Responsible for ensuring the company receives all necessary payments from its customers. The duties include building strong relationships with internal business development specialists and clients, monitoring accounts payable statements to identify payments owed, contacting customers or business partners to notify them of overdue payments.Responsibilities include:• Undertaking all collecting activities in accordance with the company policies for assigned accounts. • Addressing any customer queries• Keeping records of all collection activities by updating reports, notes and submitting required invoice adjustments to accounting.• Providing invoices and other pertinent documents to collect payments as necessary.• Investigating the reasons for delinquency to improve the process of timely payments.• Monitoring and addressing overdue accounts on a weekly basis to ensure necessary follow ups.• Contacting customers with overdue payments through various channels like phone, email, or letters.• Negotiating terms and payment dates with customers to facilitate debt resolution.• Working closely with other departments such as accounting, client relations and operations to resolve complex issues.

Primary responsibilities included:✓ Answering inbound customer calls to provide assistance with scheduling appointments and request for service✓Making outbound calls to schedule maintenance and service appointments✓Monitoring and responding to the company voicemail messages, emails, chat messaging and after hour answering service calls throughout the day✓Handled customer escalation calls and demands to diffuse and restore a positive customer experience✓Sent customers review links after service to capture feedback and increase positive Google reviews on the company website✓Collaborated with members of dispatch, sales, service and parts departments regarding customer requests and identify opportunities from service history to increase sales and satisfaction for recommended repairs or HVAC system replacements✓Occasionally assigned and dispatched technicians ✓Contributed feedback to standardize the maintenance plans and other ideas to increase interest of the company objectives✓Collections of past due payments for maintenance plans, services rendered and outstanding balances owed for installations which averaged an 85% success rate or higher✓Daily reporting and outreach to customers whose credit cards expired or declined and updated accounts to process past due payments in a timely manner✓Applied, reconciled receivables and Wells Fargo financing payments to customer accounts✓Contributed to driving revenue and customer value by explaining and enrolling customers in the annual maintenance plans and preparing those agreements✓Provided training and support to customer service new hires

Primary responsibilities included: ✓Greeting, checking in and out patients✓ Answering calls and scheduling patients with the providers✓Ensure patients complete the necessary intake forms, provide insurance information and identification✓Contact previous patient providers to transfer records✓Review and explain insurance benefits to patients✓Applied patient payments to their accounts✓Finalized end of day sales batches and reconciliation of deposits

Primary responsibilities included:✓Provided oversight of the front end operations and cashiers✓Performed cashier assistance, return processing, online purchasing assistance and recovery✓ Contributed to sales goals, store metrics, and adhering to floor merchandising, store operations and loss prevention standards✓Assisted managers and associates with customer inquiries and resolutions

Primary responsibilities included:✓Answered patient calls, emails and insurance faxes✓Scheduled patients for the doctor and massage therapists✓Provided patients and processed the necessary intake forms✓Reviewed and explained patient insurance benefits✓Applied and reconciled patient ledgers which included insurance remittance statements, resubmitting insurance claims, and transmission of electronic billing ✓Contributed to sales and wellness by promoting supplements, essential oils. and massage therapy ✓Refreshed office brochures and gift certificates✓Performed end of day sales batches and deposit reconciliation ✓Compiled the practice month-end and year-end sales reports ✓Reviewed applications, assisted in on-boarding and training of new hires

Primary responsibilities included:✓Licensed in the state of Pennsylvania and trained to provide real estate services to clients which included the compliance of the legal and fiduciary real estate fundamentals✓Support and guide clients through listing or home buying transactions to ensure expectations were met ✓Gather, provide and explain the current market conditions, pricing and legal requirements✓Assisted clients through the sale or purchase negotiations ✓Prepared and managed the legal documents for listing and purchasing of residential real estate to ensure compliance and integrity✓Hosted open houses, assisted clients with staging, and scheduled appointments for clients to see listings✓Oversight of all milestones for home buying and listing with the appropriate agencies, brokers, contractors. agents. mortgage and closing providers to finalize transactions

Primary responsibilities include:✓Oversaw the daily operations of an 18 team member call center and all aspects of providing a best in class customer experience, customer loyalty retention through hiring, training, and supporting a team of call center agents, leads, supervisors and temporary contractors✓Developed, initiated strategies and monitored all channels of inbound and outbound consumer contacts✓Accountable for customer satisfaction. retention and loyalty through interviewing, hiring, training, establishing/monitoring SLAs, setting goals, performance evaluations, initiating action plans, auditing, technology implementations, process improvements, business procedures and all policy adherence within the call center✓Produced reports specific to business units (Merchants, Store Operations, RIsk Management, Loss Prevention and Marketing) that identified trends by compiling data to make assessments for the business. Also created ad-hoc reports as directed by management based on current events that would impact the business✓Point of contact for all escalations (customers and non-customers), including those of a more sensitive nature that could potentially lead to bad press, boycotts, or possible litigation. These scenarios typically required research, investigations, and a thoughtful approach that often required partnering with HR, legal, risk and loss prevention to ensure a positive outcome.✓Participated in the Risk Management Committee with members from legal, merchants and store operations dedicated to identify potential safety hazards, safety of new products and stay apprised of product recalls to remain in compliance of the Consumer Product Safety Commission

Primary responsibilities include:✓Oversaw the daily operations of an 6 team member call center and all aspects of providing a best in class customer experience, customer loyalty retention through hiring, training, and supporting a team of call center agents✓Worked with IT to initiate a CRM software system to capture customer contacts, identify trends and develop reports✓Accountable for customer satisfaction. retention and loyalty through interviewing, hiring, training, establishing/monitoring SLAs, setting goals, performance evaluations, initiating action plans, auditing, technology implementations, process improvements, business procedures and all policy adherence within the call center✓Produced and provided customer service reports and warranty sales metrics by stores and district✓Point of contact for all escalations as noted above✓Continued to improve and extend the branded warranty program, POS enhancements to prompt eligible products for the appropriate plan, tracking metrics. incentive programs. contests. store communications that provided customer value and driving company revenue. Increased sales and product unit conversion ratios. These efforts took a 120k start up to to a successful 12+million dollar branded warranty program

Primary responsibilities include:✓Customer service department start up, interviewing and hiring 2 customer service representatives, answering inbound calls, documenting the nature of the contacts, providing a follow up with customers ✓Oversaw a store service coordinator and all retail in-store service programs for over 400 retail locations. Identified and expanded these service programs to increase overall customer experience and drive revenue. Included the development of POP and signage✓Vetted third party companies and worked to establish servicer agreements for standards, insurance obligations and set business expectations for the warranty and home delivery programs ✓Monitored the successes and identified gaps with vendors and worked to improve and expand assortment ✓Oversaw in-store service programs for golf club regripping. shortening and lengthening shafts, club fitting, club repairs, golf simulator, bike building and repairs, lodge services for scope mounting and sighting, bow restringing. Co2 refills, skate sharpening, tennis restringing and regripping, bowling ball drilling, and climbing walls to add customer value and drive revenue