Gwendolyn Price White

Work History

Account Receivables Manager

ROTARY INTERNATIONAL

Evanston, IL

01.2021 - Current

Manage a team of three accounts receivable supervisors, supporting fourteen accounts receivable specialists for billing and collections, donations, and the credit card donations team, providing guidance, training, and support to ensure team members meet performance goals and adhere to company policies and procedures
Collaborate with cross-functional teams to streamline processes, improve efficiency, and enhance customer experience
Implement continuous improvement initiatives to automate manual processes and reduce errors in billing and collections
Develop and maintain relationships with key stakeholders, including club members, donors, vendors, and internal departments, to promptly address inquiries and resolve issues
Serve as a point of contact for escalated billing matters related to accounts receivable
Create and analyze financial reports to track key performance indicators, identify trends, and make data-driven recommendations for improvement
Present findings to senior management to support decision-making and strategic planning initiatives
Conduct regular performance evaluations, coach team members on areas of improvement, and recognize top performers for their contributions

Supervisor-Account Receivables Billing and Collections

ROTARY INTERNATIONAL

Evanston, IL

01.2019 - 01.2021

Managed accounts receivable team engaged in generating invoices, reviewing, and posting cash payments, and verifying and correcting billing accounts
Conducted accounts receivable month-end closing and monitored area activities to ensure accuracy and follow regulatory standards, policies, and procedures
Communicated with all global internal and external parties to resolve problem accounts and achieve maximum collections
Developed short-term and long-term plans for improving the efficiency of accounts receivables

Senior Supervisor-Customer Care Strategy and Support

COMED/EXELON

Oakbrook, IL

01.2018 - 01.2019

Collaborated with peers to provide support to supervisors regarding representative coaching standards for overall Care Center
Identified additional processes, tools, and systems that hurt call efficiency and customer satisfaction results
Provided verbal delivery of feedback to coaches monthly for evaluation of customer service representatives
Analyzed call trends through call reviews to uncover customer concerns that drive recommendations, changes, or process improvements

Business Analyst-Quality Assurance

COMED/EXELON

Oakbrook, IL

01.2017 - 01.2018

Provided strategic support for monitoring, evaluating, and scoring for a specific number of care center representative calls each month to give an overall assessment of call center customer interactions
Developed and implemented improvement strategies with care center first-line leadership, which drives Quality performance improvement related to customer satisfaction
Analyzed call trends through call reviews to uncover customer concerns that drive recommendations, changes, or process improvements

Customer Care Supervisor

COMED/EXELON

Oakbrook, IL

01.2015 - 01.2018

Managed a team of 15-22 customer service representatives, providing motivation and encouragement to provide premier customer service for ComEd
Communicated and managed expectations for quality and accuracy of work and critical productivity metrics associated with service level achievements, average handle time, customer availability, and schedule adherence
Partnered with peers, senior leadership team, and other functional areas to ensure positive working relationships and effective communication

Supervisor, Customer Account Executives

COMCAST CORPORATION

Woodridge, IL

01.2012 - 01.2015

Managed a team of 15 customer account executives, providing motivation and encouragement to provide superior customer service for Comcast
Conducted real-time phone monitoring of customer account executives to provide immediate feedback to maintain required service levels for enhanced call quality and increased productivity
Communicated and managed expectations for quality and accuracy of work and critical productivity metrics associated with service level achievements, average handle time, customer availability, and schedule adherence

Summary

Overview

Work History

Account Receivables Manager

Supervisor-Account Receivables Billing and Collections

Senior Supervisor-Customer Care Strategy and Support

Business Analyst-Quality Assurance

Customer Care Supervisor

Supervisor, Customer Account Executives

Education

Master of Public Administration -

Bachelor of Science - Business Administration

Skills

Timeline

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