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Customer Service Manager

Winston-Salem, NC, 27107
November 27, 2018

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Terri C. Harris

*** ******* ***** *******-*****, North Carolina 27107


Accounts Receivable ... Collections Specialist ... Credit Analyst ... Customer Service

Treat customers how I would want to be treated

Strong belief in courtesy, professionalism and respect in working with customers

Recognized for ability to listen to clients and determine cause of unpaid bills and successfully collect overdue payments while retaining their business, if possible. Analyze best solutions for payment; thorough follow-up of commitment to pay debt; remain sensitive to Federal and State laws. Work effectively within team or independently; detail-oriented; high math aptitude.

Offering analytical and organizational bookkeeping skills in client invoicing, financial tracking and analysis, daily posting of cash receipts, preparing bank deposits, generating reconciliation reports, spreadsheet documentation, claims processing and monthly journal entries for general ledger. Experience in payroll and State and Federal payroll taxes.

Personable and results-oriented with outstanding customer service skills; excellent interpersonal and communication skills with proven ability to work with and serve diverse groups of people.

Computer skills include Excel, Access, Word, Outlook, Office 365, InSight, PeopleSoft, WAPA, Trust Commerce, Lotus Notes (ordering and invoicing software), industry-specific database management systems, JD Edwards, MS Dynamics, Open Air, SAP, PKMS / AS400, NetSuite, NShare, Ariba Hagen OA, Bann, Mini Trac, POS Partner, IMS, Sytline, Peachtree and Internet.

EXPERIENCE (Contracted)

July 2018 to TRC STAFFING, INC. ~ Winston-Salem, NC

October 2018 Credit Operations Specialist – Contracted to Walker and Associates, Inc.

Managed customers’ database information and collections on accounts in designated portfolio in western and northeastern regions . Kept Collections under 3% over 60 days. Ran credit reports and set credit lines. Approved customers’ orders for shipping; assisted in month-end closings and prepared month-end reports. Generated proforma invoices. Processed manual deposits on Fifth Third Bank’s website using check scanner. Journaled ACH, lockbox, credit card and manual deposit totals daily for Collection Goals Report. Processed credit card orders through credit card system Trust Commerce. Invoiced government orders through government’s portal WAPA.

Liaison for credit reporting company Credit Safe and for NACM; communicated with our representative from Credit Safe.

March 2018 ACCOUNTING PRINCIPALS ~ Winston-Salem, NC

to July 2018 Credit Analyst II – Contracted to Liberty Hardware

Ensured return on assets by analyzing and monitoring accounts; accessed customers’ portals to collect and resolve invoices and deductions on accounts, obtained back-up for chargebacks, determined timeline of next payment and disputed chargebacks. Analyzed customers’ credit lines for increases or decreases; pulled DNBs and requests updated credit application as needed; recommended credit limits to Credit Manager.

Analyzed returns vs. customer claim to resolve buyback issues; researched deductions for shortages, pricing, freight charges, returned or destroyed product. Read and interpreted Proof of Deliveries, BOLs and carrier correspondence. Analyzed aging; prepared monthly metrics.

Collaborated with Customer Care department on release of orders and resolving account issues; collaborated with Sales teams to monitor compliances; recognized and analyzed problems in shipping while working closely with Shipping Manager.

March 2017 to RANDSTAD OPT OF GREENSBORO ~ Greensboro, NC

February 2018 Accounts Receivable Specialist – Contracted to AkzoNobel Coatings, Inc. in High Point, NC Terri C. Harris Page 2

EXPERIENCE (Contracted – continued)

Analyzed research, reconciled and collected on accounts by contacting customers and other internal departments. Managed corporate credit organization, including setting up new accounts, running credit reports, credit approvals and credit limits setting / reviews. Accountable for all domestic and international credit operations; handled daily order entries, Sales support, Field Sales Managers and executives.


Recruited for Akzo Nobel’s Safety Committee.

Quality Control Administration of Customer Complaints. Instrumental in transition of Finance Department by training Customer Service Representatives at business level and new Credit and Collections Analyst in Nashville, TN.

September 2016 CAVERT WIRE COMPANY ~ Rural Hall, NC

to February 2017 Accounts Receivable Collections Specialist (Business Restructuring)

Assisted Controller as needed; posted ACH, wire and check payments made through our bank; used bank’s website to retrieve payments. Processed credit cards through Cyber Source; entered certain corporate customers’ invoices into Ariba; processed credit inquiries.

Used customers’ web portals to retrieve payment information; uploaded invoices for payment; made collection calls on past due accounts. Released customers from credit hold when based on payment commitment or payment received. Retrieved back-up documentation to process and issue credit memos.

May 2016 ROBERT HALF / ACCOUNT TEMPS ~ Winston-Salem, NC

to July 2016 Accounts Receivable Specialist – Contracted to Champion Industries

Temporary placement at Champion Industries performing duties including posting cash receipts and Treasury ACH, checks, wires and credit cards; created or set up new customers; resolved payment discrepancies; escalated unresolved payments to Credit Manager for resolution. Processed all credit card transactions electronically through portal. Reconciled credit card transactions to bank statements. Billed out parts and machine orders for six divisions; assessed appropriate freight and sales tax charges. Processed credits including returned inventory; processed warranties, rebates and Spiff payments. Processed customer refunds.

May 2015 NWN CORPORATION ~ Greensboro, NC

to April 2016 Collection Specialist

Prepared invoices for customers in regions of Charlotte, Greensboro and Triad areas of North Carolina; collections included Greensboro and Charlotte Aging and running Aging Report for Marketing. Researched customers’ credit, credit references and bank; assisted Director of Credit and Collections on Erate orders; assigned to manage and / or audit special projects; managed project automating financial files for faster access to customers’ information.

July 2012 GLOBAL BRANDS GROUP, INC. ~ Greensboro, NC

to May 2015 Collections Specialist

Ran Weekly Dispute Report from Wells Fargo website; researched claims when factor disputed invoices that customers disputed with factor via Dispute Codes; advised factor to chargeback invoice or collect. Researched with 90% of resolution. Reconciled debits and credits. Prepared customer settlement packages; entered and updated comments in SAP. Liaison for third party collection agency. Prepared packages for bank on Letters of Credit.


Brittain Academy ~ Thomasville, NC ~ Diploma

ISO Certified … Excel 2010 ... Document Management ... Global Anti-Corruption Compliance ... Avoiding Insider Trading

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