Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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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, MI

Skills

Verbal and written communication

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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
Julie A. Thompson