Account Management Customer

NEENA BELL-JOHNSON

Charlotte, North Carolina 704-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Experienced operations and business management professional with over three decades of expertise across logistics, data processing, and customer account management in industries like telecommunications and financial services. I have a proven track record of driving operational efficiencies, reducing processing errors by up to 20%, and increasing team productivity by 25% through workflow optimization and process improvements. With technical proficiency in AS/400 systems, workforce management tools, and Microsoft Office Suite, I consistently deliver on performance metrics while ensuring compliance with regulatory standards. My ability to scale operations, streamline processes, and reduce operational costs by 22% has been key in enhancing production value and achieving organizational goals. In my leadership roles, I have successfully managed cross-functional teams, improved customer retention by 15%, and contributed to overall business growth through proactive account management and client-focused solutions. As a Certified Mail Management Professional (CMMP) and Six Sigma Yellow Belt holder, I bring a strategic mindset to problem-solving and continuous improvement. I am eager to leverage my skills in process automation, team leadership, and quality assurance to drive operational success and growth in my next organization. TECHNICAL SKILLS

• Logistics & Distribution Management: Expertise in package handling and processing through FedEx, UPS Express, and other mailing platforms, ensuring timely and accurate distribution.

• Workforce Management Systems: Skilled in workforce scheduling, timekeeping systems, and process optimization, using advanced tools to enhance operational efficiency.

• Data & Document Processing Systems: Proficient in AS/400 systems for data input, document imaging, and managing high- volume transaction workflows, including experience with Lotus Notes for collaborative environments.

• Office Automation & Equipment: Experienced with a wide range of office technologies, including Microsoft Office Suite

(Excel, Word, Outlook, PowerPoint) and automated office machinery. Project Coordination & Production Analysis: Ability to analyze and optimize production workflows, increasing throughput and efficiency in mail processing and document management systems.

• Client Relationship & Billing Systems: Expertise in customer account management, troubleshooting, and billing systems, with experience in handling discrepancies, retention strategies, and payment processing.

• Reporting & Data Analytics: Advanced knowledge of Excel for generating reports, analyzing operational data, and using metrics to drive performance improvements and streamline workflows. SKILLS

• Cross-Functional Leadership & People Management • Project Management & Human Resources

• Business Management & Administration • Superior Customer Service & Client Engagement

• Managed Care & Regulatory Compliance • Relationship Building & Vendor Negotiations

• Strategic Business & Business Planning • Records Documentation & Production Analyst

• Testing/QA/Rollout/Support • Leadership Development

• Project Costing, Budgeting, & Timekeeping/ Scheduling • Excellent Verbal & Written Communication

• Strategic Planning & Risk Assessments • Creative Problem Solving & Complex Analysis

• Organizational Development & Information Systems • Database Management & Billing Systems

• Human Resources Development & Talent Acquisition • Records Documentation EXPERIENCE

IT Support Specialist Trainee

AvidXChange/ Exela Technologies, Charlotte, NC March 2021 – Presently

• Processed over 3,000 incoming mail items daily, accurately sorting by PO Box and ensuring timely input into the system, reducing discrepancies by 15%.

• Collaborated with billing and finance teams to route time-sensitive financial documents, improving processing times by 20% and ensuring compliance with company protocols.

• Conducted quality control checks on all mail, ensuring accurate scanning, routing, and adherence to company policies, while maintaining secure handling of sensitive information.

• Optimized workflows by identifying bottlenecks, reducing processing times by 10%, and creating a Standard Operating Procedure

(SOP) that enhanced team efficiency and consistency.

• Monitored mail volume trends and adjusted staffing and processes to reduce peak-period backlogs by 25%, ensuring smooth daily operations.

Administrative Specialist

BancTech/ Exela Technologies, Charlotte, NC September 2017 – March 2021

• Processed remittances and bill payments for key clients including Chase, JP Morgan, Discover, Century Link, Duke Energy, Office Depot, and others, ensuring timely and accurate handling of payment transactions and bill processing; efficiently packaging and labeling items for return, ensuring timely dispatch to meet strict pick-up deadlines.

• Managed returns of unprocurable items such as correspondences, rejected transactions, and incomplete checks, coordinating with UPS Express and FedEx to ensure secure, tracked delivery back to the respective companies.

• Maintained high accuracy in payment processing and record-keeping, reducing error rates by 15% through diligent cross- verification while ensuring compliance with audit requirements and safeguarding sensitive financial data.

• Collaborated with client billing teams to resolve issues related to payment discrepancies, missing information, or incomplete documentation, resulting in a 20% reduction in delayed payments and improved client satisfaction.

• Established and followed standard operating procedures (SOPs) for payment processing and item returns, ensuring compliance with company policies and industry standards, while improving team efficiency. Delinquent Bill Processing Agent

IQOR, Charlotte, NC March 2007 – September 2017

• Led and supervised a team of 25 employees, implementing continuous improvement initiatives to enhance productivity and align workforce capabilities, while driving process improvements that increased efficiency by 26%.

• Managed key customer service functions, resolving billing discrepancies through account reconciliations, providing financial counseling, and achieving first-call resolution to improve client satisfaction and retention.

• Ensured compliance with regulatory standards (PCI-DSS, GDPR, IRS), maintaining data confidentiality, securely handling sensitive financial information, and aligning account processes with privacy policies.

• Collaborated with cross-functional teams (finance, compliance, IT) to streamline data processing workflows, ensuring timely and accurate submission of payment records and achieving a 99% data accuracy rate.

• Monitored KPIs such as payment collection rates and customer retention, resulting in measurable improvements in payment plan compliance and overall customer satisfaction.

Office Manager

Sprint PCS, Charlotte, NC August 2000 – March 2007

• Managed day-to-day office operations, including greeting clients, answering phone inquiries, verifying timesheets, and distributing payroll checks, ensuring smooth and efficient client interactions.

• Coordinated employment application processes, facilitating communication between managers, clients, and customers to establish and maintain professional working relationships.

• Led and directed a team of 25 employees, implementing continuous improvement initiatives to enhance productivity and align workforce capabilities with company objectives.

• Spearheaded the development of annual business cases for grant funding, successfully securing financial resources to support key business and operational priorities.

• Managed budgeting processes, ensuring that all financial decisions supported strategic business goals while monitoring performance against key financial and operational metrics. EDUCATION

Johnson C. Smith University Charlotte, NC

Bachelor of Science: Psychology: Concentration in Family CERTIFICATIONS & ADDITIONAL PROFESSIONAL ACTIVITIES

• Certified Mail Management Professional (CMMP) – November 2008 Recognized for excellence in managing high-volume mail processing and distribution through leading logistical systems.

• Microsoft Office Specialist (MOS) – Excel, Word, PowerPoint – Month/Year of Completion Certified in advanced use of Microsoft Office Suite, including data analysis in Excel and presentation creation in PowerPoint.

• AS/400 System User Certification – April 2000

Validated proficiency in AS/400 system operations for data entry, document management, and workflow automation.

• Six Sigma Yellow Belt Certification – June 2000

Demonstrated foundational skills in process improvement methodologies to enhance operational efficiency and reduce errors.

• Professional Memberships:

o Member, Association of Mail and Business Communications Management o Member, National Association of Office Managers

• Professional Development:

o Participated in training on Time Management and Workforce Scheduling Systems to optimize labor allocation and increase productivity.

o Attended webinars on Document Imaging Systems and Workflow Automation to stay updated on industry best practices.

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