Customer Service Manager

Regina Gloyne

**** ********* #* . ******* *****, CA 90277

Phone: 310-***-**** . E-mail: *.******@*****.***

ADMINISTRATIVE ASSISTANT / BILLING / OFFICE MANAGER / CRM

SKILLS / KNOWLEDGE

Office Management Flexibility to work extended Scheduling Expertise

AP /AR /Payroll hours Decision making, critical

/Collections Exercises considerable thinking

Billing Administration discretion Strong Communications Skills

Administrative Support Extremely meticulous with Spreadsheet & Database Creation

Customer Service details

Management Expense Account Preparation Proficient in Excel, Word, &

Organizing / File Outlook

Maintenance

WORK EXPERIENCE

Ameriprise Financial - Torrance, CA 12/2010 -

Current

Temporary Employment: Personal/Administrative Assistant

. Scheduled appointments. Answered calls and handled inquiries.

. Organized travel and prepared travel itineraries.

. Conducted research on the internet,

. Preparing presentations, spreadsheets and memos.

. Managed and reviewed filing system.

. Ran personal and business related errands.

Dental and Orthodontics/Thomas, C - Valencia, CA 12/2009 -

10/2010

Temporary Employment: Front Offices Assistant

. Scheduling appointments.

. Greet patients.

. Answered questions, provide and assist with paperwork for new potential

patients.

. Received payments and handle any billing concerns.

The Sports Club Company, Inc (Corporate Office) / Spectrum Clubs, Los

Angeles, CA 02/1998 - 10/2009

Administrative Support, Accounts Receivable Clerk, Billing Manager,

Member/Customer Service Manager

Collaborate with CFO and Controller to oversee operations of membership

financial services. Operate and manage the billing system for ten clubs

nationwide including a member base of about 52, 000 accounts and over $8.3

million dollars in receivables and applications of payments.

. Reviewed and calculated billing income and prepared customer statements,

including monthly and annual invoicing, prepared bank deposits, ACH

process, posted payments, EFT payments, lock box payments,, POS charges,

applied credit/debit adjustments, processed refunds and referral checks,

petty cash, manage aging, reconciled accounts, month end closing process

as well as initiating collection procedures.

. Researched and processed billing disputes, charge backs, and NSF returns.

. Prepare and maintain monthly retention, status and dues analysis reports

for Executives and Managers.

. Provided administrative support to the Chief Financial Officer, Corporate

Controller, and General Managers.

. Played a pivotal role in assisting Corporate Sales Manager in structuring

packages, maintained database, processed corporate billing, prepared

weekly sales report, negotiated renewal rates and updated pricing lists.

. Reviewed/routed incoming and outgoing correspondence and inquiries

. Fostered an environment in which Members would experience five-star

hospitality and unparalleled customer service, motivated employees to

deliver top performance.

. Execute large-scale mailings and manuals.

Key Achievements

. Selected by Corporate Executives to fill a one of three key positions as

a consultant on the development and creation of the $5 million dollar

customized "Accounts Receivable-Billing Membership System."

. Engineered departmental systems and procedures for centralized

Member/Customer Service Office.

. Assist with the conversion and implementation of the SuperCharge software

system, which successfully streamlined the monthly EFT Return process,

improved services, increased monthly revenue by $80,000, and reduced

monthly cost of Merchant Account fees by $9,000.

. Co-designed and developed training and SOP manual.

. Recognized for dedication and drive for excellence as well as exceptional

organizational and follow-through skills. Reputed as the "go-to" person to

get the job done correctly in a timely manner.

West End and South End Racquet & Health Clubs, Torrance, CA

05/1988 - 12/1997

Office Manager, Accounts Receivable, Billing Manager, Administrative

Support

Repeatedly promoted during 9-year tenure with the West End and South End

Racquet & Health Clubs, culminating in responsibilities for managing and

coordinating day to day operation of business office, monthly and annual

billing factions, administrative support to President and General Manager,

human resources policies and procedures, payroll and quarterly tax

preparation, supervised administrative team and overseeing Reception Desk,

Kid's Club and Court Staff

. Administrative tasks, including schedules, coordinating meetings, order

office supplies, file maintenance, large-scale mailings, mail

distribution, reviewed/ routed incoming and outgoing correspondence and

special projects.

. Prepared bank deposits, posted payments, EFT payments, reconciling

accounts, billing disputes, NSF returns, chargeback's, applied

credit/debit adjustments, processed refunds, petty cash, manage aging, POS

charges, and initiating collection procedures.

. Light human recourse functions, including hiring, training, processed

confidential employee records such as salary changes, commission,

absenteeism reports, and evaluations

. Ensured the accuracy of preliminary and final payroll reports, time

sheets, and funds distribution

. Assist in preparation of an execution of special events; i.e., Tennis,

Racquet Ball and Squash Tournaments, Kid's Summer Camp and Member

Appreciation parties.

. Greeted member/customers, responded to, and resolved customer issues and

inquiries.

Key Achievements

. Trained in Columbus, Ohio at the Checkfree Corporations to perform the

conversion and the implementation of the new successful automated billing

process, converting from a DOS-based, manual system to an efficient and

effective electronic process that increases efficiency, accuracy and

profitability of the billing process.

. Creator and editor of the monthly newsletter.

EDUCATION

El Camino College - Torrance, CA

California State University Dominguez Hills - Carson, CA

CSUDH - Extended Education - Carson, CA - Certificate: Administrative

Assistant Applications

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