LiveCareer-Resume

manager resume example with 8+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - - -
Summary

Competent professional offering for 9+ years’ experience in AP (Reimbursement), Collections, Transitions, Dispute Management, Billing Management, Accounts Receivable, Reporting and People Management. Thrive in a deadline intensive environment, multi-task, perform under pressure and meet deadlines. Ability to use sound judgment & decision-making skills and effectively perform in a self-directed environment. Promotes team spirit and works collaboratively to achieve team goals.

Skills
  • Domain Expertise – Expertise in AP (contractual Reimbursement), AR, Dispute Management and Master Credit Management
  • Process Management – SLA Management, Client Management, People Management
  • Quality Management – Driving continuous improvements through OE & Internal Audits
  • Teamwork and Collaboration
  • Problem Resolution
  • Employee Coaching and Motivation
Experience
11/2020 to Current
Manager Jones Lange Lasalle Inc. , ,
  • Managing 16 people for NA region with 2 Leads for Contractual Reimbursement process
  • Leading new ERP implementation project based on SAP S4 Hana
  • Responsible to control and maintain minimum rejection rate for MDM requests
  • Daily activities include responding to escalation calls & emails and resolving team queries
  • Performing weekly and monthly internal quality audits
  • Processing Key Accounts Payment post validating funding and deductions from the contract
  • Responsible for conducting Weekly and monthly governance meetings and ensuring a better stakeholder relationship
  • Training and coaching fellow team members and new joiners on the process front
  • Preparing SOP & process-flow charts to include the changes so that the process can be improved and documentation is up to date
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Led the transition for the entire Reimbursement process
08/2017 to 11/2020
Subject Matter Expert Kbr Levittown, ,
  • Worked in B2B Credit & Collections as Analyst
  • Assisted team of 20 associates with a portfolio worth over $200 million which consist of more than 3500 corporate accounts
  • Daily activities included responding on escalation calls & emails, creating & publishing daily dashboards (includes SLA’s and KPI’s reporting), responding on email queries
  • Performing and evaluating the quality audits for the complete collections team (including 50 individuals) for SLA perspective
  • Prepared scorecards for Agents and sharing with the lead on a monthly basis
  • Processing New Invoices, Dispute Management (Billing Errors, Charges Disputes, Tenure of payment disputes & any other disputes) and performing deductions
  • Assisting the team to meet their overall month end target on overdue value for the whole team
  • Work on the assigned escalations and/or dispute cases by the Managers to provide resolution
  • Developing and implementing automation in the process by working along with the business excellence & automation team to create tools to assist the team
  • Training fellow team members and new joiners on the process front
  • Preparing process-flow documentation to include the changes so that the process can be improved
  • Attending governance calls, process improvement project calls on a daily, weekly basis (per schedule)
  • Creating ad-hoc reporting to reflect the health of the process based on LOB’s
07/2014 to 03/2017
Senior Analyst Avion Solutions Huntsville, ,
  • Dashboards consolidate and arrange numbers, metrics and sometimes performance scorecards on a single screen
  • Fetching Insights from multiple databases and application sources & displayed together by blending data into a single visualization, dashboard or report
  • Aligned to Manual Billing Section to cater creating invoices and credit management for special customers as defined by client
  • Handle billing disputes, credit notes, Client calls, quality control checks and handling critical customer’s disputes and Project Execution
  • Developing customized analysis for specific business problems
  • Interact with clients and understand the business problem and able to provide appropriate solution
  • Have played a key role in keeping the count of disputes and credits in control, ensuring KPIs are met
  • Part of Task Force Team which ensures the Credit Notes Value being generated doesn’t exceed 3% of the total revenue as per defined target to avoid penalty to organization
  • Cross Trained for different LOBs as per Business Requirements which enhanced my knowledge regarding
  • Upstream and Downstream processes
  • Entrusted with the preparation of reports for Monthly charges using voice & data traffic raw dump that is shared by Client
  • Using this report as baseline data, other users within the team including myself create monthly Recurring invoices for special customers using an MS Access based tool
  • Completed project on Double Billing Reduction for the entire LOB
  • Have shown savings of $ 2M, this in turn improved revenue and reduced the credits generation considerably
  • This project helped to clear unapplied cash and brought down >60 days aged debt
  • SPOC for attendance marking, leave tracking & weekly ILC clocking for the entire LOB of 42 employees
  • Achievements
  • Have received appreciation from SPM/BPM, B2C Manager Community for great support in handling their customer issues
09/2013 to 02/2014
Analyst Blitz Agency , ,
  • Underwriting- Auditing the verification calls (crucial part of the operation department) and checking for the CIBIL record as well
  • Inbound process- Auditing the Inbound calls of the agents and maintaining the stability of each agent so that the business doesn’t impact
  • Outbound process- In this process, the agent gives a warm full greeting to the customer as he has taken the Loan from HOME CREDIT INDIA and provides some relevant information regarding the loan
  • ECS to Cash calling- In this process, Auditing is done for the agent as in he calls up the customer to inform them that due to xyz reasons your mode of payment is temporarily/permanently changed from ECS (electronic clearing services) to cash and tell the cash payment outlets as well
  • Cash pick up- In this process, Auditing is done for the agents who call up the customer in the morning to confirm whether to send our field executive to collect the payment or not?
  • Backend process- Checking the data which includes the customer Identification proofs which the customer provides while financing the product from the company
  • Compilation of data every week
  • Making PowerPoint presentations every week to judge whether business is improving and to what extent
  • Taking refresher of the agents who need extra guidance per week
  • Special task given every Monday by the manager regarding collections, auditing or doing re-audits of the team leaders of different departments.
Education and Training
Expected in 03/2013 to to
B. Com:
Delhi University - ,
GPA:
Expected in 01/2009 to to
12th: Commerce
C.B.S.E Board - ,
GPA:
Expected in 01/2007 to to
10th:
C.B.S.E Board - ,
GPA:
Activities and Honors
Competent professional offering for 8+ years’ experience in Collections, Transitions, Dispute Management, Billing Management, Accounts Receivable, Reporting and People Management. Thrive in a deadline intensive environment, multi-task, perform under pressure and meet deadlines. Ability to use sound judgment & decision-making skills and effectively perform in a self-directed environment. Promotes team spirit and works collaboratively to achieve team goals.

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Resume Overview

School Attended

  • Delhi University
  • C.B.S.E Board
  • C.B.S.E Board

Job Titles Held:

  • Manager
  • Subject Matter Expert
  • Senior Analyst
  • Analyst

Degrees

  • B. Com
  • 12th
  • 10th

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