Frank Nelson

• Resolving invoice discrepancies and ensuring accurate customer account records.
• Reviewing contract terms and service documentation to confirm correct billing application.
• Reviewing and responding to internal and external customer support tickets, addressing inquiries and coordinating issue resolution.

• Maintained comprehensive records of client accounts, ensuring compliance with legal standards.
• Prepared detailed reports on account activity for management review, identifying areas for improvement or concern.
• Negotiated payment arrangements with delinquent clients, establishing mutually beneficial terms while minimizing losses.
• Participated in ongoing training sessions, staying up-to-date on best practices in billing and collections processes.
• Coordinated with attorneys to address any Billing and Collections disputes or issues effectively.
• Generated and distributed monthly customer statements.
• Maintained accurate records of all leasing transactions, ensuring compliance with company policies and legal regulations.
• Worked effectively in fast-paced environments.

Contracted at GitLab Inc.

• Managed customer inquiries through Zendesk.
• Updated and maintained customer data within ERP systems.
• Conducted outreaches to customers regarding past-due balances.
• Coordinated and conducted client meetings to verify banking information.
• Assisted with bank reconciliation and cash application processes.
• Created and maintained vendor forms.

• Managed collections for over 1,000 hospitality and restaurant brands, implementing strategic collection plans that led to a 10-day reduction in DSO.
• Resolved intricate billing discrepancies, aged account balances, and customer concerns to maintain customer satisfaction and financial accuracy.
• Worked closely with Revenue, Customer Success, Legal, and Tax departments to streamline account setups, resolve billing corrections, and negotiate payment plans, including managing bankruptcy claims.
• Assisted in month-end cash application, significantly boosting cash application accuracy by addressing and resolving unapplied payments.
• Maintained compliance with SOX and regulatory financial controls. Created comprehensive AR aging and ad hoc reports, handling extensive data sets for C-suite review.
• Managed and mentored one direct report, leading weekly meetings and coordinating with internal/external stakeholders to ensure project alignment and effective communication.
• Extensive experience with ERP/CRM platforms (Salesforce, Zuora, Zendesk, Oracle), specializing in system implementations and optimization of the order-to-cash cycle.

• Trained overseas staff on collections processes and improved procedures for past-due balances.
• Investigated customer accounts and payment histories and developed collection strategies with C-level executives.
• Supported special projects for the financial director and handled escalated collection issues.

• Located and monitored overdue accounts and notified customers of outstanding amounts via email and phone for a global portfolio of 800 customers.
• Developed, documented, and maintained Collections policies.
• Organized and led collection meetings to review delinquent accounts.
• Coordinated with Account Management/Sales Team regarding account and payment status.
• Completed vendor forms and invoice upload into third-party invoice systems.
• Forecasted monthly termination amount for Sales, Finance leadership FP&A.
• Assign terminated accounts to a third-party collections agency.

• Notified customers of delinquent accounts with attempt to collect outstanding amounts.
• Negotiated payment extensions to assist customers in paying overdue accounts.
• Coached and developed Collections representative.
• Processed credit card payments in accordance with PCI requirements.
• Investigated chargebacks.
• Collaborated in the development of Credit & Collections policies.
• Assisted Billing by preparing and sending invoices for month-end close.

• Created, sent, and adjusted invoices and statements to customers to facilitate payment.
• Notified customers of outstanding amounts via email and phone.
• Managed B2B debt collections for 300 real estate and construction accounts, created and adjusted invoices, and coordinated collections.
• Resolved billing disputes and reported directly to the CFO on collection and financial issues. Assign terminated accounts to a third-party collections agency.