Melanie Mims
Principal Costpoint Customer Care Analyst
Trussville,AL
Summary
Experienced Principal Customer Care Analyst brings over 20 years of applying exceptional accounting, finance, customer service and conflict mediation to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
5
5
years of post-secondary education
21
21
years of professional experience
Work History
Principal Costpoint Customer Care Analyst
Deltek
Herndon, Virginia
05.2005 - Current
- Responded to customer needs through competent professional application support and prompt problem-solving.
- Assisted call-in customers with front line customer service and data analysis.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated timely responses through online customer communication and researched complex issues.
- Resolved complex issues with product by collaborating with Development and Design Groups.
- Tested functionality and defects related to Costpoint, Manufacturing Execution System and Shop Floor Time products.
- Logged call information and solutions provided into internal database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Senior Financial Analyst
Scholastic
Secaucus, New Jersent
06.2000 - 03.2005
- Developed presentations and reports to inform and educate financial teams on growth possibilities.
- Delivered reporting to corporate stakeholders to improve strategic planning.
- Reviewed statistical information to determine financial trends for use in planning.
- Reviewed financial reports and confirm SEC compliance.
- Used J.D. Edwards to create reports and recommended courses of action to upper management.
- Created Access Queries to analyze revenue and expense variances.
- Created quarterly and annual SEC MD&A Report for Book Club Publishing Business Unit.
General Accounting Manager
Morgen-Walke
New York, New York
1998 - 2000
- Managed all areas of accounting, including accounts payable and receivable, general ledger management, banking reconciliations and monthly balance sheet statements.
- Applied mathematical abilities on daily basis to calculate and check figures in all areas of accounting systems.
- Managed accounting operations, including journal entries, collection efforts, reconciliations and payroll processing.
- Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy.
- Investigated daily variances uncovered with reports and corrected errors to resolve discrepancies.
- Implemented, monitored and analyzed accounting data and produced financial reports or statements with Real World Accounting Software.
- Established financial status by developing and implementing systems for collecting, analyzing, verifying and reporting financial information.
- Enforced and established proper accounting methods, policies and principles.
- Maintained accounting controls by establishing chart of accounts and defining accounting policies and procedures.
Education
Accounting
Baruch College of The City University of New York
New York, NY 02.1985 - 05.1990
Skills
Inbound Customer Service
Complaint resolution
Service standard compliance
Costpoint
Real World Accounting Software
J D Edwards
Excel
Word
Access
Cognos
Timeline
Principal Costpoint Customer Care Analyst
Deltek
05.2005 - Current
Senior Financial Analyst
Scholastic
06.2000 - 03.2005
Accounting
Baruch College of The City University of New York
02.1985 - 05.1990
General Accounting Manager
Morgen-Walke
1998 - 2000