Sales Customer Service

Claire Cook

Garfield, NJ *****

(Home) 973-***-**** (Cell) 201-***-****

******.*****@*****.***

Summary of Qualifications:

Diversified experience in credit, collections, chargeback deductions, bill backs, reconciliation, credit memos, audit, aging reports and control. Extensive knowledge of IBM Systems 36, 38, AS 400 and electronic spreadsheet analysis. Fluent in SAP, Oracle, Windows, Excel, Netsuite, PowerPoint, Word, Data Management Systems, EDI, as well as working knowledge of Access, Business Objects, Pivot Tables, Queries.

Professional Experience:

Sony Corp. Park Ridge, NJ

Customer Support Service (Consultant)

4/2015 – 5/2015

Validate Claims submitted by large retailer. Enter valid credits into SAP Vistex program. Run supporting backup reports for claims for price protection Reconcile credits and chargebacks as well as process Instant Rebates.

DVtel Inc. Ridgefield Park, NJ

Finance Collection (Consultant)

9/2014 – 10/2014

Collection and reconciliation both domestic and international service companies purchasing high volume and dollar amount from Dvtel Inc. Responsible for keeping ATB weekly on a daily reporting with updates, whether done by phone, email, or other correspondence to controller and VP of Finance.

Annin Flagmakers Roseland, NJ

Credit and Collections (Consultant)

5/2014 – 7/2014

Responsible but not limited to researching credit and collections on invoices and chargeback’s. Collection calls regarding chargeback’s, invoices and credit card denials. Offsetting payments, issuing credit memos and debit memos as required. Reconciling old items while working on the current issues as they come up as new orders come in.

The Great Atlantic & Pacific Tea Company, Inc. Montvale, NJ

Real Estate Accounting Analyst (Consultant)

9/2013 – 2/2014

Responsibilities included gathering all data and billing information to bill back tenants for CAM (Common Area Maintenance) throughout the year and update their monthly escrow cost for tenants managed by A&P based on the pro rata share for all of the previous year costs in accordance with their lease.

Researched real estate tax based on previous year and what was to be included in the billing for the current year tax, charged on a monthly basis as stated in the tenants lease.

Percentage rent sales, worked on inputting and gathering the sales of various A&P locations of sales within their agreement and adding the appropriate deductions as stated in their lease agreement with the Landlords. Reconciling the sales, deductions and the gross amount balance per contract agreement, issuing payment if warranted as agreed upon within the lease year.

Responsible on follow up by calling and collecting unpaid balances of rents, cam, and taxes.

Meetings on a weekly basis with Project Managers regarding updates on tenants in arrears, for possible eviction proceeding; and would be apprised on property and lease changes.

Pearson Higher Education, Pearson Education, Pearson Global Services & The Penguin Group (USA) Inc.

Upper Saddle River, Old Tappan & East Rutherford, International & Domestic -Major Publishing Company

* (1999 – to 2012, details below):

Senior Royalty Analyst:

*2005 to 2012

Responsibilities include but not limited to interacting and maintaining relationship with authors, agents and editors; analyzing auditing royalty information as it relates to: author contracts and monthly statements; extracting and inputting contract information into the royalty accounting system. Manage time-sensitive deadlines in order to fulfill corporate and legal obligations.

Respond to the inquiries of editors, authors, agents, etc

Input pertinent contractual information into the royalty accounting system.

Research/audit contract information and maintain the contract database.

Perform account and statement adjustments as needed

Process vouchers, disbursements, advances and payment requisitions relating to royalties. Processing disbursements, and posting to the general ledger.

Major Account Credit Analyst

*1999 to 2005

Reconciling, reviewing, maintaining and collecting on major accounts of $1.M +

An excellent facilitator in the reconciliation processes for collection and auditing.

Offsetting payments, credit and claim applications. Researching and resolving customers disputed clams i.e. returns, shortages, pricing, marketing, and advertising and skipped invoices.

Reporting payments and account changes to management, as well as forecasting and periodical credit limit reviews.

oResponsible for training new employees on forecasting procedures and reconciliation processes.

Analyzing and corresponding on the collection of invoices and claims with customer to resolution.

Following up in a timely, diplomatic manner with customer and other (internal and external) departments for resolution.

Finalizing settlements on accounts to the satisfaction of management and customer.

SAP trainer for the A/R, Credit, and Coop departments.

oTested and validated new-implemented systems.

Systems-oriented and enjoy exploring and mastering new systems and software.

Readily shares knowledge with other team members on questions regarding SAP, Excel, etc.

The Donna Karan Company, Carlstadt NJ-Major Famous Designer and manufacturing for women and men’s apparel, shoes and beauty products.

A/R Charge Back Manager

1994-1996

Ultimately responsible for research, resolution and collection of deductions for all major department stores, chain stores and/or specialty stores.

Manage staff of five chargeback administrators; implement policies, procedures and follow-up to ensure charge backs handled in a timely fashion. Indirect reports staff of 5 Invoice Collectors, and 5 A/R Reps.

Responsible for all reconciliation procedures, collection processes and departmental applications as well as intra-company and inter-departmental structures for problem solving.

Working with customers to re-coup monies, they have deducted. Identify problems and work towards a resolution. Would travel when necessary to meet with customers to resolve disputed issues.

Working with customer service, distribution, sales management and other areas to alleviate internal problems.

Key responsibility and accountability within my position was the handling of all advertising, coop, and marketing deductions. Setup meetings on monthly basis with sales management at the NY Offices of the companies within DKNY i.e. Women’s Apparel, Menswear, Shoe, and Beauty Products, to get either their approvals or denials, to process approvals, collect denials, and report bi-monthly on progress to financial and treasury management.

Prepare monthly reports for upper management on settlements, open balances, and cleared updates.

Responsible on chargeback forecast analysis and collection percentage.

Handle routine problems in the chargeback section, work on special projects with internal other areas.

Responsible for hiring and firing within chargeback area -

Bidermann Industries Corp., Secaucus, NJ – A major international, privately held company, guaranteeing $600 million in sales from the manufacture and distribution of Ralph Lauren Women’s Wear, Gold Toe Hosiery, Arrow and Burberry Shirts and Bill Robinson and Yves Saint Laurent Men’s Wear.

Senior Collection/Claims Adjuster

1992-1994

Responsible for the reconciliation, trouble shooting and collection of charge backs and invoices on major multi-million dollar, high volume retail accounts.

Handled various deduction problems such as pricing markdowns, discounts, advertising, returns, shortages, freight, POD’s, handling charges and other billing disputes.

Prepared packages for resolution by settlement or collection.

Liz Claiborne, Inc., Secaucus, NJ – A major international apparel manufacturer, was grossing in $360 million a month sales.

Collections Representative

1991-1992

Responsible for the collection of multi-million dollar accounts; handled major retail and specialty stores with a total of $15 million dollars in invoices per month.

Handled heavy telephone collection and correspondence.

Researched and adjusted/collected disputed claims.

Referred accounts for legal action.

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