Jennifer Plehall

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

Cedar Rapids, IA

319-***-**** cell

ady9dd@r.postjobfree.com

I am a results-oriented business professional with proven abilities in planning and managing projects, improving efficiency, team building, and training development. I am also skilled in analyzing existing operations and implementing strategies, processes, and technologies to improve productivity and efficiency. Expertise in:

*Efficiency Improvement

*Customer Relations

*Coaching

*Planning

*Process Improvement

*Results Oriented

*Problem Solving

*Project Management

*Team Building

*Team Player

Professional Business Experience

Vibrant Credit Union 2018-to present

Collections Officer

• Develop and maintain a tracking system of incoming and past due payments with current members

• Identify issues attributing to account delinquency and discuss resolution

• Initiate overdue payment notices to relevant parties

• Make contact with relevant parties via phone calls in a professional manner

• Provide follow-up on payment arrangements with members in a timely manner

• Inform debtors of their payment status and timelines for repayment Toyota Financial Services 2016 - 2018

Business Analyst

• Established roles and responsibilities that clearly defined tasks and improved overall organization and productivity

• Teamed with program management to develop new concepts for a new system

• Planned and structured daily conference calls to develop new procedures

• Managed and coordinated action plans for daily operations

• Established work priorities and ensuring consumer and business issues are handled efficiently

• Directed team efforts to identify and implement organization wide improvements Toyota Financial Services 2013 - 2016

Matured Lease Specialist

• Established rapport with customers and dealers and provided personalized service

• Informed customers of any turn in charges related to the lease agreement

• Made outbound collection calls in a professional manner while keeping and improving customer relations

• Reviewed and monitored assigned accounts to ensure proper turn in and closure of the lease agreement

• Mailed correspondence to customers to encourage timely return of the vehicles Faxed documents to accounts and follow up

• Resolved lease agreement issues and communication issues with dealers in a timely manner Toyota Financial Services 2010 - 2013

Collections Specialist

• Serviced Toyota clients by providing thorough investigation of outstanding accounts receivable dollar from the existing client base

• Reviewed open accounts for collection efforts

• Made outbound collection calls in a professional manner while keeping and improving customer relations

• Resolved client-billing problems and rescues accounts receivable delinquency, applying good customer service in a timely manner

• Collected customer payments in accordance with payment due dates

• Identified issues attributing to account delinquency and discuss them with management

• Reviewed and monitored assigned accounts and all applicable collection reports

• Provided timely follow-up on payment arrangements

• Mailed correspondence to customers to encourage payment of delinquent accounts

• Faxed documents to accounts and follow up

Verizon Business - Verizon Telecom 2008 - 2010

Staff Support Specialist/Training Coordinator - Invoice Validation & Quality Management

• Implemented a Method & Procedure document for each invoice validation process

• Coached and developed training courses and materials

• Trained employees on new procedures upon implementation

• Reinforced processes by monitoring, quality checks and providing feedback

• Created strategies to ensure objectives are met

• Established clear roles and responsibilities for each function within the organization

• Structured and developed a set of procedures to be used when assisting internal teams with research for internal cases

• Provided project leadership to support department objectives

• Serviced as a subject matter expert for all channels/vendors supported

• Ensured ongoing operations and objectives are met with corporate policies and compliance

• Supported the department during internal audits and interface with internal and external audit regulators

• Implemented weekly/daily call with outside departments to support new projects

• Created evaluation reviews for direct reports

• Conducted audit measures to ensure invoices are being paid within contractual compliance Verizon Business - formerly MCI 1999 - 2008

Agency Specialist - MCI Agency Relations

• Implemented the resolution of customer concerns that are filed with state agencies, the FCC and the Better Business Bureau

• Handled calls received on a toll-free number which allows commission offices and clients to contact MCI to resolve issues

• Provided a high level of customer service representing MCI Executives Offices

• Exercised excellent communication and organizational skills, including day to day contact with clients and commission offices

• Prepared written correspondence and billing detail to regulatory bodies and customers

• Provided billing and payment history to customers

• Handled calls regarding collection activity and suspension of phone service on behalf of MCI MCI 1997 - 1999

Customer Service Specialist, MCI Conferencing

• Serviced MCI conferencing clients by providing thorough research and investigation with every concern

• Facilitated the operation of an 800-line assisting client with billing, rate, contract and credit issues

• Prepared an ongoing report to reduce the number of complaints received

• Created and prepared a presentation used to outline how to efficiently communicate customer issues from other departments to customer relations MCI 1995 - 1997

Coordinator and Reservationist, MCI Conferencing

• Implemented the process for establishing a reservation for a conference call

• Responsible for establishing a conference call by dispatching participants to a call and further monitoring to sustain excellent service professionalism American Home Shield 1992 - 1995

Customer Service Supervisor

• Facilitated the operation of an 800 line assisting customers with questions regarding American Home Shield and its partner companies: ServiceMaster, TruGreen/ChemLawn, Terminix and Merry Maids

• Coordinated the application process of home warranties between American Home Shield and the real estate agents, homeowners and/or title companies Kraus Chiropractic Clinic 1993 - 1989

Senior Receptionist

• Supervised and trained a three-person office staff

• Prepared correspondences, document invoices, organized mailing of a monthly newsletter

• Organized materials for various training sessions

• Posted billing and prepared various invoices for clients References provided upon request

Education

Associate of Arts

Des Moines Area Community College - Carroll, Iowa

Computer Skills

Proficient with Microsoft Suite, Excel, PowerPoint, Word, Visio, Outlook

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