Sherry Maddox-Ransom
Pennsauken,NJ
Summary
Enthusiastic about using knowledge and skills to support daily operations. Well-organized Clerk possessing proven file management, data entry and calendar maintenance talents. Proficient in updating daily logs, investigating discrepancies and managing records. Hardworking employee with customer service, multitasking, and time management abilities. Focused on boosting team productivity with accurate administrative support. Diligent about responding to internal and external requests for information. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Lead Accounting Clerk Revenue Acct.
Amtrak
Philadelphia, PA
03.2023 - Current
- Maintained the integrity of the general ledger system through timely reconciliations.
- Recorded debit, credit and account transactions in computer spreadsheets and databases.
- Prepared month-end closing entries for detailed reporting and recordkeeping.
- Reduced financial discrepancies by accurately managing accounting documentation.
- Reconciled or entered report discrepancies found in financial records.
- Performed ad-hoc analyses as requested by senior management team.
- Assisted internal accounting team in checking financial statements for accuracy to produce reliable reports.
- Reconciled computer reports with manually maintained ledgers.
- Conducted research on accounting issues as needed by senior staff members.
- Understood and followed oral and written directions.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated with others to discuss new opportunities.
Reservation Sales Agent
Amtrak
Philadelphia, PA
02.2023 - 03.2023
- Provided customer service in assisting with making and managing reservations.
- Suggested additional services based on customer needs to increase revenue opportunities for the company.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Relayed information on availability, pricing and discounts to customers.
- Processed reservations by entering relevant data into the system accurately and efficiently.
- Resolved customer complaints quickly and professionally while maintaining a positive attitude.
Refund/Research/Re-accommodation Lead
Amtrak
Philadelphia, PA
08.2019 - 02.2023
- Respond promptly to emails, phone calls, and other forms of communication from customers seeking assistance with refunds.
- Train new team members on processes related to issuing refunds.
- Developed strong professional rapport with internal and external departments.
- Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
- Conduct research into potential fraud cases involving fraudulent claims for refunds.
- Verify customer information to ensure accuracy of refund payment.
- Assist with directives from CNOC regarding services disruptions, downgrades, re-accomodations and passenger notifications both manual and via A.C.N.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Performed administrative duties including filing paperwork, responding to emails.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Transmitted and received messages using telephones, emails and or teams.
- Worked with cross-functional teams to achieve goals.
Refund Research/Re-accommodation Agent/Backup Lead
Amtrak
PHILADELPHIA, PA
10.2013 - 08.2019
- Provide customer service for incoming calls or emails requesting or inquiring about a refund.
- Researching refunds and data to approve or deny a request.
- Process approved refunds transactions
- Assist agent with customer concerns or request.
- Assign agents projects for the day.
- Collaborate with other departments within the company to reach and maintain timely re-accommodations, schedule changes and passenger notifications.
- Assist others department with research and or strategy.
Guest Rewards Agent
Amtrak
Philadelphia, PA
10.2010 - 10.2013
- Provided customer service to rewards member for planning and booking travel.
- Assisted customers with questions regarding account balance and points earned.
- Assisted with general questions regarding routes, fares and train accommodation information.
- Provided accurate and detailed information in efficient manner.
Reservation Sales Agent
Amtrak
Philadelphia, PA
11.2005 - 10.2013
- Provided customer service in assisting with making and managing reservations.
- Suggested additional services based on customer needs to increase revenue opportunities for the company.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Relayed information on availability, pricing and discounts to customers.
- Processed reservations by entering relevant data into the system accurately and efficiently.
- Resolved customer complaints quickly and professionally while maintaining a positive attitude.
Education
GED -
Philadelphia School District
Philadelphia, PA06-1994
Associate of Arts - Communication
Rowan College At Burlington County
Mount LaurelSkills
- Microsoft Excel
- Microsoft Word
- Power Point
- Sales Force
- BOBJ
- ACN
- Arrow
- CICPROD
- RAIL RES/ STARS
- ASAP 2000
- SQL Server Profiler
- Administrative Support
- Month-End Documentation
- Outstanding Communication Skills
- Telephone Etiquette
- Reporting
- Reports Reconciliation
- Strategic Planning
- Staff Training and Development
- Training and Mentoring
Timeline
Lead Accounting Clerk Revenue Acct.
Amtrak
03.2023 - Current
Reservation Sales Agent
Amtrak
02.2023 - 03.2023
Refund/Research/Re-accommodation Lead
Amtrak
08.2019 - 02.2023
Refund Research/Re-accommodation Agent/Backup Lead
Amtrak
10.2013 - 08.2019
Guest Rewards Agent
Amtrak
10.2010 - 10.2013
Reservation Sales Agent
Amtrak
11.2005 - 10.2013
GED -
Philadelphia School District
Associate of Arts - Communication
Rowan College At Burlington County
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