Customer Service Business Development

Ivelisse Hernandez

**** ******* ****** ***, ******* Beach, FL 954-***-**** **************@*****.*** LinkedIn Profile

POSITIONING STATEMENT:

Accomplished, resourceful and detail-oriented Revenue Recovery Professional with over 10 years’ experience. Exemplary track record of outstanding customer service while establishing payment arrangements to delinquent borrowers in motivating them to pay timely.

CORE COMPETENCIES:

Revenue Recovery

Cash Management

EDI Transmissions

Account Reconciliations

Wholesale Chargeback

Process Improvement

Deductions Resolutions

Workers Comp Compliance

Revenue Analysis Reports

Customer Relationships

Business Development

EOM Closing Reports

PROFESSIONAL EXPERIENCE:

JGR Copa LLC- Remote

Accounting/Imports Clerk Dec. 2021 to Present

• • Plans and oversee the flow of goods for international and domestic traffic.

• Calculates duties, tariffs, price conversions, weight, and volume of merchandise exported and imported.

• Prepares financial reports and various accounting statements.

• Posts journal entries to general ledger.

• Generates summary sheets to be used by supervisor or auditor.

• Proofs accounting reports for clerical accuracy.

• Allocates expenditures to correct accounts according to departmental procedures.

• Performs other related duties as assigned.

• Serves as a liaison between agents, brokers, banks, shippers, and warehouse facilities.

• Expedites shipping of goods into and out of the country.

• Resolves customs delays.

• Performs other duties as assigned.

• Posting all incoming payments

• In Charge to handles all the Account Receivables.

• Make collections calls.

Mapei Corp. – Deerfield Beach, FL Sept. 2017 to Dec.2021

Accounts Receivables Specialist

Process customer credits and rebates.

Perform cash applications.

Download monthly deductions and problem invoices from Retail Customer’s Link, dispute and reconcile, as well as Home Depot.

Provide documentation to Retail Customers and dispute payment reductions (Lowe’s – via Lowe’s Link) and Home Depot Portal.

Work with other Accounting Staff to match and remove items (debits/credits) on the aging report. Analyst, reconcile cash application for inter company (Caribe) Temp duties.

Follow up on short paid invoices for Retail customers. Work with Sales/Customer Service as needed to resolve any service-related issues.

Follow through deductions until closed (payment or non-payment and posted to aging).

Analyze repayment on Retail charge back items.

Compare deductions with fill rate data to isolate potential areas of improvement.

Identify problematic trends related to payment refusals and communicate issues to appropriate departments.

Perform various analyses as requested by management.

Perform other duties as required.

Materne North America – New York, NY Temp. Position - July 2016 to Dec 2016

Accounts Receivable Analyst

Post checks of customer accounts.

Research and resolve all deductions taken.

Notify customers for Past due invoices.

All A/R projects as needed such as pulling BOL’s, and PODs for older shortage claims

The Accounts Receivable & Collection Specialist reports to the Accounts Receivable Manager and is responsible for all customer related activities from a—z (invoice to payment application+ accurately categorizing authorized deductions with backup and fighting to recover unauthorized deductions (mainly logistical). Also, responsible for collecting and report activities according to specific deadlines, monitoring customer account details for non-payments, delayed payment and other irregularities, maintaining and reconcile accounts receivable by customer files.

Baldor Specialty Food – Bronx, NY June 2015 to June 2016

Accounts Receivables/Collections

Making 55+ collection calls daily.

Managing 300-400 assigned accounts, low to high dollars.

Arranging for debt repayment or establishing repayment schedules based on customer’s financial situations.

Constantly following up with customers to ensure a quick and easy repayment process.

Applying invoices and processing customer credits.

Resolving unpaid balances, advising customers of necessary action steps and useful strategies for repayment.

Maintaining an updated financial status report for assigned accounts.

Reviewing the terms of sales, service and/or credit contracts with customers.

Performing various administrative functions for assigned accounts, such as recording address changes, sorting, filing and answering correspondence.

Locating and monitoring overdue accounts, using aging report and an automated system.

Receivable Management Services – New York, NY May 2013 to May 2015

Recovery Agent

Present Contacted debtors regarding accounts placed in collections unit.

Clarified issues presented by creditors to facilitate collections on their behalf

Provided information, set up payments and followed up on payments to assure settlements of accounts on creditor’s behalf.

Worked in compliance with New York State Worker’s Compensation requirements.

Responsible for claims greater than monthly contingent revenue.

Had individual accountability for collection performance.

Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors.

Brent & Coven, LLP – New York, NY May 2012 to Feb 2013

Account Receivable

Handled a broad range of internal processes encompassing the daily management of, billings, collections, reconciliation, data entry, computerized, manual/cash batch.

Post invoice payments to client’s account.

Provide all client monitoring of delinquent past due accounts and collaborated closely with Attorneys and Paralegals.

Accion USA – New York, NY Feb 2006 to Sept 2010

Senior Recovery Agent Associate (Team Leader)

Daily management of accounts for delinquent borrowers.

Skip tracing with Accruing.

Handling all follow-up on repossessions

Referring clients to an outside collection agency when necessary

Recording daily delinquents for all branches

As Team Leader, coached, trained and advised on complicated issues.

Handled customer inquiries, complaints, billing questions and payments extension/service requests. Calm angry callers, repair trust, locate resources for problems resolution and design best-option solutions.

Interfaced daily with internal partners in accounting, field services, new business, operations and customer affairs divisions.

EDUCATION:

NYS Office of Children and Family Services (Case Worker)

General Equivalency Diploma (G.E.D)

Completed customer service training. Topics included how to:

Greeting transfer and hold calls

Build rapport, listen, clarify and manage conversational flow

Manage upset customers, conflicts and challenging situations

Deliver outstanding service, exceed expectations and build long-term loyalty

Work in teams and in a self-directed environment

TECHNICAL SKILLS:

Microsoft Office (Word, Excel, Outlook) (Microsoft Zimba), Windows 7, 10

AS4000/Noble System

Lexis Nexus (Accurint)

SAP Business 1

Cube, Cats and Calli paycheck by phone and Credit Cards.

LANGUAGE SKILLS:

Speak, Read, and Write in Spanish

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