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Click here or scroll down to respond to this candidateCandidate's Name
Hackettstown, NJ Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLECUSTOMER SERVICE SPECIALISTDynamic Customer Service Specialist with a proven track record of optimizing customer experiences and improving operational processes. Inquisitive and adaptable leader who invests in relationships and values collaboration. Demonstrated ability to foster customer loyalty through strategic account management and collaborative problem-solving.SKILLSAccounts Receivable Management Project Management Cross-functional Collaboration Account Reconciliation Financial Analysis Stakeholder Engagement Process Improvement Data Management Strategic PlanningEXPERIENCEAT&T, Middletown, NJ 2022 PresentMost of World Lead Credit & Collections Analyst Business Customer Sales and Service Achieved accounts receivable (A/R) targets and work all related collections activities (account reconciliations, analysis of A/R, meeting facilitation with external customers/Sales/Service Management, etc.) for a portfolio of large, multinational Most of World (MoW) retail customers. Conducted project management of global customer accounts receivable portfolios which include identifying root causes, prioritizing and scheduling key stakeholders to ensure timely payments. Prepared and analyzed monthly collection reports related to credit approval decisions, credit memo, and write-off activities. Cross-functional collaboration, building relationships with internal business partners to ensure functions are aligned to resolve billing issues, reduce delayed payments, and enhance the overall customer experience.Most of World Credit & Collections Analyst Finance, 2014 2022 Achieved accounts receivable (A/R) targets and work all related collections activities (account reconciliations, analysis of A/R, meeting facilitation with external customers/Sales/Service Management, etc.) for a portfolio of large, multinational Most of World (MoW) retail customers. Conducted project management of global customer accounts receivable portfolios which include identifying root causes, prioritizing and scheduling key stakeholders to ensure timely payments. Successfully collaborated with internal business partners; Process Management, Sales, Service Management, US/MoW Collections, US/MoW Dispute Resolution, Billing Operations and MoW Cash Allocation teams to ensure the timely closure of issues impeding A/R resolution. Coordinated and implemented revised Global Credit Lock process to motivate the engagement of business partners when resolution of past due receivables is required. This simplified phased approach is not only designed to substantially impact the past due A/R, but to significantly impact productivity. By re-examining the Global Credit Lock process for EMEA region, $14.9M in 2018 / 2017 60+ A/R Resolved: $3.2M = Increase of 465% has been recovered. Lead and maintained the MoW Collection Temporary No Treats approval process. Assisted with the implementation of automating a new process that streamlines all data in one tool that ensures accurate tracking of requests. This new process eliminated approximately two hours per month of manual tracking efforts. Served as subject matter expert on Business Connections for Most of World to streamline data and adhere to AT&T corporate compliance practices.Candidate's Name EMAIL AVAILABLE Page 2 Coordinated, facilitated, and championed monthly calls with Cash Allocation team to increase awareness of changes with current processes across both organizations. The overall common goal is to clear open invoices in a timely manner, enhance the customer experience and protect AT&T revenue. Created and maintained new SharePoint Most of World Credit & Collections Projects. This allows an effective way to share data, improve processes and increase productivity in a secured environment. Billing Operations Analyst IBS and UB Billing Operations Finance, Bedminster, NJ, 2009 2014 Processed monthly billing in Integrated Billing System (IBS) accurately and on time for approximately 50 invoices and 1.6M in revenue. Collaborated with Life Cycle Management team monthly billing to ensure revenue assurance processes are implemented. Processed monthly billing in Integrated Billing System (IBS) accurately and on time for 22 customers with approximately $6 million annually. Support DHL and EDS Shell outsourcing customers with approximately$60 million annual revenue. Facilitated calls with customers, sales, client invoice services group and third-party vendors as needed to support customers requirements. Interfaced with third party vendors on contract re-negotiations entailing reviewing and refining the billing elements in the customer contract and setting these up accordingly in the Integrated Billing System (IBS) and Global Provisioning System (GPS). Provided support on Business Direct online billing system both internally and externally to customers. ADDITIONAL RELEVANT EXPERIENCEAT&TClient Support Specialist Premier Client Group Sales Support Organization, Piscataway, NJ Technical Support Associate Information Technology Services, Basking Ridge, NJ Supervisor Consumer Sales Division, Liberty Corner, NJ EDUCATIONUniversity of PhoenixBachelor of Arts (BA), Business ManagementPROFESSIONAL DEVELOPMENT Dale Carnegie Course: Skills for Success Credit and Collections Leadership Program 2021 BCS&S Leadership Development Program 2021 Management Development Program |
