Julie A. Thompson
Grand Rapids,MI
Summary
Previous positions have allowed me to create strong analytical, computer, and planning skills, combined with the ability to coordinate the efforts of many to meet organizational goals. I have a reputation as a productive and efficient employee without supervision. Many of my projects have required self-motivation, high energy, and commitment. Some of my best work has been done under pressure and deadlines. I pride myself on the ability to establish rapport with a wide variety of employees and clientele while also being responsive to change. A solid background in customer service, management, project management, sales, and accounting.
Overview
18
18
years of professional experience
4
4
Certifications
Work History
Implementation Manager
bswift/Aetna/CVS
Grand Rapids, MI
10.2017 - 01.2019
- Managed multiple new and current client service projects
- Acted as central point of contact for client, internal team members, and previous vendor
- Maintained professional and courteous relationships while executing project within deadline
- Utilized client export extraction and convered raw data from existing format into a format required by bswfit software application
- Imported client data to bswift systems, analyzed outliners, performed data audits
- Trained clients on new service products and relative software
COBRA and Direct Billing Account Manager
bswift/Aetna/CVS
Grand Rapids, MI
04.2016 - 10.2017
- Acted as primary contact for multiple client partners utilizing the bswift COBRA and Direct Billing Services
- Managed daily operations required for client groups
- Developed client relationships
- Performed monthly client reporting, reconciliations, and audits
- Provided peer and new hire training
Customer Service Manager
Holland Board of Public Works
Holland, MI
05.2011 - 03.2016
- Trained, developed and coached customer service team and meter data specialist
- Investigated and resolved higher-level customer issues
- Created organic processes with multiple department touch-points
- Project Manager for technical projects with customer impact including but not limited to Harris,
- SmartWorks, mCare, 3rd
- Party Payment Processors and website creation/design
- Primary contact for Customer Information System integrated systems
- Developed customer based programs, processes, and policies
- Improved department performance with efficiency, education, trending and technology
- Improved personal knowledge and abilities through technical skills, understanding of behavior influences, data mining using SQL and coaching/management.
Key Account Analyst
Holland Board of Public Works
Holland, MI
07.2008 - 05.2011
- Maitaned and built customer relationships
- Coordinated desired customer services and resolve customer issues
- Acted as customer resource for utility education and training
- Performed on-site customer meetings
- Created complex spreadsheets and reports
- Analyzed customer usage, rates and bills while recommending appropriate measures
- Assisted Customer Service Manager
- Acted as primary contact on large scale client utility projects and economic development teams
Branch Manager
Flagstar Bank Home Lending
Portage, MI
08.2007 - 07.2008
- Worked hands-on daily with management, employees, clients and referral sources
- Responsible for marketing the branch to realtors, financial planners, insurance agents and the general public
- Provided investor guidelines and product knowledge for my loan officers and processors
- Acted as technology support within the branch
- Managed branch Profit & Loss accounts
- Recruited, trained and supported staff
Branch Manager
Charter Funding
Portage, MI
08.2005 - 08.2007
- Managed set-up of mortgage branch from lease review, equipment set-up, hiring employees, etc.
- Maintained general IT function within the branch
- Trained employees on mortgage processes and relevent software
- Created awareness of the business within the community
- Reported payroll functions using Kronos
- Managed branch Profit & Loss accounts
Relationship Manager/Accountant
Union Mortgage Company
Kalamazoo, MI
11.2000 - 07.2005
- Originated mortgage loans for credit union members
- Provided credit repair and first time home buyer classes
- Utilized loan origination software for loan qualifications
- Guided members through loan process
- Managed Accounts Receivable and Accounts Payable, balanced all cash accounts, disbursed mortgage funds, managed all lines of credit, monthly reconciliation of all accounts, assisted in streamlining accounting procedures
- Assisted in yearly audits and investor reporting
- Facilitated pricing and selling mortgage loans on the secondary market (Fannie Mae and local area credit unions)
- Prepared expense reports and project comparison reports for senior management
Education
B.A - Finance
Western Michigan University
Kalamazoo, MISkills
Verbal and written communication
Project Management
Relationship building
Client Service
Process improvements
Flexible and Adaptable
MS Office
Effective problem solver
Complaint resolution
Analytical reasoning
Account reconciliation processes
Accomplishments
- Crystal Reports XI – level 1, CPR 2008
- Excel 2003 – levels 2 & 3, New Horizons Computer Learning Center 2009
- Power Supply 101 – The Basics for Non-Engineers, APPA 2008
- Power Supply and Integration resource Planning: An Introduction, APPA 2010
- Lean Culture Training – Lubber & Associates 2010
- Crucial Conversations Training – Holland BPW 2014
- PMP Certification Exam Prep Course (36 Professional Development Credits) - PMTC 2015
- Organization Involvement
- Collins Elementary School PTO – Co-Treasurer 2021-2022 School Year
- American Youth Soccer Organization (AYSO) – Assistant Coach 2020-Current
- Holland Chamber of Commerce Ambassador Committee Member 2010/2011
- American Public Power Association (APPA) Customer Connections Conference 2010 – Speaker: “The
- Value of Being an Advocate for Your Key Accounts”
- American Public Power Association (APPA) Customer Connections Conference 2008-2010 - Attendee
- Latin American United for Progress (LAUP) 2009 Hispanic Youth Leadership Conference – Speaker: “Green Careers”
Certification
HBPW Leadership Development 2-Year Program Graduate
Timeline
Implementation Manager
bswift/Aetna/CVS
10.2017 - 01.2019
COBRA and Direct Billing Account Manager
bswift/Aetna/CVS
04.2016 - 10.2017
Customer Service Manager
Holland Board of Public Works
05.2011 - 03.2016
Key Account Analyst
Holland Board of Public Works
07.2008 - 05.2011
Branch Manager
Flagstar Bank Home Lending
08.2007 - 07.2008
Branch Manager
Charter Funding
08.2005 - 08.2007
Relationship Manager/Accountant
Union Mortgage Company
11.2000 - 07.2005
B.A - Finance
Western Michigan University