Customer Service Management

Glenn Donnelly

*** ****** **.

Dover, NJ *****

Home: 973-***-**** *****.********@*****.***

Cell: 201-***-****

Financial Services Professional known for customer care and cost savings

Detail-oriented account management professional with extensive experience

in accounts receivable, customer fulfillment, audit management and revenue

recognition analysis. Strong skill set in problem solving, root cause

analysis and research methods. Demonstrated expertise in revenue analysis

and forecasting. Strong skill set in the execution of Accounts Receivable

processes such as dispute resolution, billing reconciliation, invoice

correction and relationship building with internal and external customers.

Successful history of solving problems and multitasking in a fast pace

environment. A proven team player with an extremely positive and

enthusiastic attitude. Skilled in creating and maintaining a cohesive and

collaborative work environment.

Specialties Include:

Credit and collections Face to face and virtual training

Customer fulfillment Conflict Management/Problem Resolution

Computer Literacy & Proficiency

MS Excel, MS Word, MS Outlook, MS PowerPoint, Lotus Notes, HTML, Netscape

Collection Software: Computer Legal Software, Experian, Oracle, EIPP,

Salesforce

Billing Software: GPMS Billing System

PROFESSIONAL EXPERIENCE

Wyndham Worldwide- Parsippany NJ 2008 - Present

Financial Service Accounts Representative - West coast Region

Manages 700+ franchise hotels in the West Coast Region for Wyndham;

Franchise hotels include Ramada Inn, Super 8, Wingate, and Days Inn.

Supports management by providing timely and accurate payment and account

standing information and other ad hoc reporting as requested.

. Achieved Top collector Status 2011 and 2012

. Reduced hotel franchises showing signs of default by recommended and

negotiated various payment options

. Worked with Cash Management Team to resolve breaks in payments received

verse payments posted.

. Oversaw and performed customer billing and cash receipts processing

resulting in customer satisfaction and financial compliance.

. Provided dispute resolution by properly recording and applying cash

management of outstanding invoices, and directly interfacing with

customers on collection matters.

. Decreased the over 30-89 A/R by (15%) from the gross volume of $14.59m.

. Decreased the over 90 A/R by $4.3m (15%) from the gross volume of $28.9m.

. Managed cash application making sure all cash receipts are applied

properly and assured timely collection of monies due and accurate

invoicing

. Improved the quality of invoicing by developing new procedures.

. Increased cash flow by establishing credit and collection policies.

. Reduced DSO by 11.7%

. Achieved total late fee collections of $5.75m for 2013

Glenn Donnelly *****.********@*****.***

Page Two

PROFESSIONAL EXPERIENCE (CONTINUED)

Assured Medical- Florham Park NJ 2005 -

2008

*Former Collections Division of Medcon Financial Services

Collections Director

. Supervised a team of 3 employees in the daily functions of accounts

receivables, payment distributions to clients, and accounts

reconciliation

. Generated new business via networking, mailings, and cold calling

. Developed and sustained client relationships through daily emails and

written/phone correspondence

. Initiated and managed all medical collections from individual patients

for 600+ doctors covering 20+ hospitals, offices and surgical centers in

Northeastern United States

. Collaborated with lawyers to rectify all outstanding accounts

. Maintained detailed documentations of all collection activities, such as

telephone conversations and letters of correspondence with individual

patients and doctors

. Assessed inflow of medical and commercial collections to increase account

revenue

. Created and implemented action plans to accomplish pre-developed company

goals

Medcon Financial Services Rutherford NJ

1992- 2005

Billings Account Manager 2003 -

2005

. Managed billings for 8 medical accounts covering 50+ doctors; Medical

accounts include 3 pain management groups, 4 anesthesia groups, and 1

group for services provided at the Emergency Room

. Supervised a team of 7 employees in their daily management of accounts

. Initiated and provided strong customer service to individual patients and

insurance companies; Insurance companies include Medicare, Blue Cross

Blue Shield, Aetna, AARP, Oxford, and United Healthcare.

. Initiated and led monthly meetings with clients to communicate the

expected cash inflow from individual patients and insurance companies

. Created report analysis based on monitored industry trends

. Worked with upper management to identify ways to improve billing

efficiencies

. Maintained customer service through daily contact with individual

patients and periodic meetings with representatives from insurance

companies for outstanding claim resolution

. Supervised and trained all new hires in the utilization of billing

software and accounts management

. Provided formal annual performance evaluations and informal interim

performance evaluations to all staff

Billings Account Representative 1992 -

2003

. Designed and implemented new billing system for physicians' services

in the Emergency Room

. Created report analysis based on monitored industry trends

. Monitored cash inflow of medical payments from individual patients and

insurance companies

EDUCATION

Fairleigh Dickinson University, Teaneck, NJ

Bachelor of Arts - Communications

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