Crystal Smits Email & Phone Number

Grand Rapids, Michigan

Drive and monitor daily Credit Control activities, including debtor administration.Contact customers regarding overdue accounts to settle balances immediately in full.Monitor overdue debtors, identify and action significant collection risk issues and minimize overall DSO.Communicate proactively and clearly with internal and external customers on significant issues to indicate progress and to resolve issues.Ensure that allocation issues are handled satisfactorily by working closely with the Cash Team.Actively note and document customer payment issues and communications.Be proactive in increasing the number of accounts that pay by Direct Debit, where available.Perform in accordance with business policy and procedures.Handle ad hoc issues and projects, whenever required.

Greater Grand Rapids, Michigan Area

In addition to Credit Controller duties, focus on one-on-one mentoring with team members to ensure high productivity and ability to meet and exceed key performance points.Mentor newly hired employees within the team to ensure KPIs are meant on a monthly basis and ensure positive growth within the team and company.Deliver and lead trainings for cross-function employees within Customer Service.Run reports including daily team numbers, SAP contact report, and pre-suspension report for local offices.Receive escalated calls from team members.Ensure cash collection on a monthly basis while minimizing credit risk.Build positive relationships with hotel partners and empower them to be self-sufficient through training.Build positive relationships with Account Managers as well as Accounts Receivable employees to ensure funds are correctly allocated to delinquent accounts. Note and document any and all communication pertaining to business.Monitor team ledger to increase productivity, profitability and ensure monthly KPIs are meant.Improve cycle times such as cash allocation, average days late, and delivery of invoices.

Rockford, Michigan

Prepare payroll and bank deposits.Manage accounts payable.Organize year-end tax information for accountant.Process day-to-day operations of accounts payable.Organize and reconcile accounts payable schedules and assist in bank reconciliations.Arrange detailed analyses of accounts payable and make suggestions and recommendations to increase efficiency.Investigate and analyze discrepancies between ledger and invoices.Process timely payments to vendors.Responsible for the travel and expense reimbursement process.

Greater Grand Rapids, Michigan Area

Drive organizational development by successfully implementing innovations in the operations and facilitate change management.Create and distribute monthly quality reports for Customer Service Executives.Provide team leadership and coaching to CS Executives.Assist Quality Team with questions pertaining to policies and procedures.Update training documentation as needed.Liaison between Customer Care and external departments.Assist trainees by coaching them on their work, both individually and as a group. Support new hires transitioning from training into their respective departments.Deliver training to new hires and existing employees where required.

Greater Grand Rapids, Michigan Area

Assessed, planned, evaluated and measured quality materials and processes to achieve maximum efficiency.Worked in conjunction and support of local Customer Care Operations to effectively maximize staff process, efficiency and success.Conducted feedback sessions as needed.Developed specific performance metrics for the Quality Team.Analyzed performance data to determine effectiveness of instructional systems, courses, or instructional materials. Continually evaluated, mentored and developed direct report staff.Worked with Human Resources and Operations Managers to ensure timely delivery of temp-to-hire evaluations.Provided team leadership and coaching to the CS Trainers and Quality Associates.Drove continuous improvements of the Training and Quality Team in accordance to the team objectives.Maintained scheduling and distributing tasks of the Training and Quality department.

Resolved customer and hotelier complaints to ensure satisfaction.Provided daily progress reports to the call center director.Acted as a liaison between the call center director and trainees.Effectively researched hotel facilities and amenities to create descriptions to increase booking rates. When necessary, edited hotel web content to make corrections requested by hotelier.Liaised between Customer Care, Amsterdam and other global offices.Handled pre and post reservation inquiries by phone, e-mail and fax.Managed relationships with hotels by providing high levels of customer service and account management support.Mentored trainees and helped them transition into their new role.

Greater Grand Rapids, Michigan Area

Handled inbound and outbound customer sales and retention calls. Consistently ranked in top 10% of all representatives in key performance metrics including revenue per call, close rate, new account acquisition, revenue per order, and customer retention. Assisted with training new employees on best practices for overcoming objections, focusing on features and benefits, and closing sales. Outstanding up-sell and cross-sell abilities resulting in dozens of company and vendor-sponsored sales incentive awards. Consistently exceeded daily, weekly, and monthly sales goals. Champion of value based bundle package selling methods resulting in significantly higher revenue. Recognized as a Charter Sales Champion for 2007.

Greater Grand Rapids, Michigan Area

High-level operations responsibilities including oversight of all cash management operations, accounts payable, accounts receivable, and maintaining schedules for staff.Managed orientation and training of all new hires. Extensive customer service experience.

Bachelor'S Degree, Business, Finance, Accounting, 3.74

Graduated with High Honors

Business Administration