Kenya Morrison

*** ******* ******

Matteson, IL *0443

708-***-**** acwqnt@r.postjobfree.com

CAREER SUMMARY

Finance and Customer Service Professional with significant management and analytical experience combining cross functional competencies in managing projects, staff supervision, and information systems specifically Credit and Collections, Accounts Receivable, Training, Reports and Procedures, Billing, Cash Flow and Forecasting.

PROFESSIONAL EXPERIENCE

Medix Staffing Solutions, Lombard, IL 2014-2015

Virtual Data Analyst

As a contractor validated potential matches of patient data entered in client’s database

Using a decision-making matrix developed by vendor reviewed all data elements to update system.

Verified patient’s information by consulting multiple electronic medical and online systems.

Merge, consolidate or inactivate patient or person records in database to arrive at one record per individual.

CNA Insurance, Chicago, IL 2010-2013

Major provider of insurance to business lines for more than 100 years.

Service Operations Manager

Managed a team of 15 Claim Technicians and General Clerks

Directed processing of daily bill payments and posting of checks.

Allocated resources to provide full administrative support to multiple business groups.

Maintained file room activity for reference and research by Claim Adjusters.

Approved and prepared monthly reports for executive management and team to provide an accurate account of work and goals accomplished.

Distributed and monitored work flow to maximize production.

Created and executed action plans that led the team toward exceeding objectives set forth by executive leadership and compliance.

Administered annual development plans and performance reviews to team members.

Completed SOX reporting and preformed Audits as required.

Accomplishments

Rewrote check receipt process resulting in a more efficient work flow and a decreased turnaround time from committed 3 to 1 business day.

Developed several reports used to quantify production numbers and trends.

Updated bill payment process making it more efficient for Claim Adjusters to submit invoices and reducing processing time.

Initiated a process for business groups to provide feedback to ensure customer service needs were addressed.

Participated in the Disaster committee to complete the business continuity plan for Operations team.

Successfully developed a business relationship with several vendors to gather specific details enabling the team to efficiently process checks.

Partnered with cross functional Management team to develop appropriate questions for quality reviews resulting in an accurate assessment of work preformed.

Instituted quarterly meetings to motivate and energize team by having guest speakers for increased knowledge and giving opportunities to develop their communication and presentation skills.

Cultivated and implemented forums for Management to discuss issues and improve team objectives.

JSSI (JET SUPPORT SERVICES INC.), Chicago, IL 1999 – 2009

A leading independent provider of hourly cost maintenance programs and financial solutions for aircraft engines contractors.

Customer Service/Collection Manager

Supervised, monitored and developed 9 Collection and Customer Service Representatives

Directed daily operation of the collection process for a 2000 contract portfolio with average monthly receivables of $35 million.

Analyzed collection trends and made appropriate adjustments (staffing/techniques) to maximize revenue.

Managed billing dispute resolution including coordination and interaction with other departments.

Approved the monthly and quarterly reports (measurements, budgets).

Identified and communicated potential risk exposure to Senior Management with suggested resolutions.

Reviewed customer contracts and determined through Dun & Bradstreet analysis or Legal the best course of collection resolution or credit worthiness.

Accomplishments

Implemented credit card acceptance resulting in 30% improvement rate of customer convenience and revenue within 6 months.

Reduced outstanding receivables to less than 10% over 180 days using specific collection techniques.

Co-developed the implementation of a Customer Service Support Center providing customer access to contracts and their account.

Established and maintained credit hold guidelines ensuring customer compliance to contracts.

Through consistent communication developed and maintained positive customer relationships (internal and external) resulting in lower rate of customer issues.

EDUCATION AND RELATED SKILLS / DEVELOPMENT

General Business Studies; Harold Washington Community College (Formally Loop College) Chicago, IL

Paralegal Studies; MacCormac Junior College, Chicago, IL

IBM Management School, Customer Service Institute, Dun & Bradstreet Collection Techniques, Great Plains Accounting System, NACM Member

Rockhurst University Continuing Education Center

Computer Competency: Microsoft Excel, Word, and Outlook

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