Customer Service Sales

Jeannette "Tracy" Leaner-Moore

**** * ********* ***, ******, CO 80013

720-***-**** . **************@*****.***

ACCOUNTING // CUSTOMER SERVICE

Driving performance by cultivating people, profits, and processes - and

resolving complex problems.

Saved millions of dollars and satisfied customers through improved

accounting processes and dispute resolution. Skillfully resolve complex

issues with professionalism and strong focus on both customers and profits.

Relationship builder at all professional levels. Proficient communicator

and presenter.

Strengths include:

. Accounts Receivable

. Investigation/Analysis

. Dispute Resolution

. A/P Operations

. Research

. Account Reconciliations / Account Management

. Credit / Debit Memos

TECHNOLOGY SUMMARY

Proficient in Microsoft Office: Word, Excel, Access, PowerPoint, Proficient

with 10- Key by touch, keyboarding by touch, Outlook. Custom software

packages supporting accounts payable, accounts receivable and telecom

management databases including audit of time and expense sheets, data entry

PROFESSIONAL EXPERIENCE

Ajilon Finance/Gambro Renal Products, Lakewood, CO April 2009 -

Current

Regional Credit/Collection Manager - West Coast

. Place calls to US and Canadian to obtain payment commitments,

consistent with company objectives/initiatives; contributing to

lowering DSO 21 days from 44 to 23. Reach out to point of contact to

develop customer relationship.

. Review and release customer orders from credit review. Communicate

continuously with Customer service, Purchasing, Accounts Payable

departments and Sales consistent with company policy.

. Conducts credit investigations of new and existing customers. Extract

credit reports and customer financials for review of credit

worthiness.

. Research and reconcile all customer deductions, answer customer

inquires on invoices and initiates claims as needed after researching

validity of disputes. Aging reports pulled weekly and monthly for

customer review of account balances.

. Weekly regional cash forecasting for US-West Coast accounts.

. Records and analyzes journal entries, makes corrections and

adjustments, and reconciles assigned statements, accounts, and reports

in PeopleSoft and SAP.

Verizon Business, Highlands Ranch, CO June 2006 - February 2009

Telecommunications Financial Analyst

Oversaw billing of $10M+ in weekly portfolio. Supported 250 customers

including level corporate accounts. Evaluated service issues, resolved

diverse billing disputes and fostered goodwill to ensure customer

satisfaction and promote future revenue generation.

Dispute Resolution

. Reduced average dollars of new disputes from $32K to ~$18K, and

previously denied disputes from $500K to $20K or less, by researching and

reconciling new and previously denied complex billing disputes for

various top 50 corporate customers.

. Maintained monthly target goals on new issues simultaneously while

resolving old disputes. Multi-tasked and maintained heavy interaction

with customer, sales and accounts receivable staffs.

Auditing / Invoicing

. Navigated within multiple billing systems and databases such as as Excel,

AR2000, Ixplus, CARMS, F&E, Helms to manage data associated with each

customer. Tracked and updated customer disputes in various ticketing

systems (Bits-Siebel).

. Conducted monthly invoice reviews with key customers to identify

potential problems and ensure client satisfaction. Built relationships

and communicated with diplomacy and professionalism.

. Orchestrated cleanup of ~250 customers' accounts to bring balances to

zero based on settlement date.

. Targeted specific customer disputes based on age and dollar amount to

research and settle within 30 days, including issues that had escalated

to executive management.

. Achieved 62.8% accurate billing of client services through review of

service contracts/amendments.

Citi Financial, Denver, CO May 2005 - June 2006

Collections Specialist

A highly talented Bill collector with huge experience in locating and

notifying customers of delinquent accounts by telephone. Collected as

assigned on 30-60 days delinquent.

. Make at least 100 calls per day to clients/debtors.

. Confer with clients/debtors by telephone to determine reasons for

overdue payments and to review the terms of sales, service, or credit

contracts and determine appropriate strategy.

. Generate payments from clients/debtors. Negotiate credit extensions

when necessary.

. Locate and monitor overdue accounts, using computers and a variety of

automated systems.

. Locate and notify clients/debtors of delinquent accounts telephone in

order to solicit payment.

. Notify credit departments, order merchandise repossession or service

disconnection, and turn over account records to attorneys when

clients/debtors fail to respond to collection attempts.

. Perform various administrative functions for assigned accounts, such

as recording address changes and purging the records of deceased

clients/debtors.

. Persuade clients/debtors to pay amounts due on credit accounts, damage

claims, or nonpayable checks, or to return merchandise.

. Receive payments and post amounts paid to clients/debtors accounts.

. Record information about financial status of clients/debtors and

status of collection efforts.

. Trace delinquent clients/debtors to new addresses by inquiring at post

offices, telephone companies, credit bureaus, or through the

questioning of neighbors.

. Advise clients/debtors of necessary actions and strategies for debt

repayment.

. Sort and file correspondence, and perform miscellaneous clerical

duties such as answering correspondence and writing reports.

HCA/HealthOne/Brian Staffing, Denver, CO October 2003 - May 2005

Collections Specialist

Analyzed patient accounts to ensure customer satisfaction on insurance

payments.

. Reviewed insurance payment to verify correct payment per contract

. Issue refunds and appeal underpaid accounts

. Contact insurance carriers daily on accounts to ensure timely payejnts

on appeals.

. Work a variety of reports daily via Excel and Meditech, including CPAS

returns, lost accounts and credit balances.

Mental Health Corporation of Denver, Denver, CO November 1995 - July

2003

Team Support and Billing Coordinator

Performed support duties for staff of 50. Organized and maintained

department documents. Processed correspondence and expense reports.

Managed calendars and communications, scheduled meetings, and

consumer/patient appoinments, coordinated conference calls, and made

domestic and international travel arrangements. Managed special projects.

. Reconcile and distribute five different petty cash and client

reinforcement accounts.

. Collections of fees, balancing ledger cards and weekly statements,

writing compiled and distributed letters, and follow-up on accounts.

. Take team-meeting minutes and distribute File and maintain client

Medical Records.

. Customer service. Front desk duties included greeting and checking in

consumers

. Answered 16-line phone, TDD, copied, faxed, filed, and sorted mail.

. Input and maintain database for all past and present clients using

Microsoft Access.

. Compile statistical data and reports requested by team supervisors and

others within the CASP Division. Type all team correspondence

. Produce Productivity reports using Microsoft Excel.

. Process Medicaid/Medicare eligibility verifications for MIS sponsor

information.

. Post cash receipts-Medicare, Medicaid, third party.

. Research and process denied claims for collection of funds due.

. Submit monthly insurance billings-Medicare, electronically; third

party and special contracts, paper claims.

. Reconciliation of all Accounts Receivable to the general ledger and

other duties as needed in the Accounts Receivable department.

Contact this candidate