Karen M. Fioravanti
Newark
Summary
Dynamic Billing/Collections Manager with a proven track record of achieving 96% collection rates on open and past due invoices. Expert in process optimization and team leadership, I excel in driving performance improvements and fostering strong customer relations. Effective in resolving complex issues, I ensure accuracy and efficiency in financial operations.
Overview
34
34
years of professional experience
Work History
Billing /Collections Manager
Ntirety, Inc.
Newark
01.2006 - Current
- Conduct and oversee the day-to-day operations of the Billing and Collections Department: coach and manage 6 employees exceeding them to their potential, manage resources, queue assignments and scheduled breaks, develop and implement standard operating procedures and employee incentive program, interview to fill open positions, conduct weekly team meetings and weekly one-on-one meetings with staff, approve vacation schedules, provide problem resolution, create and provide daily, weekly and monthly reports to upper management, post payments to client accounts, input invoices into third party payment systems for clients, address and resolve chargebacks, perform annual reviews and quarterly ticket reviews, handle escalated client service and billing issues including irate and abusive clients, drive to meet and exceed monthly cash collections goals with a 90% success rate year after year, implemented new Zuora billing system, successfully collect 96% of open/past due invoices month over month. Oversee quality assurance in the quote to cash process reducing and eliminating errors for accurate invoicing.
Customer Service Sales Administrator
Ntirety, Inc.
Newark
01.2004 - 01.2006
- Provide customer service support for busy web hosting company. Take inbound billing and support calls, handle the day-to-day billing of accounts, follow up on past due billing and collections, renewal contracts, server upgrades as well as focusing on customer satisfaction and quality control.
Desktop Services Manager
Versalign, Inc. (Formerly AmeriStar Technologies, Inc.)
Wilmington
01.2000 - 01.2004
- Conducted the day-to-day operations of the Desktop Division: supervised 22 employees consisting of on-site technicians, field technicians, and call center department, developed and implemented standard operating procedures and employee incentive program, interviewed to fill open positions, arranged teams of technical personnel for projects, approved vacation schedules, conducted staff meetings and presentations, conducted quality control surveys to ensure customer satisfaction and provided problem resolution, provided daily, weekly and monthly reports to upper management, performed billing function to all clients for services rendered, developed and maintained good working relations with vendors, and arranged for employee certifications, developed parts purchasing programs and received $2000 to $5000 each year in service/warranty reimbursements for the company.
Call Center Operator/Supervisor
AmeriStar Technologies, Inc.
New Castle
01.1997 - 01.2000
- Received and logged service calls, dispatched technicians, developed and implemented a standard operating procedure and trained new employees.
Systems Administrator
Corporate Express
New Castle
01.1993 - 01.1997
- Provided computer systems support to busy division of office supply company, coordinated build out of Novell Network with outside vendors, trained employees on network applications, provided troubleshooting of PC systems, IBM AS/400 mainframe, and printer equipment, facilitated work flow for busy warehouse, worked with Contracts, Sales, Billing, and Customer Service Departments to ensure information availability, miscellaneous support of office management as needed and supervised assistants.
Customer Service/Order Entry Representative
Corporate Express
New Castle
01.1992 - 01.1993
- Assisted customers by phone, fax and e-mail, performed order entry, resolved customer complaints, researched problem orders, trained new employees on system applications and on product knowledge, cross trained as Billing Clerk to assist Billing Department as needed.
Skills
- Windows 98
- Windows XP
- Windows 7
- Windows 10
- Windows 11
- DOS
- Macintosh
- IBM AS/400
- Novell NetWare 3X
- Rumba
- Microsoft Office Suite
- Microsoft Teams
- Account reconciliation
- Conflict resolution techniques
- Business correspondence writing
- Call escalation
- Department management
- Staff training
- Employee retention
- Collections tracking
- Past due balance management
- Customer relations
- Goal-oriented focus
- Customer service management
- Performance tracking
- Cash flow management
- Team leadership experience
- Performance improvement
- Microsoft Outlook
- Proprietary accounts receivable/billing and ticket logging applications
- Zuora billing system
- Salesforce
- Oracle RightNow ticketing system
- Zendesk ticketing system
- Avalara tax engine
- Authorizenet payment system
- Verisign payment system
- Paypal
- Ariba
- Trancepta
- Coupa
- Fieldglass
- PaymentWorks
- AvidXchange
- Billcom
- Paymode
- management
- Performance metrics
- Invoicing background
- Billing
- Team leadership
- Invoice management
- Problem solving
- Process optimization
- Time management
- Adaptability
- Attention to detail
- Effective communication
- Customer relationship management
References
Available upon request.
Educational Seminars
- Network Administration for Novell 3.X
- Windows for Workgroups 3.11
- Microsoft Excel 5.0
- Microsoft Word 6.0
- Communication Skills
- Grammar/Proof Reading Skills
- Telephone Techniques
- Human Relations
- Management Development
- Bell Leadership Institute: 'Achievers I – Becoming a Great Leader.'
- Customer and Manager WOW Training
- General Security Policy Training
- Harassment Prevention
- Security Awareness
- How to Hire a Rockstar
- Managers 101
- Managers 102
- Management FLMA 105
- Management Logistics
Timeline
Billing /Collections Manager
Ntirety, Inc.
01.2006 - Current
Customer Service Sales Administrator
Ntirety, Inc.
01.2004 - 01.2006
Desktop Services Manager
Versalign, Inc. (Formerly AmeriStar Technologies, Inc.)
01.2000 - 01.2004
Call Center Operator/Supervisor
AmeriStar Technologies, Inc.
01.1997 - 01.2000
Systems Administrator
Corporate Express
01.1993 - 01.1997
Customer Service/Order Entry Representative
Corporate Express
01.1992 - 01.1993