Michele R. Email & Phone Number

Littleton, Co, Us

Greenwood Village, Colorado, United States

I conducted daily audits of Automated Consumer Dispute Verification (ACDV) and Automated Universal Data (AUD) processes in ACES SLS, supporting the offsite team. I handled and resolved credit bureau disputes submitted by the three major credit reporting agencies, ensuring that all actions align with the latest CDIA guidelines for dispute reporting and Metro2 standards as detailed in the Credit Reporting Resource Guide.• I submitted manual updates to Credit Reporting Agencies (CRAs) for significant account status changes and provide necessary credit reporting documentation for legal inquiries.• I efficiently processed reporting change requests, reviewed, and managed multiple credit reports as required. Additionally, I processed legal credit corrections received from the Legal department.• As part of my role, I managed Automated Universal Data (AUD) interim maintenance requests, revising or deleting previously reported tradelines in e-Oscar as a data provider.• I also adjusted customer credit records by modifying counters in LoanServ and handling e-Oscar credit update requests with efficiency.• My responsibilities included managing Automated Consumer Dispute Verification (ACDV) cases through the eOscar system, ensuring accuracy and compliance throughout the process.

Greenwood Village, Co

I managed the RightFax mailbox, including distributing payoff quotes, handling unsuccessful requests, and updating investor guidelines quarterly. My role involved processing reports, verifying ACH billing, terminating delinquent accounts, and lifting call suppressions for deceased borrowers. I also monitored accounts for compliance, established ACH accounts, managed HELOC setups, and reported on deceased borrowers’ accounts to investors.• I handled customer correspondence, created FHA payoff quotes, managed DOJ financial package requests, and processed various HELOC-related tasks.• I tracked and validated customer inquiries and requests from mail or call centers, ensuring they’re accurately processed.• To stay current, I re-certified annually on key mortgage industry topics, including compliance, fraud policies, and cybersecurity.

Denver, Colorado, United States

I expedited customer payments by resolving invoicing issues with internal and external customers. This involved updating purchase orders (POs), correcting meter readings, and ensuring accurate billing for copier equipment. I reviewed contracts to ensure correct invoicing, adjusted billing discrepancies, and facilitated on-time customer payments.I improved customer satisfaction by manually creating credit/debit memos and verifying billing accuracy using large Excel spreadsheets. Detailed notes in customer accounts allowed smooth follow-ups. I identified and corrected system errors, reconciled cash applications, and ensured payments were properly recorded as "paid in full."I updated billing frequencies and handled equipment moves, ensuring correct addresses. I managed customer queries via work notifications, emails, and voicemails, resolving issues promptly. By collaborating with other teams, I expedited report processing and ensured invoicing accuracy.I managed a project to identify and fix duplicate contracts, improving cash flow and customer billing. I trained Order Management Processors and worked with the DEV and QA teams to test new Oracle edits, ensuring smooth equipment launches.After installation, I audited orders to confirm accurate invoicing and system reflection. I validated custom billing templates and used Data Load to bulk-correct errors in orders and pricing. I ensured business contracts matched shipped orders and reflected accurate pricing.I also processed quota reallocations and ensured timely equipment deliveries, addressing uninstalled backlogs. I provided support to Region Field Supervisors, Sales Managers, and Service Managers, resolving service issues and improving customer satisfaction. I handled inventory maintenance, exceptions, and customer satisfaction replacements to drive retention.Additionally, I processed equipment pickups upon contract expiration and handled lease buybacks and cancellations, ensuring accurate system updates.

Highlands Ranch, Colorado, United States

Experienced in collections, billing, and reconciliation of multi-million-dollar Business Partner accounts using the Avaya SAP T Accounting system and 10-key. Managed disputes and served as a key point of contact for the Technical Services Organization, overseeing maintenance and service website tickets. Processed tickets, escalated issues for service, and communicated feedback to Avaya associates and customers.Worked on the Expanets Account Executive Order Group, managing customer equipment inventories and facilitating upgrades or contract changes. Managed direct customer calls, processed correspondence, placed system/service orders, added maintenance contracts, handled billing inquiries, and resolved disputes for National accounts. Escalated dispatch tickets to Field Service for expedited resolution and monitored field associate/customer service calls to address missed commitments and customer concerns.Provided troubleshooting and technical support to small and mid-size business systems, including on-site programming assistance, upgrades, and maintenance. Coordinated repair services, including technician dispatches and equipment shipping to customer sites.Recognized with multiple awards for outstanding performance, including:Achiever of the Month (January & February 2001)Customer Excellence Award (2001)Team Player Award (2001)Customer Service Award (2001)Associate of the Quarter (2nd Quarter 2001)Achievement Award - Team Player (2001)100% Dispatch Ticket Quality Certificate (1999)Teamwork Certificate (1999)Sales Referral Achievement (1999, $112,529.00)Outstanding Performance Award (Top Billing Revenue, 1998)100% Customer Satisfaction Certificate (1998)