Bilingual Customer Service & Collections Specialist

ILEMBA DJANGI

****-*** ****** ****** **** Mississauga, ON L4Y 4B7

416-***-**** & Cell# 437-***-**** Email: ********@*****.** EDUCATION

• Accounts receivables and payables at Yorkdale Secondary School 1996

• Improved Telephone and Office Skills and Developed skills.

• Technical Schuler Roserat Auto-Mechanic Certificate Sept 89 – July 92

• High School Diploma

• Kinshasa, Dem. Rep of Congo (Formerly Zaire)

CORE COMPETENCIES

• Bilingual Communication (French/English)

• Credit Applications & Customer Account Setup

• Collections & Payment Negotiation

• Account Reconciliation & Dispute Resolution

• Aging Analysis (30/60/90/120+ days)

• Credit Hold Review & Escalation

• Customer Account Management (B2B)

• ERP Systems: SAP, JDE

• Reporting & Documentation

PROFESSIONAL EXPERIENCE

CROWN LIFT TRUCKS (Contract) August 2024 - January 2026 Bilingual Credit & Collections Specialist

• Manage a portfolio of B2B clients accounts, ensuring timely collection of outstanding balances Outbounds and Inbound calls for collection negotiate payments terms wit clients.

• Prepare the reactivation for returning non-active customer accounts.

• Proactively monitor assigned customer accounts and initiate collections activities.

• Process and review customer credit applications with accuracy Maintain and update customer credit records in the system.

• Managed distribution of customer invoices and statements via email and mail

• Ensured accurate account reconciliations by netting debits and credits and clearing outstanding discrepancies in a timely manner.

• Maintained non-active customer accounts through quarterly reviews and updates.

• Maintained a tracking system for customer chargebacks, ensuring timely approvals, accurate G/L coding, and recovery from customers.

• Respond promptly to customer inquiries related to credit and collections. Monitor aging accounts and take appropriate follow-up action.

• Investigated pricing and quantity disputes, liaising with Sales Operations and Shipping to obtain supporting documentation for collections or credit issuance.

• Maintain the shared email inbox for the department.

• Partnered with Sales to ensure effective two-way communication on customer credit risk, credit hold status, and collection support.

• Maintained accurate sales tax setup for all customer accounts.

• Identified customers with sales tax exemptions and ensured proper documentation was obtained and maintained for audit purposes.

• Proactively identified process improvement opportunities to reduce bad debt exposure, lower costs, and enhance operational efficiency while improving the customer experience.

• Record all communications and agreements in the system per company protocols. Participate in training sessions related to the internal collections system (Score) Communicate professionally in both French and English (written and spoken)

• Prepared month-end activities and performed ad hoc analysis as required.

• Reconcile accounts, conduct internal fund search if required, resolve invoicing problems and/or correct pricing.

• 60,90,120 days or above contact Sales Rep including internal contacts in collections 120 or 240 days on internal.

• Project work as required.

KONICA MINOLTA CORP (Contract) January 2024 – June 2024 Bilingual Customer Service Rep

• Prepare the credit adjudication for new customer accounts.

• Managed quarterly maintenance of non-active customer accounts, ensuring records remained accurate and up to date.

• Oversaw invoice and statement distribution, maintaining accurate and efficient delivery via email and mail.

• Provide excellent customer service to both external and internal customers calling and or emailing in for problem solving. KM Customer Care Representative is responsible for providing the best solutions to customers either by maximizing first call resolution or issuing a trouble ticket to the appropriate administrative team. Answer all incoming customer calls and emails in a professional manner. Ensure all meter reads are entered in SAP accurately. Monitor trouble tickets to ensure our customers are satisfied with the results 4. Review and validate new contracts for billing accuracy.

• Work through daily assigned trouble tickets to ensure appropriate resolution is in place. Exercise First Contact Resolution wherever applicable on customer internal and external contacts. Act as back-up to co-workers during vacations, special projects and other extended leaves. Perform other duties as assigned by the KM Cares Manager or designate. John Brooks Company LTD (Contract) Sept 2022 – April 2023 Bilingual Senior AR Credit & Collections

• Managed a portfolio of over 1,000 accounts all over Canada.

• Investigated collections issues, recommended payment terms for settlement of outstanding accounts.

• Managed account reconciliations, systematically netting debits and credits and resolving outstanding items to maintain accuracy.

• Prepare the reactivation for returning non-active customer accounts.

• Conducted quarterly reviews of inactive customer accounts to ensure accuracy and proper account status.

• Collaborated with Sales to share insights on customer credit risk and credit holds, driving informed decisions and supporting collection efforts.

• Evaluated credit application, assessed credit limits and credit worthiness of customers.

• Ensured proper sales tax configuration across customer accounts, maintaining compliance and accuracy.

• Resolved pricing and quantity disputes by collaborating with Sales Operations and Shipping to secure documentation supporting collections or credit issuance.

• Prepare the daily payment applications for assigned customers.

• Ensured timely and accurate distribution of customer invoices and statements through email and mail channels.

• Tracked and managed customer chargebacks, ensuring timely approvals, proper G/L coding, and effective recovery processes.

• Reviewed new customer accounts for sales tax exceptions, securing and maintaining required documentation to ensure compliance.

• Drove process improvements to minimize bad debt risk, reduce costs, and increase efficiency while optimizing the customer experience.

• Reviews all orders on credit hold; releases if customer accounts are in good standing. Escalates any accounts in arrears to the Accounts Payable team.

• Executed month-end close activities and provided analytical support to inform financial reporting and decision-making.

• Processed credit card transactions, customer refunds, adjustments, and write-offs.

• Prepared aging and credit reports; reconciled customer accounts and EFT transactions.

• Coordinated closely with sales representatives to resolve questions regarding credit notes, EFT forms, supply forms, and errors on invoices.

• Address all Accounts Receivable inquiries and concerns. B2B & (SAP &JDE SOFTWARE)

• Project work as required.

BIZERBA CANADA INC. (Contract) October 2021 - July 2022 Senior AR Collection Officer

• Coordinate all activities relating to the collection of delinquent accounts.

• Track and monitor outstanding invoices and past due accounts.

• Oversaw customer account portfolios, proactively driving collections efforts to maintain payment compliance.

• Maintained accurate and up-to-date account reconciliations by netting debits and credits and resolving outstanding items.

• Conducted quarterly reviews of inactive customer accounts to ensure accuracy and proper account status.

• Oversaw chargeback tracking processes, ensuring prompt approvals, accurate G/L allocation, and maximized customer recovery.

• Contact clients either through mail campaign, e-mail, and/or phone to make arrangements to receive payments for outstanding invoices.

• Led investigations into pricing and quantity discrepancies, coordinating with cross-functional teams to support collections or process credits.

• Oversaw invoice and statement distribution, maintaining accurate and efficient delivery via email and mail.

• Coordinate with General Accounting Manager for quarterly sales tax audit support.

• Managed sales tax exemption processes by validating customer documentation and maintaining accurate internal records.

• Led initiatives to improve processes, reducing bad debt exposure, controlling costs, and enhancing efficiency and customer experience.

• Reconcile accounts, conduct internal fund search if required, resolve invoicing problems and/or correct pricing.

• Managed month-end processes and conducted financial analysis to support reporting and business needs.

• Liaise with other departments as required to resolve accounts/processing issues.

• Conduct collection calls daily.

• Conduct searches - skip trace – to locate customers.

• Negotiate with customers to secure payment arrangements.

• Update and maintain collection records.

• Produce regular and ad hoc reports on collection activities.

• Work towards meeting monthly collection targets.

• Assist with other duties as required.

• Performs other duties and special projects as assigned (SAP)

• Project work as required.

AUTOCAPITAL INC. (Contract) May 2021- October 2021 Bilingual Customer Service Representative

• Inbound Calls for vehicles invoices inquiries, and 60 Calls daily

• Reviewing the accuracy of loan documents received digitally from Vehicle dealer.

• Displaying a commitment towards teamwork, collaboration, and outstanding dealer Services.

• Other projects, duties, and tasks, as assigned from time to time. (SAP) MLILLENIUM SOLUTIONS (Contract ) December 2019 – March 2020 Bilingual Customer Service Representative

• Respond to customer inquiries in a pleasant, courteous, professional and well-informed manner.

• In conjunction with on-screen customer information, identify customer’s needs through customer contact while simultaneously reading/updating customer information on the system.

• Remain current on program and corporate products and processes.

• Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions.

• Fulfill customer expectations in a manner that complies with policies, practices and procedures.

• Accurately complete appropriate documentation for each transaction and wrap up calls by inputting data for call history, sending messages to appropriate third parties (e.g., business partners) learning opportunities.

• Participate in continuous improvements, with focus on service excellence.

• Analysed existing Travel Health Protection Plan to maintain & provided assistance services & enrolled new customers and advised them on the Visa benefits. AXIS AUTO FINANCE (Contract)) April 2019 – November 2019 Bilingual Collections

• Provide Support to management, Service, and Collections as required.

• Problem Solving and ability to help customers in need.

• Prepare/update the daily cash report.

• Perform filing and other administrative as required. LAFARGE HOLCIM INC. (Contract) April 2018 – March 2019 Bilingual A/R Collections

• Managed approximately between 1000 to 2000 Collection accounts.

• Prepare the credit adjudication for new customer accounts.

• Prepare the daily payment applications for assigned customers.

• Reviewed, analyzed and action daily, weekly and monthly SAP block reports and exceeded customer’s expectations {Software used SAP}

• Managed chargeback tracking, approvals, G/L coding, and customer recovery.

• Managed account reconciliations, systematically netting debits and credits and resolving outstanding items to maintain accuracy.

• Oversaw customer account portfolios, proactively driving collections efforts to maintain payment compliance.

• Performed quarterly maintenance of inactive customer accounts.

• Coordinated delivery of customer invoices and statements via email and mail.

• Liaised with Sales to facilitate information flow on credit risk, account status, and collections, improving cross-functional alignment.

• Investigated disputes and coordinated with internal teams to support collections or issue credits.

• Managed sales tax setup for customer accounts, ensuring compliance with applicable tax regulations.

• Partnered with the General Accounting Manager to facilitate quarterly sales tax audit preparation and support.

• Verified and maintained documentation for customer sales tax exemptions.

• Identified and implemented improvements to reduce bad debt, cut costs, and enhance efficiency and customer experience.

• Make payment arrangements, prepare delinquent accounts, assist customer to find a way to meet financial obligation without getting further behind

• Performed month-end close activities and analysis.

• Work through various SAP reports to ensure invoice accuracy.

• Provide all internal and external customers with accurate billing information.

• Reconcile AR accounts and follow up on outstanding payments.

• Communicate with clients in Both English & French to address inquiries and resolve billing issues.

• *Maintain Up-to-Date customer records and ensure accuracy

• Verify and process supplier invoices, matching them with purchase orders and receipts. Ensure that all AP transactions are accurately recorded and coded.

• Assist in the preparation of weekly and monthly AP reports. General Accounting Support:

• Assist with month-end and year-end closing procedures. Reconcile bank statements and other financial records. Assist in the preparation of financial statements and reports.

• Collaborate with the accounting team on various ad-hoc projects as needed.

• Project work as required.

CONDUENT HR SERVICES CORPORATE (Contract) September 2017 – February 2018 Bilingual Customer Care Rep

Public Works Government Service of Canada (PWGSC) July 2016 – September 2017 Phoenix Call Centre (Contract) Pay Centre Inbound Calls Artistree of Canada Inc (Contract- Mat Leave) January 2015 – January 2016 Bilingual Customer Service Representative

Walmart Canada (Temporary) January 2014 – August 2016 Sales Representative

Konica Minolta Corp (Contract) June 2013 – December 2013 Bilingual Collection Officer

Metropolitan Credit Adjusters (Contract) September 2011 – January 2012 Collector Agent

• Debited bank account and credited customer accounts to liquidate outstanding collections.

• Entered information into computer system to recorded customers outstanding balances.

• Call Debtor from Telus for third party recovery payment

• Performed credit check, payment arrangement, 30,60-,90- and 120-day accounts.

• Receive 30 calls a day inbound and 100 calls outbound/DSO. RBC Group Insurance (Contract) November 2010 – March 2011 Bilingual Licensed Insurance Advisor

CitiFinancial Group (Contract) January 2010 – November 2010 Bilingual Collector

• Front End Collection Extremely Strong French skills, appropriate follow-up & Reconciliation of customer problem accounts and initiating foreclosure actions Occupancy checks.

• Conduct Property Reviews for vacant abandoned.

• Notify the collections Manager of problem accounts, If necessary, with a recommended course

• Requirement: Previous collections experience-Business to Business preferred & Mortgage experience preferred

• The Credit collection perform tasks related to collection and final resolution of past due accounts owed to CitiFinancial Mortgage

Contact this candidate