Kirsten Mills
Birmingham,AL
Summary
Organized Service Delivery Manager. Highly talented in efficiency planning, cost reduction and budget control. Outstanding problem-solving and critical thinking skills. Serves as point-of-contact for all service desk inquiries and issues.
Overview
15
15
years of professional experience
Work History
Service Delivery Manager
Thrive Nextgen (previously InCare Technologies)
2022.07 - Current
- Reduce turnaround time for customers with effective resource allocation and task prioritization of the service desk.
- Maintain up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Lead improvement initiatives to advance operational efficiencies and increase revenue.
- Interface effectively with key accounts, answering questions and delivering exceptional service.
- Assist in the development of annual budgets, ensuring alignment with organizational objectives while maintaining fiscal responsibility.
- Manage regional managed services team from a customer service, technical and career development perspective.
- Ensure managed services team is working toward departmental goals in the most efficient and effective manner.
- Ensure managed services team meets or exceeds all service level agreements from Email, Phone, Event, Incident, Problem, and Change Management processes.
- Conduct annual performance reviews for all managed services direct reports.
- Escalation point for managed services, customer service and technical issues.
- Report on SLAs, OLAs, KPIs, and other performance data to director to ensure team is meeting expectations.
- Train new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Establish a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Develope and maintain knowledgeable and productive team of employees.
Accountant/AR Collections Supervisor
InCare Technologies
2018.07 - 2022.07
- Managed accounts receivable, commercial collections, and general customer accounting procedures and functions.
- Internally audited and allocated cost, and adjusted billing for accuracy and profitability on all MRR agreements and break fix billing.
- Generated, reviewed, and sent all customer billing for MRR and break fix clients.
- Assisted in consolidating and reorganizing entitlements and product IDs to prepare and assist with the cutover due to acquisition.
- Performed a variety of other tasks including but not limited to commercial credit checks/decisions, policy implementation and development, customer relations, training personnel, and all tasks assigned by the CFO.
Accounting Specialist
Summer Classics
2017.02 - 2017.12
- Reconciled and audited cash and credit transactions for 9 retail locations and 3 company departments.
- Performed monthly analysis of retail expense to ensure proper allocation.
- Investigated and resolved credit card disputes.
- Created monthly reports for AR transactions and posting history.
- Successfully developed and implemented AR and retail policies and procedures for daily cash out processes, petty cash management, sales data entry, cash management, and customer data entry.
- Worked directly with retail operations management to continue to improve and develop retail store procedures with regards to the accounting department.
- Reconciled all company factor accounts, to ensure proper posting, allocation, and fees.
- Entered month end transactions for fees and cost for all 30 plus company bank accounts.
Accounts Receivable / Dispatcher
Jeffcoat & Associates
2016.06 - 2017.02
- Created, sent, and verified all invoices for contractual customers on a monthly basis.
- Insured all materials were billed in appropriate timing.
- Ensured proper allocation of overhead.
- Maintained relationships with clients to ensure satisfaction.
- Created jobs and dispatched technicians.
- Updated and tracked customer contracts to ensure billing increases were applied at the correct time.
- Created purchase orders for technicians Ensured time was correct for technicians on monthly jobs.
- Ran job costing on all jobs for department.
- Managed helpdesk and client emails.
Accountant
Zarzaur & Schwartz
2015.09 - 2016.06
- Completed monthly, quarterly and annual bank reconciliations for all 15 trust accounts and company fee cost accounts.
- Perform day to day financial transactions including verifying, classifying, computing, posting and recording accounts receivable data.
- Reconcile the accounts receivable ledger to ensure that all payments are accounted for and properly posted.
- Collected on outstanding accounts.
- Receive, record, and bank cash, checks, and vouchers.
- Perform monthly, daily, and weekly remittance for all clients and ensure the remittances are accurate by checking commission taken as well as reviewing and verify totals and data.
- Identify, post, and reconcile advanced cost and suit fee for files.
- Sort manage and respond to all emails for the accounting department.
Sales Representative
Prime Communications
2013.07 - 2015.10
E4 Specialist
Army National Gaurd
2009.05 - 2015.05
Education
Bachelor of Science - Accounting
University of Alabama At Birmingham
Birmingham, AL05.2019
Associate of Science - Computerized Accounting
Jefferson State Community College
Birmingham, AL12.2015
Skills
- Customer Service
- Resource allocation
- Time Management
- Logistics Processes Planning
- Excel
- SNOW
- ConnectWise
- Great Plains
- Excellent Communicator
Timeline
Service Delivery Manager
Thrive Nextgen (previously InCare Technologies)
2022.07 - Current
Accountant/AR Collections Supervisor
InCare Technologies
2018.07 - 2022.07
Accounting Specialist
Summer Classics
2017.02 - 2017.12
Accounts Receivable / Dispatcher
Jeffcoat & Associates
2016.06 - 2017.02
Accountant
Zarzaur & Schwartz
2015.09 - 2016.06
Sales Representative
Prime Communications
2013.07 - 2015.10
E4 Specialist
Army National Gaurd
2009.05 - 2015.05
Bachelor of Science - Accounting
University of Alabama At Birmingham
Associate of Science - Computerized Accounting
Jefferson State Community College
Similar Profiles
Lexi KubiakLexi Kubiak
Client success manager at Thrive NextGen TechnologyClient success manager at Thrive NextGen Technology
Eddie TaborEddie Tabor
Customer Support Representative at Vitaledge Technologies (previously E-Emphasys Technologies)Customer Support Representative at Vitaledge Technologies (previously E-Emphasys Technologies)
Apekshita AroraApekshita Arora
Customer Success Manager at Kallidus Technologies (previously Sapling HR)Customer Success Manager at Kallidus Technologies (previously Sapling HR)