Business Administration

Claudia Esparza

*************@*****.*** / 210-***-****

Objective

Highly personable Bilingual Professional with successful experience in customer service, administrative, billing and account finance, claims and sales processing, and call-center operations. Recognized for initiative and delivering exceptional service. Skills & Abilities

I am dependable, self-motivated and initiate without formal direction. Possess good interpersonal skills. Effective organizational skills

and able to handle multiple tasks and priorities with ease. Extensively experienced and goal-oriented individual. Organized, highly

motivated, and detail directed problem solver. Talent for identifying customer needs. Demonstrated ability to gain customer trust and provide exceptional customer service.

Core competencies and areas of expertise include but not limited to: Billing & Account Management

Time Management and Organization Skills

Bilingual Customer Service

Promotions/Marketing

SAP/Concur

Marketron

Sales Force Database

ICOMS/CSG

Get Paid

People Soft

Billtrust

Blackbox

Microsoft Office

Education

Strayer University, San Antonio, Texas

Bachelors in Business Administration

Anticipated Graduation December 2020

Palo Alto College, San Antonio, Texas

Major Study: Communications

National Institute of Technology, San Antonio, Texas Diploma in Business Administration July 2001

Professional Experience

IHeart Media/Clear Channel Outdoor, San Antonio Texas February 2017 – Current Accounts Collection Specialist(February 2017 - Current)

Contact customers by phone or email to resolve past due balances and obtain payment status.

Negotiate acceptable payment arrangements where necessary and follow up on them in a timely manner.

Accurately document comments/actions taken on customer accounts to maintain history record

Conduct research and reconciliations on invoice disputes

Submit billing requests to Billing Department regarding account discrepancies

Deliver customer service to internal/external customer inquiries on collection status and requests for information

Prepare accounts for external collections

Process payments via telephone through BillTrust system

Handle all Spanish customers in Dominican Republic

Obtain approvals on account defaults and early cancellations from Sales and Finance Managers Page 2

KForce – Clear Channel Outdoor, San Antonio, Texas October 2016 – February 2017 Accounts Collection Specialist - Contractor(October 2016 – February 2017)

Contact customers by phone or email to resolve past due balances and obtain payment status.

Negotiate acceptable payment arrangements where necessary and follow up on them in a timely manner.

Accurately document comments/actions taken on customer accounts to maintain history record

Conduct research and reconciliations on invoice disputes

Submit billing requests to Billing Department regarding account discrepancies

Deliver customer service to internal/external customer inquiries on collection status and requests for information

Prepare accounts for external collections

Process payments via telephone through BillTrust system

Handle all Spanish customers in Dominican Republic Vilore Foods Co. Inc., San Antonio, Texas January 2015 – September 2016 Accounts Receivable Analyst(September 2015 – September 2016)

Process incoming payments via check or wire transfer in SAP Payment Module system

Apply deductions taken by customer and verify correct deduction amounts are equivalent with Promo Planner

Research back up documentation for all deductions (ie. Bill Back promotions, truckload incentives, food show promotions)

Attempt to collect on all past due invoices with brokers via email and telephone as well as provide Aging Reports to indicate customer’s outstanding balances

Submit all shortage and damage costs to sales managers and traffic department for credit submissions Sales Administrator (January 2015 – September 2015)

Maintain Promotional Planners for region and create SPRs based on Promotional Plan and budget stipulations

Communicate promotions information with customers to ensure they are aware of promo start/end dates

Establish and maintain a relationship with local customers/brokers as well as out of town customers/brokers via phone and email

Analyze and process check requests from Customer/Broker

Assist AR by monitoring weekly aging reports and communicate any on hold status account information with sales managers

Inform customers and brokers of any out of stock products and ETA of replenishment per Order Processing department

Process monthly Expense Reports for regional and divisional sales managers and assist with travel arrangements

Assist regional sales manager with weekly sales reports as well as review spin reports for promotional credit bill backs and rebates

Assist Marketing with magazine advertisements and announcements Integrity WFS / Tesoro Corporation, San Antonio, Texas October 2014 – January 2015 Business Service Center Representative (Contractor)

Handle Accounts Payable and billing issues as well as provide support for retail operations

Respond to routine inquiries and requests from internal and external customers by phone, electronic mail, fax or other correspondence

Determine nature of customer’s requests and direct all requests to appropriate area in accordance with established guidelines

Enter data into database and create tickets for service requests in regards to fuel deliveries

Provide back office support for retail locations including employee badge creation, gift card management assistance Time Warner Cable, San Antonio, Texas December 2013 - September 2014 Order Management Coordinator

Cross Reference all Commercial Service Agreements with Sales Force Database

Schedule service installations, disconnects and transfers with customers and enter all Broadband and Commercial Cable Sales of upgrades, installs, special request into the ICOMS/CSG billing system

Make adjustments on Commercial accounts such as enter new, upgrade, downgrade, and disconnect service orders

Conduct quality checks on all sales orders submitted by sales agents and accurately enter all orders in ICOMS/CSG billing system in a timely and efficient manner

Univision Communications (Radio), San Antonio, Texas February 2013 - August 2013 Sales Account Coordinator

Enter sales and Production orders using client copy and traffic instructions and submit to production and traffic assistants for processing

Assist Account Executives by pulling Pre Log and Post Log reports for client air times as well as bumped ad reports to make good offers for client approval

Communicate when commercial will air to the client

Follow up with agencies/customers on invoice discrepancies and collections Page 3

Process payments to Accounting and scan check payments via NDM System and make bank deposits

Support the Promotions Department by assisting listeners at front desk with prize pickups using Promo Suite system

General administrative tasks (e.g., answering calls, preparing reports, taking meeting minutes, cover receptionist desk) to include weekly sales reports to department Director and monthly expense reports

Assist Production Department with voice over for radio commercials and announcements

Follow up on billing discrepancies and obtain credit approvals CPS Energy, San Antonio, Texas April 2009 - February 2013 Administrative Assistant I - Customer Engineering (September 2011 - February 2013)

Enter all time exceptions and timesheets from management for payroll into SAP

Submit monthly mileage reimbursement and expense reports for Director

Maintain a weekly report (Design Work Order Report) to indicate all pending design and construction work orders by designer

Schedule meetings and prepare agendas and meeting minutes for engineering managers

Manage and maintain Director’s calendar for appointments and/or meetings as necessary as well Customer Engineering calendar and conference room calendars

Maintain daily call logs for design areas and file by date

Submit documents such as Policies & Procedures and Memos into DMS - Desk Management System accordingly by area

Format memos and customer survey letters as well as translate into Spanish

Enter customer survey letter ratings and comments into a Customer Survey Database system in Microsoft Access.

Assist the Addressing Specialists with Mass Input by creating and maintaining a log with address submittals from the City of San Antonio

Provide support to engineers and other office personnel with data entry and customer survey letters

Act as point of contact between director, internal and external customers

Answer telephone calls and responded to emails on behalf of director

Handle confidential information regarding employees

Perform office duties such as ordering supplies and maintaining proper function of office equipment

Greet visitors, external and internal customers and escort to conference rooms for design/project meetings Billing CSR - Billing & Accounts Receivable (April 2009 - September 2011)

Monitor ZReview Report; a list of financial transactions posted in SAP by Call Center and Back Office CSRs.

Verify that financial transactions are being processed accordingly by CSR and ensure that each account is being notated appropriately; send any errors to the Call Center and Back Office Errors Inbox for inaccuracy.

Maintain a daily spreadsheet to include the quantity of transactions being received and completed on the ZReview Report as well as monthly reporting.

Complete Switch Meter Notifications based on field discrepancies. Process corrections on SAP premise and issue debit/credit adjustments as well as late fee and collection fee credit adjustments, to customer’s accounts if necessary. Send switched meter letters to customers whose accounts encounter these corrections, with an explanation of applicable billing charges.

Assist Revenue Protection Unit department through radio communication to provide support to field personnel

Organize monthly team meetings and prepare meeting minutes

Trained summer intern (2010) on ZReview Report and provided frequent performance feedback to supervision Kinectic Concepts, San Antonio, Texas, September 2005 - April 2009 Cash Poster I (March 2008 - April 2009)

Process payments according to the Explanation of Benefits received by insurance payers via KoFax ID system and Bizflow in forms of checks, money orders and credit card.

Contact payer if a check is unable to be posted due to missing patient information such as account number, name, date of birth, member id, and/or dates of service.

Order Document Specialist (May 2007 - March 2008)

Provide support for the KCI claims process by quickly and accurately evaluating incoming documents to determine if a new order needs to be created or if the document needs to be attached to an existing order

Ensure that average time from receipt of documents to order being entered does not exceed 30 minutes for new orders and 20 minutes for existing orders.

Process medical documentation required for order entry of KCI products received via RightFax within 30 minutes of receipt.

Administrative Clerk (September 2005 - May 2007)

Assist in Patient Financial Services Department, with clerical office duties such as; faxing, copying, distributing incoming mail to all supervisors, order and maintain office supplies.

Verify Primary and Secondary Insurance Benefits for patients; submit prescriptions and medical forms to physicians and health agencies requesting patient’s health status, through electronic fax.

Contact patients for account information demographic updates.

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