Darwin Devera
Delano,CA
Summary
Accomplished AR, Collections and Claims Supervisor with a proven track record at Wonderful Citrus, enhancing team productivity and reducing claim processing times by implementing strategic improvements. Skilled in financial analysis, claims management, and fostering customer relationships, I excel in policy interpretation and team leadership, achieving high customer satisfaction and operational efficiency.
Overview
24
24
years of professional experience
1
1
Certification
Work History
AR, Collections and Claims Supervisor
Wonderful Citrus
08.2022 - Current
- Responsible in reviewing and approving new customers and credit limits based on credit history, reviews and credit standing from customer references.
- Prepared cash flow reports, cost analysis and monthly, quarterly and annual reports.
- Maintain and manage internal and external customer relationship.
- Oversee daily AR functions and cash applications to ensure accuracy and efficiency.
- Monitored team performance, enforcing compliance with corporate accounts receivable, claims, and collections processes and procedures.
- Ensured timely resolution of escalated claims by working closely with legal counsel and other stakeholders.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Increased accuracy in claim evaluations through comprehensive documentation and attention to detail.
- Resolved complex claims issues with thorough investigation, resulting in fair settlements for all parties involved.
- Achieved high customer satisfaction ratings by maintaining open lines of communication and addressing concerns promptly.
- Fostered a positive work environment that promoted collaboration, teamwork, and open communication among team members.
- Optimized resources allocation by monitoring workload distribution among team members, leading to increased efficiency within the department.
- Built talented teams of 6 claims and collections administrators dedicated to timely and compliant resolutions.
- Maintained up-to-date knowledge on industry trends, best practices, and regulatory changes to ensure optimal decision-making in the claims management process.
- Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
- Spearheaded internal process reviews aimed at enhancing overall productivity through continuous improvement efforts.
- Reduced claim processing time by implementing efficient workflow improvements and streamlining processes.
- Implemented cost-saving initiatives that reduced operational expenses while maintaining exceptional quality of service delivery.
- Contributed to the development and implementation of departmental goals and objectives, aligning them with broader organizational strategies.
- Collaborated with various departments to develop and implement strategies for improving overall claims handling process.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Supported my team and other teams with special projects.
- Managed a diverse caseload, prioritizing tasks effectively to meet strict deadlines and maintain quality standards.
- Enhanced team productivity by providing ongoing training and mentorship.
Claims and Collections Supervisor
Wonderful Citrus
05.2015 - 08.2022
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve collection problems.
- Generated and mailed/email updated statements monthly and processed demand letters.
- Contacted customers to collect outstanding payments, offer payment options/installments methods.
- Accessed credit records to evaluate customer credit histories.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Worked with sales, customers and collections representatives to monitor documentation, reduce customer disputes and collect invoices in timely fashion.
- Acted as central point of contact for both employees and customers on routine credit and collection issues.
- Collaborated with cross-functional teams to improve overall credit management processes.
- Investigated and reviewed credit risks and collections.
- Mentored junior staff members on best practices in debt collection techniques and procedures.
- Coordinated the implementation of new systems or tools to enhance collections operations.
- Conducted regular audits of collection practices to maintain accuracy and adherence to industry standards.
- Implemented credit scoring models, assisting the organization in making informed decisions about extending credit terms.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Recommended and implemented techniques to improve productivity and cut costs for company.
- Reviewed delinquent accounts daily, prioritizing efforts based on balance size and days past due status.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Reduced delinquency rates with proactive account management and timely followups.
- Assisted sales teams in managing credit limits for customers while minimizing risk exposure for the company.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
- Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Optimized organizational systems for payment collections, AR, deposits, and recordkeeping.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Sales-Customer Service Specialist
Wonderful Citrus
09.2007 - 05.2015
- Received and enter orders daily to the system (Oracle)
- Received, shipped and invoiced orders via Itrade
- Maintain and manage contract pricing on foodservice accounts.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Established trust with customers through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and backed up other customer service managers.
Shipping Clerk
Paramount Citrus
04.2000 - 09.2007
- Provide Bill of Lading to the customer/truck drivers
- Ensured compliance with relevant regulations, including proper documentation for international shipments such as phytosanitary and country of origin certificates.
- Checked bills of lading, outgoing package paperwork, and other documentation for accuracy.
- Maintained records on product weights, bill amounts and identified variances.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Established strong relationships with carriers, enabling prompt resolution of any logistical challenges that arose during transit.
- Maintained accurate inventory records, ensuring seamless order processing and shipment tracking.
- Streamlined communication between departments, facilitating smooth coordination of shipments and deliveries.
- Improved shipping efficiency by streamlining packing and labeling processes.
- Enhanced overall productivity by maintaining a well-organized and efficient work area.
- Prepared detailed reports on shipping activities, providing valuable insights for management decision-making processes.
- Coordinated with warehouse staff to ensure timely order fulfillment and delivery.
- Collaborated with customer service team to resolve shipping issues and provide timely updates to customers.
- Compared shipping orders and invoices against contents received to verify accuracy.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Supported reporting, accounting and recordkeeping staff with accurate updates regarding shipment information.
- Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
- Conducted research to address shipping errors and packaging mistakes.
Education
Bachelor of Science - Accounting
Bakersfield College
Philippines1999
Bachelor of Science - Nursing
University of Northern Philippines
Philippines1995
Skills
- Policy Interpretation
- Claims Processing
- Team Management
- Procedure Implementation
- Customer Expectations Management
- Claims analysis
- Claims investigation and research
- Claims Auditing
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Problem-solving abilities
- Multitasking
- Prioritizing and Planning
- Team Building Leadership
- Claims Management Expertise
- Planning and Organization
- Organizational Skills
- Attention to Detail
- Adaptability and Flexibility
- Financial analysis and reporting
- Adaptability
- Financial Analysis
- Analytical Skills
- Sales Support
- Data Analysis
- Project Management
- Staff Recruitment and Hiring
Certification
Way of Work Certified
Manager Essentials Certified
Languages
Tagalog
Native or Bilingual
Ilocano
Native or Bilingual
Timeline
AR, Collections and Claims Supervisor
Wonderful Citrus
08.2022 - Current
Claims and Collections Supervisor
Wonderful Citrus
05.2015 - 08.2022
Sales-Customer Service Specialist
Wonderful Citrus
09.2007 - 05.2015
Shipping Clerk
Paramount Citrus
04.2000 - 09.2007
Bachelor of Science - Accounting
Bakersfield College
Bachelor of Science - Nursing
University of Northern Philippines
Way of Work Certified
Manager Essentials Certified
Similar Profiles
Lauren M ContrerasLauren M Contreras
Purchasing Analyst II at Wonderful CitrusPurchasing Analyst II at Wonderful Citrus
Alfayeth Alejandro HernandezAlfayeth Alejandro Hernandez
Forklift Driver at Wonderful CitrusForklift Driver at Wonderful Citrus
Ruben OrozcoRuben Orozco
Farming Supervisor 1 at Wonderful CitrusFarming Supervisor 1 at Wonderful Citrus