■ Updated the outdated Travel Guidelines to match those of the State Fiscal Rules and the State Travel Management System. Created PowerPoint training modules for travel reimbursements and official functions to help guide employees through the submission and reimbursement process. Responsible for reviewing and processing all travel and official/training functions; verifying that all reimbursements are allowed expenses in accordance with PPCC procedures and CCCS policies. ■ Revamped sales tax spreadsheets with VLOOKUP/SUMIFS formulas to properly feed the sales tax data between Excel sheets/workbooks, as well as to reconcile balances from previous months, thus ensuring accuracy. Created aligned formatting in sales tax receipts workbook to streamline the process for recording data from revenue and sales tax accounts, while populating the appropriate amounts on monthly journal entries for taxes, bookstore reporting error adjustments, and state service fees. Responsible for filing tax returns and remitting payments online to the State of Colorado and the City of Colorado Springs, while analyzing revenue and actual collected tax dollars to compute sales tax on a monthly basis. ■ Completing all journal/payroll entries as required in a timely and accurate manner. Recording student loan transfers and preparing documentation for the wire transfer and related journal entries. ■ Assisting with accounts payable tasks including entering invoices, matching payable amounts with the appropriate accounts listed on the purchase orders, correcting invoices with issues, and running various A/P reports. ■ Tracking monthly grant expenses on various spreadsheets; analyzing grant payroll expenses by pulling payroll reports and reconciling these to the employees' time and effort sheets. Compiling PDFs with backup to support the various expenses made to ensure grant funds are being used appropriately.

Brought in as a Technical Care Specialist in a fast-paced call center environment with a goal of resolving customer’s cellular and mobile Internet device issues while providing an “Un-carrier” customer service experience at the same time. Completed an extensive eight-week training program consisting of classroom learning and hands-on application of this material by taking customer calls in the live call center queue. In April 2017, converted to an Account Expert, joining the "Team of Experts" to serve a dedicated customer base by servicing virtually every aspect of their accounts. ■ Excelled in a 3-month interim coach/supervisor position at the recommendation of management■ Ranked #1 out of all employees in the Right Start group for the biannual call center realignment■ Contributed to team’s success by accomplishing #1 team in the site, then #1 team in the nation■ Graduated as “Valedictorian” of an 8-week training class, achieving a metric of 122.58%to goal■ Created highly complex Excel formulas to calculate bonuses for the various community experts

Designated as a Collection Specialist in an environment with strict adherence to FCRA, FDCPA, COFDCPA, HIPAA and other State and Federal laws, rules, and regulations, while also promoting character development by displaying a caring, honest, respectful, and responsible mode of behavior and attitude towards peers, clients, consumers, and the general public. Completed a rigorous multi-week training program covering proficiency in the Flexible Automated Collection System (FACS) as well as outbound/inbound telecommunications with consumers in an attempt to determine proper payment arrangements for past due account balances.■ Surpassed expectations in the first month and second months on the phones by recovering 180% of net fees collected goal and 125% of legal submissions goal, and 312% of net fees collected goal and 300% of legal submissions goal, respectively.■ Achieved 94% average score on all calls monitored in the first and second months on the phones, based on 15 separate criteria essential to completing the effective collection call.■ Earned accolades from management in the form of a “kudos card” based on an exceptional review from a customer, who also made arrangements to pay their past due balance in full.

Selected as a candidate for City Carrier and Rural Carrier positions at three different stations in El Paso County, as a result of achieving a very high score on the Postal Exam 473. Ultimately was enlisted at the Cimarron Hills station to assist the City Carriers as well as with the growing business of parcel deliveries from Amazon.com.■ Successful in consistently meeting tight deadlines on a daily basis, while casing all classes of mail in sequence of delivery along an established route, handling undeliverable mail in accordance with established procedures, and responsibly managing accountable items to ensure their safekeeping.

Hired to facilitate the transition of the shared financial services center for the subsidiary 21st Century Media Newspapers. Selected to travel to the prior Michigan headquarters to partner and train with the management team as well as the credit and collections representatives, in order to smoothly transfer all operations to the new Colorado location. Designated to assume responsibility for the bulk of the Pennsylvania publications, roles which were previously handled by three different employees at the Michigan location, with the mission of consolidating duties and increasing productivity, to increase the company’s bottom line. ■ Monitored ten different AR aging reports with approximately $2.5M in total receivables, while reducing the average DSO by either collecting funds from the customers or submitting various types of adjustment requests to clear these balances from the aging reports.■ Established relationships with several branch employees at the individual publications, including controllers, advertising directors, sales managers, and sales representatives, to ensure advertising insertion orders were released in time to fulfil the pagination process.■ Assessed the creditworthiness of customers with pending advertisements to determine whether or not the potential revenue was worth the risk of allowing the customer to remit payment for these advertisements at a later date.■ Diligently worked in a fast paced environment to meet strict daily and weekly advertising deadlines, while constantly monitoring ten different queues with advertisements placed on credit hold.

Enlisted to supply accounting knowledge for leading online payment service provider (ranked #63 on Forbes’ list of America’s Most Promising Companies). Monitored AR aging report on daily basis with approximately $3M in total receivables that encompassed multiple project codes, billing categories, and aging levels. Partnered with billing, finance, chargeback, and account management personnel to resolve AR and fraud-related issues. Utilized SAP Business One to create AR/AP invoices for international accounts (~250 invoices per month), credit memos, journal entries, small balance write-offs, and internal reconciliation. Assisted with manual underwriting and credit review for potential new accounts.■ Analyzed list of flagged accounts for fraud and performed in-depth research to determine true losses vs. duplicate invoices, clearing $600K+ off company aging report (~ 20% of total AR) by writing off these outstanding invoices due to confirmed discrepancies, bad debt, or fraud.■ Interacted with executive team regarding large accounts, complex billing errors, and high-level AR analysis, completing special projects on as-needed basis:■ Conducted thorough examination of AR aging report for CFO, summarizing different types of invoices, explaining how they were created, and suggesting resolution strategies.■ Selected by Senior VP (now President/COO) to recommend domestic and international accounts to be sent to third-party collection agency and compile all necessary data for submission to new partner.■ Personally recovered more than $100K in invoices that were over 120 days’ outstanding.

Established brokerage company specializing in marketing and selling legal service plans, identity theft monitoring/restoration services, and financial products such as fixed and indexed annuities, index universal life insurance, and long-term care. Aided clients with determining the best possible strategy to protect their futures. Additionally offered property and casualty insurance for personal lines as well as commercial accounts and advised small businesses on workers’ compensation and general liability insurance.■ Helped several client companies save an average of 20% on their annual insurance premiums by matching them with highly rated carriers and creating business-specific proposals.■ Developed relationships with wide range of financial service providers, insurance carriers, and wholesalers to supply broad array of choices for customers.

Hired to execute collection operations for subprime auto finance unit and subsidiary of Kemper Corporation. Directed as many as 15 representatives and managed loan portfolio of $20M, presiding over pre charge-off accounts, repossession of collateral, recovery collections, and pursuit of legal action. Communicated regularly with senior leadership to resolve collections and customer-related issues. Facilitated regular team meetings to discuss goals and results. Monitored and scored employee calls for quality purposes and administered monthly one-on-one evaluations with Collectors to review quality scores, KPIs, and areas of improvement.■ Progressed through series of positions with increasing responsibilities, rising from entry-level Collector to supervisory position over the course of 18 months in recognition of exemplary performance.■ Earned numerous accolades throughout tenure including Employee of the Month in 2006 and 2007 as well as Supervisor of the Month in 2008, 2009, 2010, and 2011.■ Motivated team of 8 Collectors to retrieve $100K in charged-off debt over the course of one month.■ Achieved 100% quality control score on 5 consecutive monthly assessments as Collector.