Customer Service & Accounts Receivable Specialist
Resume:
Maria Cropper
Gresham, OR *****
************@*****.***
Professional Summary
Diligent professional with 10+ years of work experience and a proven knowledge of contract compliance, customer needs assessment and key account management. Aiming to leverage my abilities to successfully fill Customer Service role at your company. Work Experience
Office Admin/Customer Service/ Accounts Receivables TGI-Portland, OR
May 2023 to Present
• Handled incoming calls, emails, and mail; directed inquiries to appropriate personnel or provided necessary information
• Maintained confidentiality of sensitive information while handling employee records, financial documents, contracts, etc
• Created and maintained electronic filing systems to ensure efficient organization and retrieval of documents
• Assisted in the preparation of reports, presentations, and correspondence by gathering data and formatting information
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
• Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
• Utilized CRM software to accurately document interactions with customers and track issue resolution progress
• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
• Maintained confidentiality of sensitive financial information during transactions
• Performed opening/closing duties including counting money in the register before/after shifts
• Managed customer complaints or concerns promptly, ensuring a positive resolution and maintaining customer satisfaction
• Managed accounts receivable process, including invoicing, payment tracking, and collections
• Instituted a monthly reconciliation process between accounts receivable records and general ledger entries to identify discrepancies or errors
• Participated in regular meetings with senior management to provide updates on accounts receivable performance metrics
• Demonstrated proficiency in using Excel spreadsheets for data analysis, reporting, and forecasting purposes
• Provided training sessions on best practices for invoice preparation, billing accuracy, and effective collections techniques
Customer Contact Representative
NW Natural-Portland, OR
August 2021 to October 2022
Issued Meter and Service Orders for Appliance Inspection and
• Adjustment
Addressed customers courteously using suitable methods and
• problem-solving skills.
Delivered personalized customer service relating to questions and
• promptly resolved basic problems on customer accounts. Utilized automated systems to log and retrieve call information.
• Updated and maintained database with accurate customer
• information and timely data entry.
Provided account information to customers and explained bill
• service policies and customer rights.
Investigated and researched issues to determine root causes and
• appropriate resolution methods.
Responded to telephone inquiries and complaints following standard
• operating procedures.
Maintained logs and documentation to detail key information
• regarding incoming and outgoing calls.
Developed and maintained working knowledge of internal policies,
• procedures and services to appropriately address customer issues. Navigated multiple computer systems and applications and utilized
• search tools to find information.
Recorded details of inquiries or complaints to maintain up-to-date
• records of customer interactions and transactions. Made appropriate account corrections to resolve customer
• problems.
Senior Contact Center Representative
US BANK-Portland, OR
March 2019 to July 2021
Answered calls, left voicemails and scheduled follow-up calls to drive
• customer engagement.
Managed and resolved issues with customers during calls by
• following determined script.
Assisted managers by training new personnel to improve onboarding
• process.
Used database system to record notes and call information.
• Navigated multiple computer systems and applications and utilized
• search tools to find information.
Recorded details of inquiries or complaints to maintain up-to-date
• records of customer interactions and transactions. Gave accurate and appropriate information to answer questions,
• troubleshoot issues and resolve complaints.
Learned company policies, rules and performance requirements to
• achieve successful calling metrics.
Met performance goals and call center metrics in fast-paced
• performance setting.
Anticipated customer concerns on calls by providing additional
• information.
Sr. Specialist II
US BANK-Portland, OR
March 2019 to July 2021
• Answered calls, left voicemails and scheduled follow-up calls to drive customer engagement.
• Managed and resolved issues with customers during calls by following determined script.
• Assisted managers by training new personnel to improve on-boarding process.
• Used database system to record notes and call information.
• Navigated multiple computer systems and applications and utilized search tools to find information.
• Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
• Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
• Learned company policies, rules and performance requirements to achieve successful calling metrics.
• Met performance goals and call center metrics in fast-paced performance setting.
• Anticipated customer concerns on calls by providing additional information.
• Created and maintained standard operating procedures (SOPs) for the customer service department, ensuring consistent delivery of exceptional service
• Monitored key performance indicators (KPIs) such as average response time, first call resolution rate, and customer satisfaction scores to drive continuous improvement efforts Managed a team of XX customer service representatives, providing guidance and support to ensure high- quality customer interaction
Admissions Advisor
AIU-Hillsboro, OR
April 2005 to February 2007
Maintained accurate and complete student records as required by
• laws, district policies and administrative regulations. Instructed individuals in career development techniques, such as job
• search and application strategies, resumed wrote and interview skills. Prepared reports on students and activities as required by
• administration.
Counseled individuals to help understand and overcome personal,
• social, or behavioral problems affecting educational or vocational situations. Planned and conducted orientation programs and group
• conferences to promote adjustment of individuals to new life experiences, such as starting college. Conducted follow-up interviews with counselees.
Admissions Advisor
AIU-Hillsboro, OR
April 2005 to February 2007
• Maintained accurate and complete student records as required by laws, district policies and administrative regulations.
• Instructed individuals in career development techniques, such as job search and application strategies, resumed wrote and interview skills.
• Prepared reports on students and activities as required by administration.
• Counseled individuals to help understand and overcome personal, social, or behavioral problems affecting educational or vocational situations.
• Planned and conducted orientation programs and group conferences to promote adjustment of individuals to new life experiences, such as starting college.
• Conducted follow-up interviews with counselees.
Collections Specialist
F.C.N.B-Beaverton, OR
January 2001 to April 2005
Scheduled meetings with management to review customer accounts
• for proposed collection methods.
Resolved customer billing issues to expedite cash flow.
• Worked closely with management to resolve or assist in customer
• delinquency issues.
Tracked and resolved discrepancies and past-due balances in
• accounts.
Monitored outstanding account balances for determination of
• collection process.
Performed various administrative functions for assigned accounts,
• such as recording address changes and purging records of deceased customers. Answered customer questions regarding problems with accounts.
• Arranged for debt repayment and established repayment schedules,
• based on customers' financial situations.
Executed collection calls and correspondence to solicit payment on
• overdue account balances.
Collections Specialist
F.C.N.B-Beaverton, OR
January 2001 to April 2005
• Scheduled meetings with management to review customer accounts for proposed collection methods.
• Resolved customer billing issues to expedite cash flow.
• Worked closely with management to resolve or assist in customer delinquency issues.
• Tracked and resolved discrepancies and past-due balances in accounts.
• Monitored outstanding account balances for determination of collection process.
• Performed various administrative functions for assigned accounts, such as recording address changes and purging records of deceased customers.
• Answered customer questions regarding problems with accounts.
• Arranged for debt repayment and established repayment schedules, based on customers' financial situations.
• Executed collection calls and correspondence to solicit payment on overdue account balances. Education
High School Diploma
Somerset Area High School-Somerset, PA
June 1997
High School Diploma
Somerset Area High School-Somerset, PA
June 1997 to June 1997
Skills
• Google Drive
• Excel data analysis
• Technical support
• Marketing
• Product management
• Active Directory
• Financial data management
• Debt collection
• Auto Dialers
• Desktop support
• Call Volume and Quality Metrics
• Customer Contact
• Account Maintenance
• NetSuite
• Office experience
• Live chat
• HVAC
• Appointment scheduling
• Microsoft Powerpoint
• Writing skills
• Order fulfillment
• Workday
• SAP ERP
• Google Suite
• Bookkeeping
• OSHA
• Computer literacy
• Windows
• Negotiation
• Basic math
• Microsoft Word
• Team supervision
• Cost accounting
• Help Desk
• Knowledge management
• Oracle EnterpriseOne
• Conflict management
• Call Documentation
• Non-technical user support
• Microsoft Outlook
• Data entry
• Training & Development
• Security
• Databases
• Credit Card Payment Processing
• Order and Refund Processing
• Accounts payable
• Lending
• Hospitality
• Phone answering
• School bus driving
• Account reconciliation report
• Multi-line phone systems
• Credit risk report
• Customer service management
• Cold calling
• Accounting manager experience
• Key Performance Indicators
• Microsoft Outlook Calendar
• Executive administrative support
• Daytime scheduling
• Microsoft 365 proficiency
• Property management
• Performance dashboards
• Grammar Experience
• Data interpretation
• Word processing
• Management
• Supervising experience
• ERP systems
• Accounts payable and receivable management
• Journal entry management in accounting
• Team management
• Employee relationship building
• Inbound and Outbound Calling
• Administrative and Office Support
• Information Inputting
• Account management
• Accrual accounting
• Customer Information Databases
• Manager
• Expense reports
• Call center management
• Active listening
• Technical Support and Assistance
• SAP
• Attention to detail
• Written communication
• Customer communication
• Public relations
• Accounting systems
• Multitasking
• Quality assurance
• Financial software
• Excel formulas
• Accounting support
• 10 key typing
• Medical terminology
• Tire service
• Customer support
• QuickBooks
• Accounting software
• Accounting
• Leadership
• Financial services
• Collection effectiveness report
• CRM software
• Debits & credits
• Data Entry and Maintenance
• Electronic Information Systems
• Phone etiquette
• Customer Relationship Management (CRM) Software
• POS Systems and Ordering Platforms
• Time management
• CRM Systems
• Customer service
• Computer operation
• Finance
• Data analysis skills
• Payroll
• Outbound calling
• Computer networking
• Contracts
• Spreadsheets
• Loan processing
• Customer Data Confidentiality
• Productivity software
• Computer skills
• Analysis skills
• Order entry
• Google Sheets
• Loan collections
• Teamwork
• Schedule management
• Telephone Management
• Human resources
• SharePoint
• Editing
• Microsoft Excel
• Customer relationship management
• Math
• Mentoring
• Cash register
• Construction
• Clear language communication
• Microsoft 365 support
• Clerical experience
• Travel planning
• Accounting and finance experience
• Warehouse management system
• Google Calendar
• Information security
• Communication skills
• Adobe Acrobat
• Office management
• Maintaining an organized workspace
• Cash management
• Organizational skills
• EMR systems
• Google Docs
• Inside sales
• Administrative experience
• Proofreading
• Phone communication
• Warehouse experience
• Banking
• POS
• Retail sales
• Sales
• Aged receivables report
• Customer payment analysis report
• Maintenance
• Oracle
• Typing
Languages
• Multilingual
• Bilingual
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