Customer Service Representative
Resume:
Shaneen Montgomery
Accounts Receivables/Collections Specialist
Powder Springs, GA 30127
*****************@*****.***
A highly motivated commercial collections and customer service professional with a verifiable record of accomplishment
spanning over ten years. Highly creative, recognized as a results-oriented and solution-focused individual. Areas of
strength include:
Problem Collections Communication Skills
Work Experience
Commercial Collections Specialist
Airgas LLC - Kennesaw, GA
July 2014 to March 2020
• Prioritized portfolio of over $2 Million to ensure that collection efforts resulted in maximum profits.
• Contacted customers regarding past due accounts, while providing timely information necessary to facilitate
quick remittance.
• Identified account risks, potential credit problems, disputes, and other customer issues for speedy resolutions
• Generated reports and communicated potential risks to management team for further actions
• Participated in conference calls with division leaders to provide status updates on at-risk accounts
• Documented all conversations, either telephone or email, to facilitate follow-ups
• Corrected errors, such as misapplied payments, overpayments, and reversed late charges on customers'
accounts
• Maintained quality relationships with branch managers, account managers, and area sales managers in order to keep the right balance between sales and AR Key & Commercial A/R Specialist
DS Services of America - Mableton, GA
2010 to 2014
• Maintained regular contacts with residential customers to ensure that payments are received timely
• Utilized follow-up communications to make sure that promises to pay are kept
• Analyzed customers' payment trends to prioritized the order of contacts
• Reviewed and reconciled accounts on a regular basis to ensure that credits and payments are posted properly
• Utilized proven methods to prevent customers from falling into delinquency by being proactive and by contacting customers at the earliest signs of trouble
• Promoted within a year to greater responsibilities, such as managing larger collection portfolios (totaling two
million dollars)
• Managed Key accounts, Commercial accounts, and National accounts, comprised of high-dollars customers
requiring special handling
• Able to keep 30-day to current bucket at 90% on a regular basis
• Assumed leadership role in the Voice of employees committee (VOE) Customer Service Representative
King Teleservices - New York, NY
2005 to 2010
Excelled in role requiring the ability to handle a variety of customer service related responsibilities, including
administrative tasks as well as resolving customer issues with expediency
• Demonstrated proficiency in the telephone and at the front desk within a fast-pace and high-call volume environment
• Able to handle irate customers by striving to quickly identify the cause of their issues and to come up with solutions that both satisfied the customers and prevented the loss of key accounts
• Helped maintain company's database and sensitive files
• Kept personnel, financial, and operational records organized for easy access and processing
• Consistently praised by management for the quality and timeliness of reports, attention to details, exemplary
customer service, and team-oriented attitude
Education
Accounting
Sarah J. Hale High School - Brooklyn, NY
Skills
• Account reconciliation
Additional Information
Organizational Skills
Fast Learner
Customer Service Research Abilities
Computer Literacy Multitasking
Excellent phone Etiquettes Analytical
COMPUTER SKILLS
• Microsoft Excel
• Access
• Microsoft Word
• Outlook
• Oracle
• SAP
KEY PERSONAL SKILLS
Excellent phone etiquettes, attention to details, multitasking, analytical, Executive and Administrative support, Conflict
resolutions
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