Senior Technical Product Manager

• Jul 2019 - Present

Product Manager

• Jun 2017 - Jul 2019

Lead Support Specialist

• Nov 2016 - Jun 2017

Provided training and coaching to team membersAssisted management with customer call backs for NPS surveysAudited closed cases to ensure qualityManaged team schedule and assisted with on boarding of new team membersManaged case escalations from team membersCreated and managed new team processes and proceduresProvided team metrics to managementCreated and managed SME and mentor programs

Support Specialist

• Mar 2014 - Nov 2016

Assisted customers / partners with accounting related questions when using the Sage Intacct applicationWorked closely with engineering and product management to identify and resolve software issuesLearned new features for each software update prior to releaseResponded to customer / partner inquiries Maintained positive customer / partner relationshipsDaily case managementLogged cases with accurate information to provide a full record of activitiesContributed to the development of internal knowledge baseAssisted in case management and queue management

Staff Accountant

• Oct 2012 - Mar 2014

Maintained general ledger accounts by monitoring journal entry preparation; preparing monthly accruals and entries and reconciling accountsManaged high volume of accounts payable and accounts receivable functions in both SAP Business One and QuickBooksProvided all payroll services including payroll entries in general ledger, vacation accruals and insurance benefitsConducted account reconciliation and analysis to identify financial discrepanciesPrepared corporate credit card and expense report reconciliationsAssisted with implementation and maintenance of internal controls and accounting policies and procedures

Accounting Clerk

• May 2011 - Aug 2012

Performed bank reconciliations and recorded monthly transactionsPrepared monthly and quarterly financial statementsMaintained accounts payable and accounts receivableProcessed payrollYear-end reporting to trial balance and working papers for auditors Performed bank reconciliations and recorded monthly transactionsPrepared monthly and quarterly financial statementsMaintained accounts payable and accounts receivableProcessed payrollYear-end reporting to trial balance and working papers for auditors

Manager/Qualified Professional

• May 2008 - Apr 2011

Acted as an Agency Qualified Professional in accordance with North Carolina regulations and requirements for the N.C. State Medicaid waiver program; providing services to developmentally and intellectually disabled children and adults.Managed and developed Agency procedures and systems.Processed weekly payroll for fifty plus case workers. Managed the preparation of the annual cost report for accuracy and timely submission.Provided the Qualified Developmental Disability Professional client case supervision as per Agency, County and State regulations and requirements.Provided and developed complex staff training and tracking systems per Agency and Regulatory requirements and timelines.Assisted in developing the Agency marketing strategies for client and staff recruitment.

Bookkeeper

• Feb 2006 - Apr 2011

Managed and recorded incoming client payments Prepared and made all deposits. Recorded monthly receivables into the company ledger. Prepared weekly financial reports for senior management. Managed and recorded incoming client payments Prepared and made all deposits. Recorded monthly receivables into the company ledger. Prepared weekly financial reports for senior management.

Accounting Assistant

• Dec 2006 - Sep 2008

Payroll posting for clients. Prepared financial reports. Posted to general ledger.Tax withholding reporting. Assisted with preparation of annual tax returns. Performed general bookkeeping. Payroll posting for clients. Prepared financial reports. Posted to general ledger.Tax withholding reporting. Assisted with preparation of annual tax returns. Performed general bookkeeping.