Customer Service Quality Assurance
Resume:
DIANNA KANNARR
***** ** ***** ***** . ****, WA **042
253-***-**** . *********@***.***
ACCOUNTS RECEIVABLE / CREDIT MANAGEMENT / COLLECTIONS
Broadly experienced financial services and customer care professional.
Knowledgeable, analytical, and personable with excellent problem-solving
skills and strengths in areas of credit and collection, financial planning
and reporting, and risk management. Proven ability to drive business growth
and improve workflow efficiencies while maintaining the highest standards
in customer service and adherence to regulatory guidelines. Proficient in
the use of collection and database systems. Core competencies include:
Accounts Receivable
Credit Management
Dun & Bradstreet
Collections
Accounts Payable
Invoicing
Customer Care
Reconciliations
Quality Assurance
Follow-up
CAREER HIGHLIGHTS
Developed an Accounts Receivable Department, increasing operations
efficiency while
Maintaining customer relationships.
. Collected a past due government invoice of $135,000 by proactively
locating the
Responsible party who neglected to schedule the required pre-
payment inspection.
. Collection Goal (Over 90 days) for 2011 set at 15%, at end of 2011 it
was 5%.
. Reconciled major account (never been reconciled) with their A/P and
only wrote off a small balance to bad debt.
PROFESSIONAL EXPERIENCE
Southern Wine & Spirits of America, Inc, Puyallup, WA
Jan 2013- Aug 2013
SWS is the nation's largest wine and spirits distributor and broker in 35
markets.
Supplier Billing Coordinator
. Responsible for collections of supplier and distributor transfer
invoices for Pacific Northwest Brokerage and SWS-WA, contacted by
phone calls and sending emails
. Prepare write offs, charge backs and master data changes. Scanned and
transferred thru workflow to corporate office for posting to supplier
accounts
. Prepare grant applications for suppliers to clear invoices from their
account
. Prepare grant analysis's showing history of debits and credits for
grant applications, when requested by supplier
. Replied to emails and phone calls providing supplier requests
(invoices, backup, etc)
. Researched discount participations and depletion allowances on brands
for suppliers
. Emails to brand managers for approval of write offs, LMF grant
applications and shutting off discount participations and depletion
allowances of brands
. Scanned and transferred thru workflow commissions and incentives to
corporate office monthly
. Coded and copied checks received to send to corporate office as needed
Parallels, Renton, WA
2010- 2012
Worldwide leader in virtualization and automation software that optimizes
computing for consumers, businesses, and service provider.
Senior Collection Specialist
US Accounts Receivable, credit management and collections.
. Responsible for collections, entry of debit and credit memos for 5
major channel accounts.
. Called or emailed past due accounts daily, updated customer accounts
with notes. Advised and assisted sales with resolution of issues
preventing payment.
. Analyzed and reviewed documents, including Dun and Bradstreet reports
to establish credit limit and terms for new customers. Escalated
delinquencies to outside collection agencies and legal groups.
. Maintained customer accounts by updating payment terms, payments
methods, new addresses, emails and phone numbers.
. Updated bank spreadsheet daily with current balances, emailed to VP
Finance daily.
. Handled daily bank deposits, entry of all incoming cash (A/R, Non-A/R
and intercompany) posted transactions to general ledger.
. Assisted with weekly cash forecasting.
. Processed credit card payments as needed, application of PayPal
payments
. Processed invoices for Cornerstone daily and application of cash
receipts pertaining to Cornerstone.
. Monthly Reconciliation of Merchant Credit Card Spreadsheet with credit
card receipts deposited in bank.
. Reconciled spreadsheets with G/L to ensure accuracy of month-end
numbers
Brandrud Furniture, Inc., Auburn, WA 2005 - 2010
Leading manufacturer of healthcare furniture and office environments.
Accounts Receivable Specialist
Managed all aspects of accounts receivable, accounts, credit management,
and collections.
. Setup and maintained customer accounts, which included keeping accurate
spreadsheet for new order deposits, generating invoices for all
shipments, handling daily bank deposits and cash application to customer
accounts, and posting transactions to general ledger.
. Advised customer service and sales representatives about non-payment
issues. Escalated delinquencies to outside collection agencies and legal
groups when needed. Handled daily credit holds, reviews and releases.
. Analyzed and reviewed documents, including Dun and Bradstreet reports to
establish credit limit and terms.
. Performed checks and balances by analyzing spreadsheets and running
reports to ensure accuracy of month-end numbers.
. Processed journal entries for inter-company, dealer commissions, sales
representative commissions and contracts.
Transgroup Worldwide Logistics, SeaTac, WA 2003 - 2004
A full-service domestic and international transportation and logistics
provider.
Unit Collection Manager
Managed collection calls for Transgroup stations in Dallas, Atlanta, San
Francisco, Salt Lake City, Memphis, Mobile, and Orlando.
. Resolved nonpayment issues with customers and station managers.
. Entered collection information and follow-up dates in collection
program.
. Performed account reconciliations.
. Prepared paperwork for legal department.
. Managed all credit card transactions for 8 collectors.
TRAINING & CERTIFICATION
National Association of Credit Management Classes through Tacoma Community
College:
Credit and Collections Principles
Legal Aspects of Credit Management
Analyzing Financial Statements
Advanced Credit Management
Accounting for Credit Managers
Washington State Notary License -- 2008
Microsoft Office: Excel, Word & Outlook
Softwares: AS400, Syteline, Acumatica, Solomon, Minisoft, Great Plains
Linked-In
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