Angie Ford
Clarksville,US
Summary
Detail-oriented Accounts Receivable and Credit & Collections Manager familiar with regulatory and legal guidelines addressing collections procedures. Establishes effective department workflow and maximizes employee compliance, productivity and success in resolving payment issues.
Overview
17
17
years of professional experience
Work History
Accounts Receivable Credit & Collections Manager
Peloton (Robert Half Contractor) Peloton
10.2022 - 12.2023
- Responsible for supervision and management of A/R department staff direct reports Analyzes and monitors revenue cycle and accounts receivable metrics focusing on accounts A/R measures
- Billing functions-Responsible for accurate/ timely review and approval of billing transactions subscription renewals/refunds/etc
- SaaS Ensures all assigned reports and work lists are worked and completed
- Oversaw and Managed Zendesk tickets that were well over 3000+ tickets to bring them down to 25 within 30 days
- Implemented 24–48-hour response time with ticket handling on all tickets for Zendesk tickets for subscription renewals, and customer issues
- Maintain stance that Customer satisfaction along with integrity
- Single handedly brought in over $600K in 30 days of outstanding money for subscriptions
- (B2B Collections) Assisted with getting Customers bikes logged back in when it has been logged out
- MDM Project –(Master Data Management) Gathering Customer Data that Proficient in Microsoft Dynamics, Word, Excel, Access, and PowerPoint, Salesforce, SAP, NetSuite, Zendesk
- Reports Directly to VP of Finance and Director
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Collaborated with cross-functional teams to address customer disputes and resolve billing issues promptly.
- Established strong relationships with customers, fostering open communication channels for effective debt resolution.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Conducted investigations of customer accounts and payment histories.
- Reviewed, researched and corrected discrepancies and customer concerns.
- Established procedures for collection of past due amounts.
- Documented interactions in computer database and updated information.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
- Generated and distributed current statements to customers.
- Supported financial director with special projects and additional job duties.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Developed strategic plans for day-to-day financial operations.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Filed and addressed employee complaints in accordance with company policies and government regulations.
- Reconciled vendor statements and handled payment complaints or discrepancies.
- Adhered to established guidelines to increase profits and collect supplier payments.
- Accessed credit records to evaluate customer credit histories.
- Collaborated with sales and finance teams to ensure proper credit extension and minimize risk exposure
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Successfully implemented new technologies and process automations to encourage continuous improvement.
- Contacted clients with past-due payments and actively monitored payments due from clients.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Researched accounts and completed due diligence to resolve collection problems.
- Supervised staff of collectors, monitoring phone calls and letters.
- Provided exceptional customer service throughout all collection processes, addressing concerns promptly while upholding company values.
- Conducted thorough credit reviews to assess risk levels and make informed decisions on extending credit or initiating collections actions.
- Worked with Sales to ensure Customer Satisfaction is always 100%
- Developed strong relationships with customers, fostering open communication to resolve payment issues promptly
Accounts Receivable Manager/ Interim Director for Accounting
Primeritus Financial Services
01.2020 - 08.2022
- SLA review, redlining, contract negotiations and execution AR Balance/ Collection Review (B2B) Customer onboarding Tracking trends and issues with Clients and Agent with invoicing System Developments
- (IBEAM, Oracle, Expert AR) Responsible for review and approval of all refunds
- Responsible for all AR Reporting on all collection’s efforts, trends and issues sent to CFO and Executive Management
- Handle Multi-Million-dollar accounts daily
- Acts as liaison between Customer and Company to close large deals for company
- Reconciliations from Operating systems to accounting systems
- Cash Applications, and Reconciliations of Cash Applications
- Remarketing, Auction sales, Proceeds, and COGS
- Works Directly with CFO, COO, CEO of company and is client facing
- (AP) Have been overseeing AP department to ensue bills are paid and correct payments are being sent
- (AP) Lender payment, Bill Payment, Agent Research and Lender Relations Responsible for month end closing within two business days
- Project Management: Manage activities of staff members by providing opportunities for growth and development by fostering environment of open, honest communication, teamwork, creativity, and high involvement with productivity/efficiency
- Other duties as assigned by CFO, CEO, and COO
- Proficient in Microsoft Dynamics, Word, Excel, Access, and PowerPoint, RDN, Salesforce, Bill.com, Quickbooks, NetSuite, and many more.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Prepared bills receivable, invoices, and bank deposits.
- Led development of strategic initiatives, resulting in increased revenue and improved customer satisfaction.
- Posted revenues by verifying and entering transactions from lock box and local deposits.
- Implemented innovative solutions to address emerging challenges, ensuring organization remained competitive in this market.
- Boosted productivity levels by delegating responsibilities effectively based on individual strengths.
- Provided ongoing support for professional development endeavors by mentoring staff members individually or setting structured programs.
- Established credit limits based on thorough risk assessments, minimizing potential losses.
- Enhanced employee performance with comprehensive training programs and regular feedback sessions.
- Managed budgets effectively, identifying opportunities for savings and reallocating resources as needed for maximum impact.
- Conducted regular performance reviews, providing constructive feedback that motivated employees to improve their skills and contribute more fully to any organization's goals.
- Mitigated business risks by working closely with staff members and assessing performance.
- Identified potential risks to organizational success early on, allowing for proactive mitigation efforts that minimized negative impacts on progress or results achieved thus far.
- Collaborated with stakeholders to identify opportunities for growth and improvement, leading to more effective business practices.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Oversaw daily operations, ensuring smooth workflows and timely completion of tasks.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Ensured timely payments from clients through effective communication and proactive followups.
- Implemented data-driven decision-making processes, optimizing resource allocation and driving better outcomes across all areas of responsibility.
- Negotiated contracts with suppliers, securing favorable terms that led to cost reductions and improved quality of goods/services received.
- Posted customer payments by recording cash, checks, and credit card transactions.
- Managed team of accounts receivable specialists, providing guidance and support for optimal performance.
- Negotiated payment terms with clients to facilitate mutually beneficial agreements while maintaining company profitability goals.
- Implemented training programs for new hires within accounts receivable department, ensuring consistent quality standards across several teams.
- Recruited top talent to fill key positions within organization, enhancing overall capabilities and expertise.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Streamlined invoicing and payment systems, resulting in improved cash management.
- Trained and guided team members to maintain high productivity and performance metrics.
- Spearheaded process improvements that resulted in increased accuracy of billing information and reduced discrepancies.
- Verified discrepancies and resolved clients' billing issues
- Built culture of collaboration by fostering open communication channels between team members.
Shared Service Center- AR Supervisor
CHS/Community Health Systems
06.2014 - 01.2020
- Effectively manages staff performance and workload
- Responsible for supervision and management of all A/R staff of - 16 direct reports Analyzes and monitors revenue cycle and accounts receivable metrics focusing on accounts A/R measures
- Identify, resolve, and report issues impacting performance objectives
- Billing functions-Responsible for accurate/ timely review and approval of billing transactions including adjustments and write-offs and making sure all billing is done timely/accurate
- Ensures all assigned reports and work lists are worked and completed
- Assures productivity and quality standards are met for each team member
- Coaches and counsels’ staff with disciplinary and productivity issues Prepares A/R Report for CFO’s each month
- Performs reviews for each collector
- Works directly with PAD/CFO’s of many facilities
- B2B & B2C Collections Shared Services Center – Collections Team Lead Ensure accurate and complete account follow-up by demonstration thorough understanding of carrier specific reimbursement as applicable to claim processing to include benefits and coverage according to specific carrier, UB04 claims form preparation, 1500 claims form preparation and interdepartmental communication necessary for timely submission of claims
- Ensures all appropriate internal collection steps have been taken
- Assess each account for balance accuracy, payer plan and financial class accuracy, billing accuracy, denials, insurance requests, making any necessary adjustments, documenting appropriately and submits corrections or request for processing in timely manner
- Work with collectors to ensure all daily workflow is current
- Corresponds with hospital BOM’s and CFO’s when needed to obtain outstanding detail for reports
- Assure compliance with all hospital and regulatory policies and procedures related to responsibility
- Understands patient accounting and A/R; can perform A/R analysis on accounts
- EOB, IB, ICD, COB, Artiva and HMS proficient Communicates and articulates effectively within financial class pod/peers/ managers/ directors on payer trends, website access, posting issues, educational opportunities, and any day-to-day obstacles
- Works with all departments (i.e.: cash, clinical denials, and billing) to ensure all claims are being resolved to resolution for payment timely.
- Notates all activity taken on all accounts and resolves claims timely by reviewing balance accuracy, payer plan, financial class accuracy, billing accuracy, denials, insurance requests, necessary adjustments, and submit adjustments/ corrections timely while using CNOTE result codes.
- Enhanced accounts receivable processes by implementing efficient tracking and reporting systems.
- Streamlined AR workflows for improved collection rates and reduced delinquencies.
- Reduced outstanding balances with diligent follow-up on overdue invoices.
- Mentored junior staff members, sharing best practices in credit management and collections techniques.
- Conducted regular account reviews to identify potential issues early, enabling proactive resolution of problems.
- Assisted in month-end closing activities, ensuring accurate financial reporting and timely reconciliations.
- Improved cash flow by diligently monitoring aged receivables and taking appropriate collection actions as needed.
- Negotiated favorable payment terms with customers, balancing company needs against client requirements for optimal results.
- Developed strong relationships with clients, leading to increased loyalty and repeat business
- Maintained safe work environment by adhering to all safety protocols and regulations
- Recruited hired, trained, developed, coached, and mentored service center employees to achieve peak performance levels
- Negotiated contracts with vendors and suppliers reducing overhead costs associated with supplies and equipment purchases
- Prepared monthly budgets for overall staff and center
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
- Implemented project management techniques to overcome obstacles and increase team productivity
- Reduced customer complaints through proactive communication measures such as automated messaging systems or email notifications about frequently asked questions or problems
- Improved service center efficiency by streamlining processes and implementing new procedures
- Enhanced customer satisfaction by addressing and resolving escalated issues promptly and professionally
- Conducted regular staff evaluations for continuous improvement for quality of services provided
- Implemented ongoing training programs for service center employees to update their skills and knowledge.
Area Regional A/R & Project Manager
Dannon Corporation
07.2006 - 06.2012
- Conducted all onboard training for new/current employees
- Over saw 2500 Accounts Maintained all Purchase Orders that were needed for local Region
- Handled all invoicing on all accounts
- Effectively managed 65 employees
- Controlled all payroll and staffing each week
- Managed all collections including payment arrangements
- Handled all in/outbound calls on aged accounts
- Using strong interpersonal skills and instinct to help create promoters for company
- Designed and developed all Marketing.
Education
Bachelor’s Science Degree -
Drexel University
Nashville, TN06.2024
No Degree - Certificate- Management & Leadership
Harvard Management Mentor Pilot Program
Nashville, TN2016
Skills
- Past Due Balance Management, KPI, Data Analysis, & Performance Metrics Monitoring & Reporting
- SEC , Operational Reporting, Budgeting, Forecasting, and Cash Flow Management and Call Reporting
- Expertise in Invoice, Payment Transactions, Account Reconciliation, Process Improvement Strategies, Training and Development
- NetSuite, SAP, Salesforce Expert, Quickbooks, Financial Information Systems Etc
- Exceptional Organization & Critical Thinking
- Portfolio Management Competence & Customer Service Management
- Regulatory Compliance Understanding & Debt Recovery Expertise
- Credit Analysis Proficiency & Risk Assessment Capabilities
- Remote Office Availability, Team building, Task Prioritization, Cultural Awareness, Public Speaking, Multitasking Abilities, Flexible and Adaptable, Active Listening, Data Entry, Troubleshooting
Affiliations
- CASA of Robertson County Volunteer (Court Appointed Special Advocate)
- Coach City League Cheer ages 4-5 & 9-10 Summer League
Timeline
Accounts Receivable Credit & Collections Manager
Peloton (Robert Half Contractor) Peloton
10.2022 - 12.2023
Accounts Receivable Manager/ Interim Director for Accounting
Primeritus Financial Services
01.2020 - 08.2022
Shared Service Center- AR Supervisor
CHS/Community Health Systems
06.2014 - 01.2020
Area Regional A/R & Project Manager
Dannon Corporation
07.2006 - 06.2012
Bachelor’s Science Degree -
Drexel University
No Degree - Certificate- Management & Leadership
Harvard Management Mentor Pilot Program
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