Erika Lillian
Leander,Texas
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
23
23
years of professional experience
Work History
Manager, Accounts Receivable
Demandbase
San Francisco, CA
12.2021 - Current
- Oversee and serve as the main point of contact for accounts receivable and cash collections
- Recruited, interviewed and hired employees while simultaneously reducing case queue by 75% within 90 days
- Onboarded new employees with training and new hire documentation
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate process improvements
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels
- Key contributor for Netsuite implementation
- Established team priorities, maintained schedules and monitored performance
- Set aggressive targets for employees to drive company success and strengthen motivation
- Built and repaired relationships with key business partners including Sales, SalesOps and AdOps to create trust and transparency and drive operational excellence in QTC support
AR Manager, Financial Operations
BigCommerce
12.2019 - 12.2021
- Key contributor to IPO Preparation (Dec 2019 - Aug 2020)
- Managed all Enterprise invoicing from contract review to cash collections
- Onboarded new employees with training and new hire documentation
- Managed and motivated employees to be productive and engaged in work
- Revamped team workflow and decreased turnaround time from ten days, to the agreed upon SLA of two business days within first 90 days
- Project lead for Zuora Collect implementation; increased collections by 20% within 60 days
- Post IPO Experience (Aug 2020 - Dec 2021)
- Accomplished multiple tasks within established timeframes
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Built high-performing team through effective recruitment, onboarding, and talent development initiatives
Customer Success Manager
The ASK Method Company
Georgetown, TX
04.2019 - 12.2019
- Responsible for process improvement and documentation across Customer Service and Billing Team
- Collaborated with team members to create a customer journey in order to improve customer experience during bi-annual launches; critical revenue periods
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings
- Coordinated with internal teams to provide prompt support and address client needs efficiently
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts
- Nurtured long-term partnerships with Marketing and IT by maintaining open lines of communication and providing consistent support.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution
- Monitored customer progress and addressed customer inquiries with timely and accurate updates
- Established strong relationships with key customers, resulting in increased customer loyalty
- Fostered positive customer experience with elite members through communication and excellent customer service
- Lead training curriculum for new Billing Analyst and Customer Support Associate
Billing Analyst
The ASK Method Company
05.2017 - 03.2019
- Managed all invoicing and collections for the entire company as a sole team member
- Managed client relationships effectively, addressing concerns promptly and professionally to ensure continued business partnerships.
- Responsible for process improvement, documentation and execution in order to increase efficiency in the billing department
- Facilitated more effective and efficient communication with multiple internal teams to increase accuracy and improve customer experience
- Recognized by executive team and promoted to Customer Success Manager.
Billings & Collections Accountant
LiveOps Cloud Platform/Serenova
05.2016 - 05.2017
- Managed billing process and informational reconciliation of five offshore business analysts based in India
- Responsible for collections process; over two million per month
- Also responsible for cash reconciliation in NZD, AUD and EUR
- Key member of implementation team for the following systems: Netsuite, Celigo, Corporate Bank Account and lockbox
- Successful cross-team and executive level collaboration in order to manage day-to-day needs of a start-up environment.
Staff Accountant
HomeAway Software
05.2011 - 01.2016
- Managed monthly invoicing of over 8,000 property owners; maintained all accounts, resolved inconsistencies
- Responsible for all cash application and reconciliation
- Responsible for wiring and reconciling monthly commission payments to support AP Team
- Post IPO experience (Jun 2011 to Jan 2016)
- Streamlined association billing process and increased customer experience as noted by feedback; improved aging report by 40%
- Project lead for migration of two entities to a new ERP
- SOX compliance adoption and execution for AR functions
Senior Operations Specialist, Retirement Services Division
Charles Schwab
07.2008 - 04.2011
- Managed and reconciled quarterly billings for more than 6,500 accounts in support of external retirement companies/customers
- Reconciled all incoming/outgoing transactions for corporate account
- Managed daily reconciliation of the general ledger for the Retirement Services Division
- Responsible for mid-month and month-end close
- Performed account maintenance including, but not limited to: address changes, billing rates, invoice adjustments, payment application, researching/resolving account inconsistencies
- Handled all outgoing payment requests for retirement account withdrawals.
Billing & Accounting Clerk
Way Holding
05.2001 - 12.2004
- Responsible for accounts payable for Houston, Austin, San Antonio and Beaumont branches
- Contract, project and time/material billing for Houston branch of air conditioning and plumbing division
- Responsible for cash applicatin for all five branches and managed aged receivables
- Analyzed project performance reports to assist project managers with cost control and discrepancies
- Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Performed quarterly inventory entry and reconciliation for all five branches.
Education
Bachelor of Arts - Corporate Communication, minor Global Business -
University of Houston
Skills
- Confluence
- BMP
- MS Office Suite
- Google Apps
- Salesforce
- InfusionSoft/Keap
- Netsuite
- Zuora
- Oracle
- Firre
- SEI
- COINS
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Strategic Planning
- Operations Management
- Cross-Functional Teamwork
- Customer Relationship Management (CRM)
- Staff Development
- Policy Implementation
- Performance Evaluations
- Key Performance Indicators
- Expectation setting
- Contract Management
- Teamwork and Collaboration
- Customer Service
- Decision-Making
- Computer Skills
- Problem Resolution
- Team Development
- Work Planning and Prioritization
- Hiring and Training
- Managing Operations and Efficiency
- Customer Relationship Management
- Training and Development
- Task Delegation
- Staff Training
- Employee Coaching and Mentoring
- Scheduling and Coordinating
- Goal Setting
- Professional and Courteous
- Documentation And Reporting
- Negotiation and Conflict Resolution
- Good Judgment
- Process Improvement
- Interpersonal Relations
- Onboarding and Orientation
Timeline
Manager, Accounts Receivable
Demandbase
12.2021 - Current
AR Manager, Financial Operations
BigCommerce
12.2019 - 12.2021
Customer Success Manager
The ASK Method Company
04.2019 - 12.2019
Billing Analyst
The ASK Method Company
05.2017 - 03.2019
Billings & Collections Accountant
LiveOps Cloud Platform/Serenova
05.2016 - 05.2017
Staff Accountant
HomeAway Software
05.2011 - 01.2016
Senior Operations Specialist, Retirement Services Division
Charles Schwab
07.2008 - 04.2011
Billing & Accounting Clerk
Way Holding
05.2001 - 12.2004
Bachelor of Arts - Corporate Communication, minor Global Business -
University of Houston