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( Mobile: PHONE NUMBER AVAILABLE : Email: EMAIL AVAILABLEPROFILEFocused, motivated professional with a comprehensive background in customer service and collections. Highly versatile, quickly masters new roles, responsibilities and environments. Reputation for integrity, problem solving abilities, work ethic and analytical skills. Ability to juggle several projects simultaneously while working under pressure in fast-paced environments. Able to work with little to no supervision. Additional areas of expertise:Customer service Billing Collections ReprographicsOffice Administration Verbal & Written Communications Problem SolvingPROFESSIONAL EXPERIENCECharles River Laboratories, Newark, DE (7/1/2019-Present)Customer Care SpecialistMaintain a working knowledge of the ordering and payment processes for Accugenix services. Perform Purchase Order (PO) verification process on incoming orders to ensure documents meet Charles River requirements. Report issues back to Customer Support personnel for customer follow up. Perform Pre-invoicing review process to include confirming proper SAP order entry, line item pricing and SAP customer consistency with associated Purchase Order for accurate invoice generation. Continuously monitor SAP customer information for relevancy and accuracy to Purchase Order details prior to releasing orders for billing. Monitor and Review web-based Jasper reports to complete pre-invoicing review and PO verification processes in a timely manner. Process credits and rebills in response to customer invoice disputes. Routinely utilize SalesForce to view customer details and pricing discount information. Support Corporate Credit & Collections efforts to resolve customer account and payment issues. Add and Update customer credit card information in SAP. Mail and archive customer Special Project data sheets. Adhere to all SOPs. Be familiar with and abide by division Sarbanes-Oxley Controls (SOX) during related activities. Perform all other related duties as assigned.Charles River Laboratories, Newark, DE (3/21/2016-6/30/2019)Order To Cash CoordinatorScan incoming Identification Request Forms (IRFs) in loading dock area. Ensure all IRFs, shipping paperwork, and purchase order information are attached in LIMS. Perform customer job review by verifying completeness of paperwork, ensuring that customer codes are correct, reports are signed and dated, discrepancies are closed and all testing is completed. Communicate potential customer job issues back to the appropriate technical support personnel to ensure completeness during job review. Monitor customer service and accounting email accounts; ensure timely responses to customers. Review Jasper reports to ensure that applicable reports are reviewed and monitored. Ensure all new payment information is relayed to the corporate office. Create and distribute customer quotes for account managers. Answer company phone line and forward calls to appropriate personnel. Investigate customer purchase order information for accurate billing. Resolve customer billing disputes by communicating directly with the customer via email or phone. Input customer invoices into their respective third party A/P systems. Archive quality documents. Monitor and distribute incoming faxes. Adhere to all SOPs. Perform all other related duties as assigned.Adecco/ Charles River Laboratories, Newark, DE (12/4/2014-12/18/2015)Temporary OTC (Order To Cash) CoordinatorHeaded collections efforts for Charles River,Accugenix. Resolved eighty-five percent of outstanding balances by reconciling discrepancies such as billing address, pricing errors, expired purchase orders, etc. Adhere to all SOX Controls, SOPs & perform all other special projects as assigned. Headed purchase order pre-check initiative by preforming review of purchase order documents real-time as end-users uploaded them into the web portal. Collaborated with lab personnel, procurement & accounts payable to resolve purchase order deviations such as incorrect pricing, expired dates, wrong vendor information, etc. Worked parallel with Sr. Technical Support Specialist to resolve outstanding purchase orders errors through follow-ups. Updated excel files for proper tracking of metricsNorthern Leasing Systems Inc., New York, NY (1/29/2007-8/31/2014)Legal Collector - Account ManagerProvided superior customer service to debtors. Applied strategic planning and prioritization skills toward overseeing a portfolio of over 2000 accounts in monthly collections. Proficiently analyzed financial information, evaluated debtor statuses and discussed accounts with internal and external Attorneys. Resolved disputes and further illustrated exceptional multitasking and prioritizing abilities. Handled inbound and outbound calls to determine the cause of default. Skip traced and updated existing leases. Negotiated payment arrangements to satisfy outstanding balances and resolved disputes. Liaised between staff to develop and execute targeted collection strategies, as well as identifying potential charge-backs and fraud matters.Custom Staffing/American Red Cross, New York, NY (2006-2007)Customer Service Representative (Temp)Provided superior customer service to staff and customers alike. Assisted and educated customers of available products. Performed inventory of products. Processed phone orders as well as in store orders. Maintained vendor and customer files as well as inventory files. Provided administrative and general duties for the retail store.Alliance Capital, New York, NY (2000-2006)Intake Specialist/Reprographic OperatorProvided superior customer service skills while working with tight timeframes. Responsible for accepting, scheduling and prioritizing incoming copy requests. Logged, tracked, and negotiated deadlines while copying documents on high volume copiers.EDUCATIONMorgan State University - Baltimore, Maryland - 1997-1998High School Diploma - Pacific High School. Brooklyn, New York - 1993-1997SKILLSWorking Knowledge of LIMS software, SAP software, Lotus Notes, CCS Systems, Microsoft Word, Excel and Adobe Acrobat. Ability to operate the Canon CLC 5000, Heidelberg Digimaster 9110 and Xerox Docutech 6100s. |
