Pamela Berrier

Analyzed accounts payable overpayments and payments made in error, reconciling adjustments and recouping amounts from vendors. Troubleshot root causes to improve payment processes, supported multiple concurrent projects, and trained newer team members to meet SLA targets.

Provided TurboTax tax and technical support to customers via telephone and chat, using tax knowledge and technical analysis to help customers successfully file. Documented call details in support systems and delivered Tier 1 technical assistance using SmartLook screen sharing.

Resolved inbound customer-specific problems in a challenging work environment while consistently delivering excellent customer service. Maintained positive customer experiences and met customer service goals for incoming inquiries.

Investigated potential OFAC-related fraud or theft 'hits' by comparing records in Global Sanctions Management Operations Systems through Nexis. Applied sanctions outcomes to approve, block, or reject transactions and supported compliance determinations.

Conducted financial analysis to address backlog financial adjustment needs following a business acquisition, including payment adjustment research and reconciliation. Supported departmental audits and compliance, using Oracle CRM RightNow and Salesforce to resolve retailer/territory manager concerns and identify root causes for improvement.

Provided bookkeeping, administrative support, and customer service for 400+ beneficiaries, maintaining accurate bank and transaction records for SSA use and audits. Built and maintained Excel spreadsheets (including formatting, formulas, and pivot tables/charts) to track client income and support budgeting.

Audited and processed payment requests, purchase orders, and travel expenses by verifying invoices and financial documents for correct accounts and codes. Prepared bank deposits, completed journal entries and transfers, and applied financial rules and regulations to support other departments and vendors.

Supported the Tax and Finance Department by scanning excise reports and tax documentation, preparing statements and correspondence, and handling responses to notices and discrepancies. Built Excel spreadsheets with formulas and pivot tables to analyze fiscal-year production and researched ADP payroll discrepancies for multi-state income tax needs.

Completed coursework in the Associate in Arts college transfer program at Forsyth Technical Community College. Plans to pursue completion of a Bachelor’s degree in the near future.