July 2013 - Aug 2015 – Sr Agent. Newark element14 • Handle inbound/outbound customer calls to manage receivables for dedicated portfolio.• Resolve customer disputes, gather details, research and note customer systems.Feb – July 2013 – Sr Agent. Office Max • Worked with customer to apply cash from customer payments and modify incorrect applications.Sept 2010 – Feb 2013 - Team Trainer/Complaint Resolutions. YRC Worldwide • Restructured training program to condense four week training into two week time period.• Rewrote training manual for better trainee usability.• Trained new hires. Increased test scores to the 90–100% range on first attempt over previous classes' multiple attempts to pass with scores of 85%.Aug 2002 – Sept 2010 – Sr Portfolio Specialist for Transportation. Yellow Transportation, USF Bestway, Roadway Express and YRC Inc.• Trained new associates for Yellow Transportation and USF Bestway. • Wrote complex phone scripts for collection calls enabling team to respond to multiple scenarios with customers. • Handled complaint resolutions for team while managing receivables for geographic portfolio.• Certified to perform corrections/credits in YRC billing system.• Managed relationship with customer through daily communication with YRC personnel – sales, billing, and rating departments. • Point person for system and freight questions for transportation team.Sept 2000 – Aug 2002 - Sr Application Specialist. Digital Generation Systems• Inbound/outbound calls, complaint resolution, verbal and written contact with client. Gathered information and noted call results in customer system. • Reduced client A/R to a point that receivables could be managed in house. Nov 1998 – Sept 2000 - Application Specialist. Multiple accounts • Trained on eleven customer account applications and worked on the multi-dialer team. • Conducted outbound collection calls on a predictive dialer system, dealt with customer inquiries and complaints, noted systems.

I assisted with all facets of management of an 80 unit apartment complex. I was responsible to enter the payments into the rent rolls and later to enter them into Yardi (an industry specific program). I helped with showing apartments, signing leases with new tenants, and cleaned apartments and helped with maintenance when needed.