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)
07.2022 - 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
07.2018 - 07.2022
- 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
02.2017 - 12.2017
- 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
06.2016 - 02.2017
- 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
09.2015 - 06.2016
- 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
07.2013 - 10.2015
E4 Specialist
Army National Gaurd
05.2009 - 05.2015
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)
07.2022 - Current
Accountant/AR Collections Supervisor
InCare Technologies
07.2018 - 07.2022
Accounting Specialist
Summer Classics
02.2017 - 12.2017
Accounts Receivable / Dispatcher
Jeffcoat & Associates
06.2016 - 02.2017
Accountant
Zarzaur & Schwartz
09.2015 - 06.2016
Sales Representative
Prime Communications
07.2013 - 10.2015
E4 Specialist
Army National Gaurd
05.2009 - 05.2015
Bachelor of Science - Accounting
University of Alabama At Birmingham
Associate of Science - Computerized Accounting
Jefferson State Community College
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