Alexander Burgos

The role of the Credit Analyst is to work across departments to report on, monitor the balances of, and facilitate resolution for invoices belonging to high volume Global Key Accounts.

• Provide a personalized high level of customer service that includes ad hoc reporting, facilitating customer requests as needed cross departmentally, and prioritized responsiveness to customer requests and concerns.
• Utilize a wide variety of reporting tools to report on current account statuses, provide management updates, and as a collections and monitoring tool.
• Decrease risk by active collaboration with various stakeholders to resolve issues, and to facilitate the communication of relevant information as required to ensure the efficient and accurate execution of billing processes and satisfaction of the terms of sale.
• Provided audit support to ensure the integrity of customer balances and compliance to accounting practices.
• Collaborated with sales teams to address credit-related issues, promoting positive customer relations.
• Used wide variety of reporting tools to examine customers for potential risk and account status.
• Significantly maximized recoveries by implementing effective collection strategies tailored to individual account circumstances.

• Manage a 1200 insurance policy portfolio of receivables on behalf of New York State Insurance fund including the maintenance of billing related information, customer support, collections, account analysis, and the execution of cancellation and reinstatement process
• The scope of responsibilities includes processing deposits, the application of payments, and account reconciliations
• Account services includes customer advocacy, dispute resolution, including the establishment of payment terms, and the collections of service fees including escalated collections
• Heavily customer service focused, this role requires developing internal and external partnerships to enhance the customer experience and improve outcomes relative to decreased cancellations and improved receivables
• I’ve implemented time savings process improvements that have dramatically increased the efficiency of the cancellation reporting process, collections, and time management
• In addition, I have leveraged existing technologies to standardize client communications, enhance internal best practices, and improve the quality of communications
• Services are performed for both the New York State Insurance Fund as the insurer and Lovell Safety as their policy management group.

• Oversaw all accounts receivables and cash management functions including; payment processing, customer billing, transactions services, chargebacks, invoice and cash/wire transfer management
• Including broker related support functions
• Managed monthly close activity including, journal entries processing, account reconciliations, and monthly revenue reporting
• Organized and managed internal and external departmental audits
• Standardized various departmental financial reporting tools
• Streamlined senior broker commissions and client reimbursement processing
• Designed and implemented best practice solutions surrounding change management, regarding credit and collections processes
• Managed and implemented new call routing solutions based on industry best practices
• Reengineered the cash application process developing procedures to report and address chargeback, overpayments, and other reconciling items
• Reviewed and approved all reconciliation of general ledger
• Managed and lead implementation of the Concur system including, business requirements development, software enhancement oversite and user acceptance testing
• Managed business (sales/broker) client relationships, and distributed policy notices and other pertinent legal documents to both brokers and insured
• Responsible to oversee the collection receivables, provide meaningful reporting, manage a broker portfolio, and provide ongoing customer service including escalations.

• Managed invoicing, receivables, and collections for an online start-up marketing and sales organization in the education market
• Provided daily support to sales staff and the purchasing departments of the educational institutions that comprised the customer base
• Executed accounts receivable month end closing processes and supported accounting as needed utilizing Great Plains
• Responsible to research and approve chargebacks of associated with marketing agreements
• Developed collections process and standardized communications relative to client engagement, collections, escalations.

• Oversaw the client intake process including insurance approvals, resubmissions, documentation, and authorizations for services
• Established controls and performance standards to improve service billing and compliance surrounding Medicaid regulations and grant requirements
• Participated in internal and external medical records and facilities audits
• Established payment terms and agreements for external customers
• Managed collection accounts and receivables consisting of fees types associated with clinical services rendered
• Provided clinical staff support and oversite when necessary
• Provided oversight of facilities management by directing front end office modifications, building repairs and routine maintenance.

• Collected on Bond insurance premium, Oversaw the implementation of operational billing and collections strategies, financial and accounting policies process and standards, managing the performance against established goals and performance standards resulting in an increase in collections rate from 5% to 3% daily sales outstanding and a greater than 95% compliance to best practices
• Directed and facilitated monthly strategies to address risk factors such as aged balances, uncollectable items, outstanding credits, and unapplied/misapplied cash
• Worked closely with staff on million dollar policies strongly leveraging relationships with Underwriting and Insureds to facilitate the flow of communication and documentation and obtain status updates and payments on outstanding insurance bonds
• Provided month end collections summary outlining high risks and key successes to upper management
• Researched and processed charge backs, over payments on both Property Casual and Bond Insurance
• Participated in corporate wide initiative directed at coordinating efforts across the organization to improve responses to insured related and company disasters
• Collaborated with support areas to ensure compliance to the issuance of notices and legal documents associated with policies
• Organized efforts for specific lines of business as needed to invoice, collect, and service special lines of business or run-offs
• Incorporated change management from tenure based culture to performance driven culture.

• Provided oversight of client records to ensure all intake documents were gathered based on state and grant compliance regulations
• Supervised and ensured all client services (i.e
• Medical and demographic) were recorded into the VMAS system
• Coordinated necessary medical authorizations and client documents to facilitate treatments and services
• Liaised with clinical partners to ensure that all services were rendered and billed to the clients
• Provided oversite and audit processes preparation for state reviews to ensure compliance to regulations and contracts
• Implemented best practice solutions resulting in enhanced workflow/processes, emergency funding turnaround time and approval controls
• Implemented centralized ordering processes and cost saving initiatives surrounding office procurement resulting 20% cost reductions.

• Provided support for all billing/invoicing, client receivables, and collections
• Streamlined and transformed department processes and improved/increased cash flow (by 35%) via automation implementation and process enhancements
• Restructured the Credit department as well as developing and writing technical and policy related SOP’s and organizational policies for the credit, billing, collections, and cash applications, as well as web based Credit support
• Processed receivables of approximately $40 billion yearly
• Facilitated a “no-fault” internal audit to support sound recordkeeping, Sarbanes/Oxley requirements and company policies
• Implemented web based internet system allowing for an account receivable presence online to enhance client support
• Governed risk by instilling PCI compliance security changes to credit card processing to reduce risk and ensure records integrity
• Managed key client relationships to ensure satisfaction and business retention.