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Manager Data

Bowie, Maryland, United States
September 12, 2018

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Bobbi Reynolds, MBA, MS, BS

*** ******** **** ***** ******, Maryland 20721 Phone: 301-***-****


Operations Manager with 15+ years of experience in finance, billing and collections. Detail–oriented individual who exemplifies professionalism, and the ability to manage multiple projects and tasks. Proven experience in identifying deficiencies in processes, with the ability to implement successful changes and improvements to the workflow, ensuring data remains in compliant with corporate polices. Successfully demonstrated collections, billing and project resolution, while providing quality reporting to management. Proven team leader with the ability to manage and build successful cohesive teams that maintain and enforce quality control and stellar customer service.


Project Management

Data Management

Debt Collection

Detail Reporting

Management & Team Building

Contract Negotiation

Resource Planning & Management

Data Analysis

Training & Development

Conflict Issue Resolutions

Building Client Relations

Financial Analysis

Billing and Account Management


February 2018- Present Collections Support

Acting Collections Manager

Jensen Hughes, Baltimore, MD

Sphere headed the implementation for Collections/ Billing 800 number ensuring clients receive daily support for any questions and concerns regarding accounts

Created and implemented standard operating procedures and guidelines for the Collections team

Supported leadership with team objectives and goal in managing Top 25 accounts

Updated the process and procedures for managing the clearing account and applying credits to open invoices

Supported staff with the Collections of accounts in the Pacific Coast, Asia, and CASE Forensics

Supported staff with meeting individual goals, and assisted them in managing 60-day accounts that potentially would roll to 90 days

July 2016 – September 2017 Data Operations Team Project Manager/Market Data Analyst NASDAQ, Rockville, MD

Responsible for performing reliable and high-quality financial, analytical and database functions related to market data and billing systems, as well as help drive business efficiencies and growth within GIS and directly contribute to the growth of the GIS business lines.

Key Accomplishments

Managed all detail reporting for NASDAQ products, to ensure clients followed reporting users accurately

Uploaded and monitored detailed reporting for incoming client files

Trained Bangalore team on detailed reporting, to transition responsibilities to their team

Worked directly with Sales team to manage to quantity and revenue changes monthly, to ensure all reporting was accurate and in compliance

Managed Projects for Data Operations team, maintaining and managing staffs project progression and timelines, to ensure that team member’s goals were being met and executed on schedule

Managed the day-to-day operations of market data client accounts to ensure compliance with policies

Ability to grasp complex products and pricing models quickly to maximize operational effectiveness

Successfully managed and assisted new clients on product and system reviews, approvals and invoicing

Respond and resolved client’s inquiries on billing issues, data licensing approvals and product related questions within 24 hours

March 2014- July 2016 Data Collections Analyst

NASDAQ, Rockville, MD

Responsible for all collection activities related to the company and subsidiaries customer accounts. Generation of timely dunning notices and statements of accounts to expedite the payment of delinquent account balances. Managed over 1,500 business accounts for 6 indexes and collected over 92% of the outstanding debt on accounts 60-120 days delinquent monthly. Maintained customer point of contacts ensuring that unpaid balances did not result in unnecessary interruption of services, membership or regulatory actions. Prepared periodic data analysis reports to provide senior management with a proper visibility of collection risks and to maintain proper bad debt reserves. My responsibilities also included:

•Responsible for the coordination of collection activities for the company’s and related subsidiaries customer account balances

•Process periodic aging reports to maintain focus of problematic and frequently delinquent customers

•Reviewed accounting and system reports for billing accuracy and completeness. Provided detailed explanation on billing and accounting policies to staff and customers

•Responsible for resolution of credit items within the AR subsidiary ledger and for processing refunds related to NASDAQ and subsidiaries

•Reviewed monthly requests for write-off prep and referral of inactive customer to outside collection agencies

•Provided revenue reporting changes to management team as data changed

•Maintained open line of communications with product services department on major customer issues or requests for service termination if additional intervention is necessary

•staff or by depository bank as identified via customer or internal identification.

•Maintained historical records on customer/subscriber accounts written off or referred

•Insure the proper interface or manual journal entries are properly recorded to the customer subsidiary ledger and the general ledger

•Researched and analyzed account reconciliations to resolve customer inquiries and disputes

•Maintained historical records on customer/subscriber accounts written off or referred

•Insured the proper interface or manual journal entries were properly recorded to the customer subsidiary ledger and the general ledger, as well as reviewed and resolved any inconsistent or deposit data as necessary

•Responsible for researching and analyzing account discrepancies and reconciling to resolve customer inquiries and disputes

•Performed ad hoc reliable and high-quality financial, analytical and database work relating to customer licensing and billing, as well as managed internal departmental compliance including contractual, non-payment, non-reporting issues and Sarbanes-Oxley/Internal Audit requests

June 2010 – January 2014 Collections Manager

CoreLogic SafeRent, Rockville, MD

Team builder creating a cohesive and functional environment within the SafeRent Collections Department. Managed over 100 headquarter accounts with over 1100 sub-accounts and properties. Proven track record of collecting 90-95% outstanding receivables monthly, while retaining client relationships. Successfully increased employee retention, acquiring new staff and training staff in account management principles and practices and the effective use of existing accounting program to identify strategic accounts. Lead staff of 8-10 onshore and 25-30 offshore in collection of receivables of over $1,000,000 and lead the Collections team in reduced receivables to less than $500,000 in 3 months. The success in reducing receivables was a direct result of improving internal and external client relations and working collectively the sales staff of 75. Instrumental in improving morale of the Collections staff, by acknowledging and empowering staff to make decisions, leading to a higher level of accountability and productivity. My responsibilities also included:

Managed all Collections Reporting and Analyzed data to determine successful collections goals and trends

Strategic Account Management

Responsible for Collections trends and managing Collections team’s daily receivables and account activity

Maintained quality assurance client retention

Tracking and improving overall client retention

Overseeing and implementing Compliance regulations and maintaining FCRA/FACTA guidelines

Ensured staff followed compliance guidelines for client accounts and activity

Monitoring and managing the collection process for delinquent accounts, collection retention plans

Interfaced directly with corporate office maintaining system accuracy and customer accounts

March 2005 – December 2008 Data Collections Specialist

Metropolitan Regional Information Systems, Inc. Rockville, MD

As project manager overseeing Data Collections staff assignments, I provided staff with training to acquire additional responsibility and improve workflow. Instructed staff on proper data research and analysis techniques. Ability to recognize and focusing on pertinent project details, set timelines, scheduling meetings and setting budgetary and time management goals for data management projects. Generating reports, data analysis and strategic marketing plans. Served as a liaison to government agencies, state commissioner offices, county assessors, vendors, and internal organizational groups for data collection projects. Evaluated available funding for county budget reports and tax assessments to determine and charge accurate annual taxes and fees.

Key Accomplishments

Developed and implemented new county data collection procedures eliminating countless hours of clerical-staff time and the reduction of overtime hours

Decreased processing hours of data by 3 hours daily with automated processed implemented through managing accounts through Project Management

Promoted from Collections Specialist II to Data Collection Specialist a move that allowed more decision making and project management responsibility

June 1997 – March 2005 Collections Supervisor

Metropolitan Regional Information Systems, Inc. Rockville, MD

Recruited to create and implement operating procedures for a startup company in need of a Collections Department. Set standard guidelines for automated collections process to ensure efficiency, accuracy and data quality. Identified collection trends and evaluated current procedures. Performed staffs annually reviews. Reviewed collection areas needing improvement and recommend solutions. Responsibilities include providing quality assurance for internal departments throughout the developmental stages.

Key Accomplishments

Increased productivity by 90% by implementing technological improvements and instructing employees in the art of developing strong customer and employee relationships

Resolved 95% of billing disputes retaining 95% subscribers

Reconciled and managed direct debiting process which contributed to the collection of over 98% of the outstanding debt

Created and implemented standard operating procedures for the Collections department and automated processes to ensure efficiency, accuracy and data quality


University of Maryland, University College- M.S., Project Management Specialization, December 2010

University of Maryland, University College-MBA, March 2009

University of Maryland, University College- B.S., Business Administration, December 1999


CostPoint, SharePoint, Cognos, Microsoft Office Applications (Word, Excel, Outlook, PowerPoint), Commercial Billing applications: Oracle, AS400, PeopleSoft, Merlin, NORA, Epicor, and Tracker

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