Kerri Winston
Middletown,DE
Summary
Self-motivated Accounts Receivable and Customer Service professional offering a strong work ethic and determination to complete tasks in a timely manner. Accurate and detail-oriented with extensive knowledge in LMS, SAP, and Microsoft Office. Clear understanding of Client needs and trained in accounting and Healthcare standards. Motivated to continue to learn, grow and excel in Supply Chain Healthcare sector.
Overview
25
25
years of professional experience
17
17
SAP and various ERP experience
Work History
Customer Service Representative
The LYCRA Company
Wilmington, DE
08.2022 - 08.2023
- Managed customer orders from receipt of purchase orders to customer delivery
- Assuring customer satisfaction with total order fulfillment process.
- Order management of customer accounts within SAP/CRM; requesting new accounts to be established through master data and credit teams and review/update existing accounts with changes upon commercial and/or customer requests.
- Fulfilled sample requests by managing sample shipment processes in a timely manner to meet market demand in collaboration with commercial team.
- Interfaced with supply chain planners, logistics and operations teams to help minimize cost to serve and drive order fulfillment through key issue resolution.
- Helped to manage product availability as well as made-to-order products.
- Developed assigned customer accounts by working closely with commercial team to ensure frequent, accurate and effective communication.
- Understood and maintained complete customer history and knowledge of customer needs, demand requirements and patterns to assist commercial team for designated products.
- Maintained thorough, current, and competitive product knowledge and clear understanding of market dynamics to offer creative solutions to customers.
- Helped identify process improvements leading to productivity achievement and improved customer service levels within customer support infrastructure, processes, EDI, SOPs and platform.
- Improved processes and strategies for global standardization in multiple facets of business.
- Ad hoc issue resolution of order fulfillment/invoicing and engaged in additional resources as needed to resolve, plus communicated with customer in a timely manner.
- Maintained customer account awareness utilizing Microsoft Power BI Reporting
Accounts Receivable / Customer Service Team Lead
UPS Healthcare
Newark, Delaware
02.2021 - 05.2022
- Oversee collections and accounts receivable functions for US and Canada Clients.
- Created relationships with various business units to streamline business processes.
- Identified, researched and resolved reporting, invoicing, and shipping variances to maintain system accuracy and currency.
- Researched and resolved customer claims related to shortages, missing shipments, discount violations and returns.
- Responded to inbound inquiries from customers and clients regarding questions regarding accounts and payments.
- Ensured that teams applied proper codes to open items on aging, held open orders and within team mailboxes to keep records organized and easily searchable.
- Notated customer accounts regarding credit history, dates contacted and other relevant information to keep accurate records.
- Developed and maintained strong relationships with clients and co-workers to deliver exceptional customer service support.
- Identified and suggested remedies for areas of improvement within Accounts Receivable and Customer Service based on detailed daily reports and analysis.
- Trained, coached, mentored Accounts Receivable and Customer Service employees on SOP's, Client Profiles, and various job related software and websites.
- Maintain and report Client Issue Tracker Logs.
- Collaborate with Management to create and update Client Profiles for new and existing clients.
- Created and Updated job specific EUP's.
- Point person for Helix Customer Service conversions and performed UATs.
- Analyze system issues for possible escalation to management and/or IT support
- Provide backup assistance to both Customer Service, Collections and ARA's.
- Perform special projects, identify defects, and facilitate user acceptance. (e.g., system implementations, process and procedure enhancements, code promotes, etc.) to support operational needs, clients and customers’ requests.
- Serve as subject matter expert to provide education and technical support on Customer Service and AR processes, procedures, systems, and tools.
- Prepare for, participates in, and makes presentations during weekly and monthly Client business review meetings to report on service performance, identify ongoing Client business needs, and resolve customer issues.
Customer Service / Chargeback Team Lead
UPS Healthcare
Newark, DE
05.2019 - 02.2021
- Oversee chargeback functions in chargeback department
- Train, coach and mentor staff members
- Carry out daily, weekly and month end reconciliations.
- Ensure customers' claims are processed in timely manner
- Make adjustments in accounts and write month-end reports and reconciliations.
- Provide backup assistance to both Customer Service and Chargeback staff.
- Ensured that teams applied proper codes to open items on aging, held open orders and within team mailboxes to keep records organized and easily searchable.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled day-to-day customer contact via phones, faxes and emails.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Prepared adhoc reports by collecting and analyzing customer information per Client specific needs.
Team Lead - Accounts Receivable
UPS Healthcare
01.2015 - 07.2018
- Prepared credits and rebills, processed payments and documented account updates.
- Responded to inbound inquiries regarding accounts and payments.
- Made outbound calls to customers to discuss and resolve account needs.
- Ensured that ARA's submitted cash and check deposits and generated cash receipts to record money received.
- Reconciled accounts receivable ledger to verify payments and resolve variances for Month End.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Reconciled account information and reported figures within various Client credit card systems monthly.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Input financial data and produced reports using SAP.
- ARA point person to facilitate conversions from LMS platform to SAP software for existing and new clients. Identifying and resolving defects by collaborating with IT and providing user acceptance.
- Trained, coached and mentored staff and others on ARA procedures, best practices, and various job specific sites.
- Assisted with creation of ARA specific EUP's, training aids, and Client Profiles.
Accounts Receivable Associate
UPS Supply Chain Services
Newark, DE
01.2006 - 01.2015
- Daily cash application
- Daily, Weekly, Monthly Reporting
- Reconciling out of balance reports
- Research and POA reduction
- Credit Debit Offsets
- Cash overview go-to for external employees/visitors
- EUP Updates
- Performed UAT for GHOS SAP Implementation
- Performed UAT for new and transitioning clients
- Research and resolve various account issues due to adjustments and cash application
Accounts Receivable Associate/ Personal Assistant
T. Frank McCalls
Chester, PA
- Cash application
- Collected debit over 30 days
- Managed office supplies, order, inventory
- Assisted bid creation
- Handled incoming and outgoing correspondence, including mail, email and faxes
- Screened telephone calls and inquiries and directed them as appropriate
- Coordinated overnight travel arrangements and accommodations
- Organized personal and professional calendars and supplied reminders of upcoming meetings and events for owner
Education
No Degree - English
St. Andrews Presbyterian College
Laurinburg, NCHigh School Diploma -
Milford Senior High School
Milford, DESkills
- Highly adaptable accounts receivable and customer service professional
- Complex problem solving
- Expert in SAP and BobJ Reporting
- Valued team player with strong communication and interpersonal skills
- Solution-oriented
- Microsoft Office proficiency
- Proactive and Self-Motivated
- Monthly Reconciliations and Data Integrity
- Process Improvement Initiatives
- Proficient in Helix and SPlus
- Strong mentoring and coaching abilities
- Accounts Receivable
Accomplishments
- Represented AR from the cash perspective during UAT for various large LMS code promotes
- Demonstrated LMS AR cash functions for IT, project managers, and various consultants during the exploration and development phases SAP implementation
- Handled GHOS UAT for SAP implementation
- Present the AR Cash overview for 95% of external employees/visitors
- Trained peers in SAP and LMS
- Have become the Go-to person for AR issues
- Gained extensive knowledge from handling multiple diverse clients and learning about their customers
- Instrumental successfully converting and working through defects/bugs in existing and new clients while collaborating with IT and gaining extensive SAP knowledge and skills
- Engaged in Converting full Order to Cash clients over to the new warehouse system Helix and learning how to use this new software for our customer service and accounting needs.
Timeline
Customer Service Representative
The LYCRA Company
08.2022 - 08.2023
Accounts Receivable / Customer Service Team Lead
UPS Healthcare
02.2021 - 05.2022
Customer Service / Chargeback Team Lead
UPS Healthcare
05.2019 - 02.2021
Team Lead - Accounts Receivable
UPS Healthcare
01.2015 - 07.2018
Accounts Receivable Associate
UPS Supply Chain Services
01.2006 - 01.2015
No Degree - English
St. Andrews Presbyterian College
High School Diploma -
Milford Senior High School
Accounts Receivable Associate/ Personal Assistant
T. Frank McCalls
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