Customer Service Manager

donlon thornwell

*** ****** ******, #***

Gaithersburg, MD 20877

Phone: 202-***-**** • ************@*****.***

PROFESSIONAL EXPERIENCE

Accountemps/The ARC/EuropAssistance USA • Bethesda, MD • May 2012 - January 2014

Children’s Collection Accountant/Accounting Clerk

Monitored all aspects of accounts receivable for the Children and Youth Services

Division; Developed and operated efficient accounting systems on (Sage, MAS 90); managed

and monitored receivables and performed monthly reconciliations; managed and implement

collections process; maintained accuracy, integrity and completeness of the accounts receivable

portfolio; analyzed customer discrepancies; tracked delinquent accounts; collected past due

monies, managed and invoiced Medicaid and state grants, demonstrated excellent customer

service

Assisted in transitioning accounts to successfully pass non-profit audit

Managed excel spreadsheets of P&L

Billing and invoice management of student tuition

Daily collection calls, letters and emails to past due accounts

Processed all credit card; issued receipts to customers

Processed credits, wrote-off bad debt and reviewed customer’s portfolio for refunds;

Completed journal entries as needed

Monitored aging reports

Envisage Tax and Credit Services • Washington, DC • January 2012 – May 2012

Office Manager

Effectively assisted a small staff of tax professionals; Managed the preparation of

federal and state income tax returns; processed electronic filing thru Drake (Tax) System;

Initiated resolution of customer complaints and issues; demonstrated excellent customer service

Assisted with preparation of income tax returns of business firms and individuals

Answer client inquiries regarding tax codes and appropriate deductions

Assured office was neat, and stocked with necessary tools for functionality

Create new customer accounts

Invoice creation thru Quickbooks.

Managed email reminders; maintained records of financial dues

Managed payroll through (Run) powered by ADP

Managed seasonal interns including interviewing, tasks delegation, and scheduling

Nauticon Imaging Systems • Gaithersburg, Maryland• February 2004 - June 2011

Contracts & Billing Administrator

Ensured all contract invoicing in a timely and accurate manner thru E Automate; minimized customer

complaints and inquiries; managed purchase orders, collected meter readings; established and

maintained all customer cycle records, researched and initiated (FM Audit), software that allows daily

electronic meter retrieval; trained and supervised seasonal staff; demonstrated excellent customer

service

Key contact for all billing and contract inquiries

Worked closely with Service Department in scheduling technician service calls, demos,

training

Reviewed account histories with customers; initiated correspondence for past due accounts

Renewed, renegotiated, and terminated all customer service contracts

Documented and scanned all pertinent files on a daily basis

Initiated prorates, credit memos and adjustments

George W. Allen • Beltsville, Maryland• September 2002 - December 2003

Purchasing Assistant /Accounts Receivables

Purchased back order report items for customers from major vendors on a daily basis; Scheduled

driver pick-ups; Verified, negotiated and changed vendor pricing as per requisitions; maintained

inventory of supplies and purchases; created purchase orders to offset all in-house purchases;

received logs of all specially ordered merchandise; handled collections for assigned sales reps;

post payments to customer accounts

Ikon Office Solutions • Alexandria, Virginia• April 1999 - June 2001

Billing Specialist

Billed equipment deals (fax machines and copiers); credit/rebilled customer invoices; regular

customer contact regarding billing inquiries and mandatory follow-up on any customer issues;

obtained meter readings and purchase orders for proper billing on major accounts, federal

government, college and universities; maintained national accounts

SOFTWARE

(MAS 90), Quickbooks, E-automate, OMD, Microsoft Word, Excel, Outlook, Drake (TAX)

Software

EDUCATION

B.A. Degree in Business Administration, Strayer University

Business Administration Certificate, Professional Career Development Institute

HS Diploma, Fairmont Heights High School

HONORS/VOLUNTEER

Alpha Sigma Lambda, Iota Eta, Strayer University, Mentor/Mentee YMCA Program, Event

Planner

Contact this candidate