Lorelei C. Davis

• Led cross-functional teams to develop and implement strategic initiatives enhancing customer payments and refunds operational efficiency.
• Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
• Managed a diverse team of professionals, fostering a collaborative work environment for increased productivity.
• Oversaw budgeting and financial planning processes, ensuring alignment with organizational goals.
• Fostered partnerships with key stakeholders to drive collaborative projects and enhance payment-related customer service.
• Handle all unclaimed property policies and procedures, as well as state reporting and escheatment.
• Interface among external and internal organizations for payment-related initiatives and process improvements.

Key Accomplishments

• Led creation of National Accounts Receivable Center of Excellence (COE), a unified team of 100+ Chat and Support Agents responsible for customer payment research and refunds.
• Proposed and presented solutions to improve Service Level metrics and customer service responsiveness.
• Replaced customer refund solutions to improve funds to customer time for 2+ million monthly refunds, including working with technical teams to refunds to customers' last payment instrument and alternative refund payment methods.
• Oversaw automation initiatives in the payment exceptions and customer refunds space, resulting in 40% time saving.
• Established guidelines for department operational procedures to ensure business continuity.
• Launched engaging quarterly team activity, Drop Everything and R.. (DEAR), where "R" will change (e.g., Relate, Rally, Reconnect, Refresh, etc).

• Utilize broad scope of industry knowledge and dynamic business acumen to lead top-performing finance and technical teams in supporting subscriber payment receipts and customer refunds.
• Deliver profit-focused field budget guidance, along with providing financial and statistical reporting to Line of Business leaders.
• Champion Payment Card Industry-Data Security Standard (PCI-DSS) internal annual assessment and ongoing compliance efforts.
• Handle all unclaimed property policies and procedures, as well as state reporting and escheatment.
• Interface among external and internal organizations for payment-related initiatives and process improvements.

Key Accomplishments

• Led companywide efforts to achieve compliance with Payment Card Industry-Data Security Standard (PCI-DSS) by interacting with Internal Audit, Technology Compliance, Corporate Security, and Line of Business leaders.
• Established new processes and procedures to protect cardholder data in coordination with national compliance efforts.
• Developed a team to improve response time to credit card outages for one billing platform accounting for approximately 3 million credit card transactions among the average monthly total of $170 million in payments.
• Replaced software used for remote deposit of lockbox exception payments accounting for 3,000 monthly transactions.
• Instituted department employee bonus program for peer-to-peer and manager-to-employee recognition opportunities.

• Strategically steered forward-thinking application development processes for a diverse range of projects, including facilitating custom development applications, third-party package software implementations, and Application Service Provider (ASP) arrangements.
• Built valuable relationships within the business community, along with managing technology and consulting vendor relationships.
• Presented details-driven project status reports to project sponsors and IT management.

Key Accomplishments

• Spearheaded the redesign of project management methodology to standardize system development life cycle and project management practices, as well as improve customer service to ensure competitive market advantage.
• Re-engineered processes and escalation procedures for trouble ticketing and change management systems.
• Partnered with Payroll and HR during new payroll application conversion and applicant tracking system migration.
• Overhauled the IT Project Management Central—a central repository and dashboard for all IT-related projects.

• Led targeted decision-making between developers and business owners for the implementation of departmental applications, including defining functional and system requirements, preparing test plans, and performing testing to ensure functional and performance requirements were met, as well as cost-effectively monitoring project budgets when external resources were required.

Key Accomplishments

• Led a series of projects to convert Access databases to web-based applications which required management of multiple developers of various skill levels from both internal and external resources.

• Directed EDP / IT audits in accordance with methodology that consists of documenting and testing controls for computer operations, software change management, development, and implementation in an effort to ensure information security.
• Coordinated comprehensive initiatives and project work among internal team members and client personnel.

Key Accomplishments

• Led Year 2000 (Y2K) testing and validation efforts for a financial services client.
• Conducted special project work for both large and small manufacturing and financial services clients, including the audit of a service organization’s controls in accordance with Statement of Auditing Standards (SAS) No. 70, application security reviews, business process / application controls audits, and systems development / conversions.

• Contributed broad analytical abilities toward managing end-user support and daily reconciliations of Cash Disbursement and Unclaimed Property Systems, including researching and resolving cash disbursement and bank reconciliation discrepancies.
• Assessed and used needs for system enhancement requests which were instrumental in ensuring seamless processes.

Key Accomplishments

• Led a team that implemented a new version of a Travel Expense Reimbursement application.
• Reduced daily workload seven hours by streamlining processes for cash disbursement reconciliation.
• Created documentation to ensure compliance with state filing requirements for Abandoned Property and Escheatment.

• Expertly liaised between a mutual fund accounting group consisting of 300+ end users, software vendors, technical analysts, and developers, including partnering with key stakeholders to identify emerging business requirements and operational efficiencies.

Key Accomplishments

• Developed and implemented core procedures for handling systems limitations within established business rules.

• Calculated mutual fund net asset value per share, determined dividend and distribution rates, reconciled cash and fund share transactions, calculated gain or loss on security sales, planned budgets and projections, and prepared financial statements.