Ronke O. Email and Phone Number

• Monitored customer accounts and database for non-payments, delayed payments, and other irregularities.• Review A/R aging weekly for outstanding miscellaneous and corporate billings.• Liaised with the Account receivable manager and credit collections department to address issues with check or credit card applications.• Posted payments cash, checks and credit card payment to customer accounts about 150 entries daily.• Oversaw accounts receivable write-offs, adjustments, and payment reversals.• Coordinated all cancellation/rescheduling requests with team.• Generated invoices from the ERP system (Quick books); followed up on past-due payments and skipped invoices by making outbound collection calls.• Created audit reports, pull attendees, charged outstanding balances, and made collection calls and emails as needed at 30 days and 90 days.• Reviewed outstanding attendees contact and performed audit with the ERP system all outstanding’s are paid in full at 14 days.

• Contacted clients via telephone or email to collect overdue payments on their credit cards, personal and business accounts• Responded to over 180 incoming calls and outbound calls daily in a friendly and professional manner with courtesy and empathy• Provided clients with the best credit solutions, using consultative to negotiate payment plans and terms with customers.• Analyzed customer accounts to identify overdue balances and educated clients on using RBC s digital assets in making payments to help keep them out of collections.• Prepared and sent out invoices and account statements, resolved billing, payment discrepancies and processed refunds, adjustments and reversals using sales platform, IRIS and Elements applications• Handled customer inquiries and disputes professionally and collaborated with the sales and customer service teams to address customer issues.• Conduct credit checks on new and existing customers to identify and escalate high-risk accounts to management• Investigated reason for delinquency and recommended write-offs for uncollectible

• Developed Use-cases for various Client Enrolment Process for the Client Web Application Project• Coordinated the documentation of Business Requirements and Business Rules for processes such as client onboarding, background checks, capturing country specific KYC and policy compliance.• Facilitated Requirement workshops to gather requirements for different business processes such as Document Creation process, Eligibility Load, Claims Client Assessment and Client Management Processes• Collaborated with an External Vendor to gather and document business requirements for automating business processes.• Constantly met with Major Stakeholders – Directors, Senior Managers, Subject Matter Expert (SME) and other members of the project team to review the progress of all the work packages within the project.• Interpreted data, analyzed results using statistical techniques and provided ongoing reports.• Work with business partners to develop concepts, requirements, design alternatives, work effort estimates, activity schedules and costs for implementation.• Created dashboard to monitor and track key performance indicators.• Upheld security and confidentiality of documents and data within area of responsibility.

• Created and constantly updated Integrated Project Log, which contains: Actions items, Issues, Risks and Decisions taken during the project meetings, requirement workshops and Use-case Design sessions.• Worked with business partners to develop concepts, requirements, design alternatives, work effort estimates, activity schedules and costs for implementation.• Delivered regular progress reports and weekly status reports to the Program Manager• Monitored project performance against the project plans, analyze and present results to management for implementing effective corrective actions.• Controlled and documented all changes to the project plan based on decisions during meetings.• Created and maintained detailed, comprehensive, and well-structured project plans, project Scenarios, project cases, project update reports and Summary reports.• Ensured documentation, supporting materials, and project plans are updated and readily available for internal teams and senior leaders.• Monitored progress in areas of focus and implement initiative-taking measures when progress deviates from plan.• Collaborated with functional consultants, technical consultants, business analysts, developers, architects, managers, and implementation partners to determine scope, estimate resource allocations and identify success criteria for the implementation of various initiatives.• Worked with project stakeholders to validate requirements and analysis models via techniques such as reviews and walkthroughs.• Ensured system specifications meet expectations/requirements and negotiated solutions.• Supported the product development lifecycle through eliciting, analyzing, and defining high-level business requirements.

• Monitored projects and performed quality measures to ensure deadlines are met and stakeholders’ needs are actualized.• Created and maintained support performance reports and provide regular updates, follow up with Operations and functional Management and identify and mitigate risks areas.• Maintained existing standards and establish new processes, standards, and reporting across all teams.• Maintained process documentation and train other departments as needed.• Managed communication plan including setting expectations, internal communications and external communications with stakeholders, partners, and vendors.• Identified and managed potential risks and issues, anticipate points of resistance, and develop specific plans to mitigate or address concerns.• Managed multiple initiatives and projects simultaneously and when necessary, lead them to successful delivery.• Managed the day-to-day relationship with the client including responsibilities to establish, maintain, and grow relationships with clients and keep on target throughout the lifecycle of a project.• Initiated triage meetings with teams regularly, deal with stakeholders, discuss defects and prioritized them.• Created and maintained detailed, comprehensive, and well-structured project plans, project Scenarios, project cases, project update reports and Summary reports.