Customer Service Training

ARNETTA D. CAMERON *** Twain Cir Mableton GA *****

770-***-**** **********@*****.***

SUMMARY

** ***** ** ********* *** Fortune 500 Company experience which includes customer service, training and development,

account management, process improvements, application support,operations- billing, credit and collections. Proven

problem solving abilities resulting in customer retention and satisfaction. Key player in developing highly effective and

empowered teams able to reach goals both collectively and individually. Outstanding presentation, instructional,

interpersonal, managerial and training skills

EXPERIENCE

AutoTrader.com Automotive Web-Market Atlanta GA Credit & Collections

Specialist 2/2013 to 4/2014

• Tasked with managing a portfolio of dealership customers (automotive dealerships) in an assigned region

• Provided end-user feedback for Oracle and way point conversion, and tested system access for collections group, also

assigned special task of end-user testing for collection cases and provided training to collections staff on CRM case use

• Outlined access issues and compliance issues post conversion to Waypoint processing system and assisted investigation

• Exercised independent and decisive judgment in obtaining payments. Prepared and forwarded accounts to be considered

for write-off to senior manager, credit and collections for approval.

• Assisted with the credit investigation of new accounts, and monitored application of payments to ensure proper

application.

Rollins Inc. Pest Control Software Atlanta GA

Implementation Specialist 4/2012 to 2/2013

• Analyzed user needs and software enhancements to determine feasibility of functionality for end users as it relates to

inputting, documenting, processing and managing customer accounts

• Configuration, installation, and troubleshooting handheld hardware operating on wireless networks

• Assisted in the development and performance of on-going training support programs customized for individuals,

departments or service centers

• Performed system testing after sprint releases to ensure functionality of enhancements and stability of test and

production environments post release

• Performed usability tests, created customer surveys at the completion of each implementation to determine customer

perspective on the successfulness of training

• Presented information, using a variety of instructional techniques and formats such as role playing, simulations, team

exercises, web-based training, videos and lectures

MFG.com E-commerce Software Atlanta GA

Sr. Accounts Receivable Analyst 07/2009 to 04/2012

• Managed collections of aged global accounts, provided weekly A/R reports to internal clientele and provided training

and support to new -hire and transitional employees

• Instructed and facilitated new hire training on various company applications for contracted and full time staff

• Tracked and respond to chargeback’s, NSF or expired credit card accounts, provide account follow up and resolve

escalated customer disputes

• Negotiated account settlements within established guidelines, approved, processed and tracked refunds received and

record checks, wire transfers and credit card payments.

• Processed debits, credits, and totaled accounts on computer spreadsheets and databases, using specialized accounting

software and reconciled or noted and reported discrepancies found in records

• Suggested collection tool enhancements and maintained knowledge of new version updates and additional functionality

ARNETTA D. CAMERON 471 Twain Cir Mableton GA 30126

770-***-**** **********@*****.***

CDC Software Ross Systems- ERP Software Atlanta, GA

Sr. Accounts Receivable Analyst 02/2007 to 07/2009

• Managed the collection efforts of 5 business segments totaling $18M to $20M monthly Responsible for collections of

hardware, software license, maintenance, education, consulting and professional services invoices

• Appointed special projects to provide software training for staff and new customers on collect and analyze data for

financial cash flow improvements, Sarbanes-Oxley compliance for accounts receivable process and providing support

for internal external audit

• Prepared and distributed weekly and monthly collection reports, identified exposure of high risk accounts, and

documented the status of collection efforts while pursuing outstanding balances and facilitating team meetings on

overall status of accounts

• Performed account reconciliations, reviewed accounts receivable and made recommendations for credit holds

• Credited with significantly improving overall company rapport with internal and external customers through customer

service based approach to training and collections management

• Utilized customer contracts, service orders and aging reports to ensure customer compliance with terms specified in the

client agreement

• Instructed continuing education requirements set forth by client for employees and assisted in providing ongoing training

for collections staff as related to Softrax Software and best collection practices for A/R Staff

• Escalated product specific issues to the proper business division and credit managers when necessary to ensure

resolution with customer satisfaction when possible

• Maintained and documented account record, compiled information requested by internal and external customers

pertaining to account status while ensuring Sarbanes-Oxley compliance

SOFTWARE

Adobe Connect, Adobe, Microsoft: Word, Excel, Power Point and Access. AS400, IDX, People Soft, EZ Access, Medical

Manager, Basic Medical Coding, SmartStream, Softrax, MFG Pro, Oracle, Oracle RMB, Way Point, Pay-pal, Pivotal,

iRenaissance, Service Pro and Pulse

EDUCATION

Southern Polytechnic University, Marietta, GA Fall 2014

• Bachelor of Applied Science Business Management

Chattahoochee Technical College, Marietta, GA 2008

• Associate of Applied Science, Management & Supervisory Development

• Associate of Applied Science, Marketing Management

References Available Upon Request

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