Frank Pensiero Email & Phone Number

Orlando, Florida, United States

The Postage Administration Representative is a customer facing position who is responsible for handling inbound inquiries from internal/external customers, dealer, and field service offices regarding postage payment and funding. The inquiries range from assisting customers with setting-up ACH funding, resolving funding inquiries, and transferring funds between accounts. The Postage Administration Representative will also proactively reach out to customers to collect funds, resolve unhealthy accounts, and manage reporting to the United States Postal Service. (USPS®).Support the customer ACH set-up, payment and returns process. This includes assisting customers with setting-up postage payment with ACH, ensuring the process meets SOC reporting requirements; research and manage customer returns, reach out to customers to collect any defaulted ACH payments, and coordinate reporting to the USPS®.Monitor the Postage Administration inbox, respond in a timely manner to customer, dealer, district inquiries regarding customer payments, funds from returned postage evidencing systems (i.e. postage meters) and funding questions.Perform cash application tasks, including, but not limited to, funds transfer requests and monitoring of incoming emails and faxesMonitor the holding account, research checks to determine if they can be identified or modified into the account, and if not, then communicate with the customer.Send customer communications to notify them of funds remaining in postage accounts prior to the account being purged and funds transmitted to the USPS®.Support all aspects of the Postage Administration Department process, including, but not limited to the Quadient Postage Funding (QPF) set-up and transfer process, USPS® daily reporting, and responding to customer inquiresUnderstand changes to regulations and policies and impact on postage funding operations.

Orlando, Florida, United States

Provide single point of contact for customers in designated accounts receivable portfolio assignment. Review all delinquent accounts and perform customer service related collection activities; spearhead next steps and follow-up action plans.Analyze and resolve problems by coordinating with appropriate departments to drive operational excellence in the order-to-cash application cycle.Respond to external/internal inquiries regarding payment and case escalation status.Meet established standards for collection performance.Maintain detailed records of customer contact activities.Partner with sales organization/dealers/field office management to communicate status of accounts and expedite resolution.

Orlando, Fl

*Responsible for reducing delinquency for over 1200 assigned accounts*Contact customers regarding payment status*Answering incoming customer calls*Deal with customers and profit centers to get disputed invoices resolved*Deal with general contractors for specific jobs and make arrangements for joint checks*Process credit references *Forward Certificates of Insurance and Tax Certificates to the appropriate departments*Update and amend customer maintenance information on ERP system

Orlando Fl

• Work with customers to follow up on old/past due balances, including the sending of dunning letters• Maintain/update customer contact in collection tool • Route any issues that can’t be resolved to relevant authority in BU/Regional Finance• Review and validate invoice adjustments and forward to BU/Regional Finance for action• Conduct data and process analysis• Promote and provide exceptional customer service• Perform activity level work as needed

Heathrow Fl

Responsible for contacting assigned portfolio of seriously delinquent accounts to prevent charge off and minimize loss to bank.

Milford Ct

The Portfolio Specialist is a highly regarded collections professional within the company’s Accounts Receivables Management Department. Collectors are decisive decision makers who contact fifty (50) or more business customers per day, and manage a $3M portfolio of @ 4,000 customers. • Provide single point of contact for customers in designated accounts receivable portfolio assignment. Review all delinquent accounts and perform customer service related collection activities; spearhead next steps and follow-up action plans.• Analyze and resolve problems by coordinating with appropriate departments todrive operational excellence in the contract-to-cash application cycle.• Respond to external/internal inquiries regarding payment and case escalation status.• Meet established standards for accounts receivable performance.• Maintain detailed records of customer contact activities.• Partner with sales organization/dealers/field office management to communicate status of accounts and expedite resolution.• Awarded quarterly NeoStar Gold Award Dec 2018 for significant contributions to company performance

Milford Ct

Serves as the primary link between sales ordering and shipping organization. Responsible for the entry of manual equipment orders as well as verifying and modifying online equipment orders to ensure 100% completeness and accuracy.Serves as Team Conflict Resolution Representative, responsible for tracking, follow-up, and resolution of all department order conflicts in assigned timeframe to maximize revenue generation and ensure order completeness for auditing purposes.

Trumbull Ct

Reviews all assigned prior authorization Community and State Medicare clinical cases to determine auto-approval or further review by clinical nurse or doctor. Follows all standard operating procedures for approval or tasking according to Medicare guidelines. Contacts providers to obtain complete clinical information and reviews out-of-network cases as needed. Meets all department performance metrics and goals to ensure accuracy, completeness, and total compliance with CMS requirements. Nominated for Spot Recognition Award after just 90 days of employment for being cited for work standards by two managers on high-visibility Member Network Optimization project.Volunteered as a participant and model in the Angel Fund Fashion Show 2013 to benefit the Angel Fund children's charity.

Responsible for timely billing and follow-up of all inpatient and outpatient psychiatric and detox claims for St Vincent's Ascension Health behavioral health facilities, including St Vincent's main Medical Center. Ensures all guidelines are followed to meet expected reimbursement rates for Medicare, Medicaid, and 3rd party commercial payers. Researches and resolves all issues with government and commercial payers to maximize revenue generation.

Contacted HealthNet providers to recover monies paid out in errorConsistently exceeded department goals of 60 calls per month and $105,000 collected per month Researched and resolved claims issues to have reprocessed and repaid if necessary

Ensured 100% customer satisfaction by fostering a positive relationship between company and account.Identified training needs and played integral role in the development of new systems training.Delivered new systems training for department.Single point of contact for assigned accounts' invoicing, collecting, and reporting.Processed all orders for accounts' facsimile and copier equipment and delivered reporting to track and meet contracted delivery timeframes.Interfaced with different areas within company to track, research, and resolve any and all issues for assigned accounts.

Ensured adherence to sales comp plan and customer guidelines.Responsible for coding and processing all facsimile sales and rental contracts.

Responsible for invoice adjustments, credits, cancellations, and all billing for major facsimile accounts.

Consistently met or exceeded daily production goals for outbound calls.Responsible for collecting on outstanding supply invoices for major fax accounts.

Coordinated distribution of newly acquired fax machines to customers.Liaison between internal branches and customers for issue resolution.

Ensured customer satisfaction by providing timely billing/invoicing and accurate maintenance of customer database for major copier accounts.

Cross-trained new hires.Coordinated the design of customer ad plates for postage machines.Provided problem resolution in fast-paced production environment.Identified upgrade and cross-selling opportunities.

Certificate, Hospital Coding/Medical Reimbursement

Education record

Diploma, College Prep

Activities and Societies: National Honor Society, Features Writer for School Newspaper, Italian Club, Latin Club