Customer Service Manager

Tracy P. Kelsey

*** ******** ******** **** ********, GA 30062 404-***-**** ************@*******.***

Key Skills

Office Management

Teambuilding & Supervision

Policy & Procedure Manuals

Staff Development & Training

Bookkeeping & Payroll

Spreadsheet & Database Creation

Accounts Payable/Receivable

Billing and Collections

Travel Expense Reports & Regulations

Records Management

Report & Document Preparation

Meeting, Event & Travel Planning

Charitable and Non Profit Associations

Experience

Industrial Staffing (Motion Industries – Contract Ended)

May, 2014 – June, 2015

Accounts Receivable/Billing Clerk: Daily duties included, but, were not limited to, receiving and billing of incoming merchandise orders for proper delivery, receiving and billing of Direct Shipments from manufacturers and/or Distributors, review of Vendor Invoices via Three-Way Match, processing of returned merchandise, dispensation of Credit or Debit memos as needed and the resolution of outstanding issues, many of which may be preventing approval of vendor invoice for payment or delivery/billing of Customer Orders. The bulk of daily responsibilities lie in maintenance of Accounts Receivable. This function required direct contact with Accounts Payable agents from many different types of business to business contact; a large number of which are Fortune 100 companies. This task required a vast array of functions including preliminary preparation and review of Credit Applications by way of Dun & Bradstreet ; responding to requests for Credit References; maintenance of Sales Tax Exemption Certificates, Credit Files and Customer Demographics; providing requested documentation of merchandise delivery and collection of Past Due Balances.

Wizard Electronics

July, 2012 to Present

Accounts Receivable and Warranty Claims Manager: Responsible for filing of Warranty Claims to all manufacturers for repairs performed according to each of their individual policies and procedures. Also, accountable for all billing and issuing of invoices for repairs performed on credit account customers that are not covered by warranty and following up on same to insure payment is received in a timely manner. Also, in charge of posting all credit customer payments and warranty claim payments/credits, reconciliation of claim balances and credit customer balances as well as reconciliation of daily sales receipts to sales posted by the Front End.

Accountemps and Focus-Georgia (Temporary)

2009 to July, 2012

Most Recent Assignment/Focus: Kennesaw State University (April 2012 to July 2012): Responsible for review of Travel Expense Reports submitted for local, national and international travel to ensure that all travelers followed both State and Kennesaw State University guidelines for travel expenditures. Once the expenses were approved and verified, enter them into Oracle PeopleSoft, utilizing appropriate General Ledger coding, for reimbursement.

Most Recent Assignment: Marietta Eye Clinic/Patient Financial Services (September 2011 to February 2012): Responsible for old balance clean up; filing of new medical insurance claims (HCFA 1500) through NextGen and/or Navicure; Follow up on insurance claims pending; collection of patient balances after insurance.

Atlanta Delivery Express (Contractor/Laid Off)

2008 to 2009

Customer Service/Office Clerk: Responsible for answering phones, filing, opening/sorting mail, bank deposits and coordinating the collection and delivery of dental hardware such as dentures, bridges and crowns from the Dentist to the laboratory and returned to the Dentist’s office within the designated timeframe.

Northside Hospital (Cutbacks)

2005 to 2007

Reimbursement Analyst: Analyzed in detail all insurance payments made on behalf of patients to ensure the payment was made in compliance with the contract for Date of Service and for the services rendered and to communicate information to internal and external representatives utilizing internal email and account notations.

Gibbs Auto Interiors (Accepted Job Offer from Northside Hospital)

2004 to 2005

Office Manager: Responsible for day to day operations including, but not limited to, Accounts Payable, Accounts Receivable, balancing of checking and credit accounts, Billing, customer service, payroll and monthly payroll tax payments, invoicing/billing, collections and Quarterly State Sales Tax Return and payment, receipt, verification and payment of inventory, answering phones, correspondence, filing/archiving and Cash Posting/Application.

HSI Financial/Phoenix Healthcare (QA Department Eliminated)

2000 to 2004

Special Projects and Project Manager: As Project Manager, screened, organized and trained a 28-person (temps) run-down project on nearly 25,000 pieces of business. This project lasted nearly six (6) months and finished ahead of schedule and an account retention rate of nearly 50%.

Corporate Trainer (August, 2003 – September, 2004): Responsible for the internal and client system training, legal, company established policies and procedures as well as technique training of every new hire in both divisions of the company. Designed and created all new hire training materials and manuals (PowerPoint application).

Quality Assurance Coordinator (October, 2001 – September, 2004): Accountable for daily audit rotation of system account notes as well as live and recorded phone calls to ensure that approximately 160 employees in two different departments (Early Out and Bad Debt).

VBO Supervisor –WellStar (October, 2000-October 2001): Directly supervised 12 telephone representatives in a call center atmosphere, handled patient complaints and issues, escalated uncollectible accounts to bad debt; performed monthly evaluations of all employees, training and counseling and disciplinary action when necessary.

Georgia Student Finance Authority (Accepted position at HSI Financial)

1998-2000

Cure Collector: Through utilization of student loan applications, credit bureau reports and proven skip tracing methods, locate individual that have defaulted on their student loans and assist them in finding what program will best suit their current financial and educational needs, to reinstate and/or refinance their loan, effectively removing the default status and allowing them to continue their education, should they so desire.

Nationwide Credit (Defunct)

1989-1998

Collector/Collections Supervisor: Over a nearly a decade with Nationwide Credit I was a very successful collector and then Supervisor in several different departments, always accepting a new challenge in an area needing a boost in revenue. I started out in credit cards, moved on to deficiency balances and finally into defaulted student loans for both United Student Aid Funds and U.S. Department of Education.

Notable Accomplishments

Identified a reimbursement anomaly which resulted in a $1.2M recovery of short-paid claims.

Experience in multiple commercial and proprietary databases including, but, not limited to multiple versions of MS Office Suite, QuickBooks, STAR, AS400, NextGen, Navicure, Navinet and Oracle PeopleSoft.

Obtained CPAR Certification (Certified Patient Accounts Representative) in 2003 and Advanced CPAR Certification in 2004 through the Georgia Healthcare Financial Management Association.

Responsible for entrance training of ALL new hires in policy and procedure as well as system training on both internal and client systems (STAR). Coordinated classes for 150+ employees as an additional source of review and continued education including extensive review and testing in policy and procedure, State and Federal Law and technique.

Skill set applicable and utilized in many different business genres including credit cards, education (refinancing of student loans), deficiency balances, equipment disposition and resale, auto parts and restoration and medical/dental accounts and terminology.

Current member of the Professional Women’s Group of Atlanta.

Current member of the National Bookkeepers Association.

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