Accounts Receivable Cedar Rapids

Jennifer Plehall

Cedar Rapids, IA ***** 319-***-**** **********@*****.***

Professional Summary

I am a hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. I am also skilled in team building, training development and implementing strategies and processes to improve productivity and efficiency.

Skills

Customer Accounts Management

Skip Tracing

Payment Plans

Accounts Payable and Accounts Receivable

Past Due Account Management

Dispute Resolution

Repayment Negotiations

Customer Relationship Management

Verbal and Written Communication

Team Leadership

Work History

CUSTOMER EXPERIENCE MANAGER, 09/2021 - Current

Michaels – Cedar Rapids, IA

Gain customer loyalty by fostering positive relationships with consumers

Facilitate regular team meetings to discuss customer issues, complaints, and suggestions for improvement

Develop and implemented customer service policies and procedures to ensure consistent, high-quality customer experiences

Receive, stock and replenish merchandise to keep inventory flowing through supply chain

Demonstrate proficiency in inventory management and stock replenishment processes

ASSET RECOVERY DEFAULT COORDINATOR, 01/2024 - 02/2025

GreenState Credit Union – North Liberty, IA

Negotiate settlements between creditors and debtors in order to recover assets efficiently

Identify issues causing delinquency

Provide peers coaching opportunities to improve collection activity

Outbound calling to provide a point of contact for members

Create effective strategies for minimizing losses due to non-payment by debtors

Ensure compliance is met while being professional upon interaction with members

Identify potential fraud issues against the member or company

ASSET RECOVERY SPECIALIST, 10/2018 - 01/2024

Vibrant Credit Union – Moline, IL

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

Organize meetings with key stakeholders involved in the resolution of an asset recovery matter

Identify potential areas of risk associated with asset recovery efforts

Create effective strategies for minimizing losses due to non-payment by debtors

Negotiate settlements between creditors and debtors in order to recover assets efficiently

Maintain accurate records of all activities related to asset recovery cases

Collaborate with legal team to develop strategies for recovering assets from debtors

Ensure compliance with all applicable laws, regulations, policies, and procedures when conducting asset recoveries

Recommend methods to reduce potential financial fraud losses

Monitor progress of ongoing asset recovery processes and reported any issues or delays promptly

BUSINESS ANALYST, 01/2016 - 01/2018

Toyota Financial Services – Cedar Rapids, IA

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

Built relationships with internal customers to ensure successful project outcomes

Delivered presentations on project progress at regular review meetings

MATURED LEASE SPECIALIST, 01/2013 - 01/2016

Toyota Financial Services – Cedar Rapids, IA

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

SENIOR COLLECTIONS SPECIALIST, 01/2010 - 01/2013

Toyota Financial Services – Cedar Rapids, IA

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

Performed skip tracing activities as needed in order to locate debtors who have moved or changed contact information

Processed incoming payments via check, credit card, wire transfer or ACH

Managed high-volume workloads while adhering to tight deadlines and maintaining a high level of accuracy

STAFF SUPPORT SPECIALIST/TRAINING COORDINATOR, 01/2008 - 01/2010

Verizon Business - Verizon Telecom – Cedar Rapids, IA

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

AGENCY SPECIALIST, 01/1999 - 01/2008

Verizon Business, formerly MCI, MCI Agency Relations – Cedar Rapids, IA

Implemented the resolution of customer concerns that are led 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

CUSTOMER SERVICE SPECIALIST, 01/1997 - 01/1999

MCI, MCI Conferencing – Cedar Rapids, IA

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

COORDINATOR AND RESERVATIONIST, 01/1995 - 01/1997

MCI, MCI Conferencing – Cedar Rapids, IA

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

CUSTOMER SERVICE SUPERVISOR, 01/1992 - 01/1995

American Home Shield – Carroll, IA

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

Resolved escalated customer issues with patience and understanding

Trained customer service representatives on customer service standards, policies, and procedures

Maintained up-to-date knowledge of changes in products or services offered by the company

Implemented best practices for handling difficult conversations with customers while maintaining professionalism

Developed strategies to improve customer service processes, increasing efficiency and productivity of the team

Collaborated with department leads and senior management to coordinate operations and drive improvements

SENIOR RECEPTIONIST, 01/1989 - 01/1993

Kraus Chiropractic Clinic – Carroll, IA

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

Performed administrative duties such as filing, photocopying, faxing documents and other paperwork as needed

Demonstrated excellent customer service skills when dealing with inquiries, requests and complaints

Education

ASSOCIATE OF ARTS

Des Moines Area Community College - Carroll, Iowa

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