Customer Service Manager

Shantrell Lewis

****************@*****.***

(Cell) 504-***-****

SUMMARY

Customer Service Professional with 10 years of Business to Business Credit and Collections experience

Monitored customer account details for non-payments, delayed payments, and other irregularities

Set customer credit lines and managed accounts to ensure meeting aging goals

Worked closely with AR Collectors, Sales, and AR Managers to effectively manage customer’s accounts

Analyzed customer account information to determine a recovery system and initiate collection efforts

Highly organized with the capacity to prioritize, easily adaptable to changes, excellent record of successfully meeting deadlines and working within tight schedules

EDUCATION

University of Phoenix – Online

Coursework completed towards Human Service Management Degree

TECHNICAL SKILLS

Microsoft Office Word, Outlook, PowerPoint, Excel, SAP, PeopleSoft, Wind Shuttle, DMSI

PROFESSIONAL EXPERIENCE

KForce INC, Atlanta, GA 07/2016- Current

Credit & Collections Coordinator for The Weather Company

Initiate contact to customers with past-due balances to arrange for payment of open invoices or as a reminder that invoices will be coming due soon

Initiate collection calls to major account customers, research and resolve past due/billing issues on complex accounts that have resulted in delinquent payment

Evaluate and understand assets that are at risk of becoming Bad Debt and introduce loss mitigation techniques.

Identify specific customers that show an increased risk of receivables not being collected across an entire portfolio of customers and Bi-Monthly calculating specific bad debt reserves needed to cover current and future potential losses

Work with other departments to resolve customer complaints and research account discrepancies as well as analyze receivables data for customers

Primesource Building Products, Inc. – Ellenwood, GA 11/2009 – 6/2016

Credit and Receivables Manager

Monitored customer account details for non-payments, delayed payments, and other irregularities

Carried out billing, collections, and A/R reporting activities according to specific deadlines

Set customer credit lines and managed accounts to ensure meeting aging goals

Investigated and resolved customer queries; focusing on root cause analysis in an effort to eliminate and solve customer issues

Ensured all necessary documents received support customer credit request

Analyzed customer account information to determine a recovery system and initiate collection efforts

Communicated with customers via phone, fax, email and letter to resolve open problem receivables

Assisted with month-end closing while processing invoices and customer statements

Processed debits, credits, and payments and applied credits to open invoices and debits

Invista-Stainmaster – Kennesaw, GA 6/2006 – 11/2008

Account Manager/Claims Representative

Developed and executed account plans for a designated sales territory to ensure retention while widening the product line

Communicated with customers via phone, email, mail or personally

Negotiated consumer warranty resolutions with consumers, mills, and dealers with results in customer satisfaction being met

Documented all chain completely and accurately in contact database

Achieved assigned sales and retention objectives

Updated and maintained invoice tracking spreadsheet

Served as a point of contact for feedback of vendors

Worked A/R report

Bellsouth Entertainment – Roswell, GA 9/2005 – 6/2006

Accounts Payable Specialist

Reviewed all invoices for appropriate documentation and approval prior to payment

Prioritized invoices according to cash discount potential and payment terms

Matched invoices to checks, obtained all signatures for checks and distributed checks accordingly

Reconciled vendor statements, researched and corrected discrepancies

Maintained files and documentation thoroughly and accurately, in accordance with company policy and accepted accounting practices

Cox Communication – Harahan, LA 8/2002 – 9/2005

Route Dispatch/Customer Service Manager

Reviewed daily route and weekly reports to ensure customer service and company policies and programs are maintained

Reviewed service frequencies to assure maximum sales without jeopardizing customer satisfaction

Ensured a safe working environment and safety policies secures necessary vehicles for route service personnel and insures proper maintenance of fleet

Worked with Senior Manager to develop and monitor goals and objectives

Worked directly with customers and processed orders for new orders and changes in service

Performed administrative functions to include scheduling, routing and other regular reports

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