Customer Service Manager
Resume:
LISA GOLDSBERRY
White Plains, MD 20695
**************@*******.***
OBJECTIVE: Senior position which affords the opportunity to utilize years of extensive
Credit and Collections, Accounts Receivable and Customer Service experience
QUALIFICATIONS: Sixteen+ years experience in Credit and Collections, Accounts Receivable and Customer Service
Strong organizational, business, and communication skills
Knowledge of Accounting, Microsoft Office, and Outlook Software
Ability to effectively plan, coordinate and meet deadlines
Reliable independently and with a team
EDUCATION: Kee Business College, Richmond, VA
Information Processing
EXPERIENCE: Otis Elevator Company Landover, MD 2008-2010
Senior Collection Coordinator
• Served as Regional Collection Coordinator for three branch offices - MD, DC and VA
• Managed an account base of 7000 accounts – 2000/3000 active monthly
• Performed collection activity on elevator maintenance contract accounts and elevator
open order service accounts – ranging $250.00 to $250,000.00
• Teleconferenced and met monthly with Branch Managers, Corporate Finance Managers,
Regional Manager, and Account Managers to review open receivables for skipped
maintenance, open order, and top ten reserves
• Actively collaborated with Service Account Managers, Branch Managers and Regional
Finance Managers to maintain desired DSO
• Routinely received responsibility for special projects from General Manager, Branch
Managers, Account Managers and Corporate Finance Managers
• Analyzed and resolved misapplied payments using JD Edwards software
• Reviewed short payments
• Applied unidentified cash and credit on accounts
• Processed bad debt write-offs
• Processed credits and refunds
• Processed credit card and check payments
• Processed lien waiver releases
• Prepared accounts for the outsourced collection agency and legal department
• Used Microsoft Office and S2C to compose duplicate invoices, credit memos, and
collection letters for distribution to clients via email, fax, or postal service
• Prepared and maintained monthly Microsoft Excel spreadsheet for corporate finance
• Independently managed customer service requests for three branches
• Processed W9 request, tax-exempt certificates and address corrections
• Interacted with Branch Managers, Regional Manager, Corporate Finance Managers,
Service Account Managers, New Equipment Managers, Billing, Accounts Payable, Payroll,
Human Resource, Branch Administrators and Regional Collectors
Amerada Hess Corporation Alexandria, VA 1997-2001
“And Previous Owner Statoil Energy, Inc.”
Senior Collection Specialist
• Managed an account base of 1,200 accounts
• Performed pre-collection activity on gas and electric accounts ranging
$50,000.00 - $30,000,000.00 net 10 days
• Performed past due collection activity on gas and electric accounts ranging
$100.00 - $30,000,000.00 over net 30 days.
• Forecasted cash to treasury and coordinated net payments
• Recommended write-offs and collection agency accounts
• Finalized system generated credits
• Reviewed and updated weekly credit exception report
• Maintained and reviewed lock-box receipts
• Prepared special billing instruction report
• Researched cash on accounts and prepared refunds or application of cash
• Reported disputes and gas short payments along with support
• Processed and mailed credit memos, invoices and dunning notices
• Interacted with CFO, Credit and Collections Manager, Sales, Treasury, Operations, Credit
Department, Accounts Payable, Office Administrators and General Ledger
American Paging, Inc. Burtonsville, MD 1989-1996
Senior Collector
• Supervised department of five collectors and all collection activities
for Telecommunications Company
• Managed an account base of 700 to 1000 accounts
• Determined and processed accounts for cancellation and write-off
• Interacted with outsource-collection agency
• Processed bankruptcies
• Processed credit card and cash payments
• Interacted with Collections Manager, Collection Staff, Sales, Customer Service, Inventory,
Office Administrators, Human Resource and General Manager
Emporia Credit Service Emporia, VA 1986-1989
Collector
• Performed collection of delinquent accounts ranging $25.00 to $2,500,00 for
Medical Collection Agency
• Skip-traced bad debt customers
• Data entry of new accounts into agency account base.
• Interacted with Office Manager, Assistant Office Manager, General Manager, Office
Administrators, Data Entry and other Collectors
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