Sales Customer Care

ANGELA HEID

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

Clearwater, FL **756

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

Cell: 727-***-****

SUMMARY

Analytical and detail oriented individual with an exceptional ability to multi task. To obtain a position within an organization that provides opportunity for career enhancement, self-growth that encourages the implementation of learned skills towards a company’s proficiency and profitability. Seeking a position within a corporation that can utilize the demonstrated expertise in:

1 Ability to resolve multiple areas of customer concerns to include but not limited to: billing, service contract, and sales inquiries. Purchase order procurement; retrieval of pertinent information through customer contacts and using corporate systems

2 Excellent communication skills and adaptable to change. Enthusiastic learner with the capability to absorb new information quickly. Excellent time management and troubleshooting skills allow flexibility for all situations. 3 Training experience and exceptional presentation skills 4 Fluent in Italian and a small quantity of French. PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS

PODS ENTERPRISES LLC, Clearwater, FL

2011 to Current

National Account Supervisor

Responsible for supervising the Corporate Billing activities for the Accounts Receivable Department. Oversee investigation of credit risk in customers and suppliers, monitor the collection of amounts due to the company for the National and Corporate retail customers. Design and implement processes to ensure all National and Corporate invoicing occurs each month to assist with improving cash flow and reduce receivables. Also responsible for all franchise billing and collections within the US, UK, Australia and Canada. Billing Clerk/Corporate National Account Billing

Process and prepare consolidated invoicing to be sent to customers on a monthly basis. Responsible for determining all contractual issues relation to Nation accounts to ensure accuracy with invoicing. Assist the collections department as well as all franchises on payment and billing disputes. Responsible for all invoicing relating to franchise expenses for all of the US, Canada and United Kingdom. Currently involved with software upgrade to ensure accuracy with implementation and process improvement to provide the essentials for financial controls. 1 Assure compliance with credit and collections procedures 2 Ensure all franchise invoicing is completed within timeframe allotted for month end completion. 3 Review accounts receivables aging and perform necessary activity to ensure financial collections 4 Working with IT to ensure accuracy of the implementation of Microsoft Dynamics AX surrounding invoicing, Consumer AR, Billing and Collections, Credit Card Processing, Settlements and the new Order Entry and Pricing/Quoting applications.

TITAN TECHNOLOGY PARTNERS, St. Petersburg, FL

2005 to 2010

Billing Consultant /Customer Care Coordinator

Reviewed customer contracts that are created and revised to maintain quality assurance. Communicated with field operations to resolve billing issues related to the customer accounts. Looked upon as a mentor to ensure data integrity. Documented Policy and procedure surrounding call center. Trained and supervised call center operations. 1 Worked on special projects and escalated issues surrounding service contracts. 2 Worked on service requests/tasks that are generated for contract issue resolution. 3 Ran reporting to facilitate quality control on all contract approvals. 4 Worked audit reports to resolve invoicing errors. Please see further qualifications represented below with DANKA BUSINESS SYSTEMS. Company change was due to outsourcing.

DANKA BUSINESS SYSTEMS PLC, St. Petersburg, FL Worldwide provider of enterprise office imaging equipment 1997 to 2005

Senior Contract Specialist

Reviewed, developed, and implemented work instructions and procedures in order to optimize contract set up and productivity. Reviewed customer’s contract documentation and manually set up contracts. Communicated directly with customers and Field Sales to resolve incorrect billing issues related to the customer contract. Evaluated existing employee’s performance and created individual training plans to increase productivity on an individual level. 1 Assisted with process development following through to curriculum development and training. 2 Produced contract integrity through quality assurance processes including contract approvals and check the checker.

3 Worked with sales and pricing analysts to ensure pricing integrity for new equipment additions. 4 Worked on special projects and escalated issues surrounding service contracts. Functional Training Specialist

Facilitated and delivered training courses to billing, market support associates and management. This includes order processing, contract maintenance and all new processes and procedures that are developed. Worked closely with business analysts, education specialists in updating course content; evaluate effectiveness of course, success of trainees in applying skills during training; follow up of effectiveness of trainees in applying skills and or knowledge on the job.

Acted as a mentor to company employees in all aspects of operations including business, functional and customer skills; Analyzed organizational development needs and communicated through a classroom environment to all associates, managers, and supervisors to ensure process knowledge and follow through. Marketing Support Associate

Managed all aspects of order entry, logistics and distribution of copier equipment for multiple Sales and Service districts. Monitored each sale, rental, and lease agreement through all phases to completion, including follow up and billing for Commercial, National, and Federal accounts.

Interacted daily with field sales representatives & management, customers, carriers, and various support personnel. ACHIEVMENTS

Corporate Core Value VIP Awards for demonstrating excellence in Accountability, Integrity and Support through Teamwork.

Quality Improvement Process Award for the modification of the annual Employee Performance Appraisal- Recognition for Project Leadership. Over thirty recognition awards for individual contribution to team success. Recognized as a mentor for new hires within the Danka organization. Awarded Employee of the Quarter in 2000

Recognition award for outstanding team work and dedication to the Danka Oracle Revenue Audit Team. Received 2 All Star awards for outstanding performance in March of 2004 and May of 2004. EDUCATION

Organizational Development Group - Rochester, NY 1997 Ocean County College - Toms River, NJ

Business Administration Coursework

1984

St. Joseph’s High School - Toms River, NJ 1983

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