Customer Service Accounts

TY A. SCHWAMBERGER

*** ******* ****** 330-***-**** (Cell)

Copley, Ohio 44321 ***************@*****.***

PROFILE

Accounting Professional with fifteen years’ experience in accounting functions, customer service and communication. Expertise in Collections and Reconciliation of Accounts. Excellent writing skills.

SKILLS SUMMARY

Account Reconciliation

Microsoft Office

Payment Processing / Bank Deposits

Employee Training/Management

Contract Negotiations

Marketing Materials

Database Management (SAP, AS400)

Collections

Project Management

Leadership

EMPLOYMENT

AIRGAS USA, LLC. Independence, OH December 2011 – December 2016

Largest U.S. distributor of industrial, medical and specialty gases and hard goods.

Team Lead/Supervisor/Collections Specialist

Small Balance Team Lead/Supervisor (April 2016 – December 2016):

Reported to Accounts Receivable Manager. Managed a team of eight individuals who collected on Individuals’ accounts and Business accounts.

Daily management of an eight collector team.

Responsible for management of approximately 100,000 accounts/$15M in total AR.

Interviewed/Trained new employees.

Worked closely with Airgas’ third party collection agency.

Worked and submitted numerous AR-related reports for various internal departments.

Processed between 75-100 incoming emails per day.

Took escalation calls/emails from collectors and resolved customer’s accounts.

Worked directly with Branch personnel, Sales, Cylinder Control and Lease Department to resolve customer issues.

Approved and submitted credit requests, paperwork for writing accounts off to bad debt or sending accounts to collections.

Assisted collectors with reconciliation of customer accounts.

Gave approval for order releases over $7,500.

Small Balance Team Member (Late 2013 – March 2016):

Reported to Team Lead and Accounts Receivable Supervisor. Collected on Individuals’ accounts and Business accounts with under $750 in total AR.

One of seven collectors who worked approximately 82,000 accounts/$11M in total AR.

Worked off a dunning list each month which contained approximately 1,400 accounts that were to be worked twice in a given month.

Worked directly with Branch personnel, Sales, Cylinder Control and Lease Department to collect on Midwest accounts assigned in my name.

Trained new employees who joined the Small Balance Team.

Made a minimum of 75 outbound calls per day.

Researched and resolved customer disputes (cylinder counts, pricing, ancillary charges, Rent vs Lease scenarios, etc).

Answered questions, send invoice copies and processed payments on customer accounts.

Expertise in skip tracing accounts.

Submitted credit requests, paperwork for writing accounts off to bad debt or sending accounts to collections.

Reconciled customer accounts.

Regional Accounts’ Collections Specialist (December 2011 – Late 2013):

Reported to Accounts Receivable Supervisor. Collected on delinquent accounts and provided quality service to customers.

Reviewed accounts for credit exposure, collected on past due invoices to reduce bad debt reserve.

Assisted customers with various discrepancies, including reconciling accounts.

Worked closely with Branch and Sales personnel to effectively resolve customer concerns.

Assisted fellow collections department colleagues with questions and procedures.

Worked closely with the field sales team and managers.

Book of business was approximately $2 million a year.

Serviced over 2,200 accounts and six retail branches in Michigan.

Expertise in SAP database software.

FIRST COMMUNICATIONS, LLC. Akron, OH October 2009 – October 2011

Telecommunications company offering telephone and data services.

Credit and Collections Specialist

Reported to Credit and Collections Supervisor. Reduced bad debt exposure and collected on delinquent accounts.

Reviewed open accounts for collection efforts and made decisions on pending orders, closing accounts and extending additional credit.

Made outbound and took inbound collections calls.

Communicated with internal and external customers by telephone and by mail to investigate billing disputes and accuracy of charges.

HYATT LEGAL PLANS, INC., Cleveland, OH November 2003 – February 2009

Voluntary group legal plan provider to companies with over 500 employees.

Plan Administrator

Reported to Director of Plan Administration. Trained 3 new employees and managed over $4.5 million in annual revenue with new and existing accounts. Implemented new accounts with companies, brokers and MetLife Sales. Served as ‘go to’ for accounting and process improvement.

Successfully implemented and managed 115 voluntary group legal plan accounts for over 5 years; grew revenue for original accounts by over $300,000.

Exceeded all individual goals set by the company in 2004-2008, by working closely with new and existing clients to maximize enrollment and revenue. Attained highest overall department revenue, $1.6 million, for voluntary plans in 2004.

Worked closely with MetLife via Hyatt’s Will Preparation to implement new service, which led to over $3 million in annual revenue.

Analyzed year end numbers to determine renewal rates for 115 accounts.

Awarded several commendations from MetLife for outstanding performance by working closely with company’s human resources staff and brokers during the implementation of new plans which turned out high enrollment percentages.

EDUCATION

Bachelor’s Degree in History – Heidelberg College, Ohio

Post-Graduate Credits – Cleveland State University, Ohio

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