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Service Representative Administrative Assistant

North Royalton, Ohio, United States
August 18, 2018

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Debra K. Lacey

***** ***** **., ************, ** 44136 * 216-***-**** *


Experienced billing / collections / accounting professional looking for the opportunity to put my skills and expertise to work for a strong stable organization.


Proficiency with AP/AR, Billing and Collections

Ability to resolve client billing inquiries and collection issues

Proficient with Microsoft Suite: Excel, Outlook, Power Point and Microsoft Word

Proficient with Elite, ARCS, Computrac, CMS and IPM billing software

Electronic billing: Serengeti, CounselLink, Passport, Tymetrix, ebilling hub, etc.

Four years-experience as the Senior CSR assisting firms and clients with issues in connection collections and receivables

Experienced professional with planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner

Solid experience in Accounting and Finance

Notary Public


Senior Client Service Representative (2014 to present)

Benesch, Friedlander, Coplan and Aronoff LLP, Cleveland, Ohio

Works with an assigned list of billing attorneys and their clients to accurately maintain account balances within the specified terms of engagement.

Team lead in Director’s absence and serves as back up for the Director’s duties.

Supervise and resolve any issues that come up within the department

Interviews prospective new hires.

Conducts orientation for new hires.

Responds to all staff and client questions / inquiries, and researches same if needed.

Keeps accurate detail records regarding collection activities by client number in the Firm’s Accounts Receivable Collection Software when any new activity takes place.

Actively participates in firm collection push periods.

Assists billing attorneys in determining when an account should be written off, discounted or sent to an outside collection agency.

Listens to client feedback and takes appropriate steps to resolve issues.

Provides information to attorneys regarding account or matter analysis.

Meets collection goals in a timely manner.

Manages numerous excel spreadsheets which involve creating pivot tables and sometimes more complicated formatting.

Creates ad-hoc reports and analysis information via external reporting software via Excel or Access

Participates in department meetings and keeps both the COO and Director of Client Account Services informed on problem accounts.

Takes or directs appropriate action on payment discrepancies and unauthorized deductions.

Collected over $29 million for the firm in 2017.

Billing Specialist (2008 to 2014)

McGladrey, LLP, Cleveland, Ohio

Solely responsible for all aspects of Cleveland office billing supporting 15 billers and producing 500+ invoices per month.

Trainer and support for 10 on-line billers.

Controlled monthly reporting, prepare monthly invoices on a daily basis to ensure billing directors/partners maintained their monthly billing goals.

Review outstanding balances and managed apt actions.

Serve as billing liaison to regional Chicago headquarters resulting in Cleveland office compliance with Firm initiatives.

Handle special projects and other duties as assigned by Management.

Execute collection activities and even coached fresh billing representatives on the daily processing functions.

Input new client information and maintained client profile information resulting in near elimination of non-deliverable invoices.

Billing Specialist (2007 to 2008)

Ulmer & Berne LLP, Cleveland, Ohio

Performed all billing functions for billing attorneys with a volume of 500+ invoices per month utilizing Aderant’s CMS practice management system.

Submitted 20% of invoices via electronic processing resulting in a quicker turn-around time for delivery and payment of invoices.

Formulated invoices and thorough reconciliation of billing.

Accounts Receivable/Administrative Assistant (2002 to 2007)

RSM McGladrey, Inc. (formerly American Express TBS) Cleveland, Ohio

Typing, scheduling and submitting partner time and expense reports

Produced invoices and resolved billing dispute.

Responsible for preparing and processing month-end balance report resulting in accurate period close.

Accounts receivable tasks included conflict clearance checks, cash application and cash distribution research.

Client Service Representative - (2001 to 2002)

Squire, Sanders and Dempsey LLP, Cleveland, Ohio

Responsible for all aspects of attorney billing including the processing of electronic bills and various billing reports.

Printed and delivered WIP reports to assigned attorneys.

Completed edits on invoices as instructed by attorneys.

Prepared cover letters for the assigned attorneys.

Researched any issues the client may have had with their billing and made sure there a resolution was made.

Accounts Receivable, Billing and Collections Utility Specialist (2000 to 2001)

Thompson Hine LLP, Cleveland, Ohio

Served as primary contact for billing help line to ensure clients billing issues were resolved efficiently.

Provided fill-in support for secretarial work as well as special billing projects.

Accounts receivable work included retainer balance research, the processing of cash transactions, write-offs and the balancing of month-end/year-end accounts.

ATM Administrator - (1999 to 2000)

Ohio Savings Bank, Cleveland, Ohio

Performed cash balancing and reconciled 10+ ATM machines.

Researcher for customer issues concerning fraudulent activity on their check cards.

Balanced and reconciled 3 general ledger accounts on a daily basis.


Bryant & Stratton

Associates Degree in Business Administration

3.75 GPA, Deans List and member of Alpha Beta Gamma

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