Kimberly Piep
Spring City,UT
Summary
Detail-oriented Collections Manager familiar with regulatory and legal guidelines addressing collections procedures. Establishes effective department workflow and maximizes employee compliance, productivity and success in resolving payment issues.
Overview
13
13
years of professional experience
Work History
Billing and Collections Manager
Filevine
08.2017 - Current
- Manage reporting on aging and reporting to executive management.
- Implementing and managing collection process from aging through write off and submitting to third party collection agencies. Decreasing DSO from 54 to 28.
- Managing customer inquiries through support as well as email.
- Stepping in to make calls and or emails to ensure the team reaches collection goals and response timeline.
- Reviewing contracts and opportunities in Salesforce and entering into Sage Intacct, timely and accurately.
- Managing sales tax exemptions as well as the sales tax account rec for month end.
- Reviewing payment plan, refund and charge back requests in a timely manner.
- Pulling data for Audits effectively and timely.
- Cross departmental support.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Researched accounts and completed due diligence to resolve collection problems.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Established strong relationships with customers, fostering open communication channels for effective debt resolution.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
- Forecasting collections goals based on future billings, sales quota, renewable accounts, current aging and customer history.
- Manage relationship and cases with external collection agencies.
Knowledge Advisor
Frontier Secure
11.2014 - 08.2017
- Chat support for over 200 frontline agents assisting customers with questions as in payroll, tax filings, technical issue
- Handle customer escalations in a timely manner.
- Chatting with up to 5 representatives at once working on different issues.
- Anticipated responses and prepared clear and articulate answers.
- Contributed insights during team meetings aimed at optimizing firm-wide processes and procedures for increased efficiency.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
Assistant Operations Manager
Maverick
02.2011 - 12.2014
- Managing teams of 5 or more employees daily.
- Hanging promotional signs.
- Cash recs and bank deposits.
- Checking in orders and ensuring we received all merchandise.
- Training and Hiring.
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Coordinated with General Manager in different operational issues and promotional activities.
- Monitored inventory and approved reorders of stock to secure necessary resources and meet customer demand.
- Communicated with customers to assess satisfaction with products and services received.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
Education
BBA - Accounting
Capella University
Minneapolis, MN08.2023
Skills
- QuickBooks
- Microsoft Office
- Payroll
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Strategic Planning
- Operations Management
- Cross-Functional Teamwork
- Performance Management
- Staff Development
- Policy Implementation
- Performance Evaluations
- Financial Management
- Hiring and Training
- Training and Development
- Documentation And Reporting
- MS Office
- Accounting
- ASC 606
- Tesorio
- Salesforce
- Sage Intacct
- Collections Procedures
- Payment Collections
- Collections Strategy
- Billing
- SalesLoft
Personal Information
Title: Knowledge Advisor - Frontier Secure
Timeline
Billing and Collections Manager
Filevine
08.2017 - Current
Knowledge Advisor
Frontier Secure
11.2014 - 08.2017
Assistant Operations Manager
Maverick
02.2011 - 12.2014
BBA - Accounting
Capella University
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