Summary
Overview
Work History
Education
Skills
Accomplishments
LANGUAGES
Timeline
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Juan Miguel Salas Murillo

Summary

Dedicated and results driven professional with over 12 years of experience in Order to Cash (O2C) processes, including extensive expertise in cash application, dispute resolution, and portfolio management. Proven track record of leading high-performing teams, with hands on experience as a Supervisor for a team of 10 cash application specialists, providing mentorship, one on one coaching, performance reviews, and ongoing training to drive individual and team success.

Demonstrates strong leadership, organizational, and communication skills, with fluency in English (written and verbal) and a high level of adaptability in dynamic, fast paced environments. Skilled in process optimization, continuous improvement, compliance adherence, and building cross functional relationships across global teams.

Recognized for strategic thinking, problem solving, and a strong focus on accuracy and quality. Adept at analyzing complex disputes, implementing effective resolutions, and consistently exceeding performance metrics while fostering a culture of accountability and collaboration.

Overview

17
17
years of professional experience

Work History

Sr dispute analyst

Smith and Nephew
04.2021 - Current
  • Handled and resolved 250+ invoice disputes weekly across multiple business units (AWM, Sports/Endo, Ortho), ensuring timely and professional resolution in compliance with company guidelines.
  • Maintained a 98%+ accuracy rate in dispute research, documentation, and reassignment, ensuring full audit readiness and process transparency.
  • Managed the Disputes Management Get Paid queue, overseeing equitable workload distribution and status updates for optimal visibility and team efficiency.
  • Processed and validated credits and debits totaling over $5M per year, ensuring all transactions aligned with internal controls and US Offset protocols.
  • Collaborated with cross functional teams and subject matter experts to identify root causes of recurring disputes, implementing process improvements that reduced resolution time by 25%.
  • Proactively resolved issues before dispute creation, reducing backlog and enhancing customer satisfaction.
  • Consistently delivered exceptional internal and external customer service, contributing to improved client relationships and stakeholder trust.
  • Supported management in year end performance reviews and took ownership of high level account assignments and special projects.
  • Demonstrated strong critical thinking and decision making skills in complex case analysis and high value dispute resolution.

Senior Cash App and Credit Analyst-Acting Cash App

Smith and Nephew
01.2021 - 04.2025
  • Oversaw accurate and timely application of over $10M in payments monthly for US and Canadian accounts, maintaining a 98%+ accuracy rate in allocations.
  • Conducted in depth analysis of outstanding customer balances and financial data to support strategic decision making and credit risk assessments.
  • Collaborated with Treasury to manage and reconcile bank accounts, including creation of reconciliation tools between Bank, Get Paid, and SAP, improving reporting accuracy.
  • Managed and applied rebates and chargebacks for US and Canada, ensuring compliance with contractual terms.
  • Acted as backup Team Lead for the Cash Application team, providing daily leadership to a team of 10, including one on one mentoring, performance tracking, and issue resolution.
  • Designed and executed new procedures for bad debt recovery and application documentation, reducing processing errors by 30% and improving audit readiness.
  • Trained and supported associates across Cash Applications and Collections, improving onboarding time and team productivity.
  • Created, monitored, and presented Key Performance Indicators (KPIs) to stakeholders, driving transparency and performance improvements.
  • Approved refunds, rebates, and credit applications in accordance with company policy, supporting efficient financial operations.
  • Played a key role in the successful migration of processes to India, serving as a subject matter expert and ensuring knowledge transfer.
  • Led initiatives for process improvements, including enhanced cash app evaluation methods and updated procedures that cut turnaround time by 20%.
  • Integrated QA feedback into monthly recognition programs to boost morale and drive continuous improvement.
  • Collaborated cross functionally to establish robust credit policies, support complex client assessments, and improve customer issue resolution.
  • Recognized for strong critical thinking, adaptability, and excellent organizational and time management skills in handling multiple concurrent projects.

Senior Cash App Analyst

GlaxoSmithKline
01.2019 - 01.2021
  • Owned end to end accounts receivable (AR) processes for North American markets, ensuring timely, accurate, and compliant execution of daily operations.
  • Performed in depth analysis of AR data and aging reports, providing insights that supported strategic decisions, resulting in a 15% reduction in overdue balances.
  • Identified and implemented process improvements that increased departmental efficiency by 20%, while reducing manual errors by 25% through enhanced control procedures.
  • Executed cash in transit and integrity reconciliations, maintaining full compliance with internal controls and reducing reconciliation discrepancies by 30%.
  • Generated and managed invoices for fixed asset sales, including follow-up and resolution of outstanding issues.
  • Managed account collections for a diverse customer portfolio, supporting teams in resolving billing issues and reducing overdue.

Senior Accounts Receivable

Lion Resources
01.2018 - 01.2019
  • Managed a portfolio of 300+ customers, overseeing aging, reconciliations, and collections to maintain healthy cash flow and reduce overdue invoices by 15%.
  • Conducted detailed data analysis and resolved collection issues, driving improvements in payment recovery and minimizing write-offs.
  • Led accounts reconciliations and prepared comprehensive reports, providing clear portfolio visibility and actionable insights for management.
  • Directed collection strategies for past due and upcoming invoices, improving collection rates and maintaining compliance with company policies.
  • Coordinated and facilitated department meetings, training programs, and development initiatives to enhance team performance.
  • Assisted in managing the Collections team, including recruitment, performance reviews, coaching, and training, ensuring a high-performing and compliant workforce.
  • Monitored staff performance against policies and procedures, recommending and implementing process improvements to optimize customer file setup and maintenance.
  • Developed and maintained up to date policies, procedures, and training materials to support ongoing team development and operational excellence.

Sr. AR Financial Representative

Thomson Reuters-Finance
01.2016 - 01.2018
  • Managed day to day operations and collections for a portfolio of 500+ B2B customers, primarily US Government institutions.
  • Oversaw accounts reconciliations and managed the Get Paid system to ensure accurate payment processing and record keeping.
  • Conducted in-depth data analysis to identify and resolve complex collection issues, maintaining high accuracy and compliance.
  • Implemented targeted collection strategies that significantly reduced bad debt in a challenging government accounts environment.
  • Delivered exceptional performance, ranking in the top 5 collectors, resulting in a promotion from Analyst to Senior Analyst within just three months.

Senior Accounts Receivable Analyst

Emerson Electric Ltda-Finance
01.2014 - 01.2016
  • Managed a business to business portfolio of 500+ customers, overseeing daily operations, payment follow up, and customer relationship management.
  • Performed data analysis and resolved complex collection issues, contributing to improved cash flow and reduced outstanding balances.
  • Utilized Web Billing platforms to submit and track invoices through customer portals, ensuring timely and accurate processing.
  • Managed accounts reconciliations and maintained the Get Paid system to monitor disputes, payments, and overall portfolio performance.
  • Collaborated cross functionally to resolve account discrepancies and improve billing efficiency.

Collector/CS representative

Bank of America
01.2009 - 01.2014
  • Handled inbound and outbound collections for credit card accounts, driving recovery of overdue balances while ensuring compliance with financial regulations and company policies.
  • Provided customer service support within the ECS Claims Department, assisting clients with inquiries related to card charges, disputes, and account issues.
  • Led the identification and follow-up of fraud cases on customer bank accounts, managing the full investigation process from detection to resolution.
  • Created and tracked merchandise, service, and fraud disputes, ensuring accurate documentation and timely resolution.
  • Conducted risk analysis to detect suspicious activity and prevent fraudulent transactions, contributing to overall portfolio risk reduction.

Education

Bachelor’s Degree - Process Management Bachelor’s Degree

UAM
Cartago
12-2024

Skills

  • Teamwork and collaboration

  • Time management

  • Attention to detail

  • Problem-solving abilities

  • Multitasking Abilities

  • Adaptability and flexibility

  • Conflict resolution skills

  • Decision-making

  • Relationship building

  • Professionalism

  • Continuous improvement

  • Stress tolerance

Accomplishments

  • Developed and implemented a standardized procedure to attach backups for all applications and offsets in SAP.
  • Designed and introduced a reconciliation file to align data between Bank, Get Paid, and SAP systems.
  • Integrated Quality Assurance (QA) feedback into the monthly reward system to recognize and motivate team members.
  • Overhauled and optimized the bad debt recovery process, improving efficiency and outcomes.
  • Successfully led the transition of operations from the US to Costa Rica, ensuring a smooth migration.
  • Streamlined the payment application process, significantly reducing processing time.
  • Authored comprehensive Standard Operating Procedures (SOPs) for the entire US cash application process.
  • Took full ownership of cash application execution for the US region.
  • Delivered training sessions on various cash processes to team members, enhancing knowledge and performance.
  • Recognized as a Top Performer within the team for consistently high performance.
  • Consistently exceeded monthly performance metrics, contributing to team success.
  • Managed day to day operations of a complex US Government accounts portfolio.
  • Conducted in depth data analysis and resolved collection issues, improving customer relationships.
  • Oversaw a diverse portfolio of B2B customer accounts, ensuring timely payments and resolution of disputes.

LANGUAGES

English (C1)
Spanish (Native)

Timeline

Sr dispute analyst

Smith and Nephew
04.2021 - Current

Senior Cash App and Credit Analyst-Acting Cash App

Smith and Nephew
01.2021 - 04.2025

Senior Cash App Analyst

GlaxoSmithKline
01.2019 - 01.2021

Senior Accounts Receivable

Lion Resources
01.2018 - 01.2019

Sr. AR Financial Representative

Thomson Reuters-Finance
01.2016 - 01.2018

Senior Accounts Receivable Analyst

Emerson Electric Ltda-Finance
01.2014 - 01.2016

Collector/CS representative

Bank of America
01.2009 - 01.2014

Bachelor’s Degree - Process Management Bachelor’s Degree

UAM

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Juan Miguel Salas Murillo