Project Manager Asset Recovery

JEAN N. BAKER

Email: *********@*****.*** Cell# 650-***-****

SOFTWARE

Yardi, MSOffice, VI/UNIX, Xedit, AS400 SETR, TCWMS, Mozilla browser, Sun Dashboard, Lotus Notes 6, Countrywide CFSC System, Access 2003, ASIS, Freddie Mac, HomeSaver, BPO Direct, ASIS, Communicator, ValueFinder (LandSafe), IPortal, LHIS, MS SharePoint, CSAD, Homebase, Moss Mitigation Financials, Urban, Aspect, CRM Tool, Salesforce, CRM Central, Google Docs, Tiger, RingCentral to send text messages, Zuora, TYSIS, Sidekick, Liveox, Kronos, Zopier, Nobel Phone System, ShoreTel, FSP, Idicore, Secretary of State for each state lookup, Google Voice, SMS for Texting, SAP, Box.com, MS Messenger, Filenet, CACS, CARS (Consolidated Asset Recovery System), ALS, Coupa, Skype, MSEdge, SharePoint, MS Teams, CIS, RevQ, Altigen phone system, TLO, IFS, MS BI, TWIX/DW

PROFESSIONAL EXPERIENCE

Therma – San Jose, CA (Contract - Robert Half) 6//2024 - 2/2025

Collector

Accomplishment:

Collected $477K that was past due over 121+ days

Collected $541K on old invoices dated in 2022 and 2023

DUTIES

●Sent emails on past due accounts looking up information on IFS - Account Statements, Service Contract Invoices, Word Order Invoices, Preventative Maintenance Invoice. Notated what was done on IFS Invoice Notes where to find out where to send the invoices to.

●Used Customer Aged Analysis Report on Excel to see what is past due. Used

●BI report to look at past due report that had more information on what kind of report I needed to look at to find the invoice.

●Received calls from people who I have sent invoices to who had questions about them.

●Used SharePoint to look up invoices that we cannot find in IFS

●Helped resolve invoicing issues so that the past due invoices finally get paid

●Worked with billing who helped me with the past due invoices

●Did research to help decided if there should be a credit on a past due invoice

●What total amount of past due invoices am I having to work with just under 25 million dollars of past due invoices

●Management created a collections dashboard that shows all of the invoices and all about them - due date, amount, project manager, how manny days past due etc. This was where we received past invoices from and an updated running total

City of San Jose City Hall - San Jose, CA (Contract – Robert Half) 2/2024 - 5/2024

Investigative Collector

Accomplishments:

Average people spoken to per day: 8-20 (keep in mind this is addition to my other work)

Number of payment plans 12 - 24 months most are 24 months are 65

Average balance of payment plans under $10,000

Used TLO for skip tracing

General Expectations of an Employee:

●Provide excellent customer service to internal departments and external customers.

●Perform high-quality work with attention to accuracy and completeness

●Adhere to policies including but not limited to City of San Jose Municipal Code and Water Service Policies and Procedures.

●Maintain regular attendance, request time off in advance and arrive at work on time.

●Communication and collaboration - communicate openly, directly, professionally, and cooperatively with City staff, inside and outside of the Finance Department

●Teamwork - build positive working relationships and anticipate the needs of others

●Take initiative - Volunteer for new assignments and strive for continuous improvement

●Ask for help - let others know when you need a hand to complete a task.

●Have an open mind and one perspective when approaching tasks/assignments.

●Serve as an example for sound financial decision making and stewardship.

●Training and development - Demonstrate learning and career growth.

Job Expectations:

●Procedural expertise/knowledge of CIS (Utility Billing Customer Information System)

●Collect on active accounts (Muni Water, Garbage and Sewer, Store & Sanitary) and collect on inactive accounts (i.e., closed accounts). This includes making recommendations and coordinating with the collection agency, as needed.

●Collect on ESD invoices that are billed through RevQ

●Interpret City and State policies and procedures, including City Ordinances, California Civil Code, and other regulations and guidance as applicable.

●Collect payments for city owned properties, government accounts.

●Administer garbage liens for delinquent solid waste accounts. Participate in the lien process and appeal hearing board meetings, monitor lien releases, put liens on property tax SA 0803.

●Run reports in CIS for payment arrangement, aging report and any other reports needed

●Modify the system to flag certain accounts in CIS (Monitor, rack and notify team)

●Monitor payment arrangement and conduct pick up routines for post arrangement payments as needed.

GAP BETWEEN JOBS: THE LAST ASSIGNMENT ENDED AND I WAS LOOKING FOR WORK

Morgan Advanced Ceramics - Hayward CA 8/2023 - 12/2023

Collections Specialist

Accomplishments:

Assisted in attaining a payment of $47,171.60 from an email that another customer mentioned they paid $10,178.50. These invoices were not past due, but they wanted to pay before the end of the year

DUTIES

●Helped find out why the wire transfers did not go through by contacting the customers then telling them what they needed to do to get the payment to go through working with a team

●Updated collections report on Excel

●Sent 3 emails - 1st one statements, 2nd one past due invoices, 3rd follow up if no response to first past due

●Other reports were on SharePoint

●Pulled aging report to email out Pending Credit Hold

●Cleaned up invoice database to make it easier to find invoices

●The number of accounts worked on about 200 at the bottom percent of past due accounts under $10,000.00

●Controller of company on the spreadsheet updated the past due accounts receivable and I had to go through it she would highlight status in yellow for pending credit hold and red in status for credit hold

●Participated in daily meetings using MS Teams to see how the spreadsheet numbers were going down.

●Also sent out emails to the sites FAI, MET, HUD, CER to also have them help in getting the past dues paid

Bank of the West – San Ramon, CA 12/2020 - 8/2023

(ACS Group - San Ramon, CA 2/2020 - 12//2020)

Consumer Repossession Representative II

Collections Coordinator/Personal Finance Division/Repossession Department

●Uploaded documents to Filenet/Appian/Personal

●Created letters then mailed them out via certified mail

●Created NOI /Analyst (Notice of Intent)

●In CACS changed the status on an account

●Used CARS to get information on an account

●Used Coupa to approve invoices

●Updated accounts about COVID

●Stocked In (cars/RV/boats)

●Checked the original loan document in Appian to see if there is a warranty or not

Landmark Financial Services – South San Francisco (Contract - Robert Half)

Collector/Customer Service 7/2019 - 9/2019 & 10/2019 - 12/2019

●Calling borrowers on their past due accounts

PG&E - San Francisco, CA (Contract - Enterprise Solutions) 1//2019 - 5/2019

Billing Analyst

●Part of the Invoice Review Team reviewing on SAP invoices to determine if they are post bankruptcy or pre bankruptcy by changing the block code in SAP

●Also contacted requisitioners to get dates of when the work was completed

Worldpac - Newark, CA (Contract – Aston Carter) 12/2018 - 1/2019

Collector

●Calling customers asking them for their payments on their outstanding balances these are current, over 30 days and over 45 days but almost all of them are current and past due balances under 30 days

●Processed ACH, credit cards, applied credits to businesses accounts posting these payments to their accounts

●Also emailed or faxed to them their monthly statements, invoices or copies of their credits

●Scheduled drivers to pick up their checks

●Helped out with RMA’s

●Notated all accounts on Salesforce

●Applied the necessary credits on the accounts

●Used AS400 as the ERP system

Pencom - San Carlos, CA (Contract – Randstad) 10/2018 - 11/2018

Collector

Business to business collections:

●Using information from the Trial Balance to get the money on 31- 45 days, 46-60 days, 61-90 days and over 90 + days past due

●Emailed customers their monthly statements and their outstanding invoices

●In one week I was able to lower the total outstanding on all of the past due amounts

●Trained in how to reconcile the accounts

Tesla – Fremont, CA (Contract – Volt) 9/2018 - 11/2018

Inside Sales/Support Representative Project

●Call customers to let them know their vehicle is ready to be picked up. Scheduled them to come into the factory. Had a huge push for Tesla to close as many deals as possible before the end of September so we will be encouraging them to come before the end of the month also be calling customers who are already scheduled to pick up their car in October and trying to entice them to pick it up earlier (September). Offered incentives for customers willing to reschedule their pick up date to a day in September. We were talking to high end customers that are paying a large amount of money for these vehicles. The software program used for doing this job was Salesforce. Used Google Voice and SMS for texting.

CCA - Mora Investigations – Fremont, CA 9/2017 - 8/2018

Collections – Part-Time

●Used Idicore for skip tracing to locate people, looked up: name, address, social security and reverse phone number

●Making over 100 outbound calls per day then transferring them over to a manager to try to get the payment

●Sending out text messages using RingCentral

●Emailing, texting, mail out settlement offers

●Using CRM to get information on some businesses

●Sending out emails

●Used Google to try to find businesses

●I have to be resourceful when doing a skip trace using the following: Idicore, Google and Secretary of State for the states where the businesses were located to get the contact information

●Now I am currently doing project work for the owner of the business since this is what I do best

San Francisco Fire Credit Union - San Francisco, CA (Contract Accountemps) 4//2017 - 7/2017

Collector

●Call members asking them for their past due for credit cards, car loans and personal loans

InternetBrands - San Francisco, CA (Contract - KForce) 2/2015 - 7/2015 & 9/2015 - 2/2017

(Formerly DemandForce)

Billing Collections Clerk

●Collection of manual billing and credit card activities

●Help customers get back on track by setting up a payment plan

●Training the new interns for our department

●Process account cancellations

●Go through what I have done on Salesforce and close out cases that need to be closed out for either their account is now current, or we have written off their account

●Assist in taking payments from enterprise accounts

●Answer the collections line taking payments or answering their questions that they may have

●Take off any alerts on their Demandforce portal - like billing alerts

●Organize and track information in a clear and concise manner

●Create payment plans and process them on their dates to get their account current

●Contact customers regarding past-due accounts

●Make recommendations to the collection manager regarding write-offs

●Reactivate customer accounts in Zuora

●Remove any alerts on their portal

●Report on AR collections, and balance daily to collections manager

●Review escalated billing cases in Salesforce; determine and execute the appropriate resolution for each case

●Process billing credits and refunds in Salesforce and Zuora

●Create cases and other records in Salesforce to ensure customer history is accurate and complete

●Communicate with Sales, Customer Care, Collections, Vendors and Customers to gather information as needed

●Reported to Collections Manager

Convergent Outsourcing - Renton, WA 11/2012 - 6/2014

Collector

Collected for Genesis Bankcard Services for the Milestone Credit Card and Milestone Gold Credit Card

●Make outbound calls to people on past due accounts

●Take inbound calls from the autodialer; taking check by phone payments, answering any questions that the cardholders might have regarding their monthly billing cycle statements

●Also assisting when a cardholder wants to get their account current or when they have a problem with the automated payment system offering to waive a late fee or to set up a payment plan

●Unlock cardholders online account and reset their password and assist them if they are having trouble

●Registering or making a payment online

●Track and log daily promise to pay stats

●Set up 6 check by phone payments so that the customer does not have to call in to make a payment on their account and also make any changes to the scheduled check by phone payments

Bank of America – Richardson, TX 11//2010 - 7//2012

(Aerotek - Richardson, TX (1/2009 - 11/2010)

Negotiator

●Created retail modifications, both permanent and trial modifications, shipped out to the borrower for processing. Used Salesforce for assisting customers with their loan modifications. Document verification, communicating with borrower

●Cancelled modifications that were incomplete or where the borrower did not qualify for modifications

●Communicated with borrowers asking for information/documentation, accepted payments; Reviewed loans for the following docs: last 2 months paycheck stubs, last 2 years tax returns, last 2 months of bank statements, current utility bill, hardship letter signed & dated, list of monthly expenses signed and dated

●Followed up with borrower regarding documents that have been received before emailing to the negotiator

●Special projects: helping out with training the new temp hires, data entry of title fees, helping out with side-by-side training of new people to our team, calling borrowers about money that should be applied to their loan for FHA, loan support

●Freddie Mac department, data entry of taxes, attorney fees and other documents

●Used Salesforce to keep in touch with the borrowers using their CRM tool where we could better track what stage the loan modification was in and to contact the borrower for any missing documentation. Did loan modifications for: VA Admin, Wells Fargo, Cal Housing, Impac and Impac Retail

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