JERMAINE ANDREW ALLEN
Heredia
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Talented Accounts Receivable Specialist with several years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical, and personable with excellent problem solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Collections Analyst
Auxis AR
San Francisco
06.2023 - 07.2024
- Senior Collections Analyst, 06/2023-2024
Auxis AR -for Litmos 1st party collections
Check to ensure past due invoices buckets are worked to prevent aging daily, against the company accounts receivables recorded in the general ledger Tesorio.
• Daily reduction of buckets for past due balances by emails and phone call contacts.
• Dispute resolution and follow up.
• Account past due negotiations to settle past due balances.
• Escalate accounts for cancellation to CSM and Sales department.
• Track and follow up on account pending cancellations.
• Communicate with cash application to ensure payments are applied to the correct invoices.
• Follow up with customers about short payments and credit applications to invoices past due.
• Review and follow up with accounts executive to correct subscriptions that reflect discrepancies.
• Implement strategies for currency discrepancy and effective collections efforts
Senior Collections Lead Representative
Synter Resource Group
San Jose
06.2021 - 01.2023
- Negotiated settlements on complex or disputed cases, achieving favorable outcomes for both parties involved
- Daily reduction of buckets for past due balances by emails and phone calls
- Collaborate with cash applications to ensure accurate cash application to past due invoices
- Developed customized payment plans to assist customers in reducing outstanding balances
- Implemented industry best practices to maximize efficiency and effectiveness within the collections department
- Collaborated on collection and dispute resolution issues
- Daily reduction of delinquent accounts for TForce Freight, UPS Freight, Penske and DHL business to business
- Cash collections and Ar reconciliations
- Lead the support team which involves the sorting of data with excel to compile report for disputes and identify top accounts for collections
- Ensured timely billing cycles by closely monitoring invoice processing status for accuracy
- Delivered exceptional service by proactively identifying potential issues and implementing preventative measures to mitigate risks
- Mentored junior team members, providing guidance on best practices for collections and disputes
Client Services Third Party Collections
Synchrony Bank/Flagship Credit Acceptance
Heredia
01.2020 - 01.2021
- Client Services third party collections.
Synchrony Bank/Flagship Credit Acceptance. (01/2020 - 01/2021) Heredia
• Daily customer contact for outstanding accounts by phone and notate accounts in a timely manner.
Third party collections for daily contact on a dialer platform on SAP, in which the information is entered after negotiation and payments application updated on the system. Which is automatically reconciled by the SAP program to paid accounts and accounts on payment status for ACH.
Customer Service Executive/Beverage Operations Manager
Carnival Cruise Line
Miami
01.2012 - 06.2015
- Collaborated with staff members to enhance collections efforts and exceed team goals through effective reduction of past due balances and increase dollars collected
- Daily customer contact for outstanding accounts by phone and notate accounts in a timely manner
- Third party collections for daily contact on a dialer platform on SAP, in which the information is entered after negotiation and payments application updated on the system
- Which is automatically reconciled by the SAP program to paid accounts and accounts on payment status for ACH
- Identified opportunities for improvement in collection procedures, leading to more efficient operations and higher success rates
- Handled high-pressure situations with professionalism and composure, demonstrating resilience in overcoming challenges common within the debt collection industry
- Provided company information and policies to customers upon inquiry and answered questions via phone and email
- Led financial transaction processes within the department, ensuring pending transactions were communicated to customers for account reconciliation on past due balances
- Research customer billing errors and determining root causes of problems
- Track customer service cases and update with resolution
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
- Expertly navigated escalated situations, leading to resolutions that satisfied clients needs while adhering to company policies
- Facilitated team meetings and workshops to encourage open communication, sharing of best practices, and the development of new ideas for enhancing customer service delivery, sales, invoicing, and collections
Education
Diploma - Science And Technology
Edwin Allen Comprehensive High
Jamaica06-1996
Customer Service Executive/Beverage Operations Manager - Hospitality Management
Carnival College
Miami, USA12-1991
Skills
- Time management
- Strong analytical thinking
- Effective communication techniques
- Innovation and good judgment
- Customer service
- AR Collections
- Negotiation
- Microsoft Office
- Salesforce
- SAP
- NetSuite ERP
- Invoicing and billing
- Dispute resolution
Accomplishments
- Achieved best motivation reward plan for the team (Performance Dip) September 2022.
- Employee of the month September 2021
- Employee of the quarter 4 in 2021
- Manager of the quarter 3 in 2022
- Maintained 100% Customer service rating on surveys throughout 2012-2015
- Maintained 100% Customer service satisfaction for CCL 2012-2015.
Languages
- English, Native language
- Spanish, Upper intermediate
Certification
- Project Management
- Train the trainer
- Trainer
- Quality Beverage service
- Estimating and scheduling Resources
- Dealing with challenging people and times
- Getting input
- Motivation
- Planning
- Ready set Manage
- Building success
Languages
English
Native/ Bilingual
Spanish
Full Professional
Timeline
Senior Collections Analyst
Auxis AR
06.2023 - 07.2024
Senior Collections Lead Representative
Synter Resource Group
06.2021 - 01.2023
Client Services Third Party Collections
Synchrony Bank/Flagship Credit Acceptance
01.2020 - 01.2021
Customer Service Executive/Beverage Operations Manager
Carnival Cruise Line
01.2012 - 06.2015
Diploma - Science And Technology
Edwin Allen Comprehensive High
Customer Service Executive/Beverage Operations Manager - Hospitality Management
Carnival College