Customer Service Senior Level
Resume:
Tosha Rice
**** ***** ****** ********, ** ***** (P) 908-***-**** email: **********@*****.***
Qualifications Summary
Senior level analyst with a proven track record of managing large-scale collections activities that has saved employers millions of dollars. Skillfully negotiates and enforces collections activities and expedites the clearance on delinquent accounts. Expertise combines a proficiency in developing and designing management reports, along with solid project coordination skills and exceptional research, analysis, and accounting abilities. Efficiently manages departmental operations, exercising strong organizational and people management skills.
Professional Profile
Novartis Pharmaceuticals
Order to Cash Analyst (Contract) June 2023 - Present
Worked firsthand with Trading Partners to resolve issues for deductions.
Responsible for obtaining backup or any documentation the customer disputed for all shortages, damages and price differences. Once documentation is obtained, worked with internal teams for resolution.
Led monthly calls with Trading partners to discuss issues and processes.
Weekly calls with internal Chargeback and Trade teams for input and provide status of account’s overall balances, discrepancies and increases if applicable.
Researched chargeback deductions by utilizing NCC and compared to open balances in SAP. If balances did not align requested, payback from customer.
Met monthly deadlines requested by upper management by either adding comments for deductions, past due invoices and aged credits.
Managed Cardinal account with AR consisting of over $500M.
Responsible for processing high-level credit reports utilizing v-lookups and pivot tables for verification of references and establishing validity of information provided. All reports were generated by me to send to customers and upper management.
Prioritizing line level deductions for Cardinal Chargebacks by researching in SAP and NCC the reasoning for rejections. Utilized the files in the Teams Channel to compare notes from both Cardinal and Novartis. Knowledgeable of settlement proposals with Cardinal.
Built relationships with Trading partners to obtain information and setup impromptu calls when necessary.
Utilized NCC for reporting purposes by researching the rejection status and amount and adding the rejected product to the Profit Center.
Maintains a professional work attitude with colleagues and business partners under all circumstances.
Innophos
Sr. Credit Analyst February 2020 – June 2023
Set up new customer new customer accounts by utilizing D&B
Handled all key accounts and worked with Customer Service & Pricing departments to make sure all deductions received credits and communicated if they were valid.
Work with sales & customer service for accounts that need to be released that were over their credit limit by running daily reports for the hold order screen.
Worked with the VP of finance for orders that need to be released that are over the team’s threshold amount.
Ran reports for management by utilizing excel skills such as v-lookups and pivots. Sent out a Top 25 report monthly for the AR team to capture all accounts that have the highest volume of past due invoices.
Worked directly with Management for special projects that consist of billing discrepancies.
Updated sales orders manually for invoices that were not captured due to logistic conflictions for both export & domestic orders.
Worked directly with AR manager to set up new SOP’s.
Trained all new hires by utilizing my AR experience and ensuring the necessary training was provided to the new employee.
Worked directly with cash application to reduce the amount of unapplied cash to accounts.
DSV Air & Sea
Team Lead/ Supervisor - Accounts Receivable August 2017 – February 2020
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Released loads on hold while constantly utilizing business decisions not to release loads if we could not come to an immediate resolve for payment within a 15 min time frame.
Beneficial with ACH, Wires and checks proper allocations of accounts.
Accountable for performing credit collections on accounts in the range of current to over 180 days past due.
Pursued payment in the form of collection correspondence, delinquent statements, and phone calls. Handled the receivables and collections of over $20 million for Global accounts.
Worked closely with branch managers to rectify and bring forth any EDI issues and to maintain a balanced communication dialogue for any problems to resolve expeditiously.
Making decisions with clear authority to write off balances according to strict guidelines.
Researched and resolved customer claims (shortages, pod’s, charge backs) while utilizing SOP’s.
Working in conjunction with the Credit Manager and assisting the Cash Specialists as necessary to insure proper application of customer remittances.
Prioritizing accounts and workflow to meet management goals. Communicating work in progress and final collection disposition to appropriate A/R and Credit Staff.
Preparing monthly reconciliation status reports for management.
Works directly with Director of Finance and Manager to implement new processes to reduce AR.
Worked directly with the director of Finance to maintain and establish SOPs to remain Sox compliant.
Supervised a staff of four by managing ADP for scheduled sick & vacation time and training all new employees using my AR/Credit skills while instilling the processes of the company.
Skilled in building excellent relationship with difficult clients to maintain a positive business outlook.
Ran D&B reports to identify the status of new account approvals; also made decisions on the amount a new customer could have for credit.
Fragomen, Del Rey, Bernsen & Loewy, LLP
Global Accounts Receivable Coordinator (Contract) September 2016 - August 2017
Researched and identified refunds processed in error totaling over $10K; requested stop payment on refund check; submit requests for error to be corrected.
Handle key international accounts and reduced Global AR balance by 30% prior to year-end close.
Communicate with Partners daily for inquiries that needed legal attention to ensure invoices were paid in a timely manner.
Consistently researched and identified misapplied payments and adjusted customer accounts.
Initiates processes by establishing expertise relationships with accounts by streamlining duplicate payments, seeking correct contacts to help resolve issues with outstanding balances.
Working closely with management for month end, quarterly and year end close by accurately forecasting monies that will come in prior to the dates of close.
Proficient in excel by using v-lookups and pivot tables to maintain accurate reporting.
Valeant Pharmaceuticals International
Sr. Credit Analyst December 2015- August 2016
Manage receivables with a portfolio of $500 million; Key accounts include Cardinal Health and numerous wholesale companies.
Ensured that at least 85% of invoices were paid in less than 60 days while monitoring accounts receivable balance.
Worked closely as a liaison between internal chargebacks team and wholesale chargeback’s team to offset chargebacks consistently. Collected on chargeback variances.
Worked daily with the returns department to assure that return credits were issued. Gained knowledge of pending returns with visibility to debit memos by utilizing Inmar.
Researched and resolved customer deductions; coordinate with business partners to resolve contested items, recommend appropriate action for item handling. Either issue credit or contact customer to collect unauthorized deductions
Worked directly with the director of Finance to maintain and establish SOP’s.
Communicate problems/opportunities in a timely manner as they related to customer’s payment and/or pending orders with customer’s A/P and procurement departments and field sales/management.
Stayed in compliance ensuring that no orders were released over the credit limit without increasing the credit limitations. Ran D&B and Experian reports to determine credit worthiness.
Follow-up on EDI electronic invoices to ensure customers are receiving documents timely and in accordance to requested billing inquiries.
Reconcile unapplied cash on accounts. Interface with finance and management to ensure payments received are applied correctly and monies balance on the general ledger.
Prepared monthly reports while utilizing Microsoft excel skills such as V-lookups and pivot tables.
Valeant Pharmaceuticals
Credit Analyst October 2013 – December 2015
Handled and reconciled surgical/hospital accounts.
Participated in Bausch and Lomb acquisition and company-wide system implementation.
Monthly bad debt analysis
Performed maintenance worksheets to write off and reconcile accts.
Multitask by placing calls to collect on delinquent accounts while receiving a high volume of inbound calls, also processed credit cards and assisted customers with all problematic inquiries.
Maintained customer’s receivables to determine if acct can increase credit limitations.
Implemented more effective collection policies and worked with sales team to engage them in collection process on larger accounts by putting accounts on hold until collected.
MAUSER USA, LLC
Credit & Collections Coordinator August 2007– October 2013
Process short payments from customers through analysis and research
Analyze customer financial conditions and authorize customer credit lines.
Apply cash flow into QAD system on a daily basis.
Responsible for the application of all foreign wires; maintain cash memos for numerous customers via AS400; various other duties and special projects as assigned.
Reconcile foreign exchange payments.
Investigate and resolve all deductions and credits on client’s account.
Support the general accounting group in ensuring that balancing of daily cash posting to the general ledger (G/L) are consistently applied.
Provide monthly statement of accounts to clients.
Make recommendations to improve quality invoicing and collection procedures.
Maintain management informed monthly of any changes on my assigned accounts.
Work with clientele whose net worth was over $1 million a year.
Maintained accurate credit and collections files and electronic notes for each customer’s account.
Conducted collection calls to collect Account Receivables
Performed assessments of current and new vendors
Process credit applications for new accounts
Heavy phone contact and correspondence with clients
Offered clients payment plans and monitored their scheduled payments.
Education
Union County College
HS Diploma, Plainfield High School
Computer Skills
MS Office (Word, Excel, PowerPoint, Outlook), QAD, SAP, Infoacces/Elemica, PeopleSoft, Carixa. Great Plains, Cargowise, VFT, MDG, JDE,NCC
Professional References
Lance Peters
Logistics Manager
Kishia Washington
Manager, DSV Air & Sea
Lisa Hill
Director Provider Network Management, Nexus Care
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