Customer Service Account Management

Melissa A. Price

**** **** *** *********, ** ****0

425-***-**** ● ******@***.***

PROFESSIONAL SUMMARY

Highly motivated, self-directed professional with a broad range of customer service experience, Sales and Collections, seeks to bring talent to a respected organization that values hard work, dedication, and results. Expertise in leading profit-supporting operations through strategic planning, promoting marketing campaigns, reviewing, and achieving quarterly sales goals. Demonstrated account management skills that enhance productivity and drive sustained business performance.

KEY STRENGTHS

Collections/Cancellations ● New Business Development ● Counter Sales ● Customer Service Problem Solving ● Networking ● Account Management ● Client Relations ● Database Management ● Promoting/Advertising ●Inventory Management ● Strategic Planning Analyst

PROFESSIONAL EXPERIENCE

Slalom Consulting, Seattle, WA, 02/04/2020 - Present

Accounts Receivable Analyst

Responsible for achieving individual cash collection targets

Maximize cash receipts from outstanding receivable and mitigate bad debt.

Complete customer contact to obtain payment against receivables

Execute Collection Strategies

Record Disputes

Manage all identified disputes through resolution including:

oLogging all identified disputes in Oracle

oDistribution of invoices copies to customer

oCommunication and follow-up with customer, Account Team, Engagement Management, and Market to complete resolution activities

oCreating tickets in ServiceNow for action requests and collaboration with cross functional teams

Reconcile Accounts

Execute Refunds when required

Evaluate and respond to external requests

Access Changepoint when required to review Customer artifacts, invoice transaction details, or send invoice copies and required support to clients

Access Salesforce when required to review executed contracts and account artifacts

K&L Gates, Seattle, WA, 02/26/2018- 02/03/2020

Credit Representative/Senior Accountant

Identify overdue client accounts using the firm wide collection system and reporting processes.

Communicate with clients, attorneys, or billing personnel regarding the status of past due invoices.

Monitor payment discrepancies and work to identify causes of deduction or overpayment.

Prepare analysis of uncollectable accounts for outside agency referral, legal action, and/or potential write

Off.

Prepare and distribute client matter aging reports for offices.

Prepare documentation for processing clients’ refunds.

Research and respond to data requests from internal and external personnel.

Perform various administrative tasks for assigned client accounts

Demonstrates ability to meet obligations effectively with confidentiality, integrity, and sensitivity.

Ability to communicate effectively and interact with diverse personalities while maintaining professionalism.

For Rent, Bothell, WA, 04/08/1996- 02/23/2018

Credit Representative/Senior Accountant 2001 to 2018

Manage 700+ accounts for various regional markets

Consistently maintain markets under 8% over 90 month to month.

Maintain account histories and reclamation by organizing client database.

Review contracts, reconcile accounts as needed, and resolve any discrepancies.

Support sales team to resolve problem accounts and build strong client relationships.

Handle collection, cancellation, and customer account inquiries; Make payment plans and take settlements to resolve past due balances.

Provide training as necessary in AX, Sales Force and any other programs as needed.

Analyze reports to determine high risk accounts and assist with resolution.

Respond to inquiries from Sales teams and address and resolve concerns.

Assist with high visibility customers and act as a liaison when necessary.

Review and track credit reports for accuracy and consistency.

Review accounts for bad debt placement and manage these accounts with an outside agency.

Customer Service Supervisor 1999 to 2001

Managed a team of 5-7 Customer Service Representatives

Responsible for the hiring and development of team, to include recruiting, interviewing, on boarding, training performance management, discipline and termination.

Operated multiple phone lines and routed calls to various departments.

Monitor customer request and correspondence ensuring proper and prompt handling.

Managed vendor agreements, applications and W-9s, etc.

Responsible for customer relations, which would include, but not limited to; Welcome letters, introductory phone calls.

Sales Support

Credit Assistant 1998 to 1999

Evaluated potential client’s credit ratings to establish appropriate credit limit.

Reviewed and prepared packets for bad debt placement.

Accurately processed customers’ payments.

Finance Support April 1996 to 1998

Accurately processed customers’ payments.

Supported Accounts Receivables by processing incoming checks, batching and running 10 key to accurately balancing

Operated multiple phone lines and routed calls to various departments.

EVVIVA ESPRESSO NOVEMBER 1992 to APRIL 1996

Preformed all daily management duties

Provided customers with prompt, friendly service and quality beverages

Assisted with inventory control

Responsible for the register and prepared shift end deposits

Maintained a clean and organized workspace

Responsible the day to day operations

EDUCATION

High School Degree

Google Training

Outlook Training

Word Training

Excel Training

Intuit

AIM

AX

Elite

ARCS

Oracle

Changepoint

Sales Force

PowerBI

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