Customer Service Professional
Resume:
Kim Broughton
*** ******* ****, **********, ** **320
Phone: (757)285-952
E-mail: *********@*****.***
Summary
I am an experienced government billing specialists and effective analytical collector seeking an opportunity to expand my skill set within a company that will provide me a chance to use my skills and broaden them as well. I am looking for a challenging environment that allows me to use my skill set to tackle new challenges. I am accustomed to a very high volume of work on a daily basis. I have a strong background in customer service .I always remember that I am representing my employer and put our customer’s first. Strong track record in conflict resolution, research and resolving disputes. I look forward to the opportunity to be a great addition and asset within your company.
Highlights
Accomplishments
While employed with Zim I was able to overcome difficult challenges to successfully collect on VIP accounts. I was assigned to Chrysler, General Motors, Haverty’s Furniture and John Deer to name a few. I worked closely with management and the districts to develop an effective approach to success. I ran reports on these accounts to discuss with management and track effectiveness of collection efforts. I was able to negotiate settlement terms with Damco with the support of management and marketing department. I have effectively learned to navigate the difficulties that
Proficient in Oracle, Wide Area Work Flow,
ALI, Excel and Microsoft Office.
Great verbal and written communication
skills
Experienced in Great Plains
4 years in government billing
familiar with the workings of DLA and DFAS
Work well with internal departments and
assists in any tasks that would benefit the
company as a whole.
Customer service orientated
Took over aging for SOE/FES program
brought down from 7.9% to 2.1% in four
months
Proficient in Oracle, Wide Area Work
Flow, ALI, Excel and Microsoft Office.
Great verbal and written communication
skills
Experienced in Great Plains
4 years in government billing
familiar with the workings of DLA and
DFAS
Proficient in SAP, AgenTeam
Vast experience effectively using third
party billing platforms to submit and track
payment of invoice
Resume: Kim Broughton
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arise when having to work with and through a third party payment platform to track and submit invoices needed for payment. I was able to reach quarterly goals despite these difficult accounts. Accomplishments Cont.
During employment with ADS I was tasked with a variety of various projects and tasks. I had the highest productivity of accurate billing in a group of 5. In October of 2012 I was given the responsibility of billing and collecting the companies SOE/FES program. This contract generated 75% of the company’s business. When I was assigned this task the aging was at 7.9% in the over 60 day category. In February I was able to maintain an aging at 2.1% . This was lowest in the history of the company and earned a bonus from my company. There was a noticeable decrease in billing errors. This kept cash flow generated as DFAS was paying in a timely manner due to no errors. I built a good working relationship with several contracts within the military and DLA. I also was able to discuss payment issues with DFAS to get a resolution to many solutions. I have extensive knowledge in wide area work flow this was part of my daily work load. Also working with ALI, and FEDPAY in submitting invoices to many branches of the government. I completed every government audit that was tasked to me early and still maintained the quality of my daily work.
Recently with Hiller I was awarded Employee of the Quarter for Q3. I have received two bonuses for being under my collection goal two quarters in a row. The aging was over $800,000.00 in the over 60 category when I began my employment in February of 2020.I reduced that to under
$100,000.00 the first week in May. I was also recognized in our branches monthly “Shout out” for providing excellent customer service. A customer has to make the effort to either call or email our finance manager or our general manager in order to receive the shout out. I received my first one in March after only being there a few weeks. I have received at least one every month of my employment. I handle the receivables for two divisions within our company. Commercial and Marine. Paying attention to detail in reviewing the contracts both government and civilian and making sure the customer is billed correctly is the first step in successfully making sure the invoice isn’t past due. I effectively communicate with our general contractors on a daily basis. I was also tasked in October of 2020 with setting up our new customer accounts . This requires calling and checking credit references, bank references and running the D&B. I also key every application into the system making sure that all the information is entered correctly, customer numbers are assigned. I then notify our sales team that the new customer has successfully been established and enter any and all accounts payable information in our accounts list that is used company wide by various departments.
Experience
Hiller Systems- Chesapeake Va February 08,2020- present Hiller is a fire safety company( sprinklers, alarms extinguishers, hydro testing )for both commercial and marine customers
Responsible for payment collections to ensure all past due amounts are paid and preventing current invoices from becoming past due .
Run the aging weekly and sent out aging, and unapplied cash reports to management and corporate. Send any unapplied payments that need to be applied to corporate to do so. Report weekly to general managers with any issues or concerns. It is a very data driven process and my excel skills make this easy to provide them with spreadsheets that are easy to understand and searchable for whatever the general managers will have the need to research.
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Work closely with my customers and our sales representatives to resolve any purchase order issues or contract modifications that need to be done. Document and scan all documentation into our system. Call between 75 to 85 customers per day to discuss accounts. Send VIP accounts statements the first of every month. Follow up on statements to see if the customer has any disputes or discrepancies to report. Resolve those disputes, if I am not able to on my own I work with our sales and service teams to make sure our customer’s concerns are resolved in a professional and timely manner. Take incoming calls regarding invoices, making credit card payments over the phone . Set up new customers correctly in our system providing and scanning all the application, reference and credit data.
High volume of work an average aging of 2,488 lines from multi million general contractors contracts to small businesses needing extinguishers inspected.
Always provide friendly and professional customer service to each customer and give them the feeling that they are all my VIPS.
Account Collection Specialist
October 2014-2017
Zim American Integrated Shipping – Va Beach, VA
Responsible for payment collections to ensure all past due amounts are collected while preventing current accounts to age further.
Document all collection activity and research activates into SAP as well as additional information required by management.
Support cash flow target by ensuring that all processes and procedures are completed while maintain the highest of quality standards.
Review all customers AR balances to ensure correct billing. Work interdepartmentally to ensure any inaccuracies are corrected.
Provide regular feedback to management on the successes and challenges and work to come with effective solutions to setbacks.
Investigate and provide suggestions for corrections or improvement on all issues that may prevent prompt collection of all payments.
Maintain a level of excellent and professional customer service at all times by being the main point of contact between Zim and the customer regarding all billing and collection activity. Completed any other duties assigned to me by management
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Experience Cont.
Government Billing Specialist
June 2008 to October 2012
ADS INC – Va Beach, VA
Complete daily billing tasks of various government contracts, while paying close attention to detail to avoid inaccurate billing and contract penalties. Responsible for maintaining an aging over 4,000 lines and keeping it under 3% I averaged a 2.1% from February until present. This was assigned to me in October of 2012. Daily use of ORACLE systems to ensure invoice accuracy and updated notations on accounts so all information was available to anyone who needed to retrieve it . Worked with DLA and DFAS on payment issues or contract modifications. Worked within ADS and our contracts team to ensure delivery dates were met and proof of delivery was provided to obtain payment.
Submitted EXCEL spreadsheets and reports on a daily basis. Billing Associate
March 2007 to June 2008
Electronic Systems Inc – Va Beach, VA
At ESI I was responsible for daily billing of contracts held by the company. My biggest account was Northrup
Grumman. I was responsible for weekly and monthly and end of quarter reports. Worked within Great Plains to ensure invoices generated were correct and accurate. Excellent customer service when dealing with questions or concerns regarding invoices. Worked with our in-side sales team to ensure payment and for obstacle resolution
Collector Contact USA 1996-1998
Responsible for collections of inside accounts as well as outsourced work for clients. Completed a course in successful negotiating in collections. While employed with Contact USA I was responsible for collection on accounts for the Law Office of David D Dickerson. Managing client portfolio reporting back results weekly. Meeting with the Attorney and paralegal team to discuss strategies and any obstacles. Building positive client relationships to ensure that our client and the debtor were both satisfied. I also worked 120 day –charge off for Bank of America. I started doing courtesy calls then was moved to 60-90, and finally to 120 to charge off. Responsible for noting accounts and updating management on payment progress . Extensive collections efforts, skip tracing, and internet searches to find good debtor contact information. I believe in collections the relationships you build are crucial to being a successful collector. I always strive for a “win-win” situation. I received a job offer directly from Bank of America to join their staff full time.
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Experience Cont.
Collector – BC Harris Publishing Company 1995-1996 Responsible for collecting on various accounts on an automated dialer in various stages of delinquency. I was responsible for updating all accounts with any new information. We had weekly meetings to discuss progress and brain storm new techniques that were becoming available to us. Although I had no experience when I was offered this position, I was able to quickly learn the process and become successful at the tasks that were assigned to me. I was promoted to Senior collector 40 days after I was hired. A very high volume of accounts with a more personal contact with debtors. I built positive relationships with the people in my customer base and was able to obtain the highest percentage of successful payment plans. Education
Tallwood High School 1994
Va Beach, Va, 23452
High School Diploma
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