Monica Fordiani
Lomita,CA
Summary
Knowledgeable and dedicated customer service professional with over twenty years of experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing customer relationships. handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses. Consistently maximize satisfaction by offering every customer industry-leading service and support. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue and resolving conflicts.
Overview
29
29
years of professional experience
Work History
Senior Customer Service Representative
California Water Service Company
06.2000 - 02.2020
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed, scheduled and executed customer orders for new and established customers.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Engaged clients in person and over phone to answer questions and address complaints.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of [16] team.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Reduced average call time 100% with optimal call control and efficient use of internal knowledge bases.
Collections Representative
California Water Service Company
09.2001 - 09.2008
- Negotiated to collect balance in full.
- Resolved challenging situations with friendly but firm strategies.
- Counseled debtors on payment options and arranged installment agreements.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Recorded all information regarding financial status of customers.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Managed efficient cash flow reporting, posted cash receipts and analyzed charge backs, independently addressing and resolving issues.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Handled 100 outbound and inbound calls daily with goal of collecting owed debt.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Trained new team members on scripts, company services and collection strategies.
- Collected documents and made portfolios for collections accounts.
- Analyzed financial discrepancies and provided solutions for accurate financial records.
- Analyzed financial information and made proactive adjustments.
- Completed financial reports, providing insight into performance, operations and cash flow.
- Worked with customer to create debt repayment plan based on current financial condition.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
Billing Representative
California Water Service Company
09.2008 - 03.2014
- Assessed accounts for payment status and reached out to customers.
- Performed quality assurance evaluations of processes and previous bills.
- Coordinated with intermediate parties to obtain payments and resolve issues.
- Reviewed and solved account and billing discrepancies.
- Utilized talents and expertise to complete on-time and accurate monthly closing processes, journal entries and accruals.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Generated financial statements and reports detailing accounts receivable status
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Verified vendor accounts by reconciling monthly statements and related transactions.
- Received incoming information and entered into database system.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Applied more than 100 payments per week.
- Used data entry skills to accurately document and input statements.
- Executed billing tasks and recorded information in company
- Performed targeted collections on past due accounts aged over 90 days.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Reported financial data and updated financial records in ledgers and journals.
Dispatch Coordinator
California Water Service
02.2014 - 02.2020
- Monitored driver locations in field and solved discrepancies to keep team on-track.
- Developed and implemented process enhancements to drive continuous program improvement.
- Responded to high volume of phone and email requests to provide logistics information.
- Organized paperwork and explained individual job parameters for each assignment.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored flow of paperwork and directed information to appropriate departments.
- Assessed regulatory and operational risks for escalation to management.
- Received new orders, prepared documentation and assigned personnel.
- Served customers and followed outlined steps of service.
- Developed understanding of transportation management platforms to drive content integration with client systems and platforms.
Teller/New Accounts
California National Bank
05.1995 - 06.2000
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Established rapport with new clients to increase satisfaction and loyalty.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
Accounting Specialist
Servexo Protective Services
Gardena, CA
07.2022 - Current
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Input financial data and produced reports using Trak Tik.
- Reported financial data and updated financial records in ledgers and journals.
- Contacted customers to immediately find resolutions for escalated issues.
- Applied mathematical abilities to calculate and check figures in accounting systems.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Analyzed financial information and made proactive adjustments.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Collected and arranged financial information and entered details into Trak Tik, Tungsten & Invoice Processing Platform (IPP) financial management system, PIEE/WAWF Platform, & Ariba
- Assessed data and information to verify entry, calculation and billing code accuracy.
- Established financial systems affecting aspects of company operations.
- Met accounting financial standards by providing accounting department annual budget information.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Used accounting software to prepare weekly and monthly financial reports.
- Analyzed financial discrepancies and provided solutions for accurate financial records.
- Checked general ledger entries to increase accuracy, prevent significant errors and identify adjustments.
- Completed financial reports, providing insight into performance, operations and cash flow.
- Tracked funds, prepared deposits and reconciled accounts.
- Collected and reported monthly expense variances and explanations.
- Reviewed accounts, resolved coding areas, and tracked recurring expenses for accrual entry.
- Provided journal entries and performed accounting on accrual basis.
Education
Currently Enrolled - Business Management
Post University
Waterbury, CT07.2020
High School Diploma -
Nathaniel Narbonne Senior High School
Harbor City, CA06.1994
Skills
- Credit card processing
- Order fulfillment
- Professional telephone demeanor
- Computer proficient
- Multi-line phone talent
- Data Entry
- Route dispatch
- Report preparation
- Billing Inquiries
- Telephone etiquette
- Account management
- Customer Complaint Resolution
- Key holder experience
- Accounting Spreadsheets
- Microsoft Excel
- Reporting Analysis
- Collections and Invoice Processing
- Microsoft Office
- Attention to Detail
- Financial Recordkeeping
- Payment Processing
- Account Reconciliation
- Ledger Updating
- Accounts Receivable
- Government Accounting
- Cash Flow Management
- Statement Preparation
- GL and Journal Entries
- Bank Reconciliation
- Quickbook
- Ariba Platform
- PIEE/WAWF Platform
- Track Tik
- IPP ( Invoice processing platform)
- Tungsten Platform
Timeline
Accounting Specialist
Servexo Protective Services
07.2022 - Current
Dispatch Coordinator
California Water Service
02.2014 - 02.2020
Billing Representative
California Water Service Company
09.2008 - 03.2014
Collections Representative
California Water Service Company
09.2001 - 09.2008
Senior Customer Service Representative
California Water Service Company
06.2000 - 02.2020
Teller/New Accounts
California National Bank
05.1995 - 06.2000
Currently Enrolled - Business Management
Post University
High School Diploma -
Nathaniel Narbonne Senior High School