Driven, forward-thinking, proactive professional, with over fifteen years of Customer Service, and Support
Specialist experience; leading teams and serving clients of diverse backgrounds. An efficient, team-oriented,
motivated leader, with exceptional interpersonal communication skills, who demonstrates strong work ethics,
and is committed to producing quality results. Provide Exceptional Customer Service with extensive experience
in collaboration, streamlining processes for performance improvements, implementing new practices, and
measuring overall performance. Adaptable in working in environments undergoing constant change, while
maintaining a positive attitude; with integrity, and consistency in upholding an organizations value system.
Receivable, Accounts Payable, Dispatch, Microsoft word, Excel, Powerpoint, Data Entry, Database
Management, Data Analysis, Typing, Business Development
Analytics and evaluations
and decision maker
Prioritization and time management
Strategic Selling Methods
Senior Accounts Receivable Specialist07/2016 to CurrentAll Guard Alarm Systems, IncLivermore, CA
Responsible for Processing and posting customer payments which included checks, credit cards and EFT's.
Processed monthly automatic payments.
Generated a spread sheet with pertinent account information.
Export mail merge data to send out mass payment declined notification letters.
Transmitted all electronic
Process and post cash receipt journal entries, account reconciliations, and expense analysis
Prepared large check batches for input into electronic bank deposit capture.
Reconciled daily accounts receivable into spreadsheet program and cross checked totals with batch
Produced and monitored aging reports.
Modified and created accelerated invoices for cancelled
Sent final demand letters.
Performing end of month closeout functions including: Reconciliation, financial status reports, final invoices,
submitting backup documentation to support expenses, reviewing GL transactions to ensure accuracy and
complete journal entries.
Provide clients with superior customer service and effective solutions regarding account inquiries.
Responsible for collecting past due invoices.
Manage billing and collection calls with a highly serviceable
Analyze and research information regarding customer account activity.
Reviewed and comprehend
contract agreements, invoices and other related documentation.
Extensive written documentation and record
keeping of all calls and activities using accounting software.
Execute timely delivery of assigned tasks including
follow up conversations with residential and commercial customers.
Account Manager07/2011 to 04/2016BBBOakland, CA
Analyzes client concerns and complaints, and implements solutions, reducing consumer cancellation
requests by 90% and exceeding consumer and management expectations.
Manages approximately 4000 accredited businesses, successfully handling up to 95 calls/queries daily.
Reviews BBB membership accounts and ensures compliance with the BBB code of ethics.
Processes and negotiates payment arrangements with clients.
Maintains organization database, ensuring information is current, including but not limited to active URL,
licenses, contact information, company size and annual gross sales and customer numbers.
Cross-sells additional products, services and advertising to accredited businesses, employing knowledge
of clients and their needs.
Assists with marketing and advertising based upon extensive experience with products and clients; meets
all goals and provides client satisfaction resulting in on-going sales.
11/2006 to 01/2009AT&T Advertising Solutions
Used extensive communication skills to answer 80% of calls within 30 seconds; adhered to wrap and idle
Researched and provided detailed and timely sales and marketing information to clients, assisting them in
selecting appropriate products.
Maintained and reconciled detailed collection inventory, negotiated and processed account adjustments.
Monitored accounts for payments and timely submission, working with clients to close out accounts.
Researched claims to resolve customer concerns and complaints, retaining customers at high level.
Cross-sold wireless services and Internet advertising, meeting sales goals and ensuring return customers.
Discussed billing, due dates, and remaining contract obligations with clients, resulting in client satisfaction
and payment in full.
Dispatcher/ Emergency Road Service Rep04/2003 to 11/2006AAA Insurance CompanyLivermore, CA
Routed members' requests for road service and safety concerns to appropriate party.
Discussed membership status, upgrade benefits and retention and accepted payments.
Achieved 100% call center and customer satisfaction in monitored calls.