
- Managed daily operations and client relations.
- Managed multiple accounts and projects fostering positive client interaction to communicate project plans and up-to-date status.
ACTIVITIES MANAGER
YMCA
Arlington, TX
06.2014 - 07.2014
- Supervised 10 childcare counselors and 30 children ages 5-13
- Oversaw programs mirroring proper child care standards
- Practiced safety procedures for 30 children and 10 employees onsite
- Supported enrollment, promotions, tours, and marketing for half day programs
- Planned, supervised, conducted programs mirroring YMCA policies/philosophy
- Coordinated and implemented leadership monthly activities
- Reviewed weekly reports, and supply requests timely.
- Monitored participants during all activities to ensure safety protocols were followed.
- Trained workers in company procedures or policies.
- Conducted surveys with participants regarding their satisfaction with existing programs and preferences for new ones.
- Managed a team of employees responsible for facilitating activities both onsite and offsite.
- Collaborated with other departments to coordinate activities that are tailored to meet the physical and mental abilities of each individual participant.
- Provided feedback on how various programs can be improved based on participant responses or observations made during the sessions.
- Completed day-to-day duties accurately and efficiently.
- Collaborated with other departments to discuss new opportunities.
- Planned programs of events or schedules of activities.
ADMINISTRATION MANAGER
U.S. Marine Corps
Oceanside, CA
02.2012 - 07.2013
- Handled distribution, reviewed and finalized electronic agreements for over 200 clients
- Trained 20 employees on company protocols by facilitating orientation
- Oversaw pricing/inventory control by retaining financial records for 200 clients
- Liaised head office communication directives that best suit the department/office
- Conducted/delegated purchasing agents/agreements for our departments 200 clients
- Developed/implemented visual strategies for 10 regional directors
- Analyzed financial variances and initiated corrective actions
- Coordinated/enforced programs and operational policies/procedures.
- Developed a comprehensive training program for new staff members to ensure smooth integration into the organization's culture.
- Created and implemented administrative processes and procedures to prioritize job tasks.
- Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
- Delivered comprehensive training to maintain compliance requirements.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Created monthly reports summarizing department activities for senior management review.
- Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
- Collaborated with project and department leaders to develop and implement improvements to operational efficiency.
- Maintained an accurate database of company documents.
- Organized special events such as corporate conferences or workshops by coordinating logistics requirements.
- Resolved complex problems related to administrative processes in a timely manner.
- Established work procedures or schedules to organize daily work of administrative staff.
- Created and revised systems and procedures by analyzing operating practices, recordkeeping systems and forms control.
- Conducted performance reviews for administrative staff members to identify areas of improvement.
- Created and maintained operations manual to document systems and standards.
- Served as a liaison between the organization's leadership team and other departments when needed.
- Oversaw complex office support and managing records database.
- Prioritized and organized tasks to efficiently accomplish service goals.
DATA OPERATIONS MANAGER
U.S. Marine Corps
Okinawa, JP
01.2010 - 01.2012
- Conducted interviews with 30 foreign politicians
- Planned and conducted over 20 civil-military exercises
- Managed over 100 daily high volume incoming/outgoing phone calls
- Reviewed, finalized and distributed electronic agreements for 200 clients
- Analyzed/categorized health care for over 20,000 families
- Catalogued over $100 Million dollars in military Humanitarian Civil Aid
- Reviewed/approved audits from Training/Operations Supervisors for 15 regions
- Managed coded authorization to secure encrypted rooms of secret information while working directly with regional directors daily
- Developed Presentations for over 20 Military/Non-Military Superior Leaders
- Prepared routine communication, complex report/form for our 200 clients.
- Recruited, trained and supervised multiple departments on office operations.
- Analyzed workflows and established priorities for daily operations.
- Reviewed source documents to locate required data for entry.
- Proofread and edited documents to correct errors.
- Performed quality assurance checks on incoming and outgoing data sets to ensure accuracy and completeness.
- Participated in meetings with senior executives in order to discuss project updates or review progress reports.
- Compiled, sorted and verified electronic data against hard copies to support quality control efforts.
- Designed dashboards in Tableau for tracking key performance indicators across multiple business units.
- Scanned and stored files and records electronically to secure data.
- Gathered and documented statistical information to generate reports.
- Maintained knowledge of advances in information systems and applications.
- Maintained detailed documentation of all operational processes related to data management.
- Analyzed large volumes of structured and unstructured data from different sources in order to generate actionable insights for decision makers.
Education
Bachelor Degree - English Communication
University Texas Arlington
Arlington, TX12.2017
Associate Degree - English Studies
North Lake College
Irving, TX12.2015
High School Diploma -
Klein Collins High School
Spring, TX06.2009
Skills
- Customer Service
- Marketing/Merchandising
- Distribution
- Vendor Management
- Problem-Solving
- Microsoft Office Program Proficient
- Administration and Reporting
- Procurement
- Delegating
- Team Building/Leadership
- Managing Data Systems
- Work Planning and Prioritization
- Data Management
- Data Analysis
- Administrative Management
- Quality Assurance
- Employee Development
- Inventory Management
- Staff Management
- Logistics
- Decision-Making
- Records Organization and Management
- Operations Management
- Daily property operations
Certification
- Certified Quality Control Management Internal Auditor, (IOS) 9000 International Organization for Standardization - Yellow Belt - 2012
Additional Information
(WOTC) Work Opportunity Tax Credit Eligible - For Employer Write Off
References
- Chad Marchum, CMarkum@acosta.com, 309-210-8320
- Leina Alfanash, lalfanash@marshallretailgroup.com, 469-939-1308
- Victor Cefalu, vcefalu@pathlightmgt.com, 469-910-5328
- Sandra Chavez, Sandra_chavez_89@yahoo.com, 818-561-0031
- Yolanda Jones, Yolanda.jones@usmc.mil, 919-648-9382
- Bridget Raygoza, Rayray1253@gmail.com, 708-983-5087
- JoAnna Warren-Lewis, jojonlewis@gmail.com, 972-786-4740
Timeline
TAX ACCOUNT OPERATIONS
Saville CPA
05.2023 - 11.2023
DEPARTMENT OPERATIONS MANAGER
HPA
09.2019 - 04.2023
OFFICE ADMINISTRATION MANAGER
MRG
08.2018 - 07.2019
ACCOUNT MANAGER
Macy's
11.2017 - 07.2018
DATA ENTRY MERCHANDISING MANAGER
Frito-Lay
06.2016 - 10.2017
LOGISTICS SUPERVISOR
Walmart
09.2015 - 05.2016
ACCOUNT SUPERVISOR
Ross Clothing
08.2014 - 08.2015
ACTIVITIES MANAGER
YMCA
06.2014 - 07.2014
ADMINISTRATION MANAGER
U.S. Marine Corps
02.2012 - 07.2013
DATA OPERATIONS MANAGER
U.S. Marine Corps
01.2010 - 01.2012
Bachelor Degree - English Communication
University Texas Arlington
Associate Degree - English Studies
North Lake College
High School Diploma -
Klein Collins High School
- Certified Quality Control Management Internal Auditor, (IOS) 9000 International Organization for Standardization - Yellow Belt - 2012
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