• Prioritize collection calls, account reconciliations, disputes and/or discrepancies to be resolved for a $65M portfolio. • Maintain weekly, bi-weekly, and monthly spreadsheets/department account reporting (includes record of disputes, internal/external customer correspondence, actions taken and escalation points).• Record detailed notes of all collection activity related to customer accounts and document root causes at transaction level.• Monitor and track the daily analysis of billing discrepancies, past due invoices, customer disputed invoices/short-payments and unapplied cash on a very high volume-based activity.• Keep management informed of all potential risk exposure discovered during collections process.• Recommend accounts for write-off or bad-debt reserve.• Lead calls with varying levels of business stakeholders and management at local plant/mill and sales level to obtain necessary information to resolve aged balances. • Meet and exceed monthly cash flow targets determined by management.

AirgasCollection Specialist 8/2018 - 8/2021Contact business/commercial customers on past due accounts via phone or email in a fast paced, goal oriented environment.Provide customer service regarding account and collection issues.Assist customers with account reconciliation questions and discrepancies as needed. Contact customer and resolve short payments/ remittance questions.Communicate closely with Cash applications team. Process customer refunds.Review and process account adjustments, credit memos and small balance write-offs. Accountable for reducing delinquency for assigned accounts.Review and release and/or hold customer orders based on account status (credit limit, past due invoices, etc)Work with Sales Dept to ensure that accounts are managed efficiently. Establish and maintain effective and cooperative working relationships with all other departments (Sales, Billing, Shipping, Contracts). Ability to adapt to a rapidly-changing environment and understand/utilize new technologies and tools.

• Manage relationships and receivables, ranging from $800K - $3M for high profile client. • Build effective relationships with key customers and internal Sales team to manage risk, credit decisions, and maximize cash flow. • Collaborate with the cash application team.• Resolve high volume/complex account discrepancies to achieve SLA's, prevent aging of past due and reduce Bad Debt exposure. • Assist with cash applications, inclusive to credit card transactions.• Liaison between client, sales, billing and customer service and sales operations.• Daily generation and routing of invoices/statements via excel, EDI, email.• Research/resolve unexpected cash variances pertaining to shortages or overpayments.• Analyzed D&B data to determine credit worthiness expose collection risk or decide on escalations to collection agencies.• Ensuring all customer credits, refunds or discounts are managed daily.• Manage customer queries and payment/collection related issues to agreed targets and quality standards.• Assist with new hire training and development.• Active participation in systems improvement/ implementation.• Participate in departmental projects as needed.• Research and resolve credit balances in assigned portfolio.• Cover for other team colleagues as required.• Prepare monthly reports for management.

• Supported the Cash Application and Credit and Collection team by processing credits and debits associated with customer charge backs and bank returns in SAP daily.• Processed customer and/or partner orders and quotes verifying for accuracy. • Responsible for complex order processing issues and data entry projects.• Responsible for processing payroll/time and billing orders, and credits and needed.• Serves as liaison between sales and clients, earning confidence with reliable follow through and clear communication.• Performed various task in support of sales operations and/or backup assistance to other team members as needed.• Secure revenue through increased product knowledge and training by identifying and making recommendations for department improvements as needed.• Investigated and resolved order-processing issues by following the Standard Operating Procedures in place.

• Lead helpdesk agents directing team members on SAP error resolution while serving as primary point-of-contact.• Assisted with SAP system/operations related questions due to advanced training on SAP processes. • Provided coach, mentor role to the team, and served as managerial contact to provide reliable and effective leadership assistance when manager was unavailable.• Ensured quality customer service by leading continuous improvement cycle through analysis of employee metrics, auditing calls and chats.• Responsible for motivating and encouraging agents through positive communication and feedback.• Displayed effective leadership assistance when manager was unavailable.• Fostered relationships with cross-functional teams to effectively swarm issues for faster resolution and knowledge capture.• Affected the team’s operations by always being visible on the floor to assist the agents.• Assisted with SAP system/operations related questions due to advanced training on SAP processes.• Ensured quality customer service by leading continuous improvement cycle through analysis of employee metrics, auditing calls and chats.• Collaborated in bi-weekly call and chat calibrations to ensure consistent quality expectations from management team• Assisted with recruiting new staff through interviewing.• Documented and published troubleshooting procedures and methods required to diagnose and resolve customer inquiries/issues using Synergy Knowledge Management.

• Approved/rejected daily direct deposit transactions.• Initiated collections process for direct deposit customers with delinquent accounts.• Monitored and resolved insufficient funds and direct deposit payroll returns from Bank of America• Reviewed monthly exceptions reports and wire transfer mailbox to close debt/insufficient funds collections.• Processed daily payroll reversals, automatic clearing, house files, payroll returns for Bank of America, as well as credits for customers.• Updated pre-note status for direct deposit customers.• Completed daily communication to direct deposit customers through mail merge.