JEANNIE MOLINA
Paterson
Summary
Highly-qualified Collections Manager adept at helping customers develop effective payment plans using persuasive communication skills and knowledge of financial options. Bringing more than 15 years of billing-related experience. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
20
20
years of professional experience
Work History
CUSTOMER SERVICE & COLLECTIONS MANAGER
Addonis Developer Solutions
10.2021 - Current
- Identified and monitored delinquent accounts according to company procedures
- Complied with established internal controls and policies.
- Reviewed collection reports regularly to determine status of collections and amounts of outstanding balances and formulate effective strategies to bring numbers back in line with targets
- Worked in close collaboration with cross-functional teams to initiate cash collection efforts and accounts reconciliation
- Posted payments and adjusted balances to reflect new values
- Resolved customer inquiries, complaints and issues providing insightful solutions
- Completed paperwork and entered important data in company CRM
- Addressed customer concerns and complaints and resolved issues promptly
- Explained programs and offers to customers online via chats and emails
- Researched and resolved billing discrepancies to enable accurate billing.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Customer Implementation Coordinator
Addonis Developer Solutions
08.2019 - 10.2021
- Prioritized multiple tasks in fast-paced environment.
- Built relationships with customers and community to establish long-term business growth.
- Engaged clients to design, configure and deploy systems to meet needs of end-users.
- Troubleshot issues after completing implementations.
- Demonstrated products and specific features at customer locations and special events.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Worked in call center environment handling manual and automatically dialed outbound calls.
OPERATIONS MANAGER
Vacation Shop INT
01.2011 - 08.2019
- Developed systems and procedures to improve operational quality and team efficiency.
- Prepared operating and capital budgets, reviewed expenditures and implemented corrective action plans
- Directed enterprise administrative operations to facilitate smooth workflow
- Commented, liked and shared posts to increase visibility and engagement on various social platforms
- Provided customers with information about availability and pricing.
- Developed and maintained relationships with external vendors and suppliers.
COLLECTIONS MANAGER
Coast To Coast Grand Getways
01.2007 - 07.2011
- Researched accounts and completed due diligence to resolve collection problems.
- Supervised staff of collectors, monitoring phone calls and letters.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Conducted investigations of customer accounts and payment histories.
- Oversaw daily posting of payments to customer accounts.
- Created daily and weekly cash reports for accounting management.
- Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
- Complied with established internal controls and policies.
COLLECTIONS AND NEW MEMBER MANAGER
Viva Wyndham Resorts Vacation Club
11.2003 - 01.2007
- Managed and motivated employees to be productive and engaged in work. Analyzed full loan package for new deals, reviews and renewals
- Assisted with due diligence and analysis related to new client relationships
- Recruited and trained top-quality candidates to fill vacancies and maximize the teams performance
- Reviewed collection reports regularly to determine status of collections and amounts of outstanding balances and formulate effective strategies to bring numbers back in line with targets
- Documented interactions in computer database and updated information.
- Successfully implemented new technologies and process automations to encourage continuous improvement.
- Oversaw daily posting of payments to customer accounts.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
Education
CERTIFICATION - QUICKBOOKS ONLINE 2022 FULL COURSE -
UDEMY ONLINE
11.2022
BOOKKEEPING ACCOUNTING -
UDEMY ONLINE
11.2022
PROJECT MANAGMENT FUNDAMENTALS AND BEYOND - PROJECT MANAGMENT -
StackSkilss, ONLINE
06.2020
HOTEL BUSINESS MANAGMENT - HOTEL & TOURISM -
PUCMM, Santo Domingo
05.2003
Skills
- Delinquent account management
- A/R functions
- Write reports
- Team Building Leadership
- Proactive and Focused
- Quality Assurance
- MS Office
- Customer Relationship Management (CRM)
- Technical Support
- Project Management
- Handling Escalations
- Collections
Languages
English
Spanish
Language
Fully Bilingual - English - Spanish
Timeline
CUSTOMER SERVICE & COLLECTIONS MANAGER
Addonis Developer Solutions
10.2021 - Current
Customer Implementation Coordinator
Addonis Developer Solutions
08.2019 - 10.2021
OPERATIONS MANAGER
Vacation Shop INT
01.2011 - 08.2019
COLLECTIONS MANAGER
Coast To Coast Grand Getways
01.2007 - 07.2011
COLLECTIONS AND NEW MEMBER MANAGER
Viva Wyndham Resorts Vacation Club
11.2003 - 01.2007
CERTIFICATION - QUICKBOOKS ONLINE 2022 FULL COURSE -
UDEMY ONLINE
BOOKKEEPING ACCOUNTING -
UDEMY ONLINE
PROJECT MANAGMENT FUNDAMENTALS AND BEYOND - PROJECT MANAGMENT -
StackSkilss, ONLINE
HOTEL BUSINESS MANAGMENT - HOTEL & TOURISM -
PUCMM, Santo Domingo
Similar Profiles
SCOTT DIXONSCOTT DIXON
Full Stack Web Developer at Creative Web Developer Inc Rose Street SolutionsFull Stack Web Developer at Creative Web Developer Inc Rose Street Solutions
Noor Eddin HasanNoor Eddin Hasan
Freelancer at Web developer and mobile application developerFreelancer at Web developer and mobile application developer
Marco Antonio Ocampo Dela CruzMarco Antonio Ocampo Dela Cruz
Zona Zero at Full Stack Software DeveloperZona Zero at Full Stack Software Developer