Diana Waters, Accounts Payable/Administrative Assistant

SYKES Enterprises

Dec 2020 – Aug 2021

Remote

Tier 1 Customer Service Agent

• Delivered quick, friendly, and knowledgeable service for routine questions and service complaints • Answered 30-60 daily phone calls in order to efficiently resolve prepaid debit card customer issues • Kept track of requests, problems, and solutions by documenting conversations with customers • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations • Asked probing questions to determine service needs and accurately input information into electronic system • Dutifully follows escalation protocols as needed

Northern Michigan University

May 2012 – Sep 2019

Marquette, MI

Principal Secretary

• Coordinated campus visit and orientation presentations • Expanded use of audio-visual equipment to assist students with course registration • Implemented welcome procedures for prospective student visits • Advised students on course scheduling • Streamlined process for semester course scheduling • Generated 10-15 faculty contracts each semester • Coordinated faculty searches, agency visits for recruiting purposes, and quarterly meetings for Michigan Infragard and Upper Peninsula Human Trafficking Task Force • Reconciled $350,000 department budget • Oversaw department calendar and email • Administered social media accounts

Dream Builders

Jul 2006 – Oct 2013

Negaunee, MI

Secretary/Bookkeeper

• Generated estimates and invoices using Quickbooks • Implemented accounting practices using Quickbooks • Developed office filing system • Produced financial data and payroll information for CPA

Northern Michigan University

Nov 2007 – May 2012

Marquette, MI

Accounting/Transportation Coordinator

• Coordinated university motor pool consisting of 15 vehicles and 2 busses • Administered university fuel system including tank maintenance and billing • Streamlined procedures for vehicle cleaning and maintenance • Converted manual reservation and billing system to an automated system • Initiated an analysis of vehicle usage and financial information to determine cost effectiveness of motor pool resulting in over a $150,000 expense reduction which resulted in the elimination of the position

Northern Michigan University

Nov 1996 – Nov 2007

Marquette, MI

Accounts Payable Representative/Cashier

• Processed payments to the university for tuition, room and board, and miscellaneous deposits • Oversaw cash vault • Verified and deposited change funds for food service areas and bookstore • Prepared daily bank deposits • Processed vendor payments by monitoring discount opportunities, scheduling and preparing checks, and resolving purchase order, contract, invoice, or payment discrepancies and documentation • Reconciled work by verifying entries and comparing them to system reports • Verified and processed expense reimbursements ensuring that they complied with university policies and procedures

Diana Waters

Accounts Payable/Administrative Assistant

Skills