Results-Driven Accounting & Collections Professional

Melissa A Riddle

**** * ****** ** *** ****

Phoenix, AZ 85029

Cell Phone: 602-***-****

************@*****.***

Results oriented professional seeing a position with a progressive and dynamic company. Accomplished accounting clerk with 10 plus years’ experience in all areas of accounting, human resources, administration and customer service.

Employment History

Senior Collections Specialist

07/2023 – 10/2024 Discover Financial Services Phoenix, AZ Responsible for collecting delinquent credit card accounts through varying channels (outbound, inbound, assigned queues and chat sessions). Minimizes losses to the company by determining the best method or tool to collect on delinquent accounts. Utilizes professional and persuasive communications to keep the goodwill of customers. Responsible for leaving professional and urgent messages in an attempt to get the customer to call back. Uses multi-tasking skills to handle back-to-back calls in a fast-paced call center environment. Actively manages and escalate risk and customer-impacting issues within the day-to-day role to management. Mortgage Servicing Professional

07/07/2021 - 02/21/23 Cenlar FSB Tempe, AZ

Handle all levels of mortgage servicing inquiries related to loans. Use advanced systems to research and resolve inquiries while continuously providing first-call resolution. Explain mortgage servicing process information to borrowers. Make decisions to resolve customer issues. Resolve borrower and client complaints requiring in-depth research and provide written explanations of research problems/resolutions Resolve disputes and perform root cause analysis. Accurately track and document all communications with customers to provide a detailed history of contact. Promote products and services with a focus on customer satisfaction and retention. Identifies, recommends and contributes to process improvement. Actively contribute to the overall productivity and success of your team. Take ownership of the customer experience.

Customer Service Representative

10/2020 - 02/2021 Maximus Federal Phoenix, Az

Responding to numerous phone inquiries Using standard technology: telephones, e-mail and web browsers Assisting callers in finishing online applications Completing daily electronic call logs Filling out timesheets Adhering to privacy rules Connecting callers with leadership as needed Maintaining up-to-date knowledge of regulations and policies as they apply to the healthcare programs we service Reporting problems through an easy online system Responding to telephone inquiries within set time parameters Completing all assigned training as necessary

Staffing Specialist/Payroll

04/2018 – 02/2019 Horizon America Lafayette, IN

Deliver high quality customer service to clients and associates. Provide a variety of administrative assistance. Recruit and interview associates for temporary, temp to hire, and direct hire entry level positions. Obtain detailed information from the client to make solid associate matches. Administered schedules and provided associate orientations, coach and counsel associates to ensure quality performance and job satisfaction. Maintain client and associate records to ensure completeness and accuracy. Produce requested management reports in excel, including EEOC tracking information. Manage and coordinate all aspects of temporary positions for RR Donnelley, including payroll, accounts payable, accounts receivable, and conversion fees, staffing orientations, background checks, drug screening and training. Worked closely with associates, supervisors, managers and HR to fulfill client and associate needs.

Account Specialist

10/2017 – 06/2018 Star Ambulance Crawfordsville, IN Receive and track daily run sheets, Prepare and submit ambulance claims to Medicare, Medicaid, Veterans and third party insurance carriers either electronically or by hard copy billing according to information provided in run sheet, Secured needed medical documentation required by insurances such as HIPAA forms, physician medical necessity forms, patient care reports, and hospital face sheets, receive and apply payments from Medicare, Medicare supplements, Medicaid, HIP and third party insurance companies, reconcile accounts and follow up regarding missing or short payments, notating accounts reviewed and attaching necessary documentation within the system, calling patients, facilities, insurance and attorneys as needed to research claims, verify patients insurance information using various websites, review and submit finalized rejections stemming from electronic billing and the correction and resubmitting of the same, review denials and made adjustments or corrections to resubmit claim for payment, file appeals when necessary, generate and follow up on self-pay bills to patients for portion not covered by insurance, customer service, apply payments received by self-pay, greet clients as the walk in the office and receive and post payments brought in by clients.

On Site Coordinator/Manager

07/2013 – 09/2016 Manpower Crawfordsville, IN

Deliver high quality customer service to clients and associates. Provide a variety of administrative assistance. Recruit and interview associates for temporary, temp to hire, and direct hire entry level positions. Obtain detailed information from the client to make solid associate matches. Administered schedules and provided associate orientations, coach and counsel associates to ensure quality performance and job satisfaction. Maintain client and associate records to ensure completeness and accuracy. Produce requested management reports in excel, including EEOC tracking information. Manage and coordinate all aspects of temporary positions for RR Donnelley, including payroll, accounts payable, accounts receivable, and conversion fees, staffing orientations and training. Worked closely with associates, supervisors, managers and HR to fulfill client and associate needs. Office Manager

08/2009 – 04/2013 OCP Business Interiors Indianapolis, IN All aspects of accounting; process all accounts payable, set up new vendor accounts, process bi-weekly payroll through Paychex, and in house payroll for subcontractors, maintain employee files, receive and post checks, credit cards and ACH payments and ensured all entries recorded to general ledger, maintain and balance customer accounts and bank accounts daily and monthly. Analyzed all monthly reports as a guideline to determine if a refund should be processed and processed any necessary refunds. Reconciled and maintained all customer accounts to ensure all cash application issues related to payments were processed timely to maximize company cash flow. Preformed necessary corrections and edits. Confer with clients, complete bidding of new jobs, keep client informed of delivery, installations, and communicate changes and obtain approval for all aspects of the job from bidding to job completion. Match PO’s to invoices, key invoices and process payments. Invoice weekly invoices and collect and post payments. Send monthly statements to clients, reconcile accounts, and post to general ledger. Maintained all minority certifications, OSHA logs, processed quarterly and yearly tax reports as well as W2’s and 1099’s. Supervise and oversee the 40 sub-contractors/employees including scheduling and project management.

Accounts Payable/Payroll

02/2008 – 07/2009 The Lane House Crawfordsville, IN Fill in for receptionist, answer phones, assist residents and family members as needed, process all accounts payable, set up new vendor accounts, process bi-weekly payroll through ADP, maintain employee files, receive and post payments for statements, journal entries, maintain and balance back reconciliations daily and monthly, backup for business office manager. Admit residents checking common working files, MCR and MCD billing as well as private and personal insurance billings.

Accounts Receivable Clerk

08/2002 – 06/2006 Road Machinery Company Phoenix, AZ Insured that all necessary information such as purchase orders etc., were correct to process billing. Handled all pre-liens and lien waivers. Prioritized and balanced all daily functions effectively. Processed all customer invoices following the billing requirements of each customer. Accelerated collections efforts on delinquent accounts to ensure balances did not exceed 30 days. Resolved all customer disputes such as price discrepancy issues and purchase orders. Posted all cash receipts including lockbox and electronic wires. Extensive research and corrected all charge backs and overpayments made by the customer. Created monthly ageing reports. Analyzed all monthly reports as a guideline to determine if a refund should be processed and processed any necessary refunds. Reconciled and maintained all customer accounts to ensure all cash application issues relate to payment were processed timely to maximize company cash flow. Performed necessary corrections and edits. Interacted with various departments to solve customer issues. Reviewed all new credit application and analyzed Dun and Bradstreet and Experian report to establish credit limits. Built strong client relations with various customers during my business to business and to individual collections. Process several projects given to me by the CEO an Assistant Controller that included extensive research and spreadsheet preparation.

Qualification Highlights:

Accounting/payroll experience, ten-key by touch, multi-line switchboard, Quick Books Pro, Microsoft Office, (work, excel, outlook, PowerPoint), WordPerfect, Lotus 123, Lotus Works, Windows 95, 98, ME, Vista, 7 and 10, PeopleSoft, NDS, SAP, ADP, Keanne, Kronos, Microsoft Google, ICES, SMART, Medicaid Website, Avality, CSNAP, AIM Billing and Dispatch, Trizetto,

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