Manager Customer Service
Resume:
MARIE RICHO
Atlanta, Georgia 30031
*****.*****@*****.***
OBJECTIVE/SUMMARY
An effective and systematic team leader with over twenty years experience
in accounts receivables, collections, customer service, and staff training
EMPLOYMENT SUMMARY
Albertelli Law (1/09 - 06/2011)
Legal Assistant
. Responsible for preparation of Middle & Northern Chapter 7 & 13
Affidavits, Proofs of Claim and Motions for Relief to include
scheduling and preparing hearing packages and briefs for internal and
external counsel; work closely with the Bankruptcy Attorney to move
the files through the system accurately and efficiently
. Process invoices and post billing fees and other costs to client
accounts; resolving identified discrepancies within 30 days or mandated
timeframes
. Manage the vendor order process, addressing statement review and issuing
account credits as warranted
. Monitor various client systems using LPS, Vendorscape, Lenstar) to
credit electronic payments and prevent connectivity issues during
account servicing
. Provide written and/or telephonic updates to clients regarding
proceedings and case statuses
Drive Time Car Sales, Inc. (12/02 - 12/08)
Senior Loan Representative
. Met with potential customers to provide an overview of the loan
application process and review documents for accuracy; Analyzed
financial data to determine appropriate debt rations for automobile
purchases
. Analyzed financial data to determine appropriate debt ratios for
automobile purchase
. Collected on delinquent loans in excess of 100k annually; processed
electronic payments and resolved account billing issues within
benchmarked timeframes
. Established team guidelines for moving accounts to current status and
process to update credit bureaus
. Created and disseminated collection letters outlining account delinquency
status
. Assisted with training of new loan representatives and Fair Debt
Collection Practices
General Electric (01/01 - 04/02)
Bankruptcy/Probate Specialist
. Processed electronic payments to card-holder accounts to ensure timely
payments.
. Instrumental in the redesign of the staff workflow processes to
ensure payments were posted promptly
. Collaborated with the Bankruptcy Trustee and Plan Administrators to
advise them of client contractual changes and payment discrepancies
. Processed 800k in payments including business to business
collections; reconciled the month-end journal to ensure general
ledgers were balanced monthly
. Created and maintained the Bankruptcy & Probate Staff Training Manual
highlighting the end-to-end process and Fair Debt Collection Policies
and Practices
. Teamed with Corporate Legal to review Probate cases to minimize
potential risk loss
COVAD Communications (05/00 - 12/00)
Service Delivery Specialist
. Coordinated installation, setup, and testing of DSL service for new
customers
. Trained staff on the technical aspects of installation and
troubleshooting accounts
. Assisted with the transition of 100,000 customer accounts during AT&T
acquisition and subsequent dissolution of COVAD Communications
First Investors Financial Services (09/99 - 05/00)
Account Manager
. Collected on 120-day delinquent automobile loans
. Resolved escalated customer complaints within mandated corporate two-
day turnaround timeframe, reconciling accounting errors as identified
. Communicated available deferred payment options through extension
programs
Travelers Property and Surety Company of America (08/98 - 09/99)
Account Underwriter
. Approved acceptance or renewal of bonds estimated up to one million
dollars
. Audited D&B credit reports and Big 8 Accounting files for accuracy
. Researched and verified employment and references on Fidelity Bond
Applications
. Completed daily and month-end reconciliation of customer accounts
. Completed business-to-business collections on delinquent account
J.C. Penney, Inc. (01/95 - 06/98)
Assistant Manager
. Supervised 22 collection representatives in the completion of daily
activities
. Coordinated hiring and assisted in the training of new associates
. Provided quality of service telephone monitoring for the Collections
Department
. Acted as the corporate liaison responsible for review and resolution
of escalated complaints
Senior Account Manager (01/93 - 12/94)
. Assigned and prioritized assignments for fifteen (15) staff members
responsible for establishing payment plans or initiation of customer
account closures
. Managed regional automated payment processing through third party
billing agents
. Authorized and documented account status changes within the
department or to vendors
. Collaborated with TRW and Equifax to implement changes to company
protocol
Account Manager I (06/90 - 12/92)
. Contacted customers to establish payment plans or initiate closure
. Served as department trainer for new associates
. Consulted with credit bureau staff to update or correct consumer
files
. Performed skip tracing to ascertain location of delinquent account
holders
EDUCATION
Morris Brown College Business Course Load
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