Customer Service Management

Address:** *’Connor Drive, Hillsborough, NJ ***** Mobile: 908-***-**** Email: *****.*******@*****.***

Business Aligned, Results Driven, Performance Focused

OBJECTIVE

To gain experience and knowledge from a growth-oriented organization, which offered diverse job responsibilities and the potential for advancement.

CURRENT PROFILE

Hands-on skills in configuration and implementation of SAP FI & CO Module specifically AR, AP and GL accounting.

Thorough understanding of SAP Enterprise Architecture from Business Process, Functional and Integration viewpoints.

Display strong analytical and reconciliation skills.

Excellent knowledge of all insurance program types, such as Loss Sensitive, Group Captives, Guarantee Cost.

Customer centric and provide extensive customer service to internal and external customers.

Ability to resolve issues independently.

Assisted with UAT and Regression testing to ensure changes were implemented correctly to ensure business continuity.

CARREER HIGHLIGHTS

Supervised On-Shore and Off-Shore Collection team (2010-2014)

Managed and Collected Large National and Group Captive Accounts (average 400 policies per account) over $50 Millions

Reduced Aged Legacy accounts below 10% within a year (assigned 255 accounts and cleared 230 by year end)

PROFESSIONAL EXPERIENCE

American International Group, Inc., Berkeley Heights, NJ May 2005 – April 2017

Senior Collection Analyst

Cleared or Substantiated Compliance balances through timely review and reconciliation of accounts

Actively pursued collectable balances and performed routine maintenance of transactions such as reclasses as needed.

Managed non-responsive accounts by following the escalation process such as demand letter and legal referrals.

Took necessary actions to keep STAT (90 days past due balances) to minimum (In 2016, assigned $4.9M and cleared 4.5M).

Wrote off bad debt balances after all of the efforts failed to keep the A/R system up to date.

Updated and managed debit and credit reports weekly for the accounts over $50K to prioritize them for immediate resolution.

Prioritized disputed item to ensure customer concerns are addressed in timely manner.

Maintained and updated Database regularly with account status and proper notes for management and other internal reviewers.

Assisted management with adding/updating customer address and bank account information in the vendor system.

Released credit to customers after validating their status via checking CCD rating and open balances with other departments.

Supervised On-Shore and Off-Shore Collection team (2010-2014)

Directed and trained collectors on collection and disbursement process and on commercial insurance program types.

Facilitated weekly meeting with offshore management team to address concerns and to ensure business continuity.

Prepared monthly reports for senior management to review and monitor offshore team progress.

Regularly monitored their work and assisted them with any issues found.

Traveled to Noida, India to meet with off-shore team for training and performance review purposes.

Kemper Insurance, Berkeley Heights, NJ July 1985 – April 2004

Senior Collection Specialist

Collected Account Receivables for Philadelphia Region.

Reduced Schedule III (90 days past due balance) to below 10%.

Met with Brokers and assisted them with their concerns.

Assisted attorney in the court to address legal bad debt issues.

EDUCATION

Avtech Institute

SAP FI/CO Training-SAP User Training Certificate,

Union County College, Union, New Jersey

Associate Degree – Accounting

American International Group, Inc - Off-Shore Training Certificate- Certified

TECHNICAL SKILLS

SAP Modules FI/CO, MS Access, MS Project, MS Word, DMS/CMS, MS Excel, MS Share Point, EMIS, MS Power Point, MS Visio, LexisNexis

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