Alan Lua Email & Phone Number

Worked directly with Smartsheet Customer and Sales team members to identify, troubleshoot, and resolve all billing, invoicing, and collection issues while delivering a high-quality, timely and effective customer experience.Reviewed, analyzed, and maintained an $8M portfolio by making collection inquiries and efforts via numerous channels.Assisted in the day-to-day management of one of the largest and complicated clients SHI and was vital to most recent success.Responsible for the timely identification and application of unapplied cash, assisting with write off assessments, portions of invoice submissions.Responded to customer inquiries regarding payments, billing, collections, and credit/refund requests.Prioritized work efforts on cash collection, accounts receivable aging, and days sales outstanding (DSO) targetsProvided accounts receivables reports, analysis, and cash forecasts.Collaborates effectively with customer and internal groups to solve customer escalations and improve business processes.Operated NetSuite, Salesforce and Tesorio.

Research, respond to and resolve inquiries from our customers within 48 hours of receiving the inquiry, prioritizing based on the customer impact.Answer Customer payment and invoice questions.Assist Customers with desired changes to their account.Assist new hires with questions during and after their onboarding process.Resolve difficult or complicated challenges diplomatically to best assist the Customer and Smartsheet.Quality of work to include timeliness, completeness, and accuracy.Processed Tax Exemptions

Increased overall collected dollars in the 3rd quarter of 2021 by 300%Established debt repayment schedules based on the customer's financial status.Provided clients with budget management and financial guidance.Proactively identified billing issues or problematic accounts and handled as necessary and/or recommended solutions toInterfaced with the internal dept. such as sales, restaurant success, and client services to field questions from our customers.Handled the failed/unapplied payments in Stripe and cancellation process in NetSuite.Took charge of processing amendments to subscriptions, including upgrades, downgrades and renewals.Review signed agreements to Salesforce opportunities for completeness and accuracy.Entered bank account information new accounts in order to have subscription payments and order disbursements process correctly.Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.Reviewed client terms to maintain accurate and up-to-date billing.Performed various accounts receivable functions, including cash posting, applying credit memos.Processed customer payments and set up payment plans.Worked on incoming cases regarding charges, invoices, and other billing questions from customers and internal & external.Operated NetSuite, Salesforce, Zuora to enter financial data and compile reports.

Cash application & reconciliation of all incoming payments received by wire, EFT, check, and credit card for assigned customers.Research and resolve deductions and account discrepancies.Process & research authorized deductions and dispute unauthorized deductions.Analyze and forecast customer aging for weekly AR meetings.Issue standard credit memos for approved contractual agreementsAccess customer portals to retrieve, navigate, research, and dispute transactions.Prepare manual invoices as needed for non-EDI customers.Prepare commercial shipping documents for import shipments on open accounts.Create month-end Accounts Receivable summaries and reconciliations for assigned customers.

Managed invoicing for organization through cash receipts processing, bank reconciliations and distribution of about 3000 invoices monthly.Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.Reviewed contracts to maintain accurate and up-to-date billing.Performed various accounts receivable functions, including cash receipts posting, updating cash flow reports and chargebacks.Processed customer payments and set up payment plans.Increased efficiency and alleviated workloads by creating new Excel-based financial recording system.Operated NetSuite and Salesforce to enter financial data and compile reports.Answered office phone calls and emails to direct customers and answer questions.Processed journal entries, online transfers and payments.

Oversaw all overdue accounts ranging with balances of 2600 to 100,000 with our prime customer.Established debt repayment schedules based on the customer's financial status.Provided clients with budget management and financial guidance.Interviewed clients to assess income, expenses, insurance coverage, tax status, financial and investment goals, and risk tolerance to formulate and actualize strategic financial plansReached out customers to collect outstanding payments via one-time or negotiated installment methods.

Oversaw overdue accounts with help of automated systems to assist customers with dept repayment programs.Arrange debt repayment or establish repayment schedules based on customer financial status.Confer with customers to determine reasons for overdue payments and review the terms of credit contracts.Overcame objections by applying advanced training and persuasion techniques.Mentored new members on scripts, strategies and company information to maximize performance.Arranged for debt repayment and established repayment schedule based on customer finances.

Help Manage and direct a collection department consisting of up to 22 reps.Strategize and build inventory campaigns using dialer systems with bucket segmentation.Manage and post payments to client accounts using vendor wizard systems and batch all monies daily.Communicate with Outside Agency Liaison with Client Western Dental for inventory allocation and withdrawal.Developed and implemented restructuring solutions, training programs and process improvement initiatives to boost performance.