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Customer Service Manager

Miami, Florida, United States
April 29, 2018

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Olga Betancourt


Construction Project Accountant

Professional Profile: A Cross-Cultural leader with strong passion about driving the business with over 15 years of accounting experience in the construction industry and Professional channels developing long term strategies with comprehensive execution plans, experience in identifying the needs and facing them with the best results and in a total winning solution. Excellent employee follows all company policies, perform a variety of duties not limiting one to ensure excellence. Assist in other business functions and tasks, capable to perform any task with or without notice, easy to overcome drastic changes without previous notice, excellent ability to learn at a fast pace, multi task, able to work under a lot of pressure, stress or any similar condition, always a person that can be count on fast paced, preparing reports providing information and assistance as needed, flexibility to travel, self-motivated, managing large teams and business operations in different roles. Strong technical skill with Microsoft Office and languages: Spanish (native), English.

Core Competencies & Knowledge Areas

Accounting • Bookkeeping Certify •Real Estate • Mortgage Broker • Professional Areas (Audit package preparation; GL applications; credit and finance analyst; Commercial Underwriting; Billing; Payables; Receivables; Collections and Cash Applications analyst) • Public Notary • Credit and Accounting management • Building Effective Teams • Developing Direct Reports • Organization Agility • Planning & Priority Setting • Customer Focus • Integrity & Trust •

P&L - Financial Acumen • MS Office (Word, Excel, PowerPoint & Outlook) • AS 400, SAP, Oracle, JD Edwards

Areas of Interest: Project Development • Cost Analysis • Code Compliance • Code of Ethics

Professional Experience

ThyssenKrupp Elevator Doral, FL-Area 01/2013 – Present

Construction Accounting Management

Management of a $45-million-dollars portfolio

Responsible of accounts reconciliations, sworn statement of accounts, cash applications, accuracy on SOV’s, PO’s and DOP. Compliance.

Handling of project documents (AIA forms, certificate of insurance, Pictures, bill of sales, NTO, NOC, lien waivers)

Decision maker for lien filling, lien releases, notices of intent, and bond claims

Coordinating Monthly A/R meetings and conference calls

Mediator between Customers, General Contractors, field personnel, and internal departments.

Collect calls, and follow ups, and Payment Allocations

Overseeing the accuracy on the accounting and in the field for all projects.

Contract Analysis and interpretation.

Final Acceptance approvals

Project close out Docs.

AmeriGas Propane Medley, FL-Area May 2012 - December 2012

Collections, Receivables and Billing Specialist.

Customer service and high volume calls for collection issues

Manage customer refunds, credit memos

Process and review account adjustments

Resolve client discrepancies and short payments.

Monitoring and maintaining assigned accounts

Account reconciliations and disputes

Internal department mediation

Provide weekly and monthly AR reports to management

Accountable for reducing delinquency

Perform other assigned tasks and duties necessary to support the Accounts Receivable Department.

Internal and External customer interface

Achieve dept. Goals and activity metrics

Establish and maintain effective long term customer/vendor relationship

Navarro Discount Pharmacy Miami, FL-Area August 2010 – May 2012

Store assistant manager

Assist manager with daily operations (Store inspections, safety procedures, accounting, customer relation, guest services)

Supported job development, gathering information on daily basics to offer a better customer service,

Human Resource Activities (Employee Schedules, Training, Safety and Policy manuals)

Customer Service (complaints, disputes, incidents, discrepancies, quality control and management)

Received Excellence Recognition achievement within the corporation

Preparation of presentations and Sales Reports for Corporate

Organizing Operation schedule for next day

In charge of keeping all books ready for auditing as required

Keeping book logs up to date as required by the company and regulatory authorities.

Supported staff at pick hours or as need it with the cash register.

Determined and applied appropriate resolutions to unexpected events, ensuring accuracy and facilitating smooth transition.

Responsible for store opening and closing as per company schedule

Latin American Developers Coral Gables, FL-Area October 1997- July 2009

Project Accountant Manager (GM)

Work closely with Project Manager to ensure accurate client billing and track project costs

Monitor study accounts receivables and assist in collections efforts

Maintain organized project contract files including vendor setup and maintenance

Provided training to project managers on internal systems and procedures

Support month end close process, including journal entries, balance sheet reconciliations; Assist in accounts receivable/customer billing, assuring that billing adhere to customer contracts and are coded and entered correctly in the general ledger

Strong knowledge of commonly used financial concepts, practices and procedures within architectural and design industry

Assisted the CFO in preparing financial forecasts of projected revenue and profit in conjunction with financial analysis of Budget vs. actual operating results for all monthly, quarterly and annual reporting requirements

Assisted the CFO in designing, implementing and supporting procedures that will assure compliance with firm policies and internal controls

Review weekly financial reports and bring any significant issues to the attention of the project manager

Review preliminary SOV forms for appropriate and accurate billing, (materials, labor, expense charges, billing rates, fees maximums and makes appropriate changed and reclassification

Updated outstanding receivable statements, billing summaries and consultant summaries that are for client’s use

Interact with client’s accounting department counterpart regarding outstanding invoices, billing schedules, invoice approval and collections.

Fidelity National Insurance Miami, FL-Area November 1987 - August 1997

Underwriting Manager

Supported the underwriting department staff

Collect customer data, analyzed applications, update policy holders, and records

High volume communication with 300+ agents, 1000+ policyholders and third parties

Underwriting policies, document analysis and good judgment

Reviewed and resolved discrepancies on suspended account listings

Monitored status and performed quality control checks reporting directly to management

Maintained accuracy rate of 100% in review and processing of complex policy changes.

Determined and applied appropriate premium factors and cancellations and reinstatements

Decrease cancellation rate 45% in 1

Obtained superior customer service recognition

Maintained a 98%+ accuracy on all billing rates

Analyzed information in insurance application to determine whether a risk is acceptable or not


School: Miami Dade Community College

Associates in Child Development Achievement 1996/1998

Customer Service, Office management, accounting fundamentals 1989

School: Gold Coast

Real estate Agent 1997

Mortgage Broker 1997

General Lines -220 LIC 1988

University High School / Cali – Colombia

Sanfrancisco de Asis 1984

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