Summary
Overview
Work History
Education
Skills
Timeline
Generic

Laura Messina

Hamburg,New Jersey

Summary

Telecommunications professional with over 15 years of experience, seeking a challenging opportunity to leverage a diverse skill set in both technical and interpersonal areas. Adept at driving organizational success through strategic problem-solving, customer relationship management, and a deep understanding of industry trends. Passionate about contributing to a company's growth by utilizing strong communication, technical proficiency, and leadership abilities.

Overview

21
21
years of professional experience

Work History

Credit Manager

Kinly Inc
12.2024 - Current
  • Negotiated payment plans with delinquent customers to minimize losses while maintaining positive client relationships.
  • Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
  • Work cross-functionally with sales, management, and other departments to maintain effective operations.
  • Improved credit risk management by implementing effective underwriting policies and procedures.
  • Investigated and evaluated customers for creditworthiness and potential risk factors.
  • Ensured timely resolution of disputed accounts, working closely with internal and external stakeholders to maintain positive customer relationships.
  • Referred delinquent accounts to collections department or outside resources.
  • Maximized cash flow for the company by monitoring outstanding debts and optimizing collection efforts.
  • Consistently achieved monthly collection targets by prioritizing accounts based on risk level and potential impact on cash flow.
  • Reported key performance indicators to department heads for management of positive cash flow and to adjust credit risk policies and procedures.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Utilized financial software to prepare consolidated financial statements.
  • Supported financial director with special projects and additional job duties.
  • Ensured timely payments from clients through effective communication and proactive followups.
  • Posted customer payments by recording cash, checks, and credit card transactions.
  • Analyzed aging reports and provided recommendations for improving collections efforts.
  • Developed and maintained strong client relationships, fostering trust and open communication.
  • Reduced outstanding account balances through diligent follow-up on past due invoices.
  • Reconciled daily AR ledger and verified proper posting.
  • Updated aging reports based on daily audits.
  • Collaborated with sales and customer service departments to align strategies that improve client retention and payment practices.

Inside Account Manager

Kinly Inc.
07.2023 - 10.2024
  • Negotiated, provided quotes and registered deals for Cisco, Polycom, Logitech, Samsung, Apple and other telecommunications hardware, software and service providers for customers to understand their needs and provide solutions to meet and/or achieve those goals.
  • Built and maintained strong relationships with existing clients by managing a portfolio of accounts ensures renewals were provided in a timely manner and keeping them up to date with new offerings.
  • Utilized HubSpot Customer Relationship Management Software to assist with setting and meeting goals, through reporting and analysis.
  • Collaborated closely with other departments such as technical support and field sales teams to ensure seamless client experience.

Carrier Services Specialist

ConvergeOne
09.2008 - 05.2023
  • Responsible and managed end-to-end carrier service processes for clients, ensuring seamless coordination and communication between vendors and internal teams including testing and turn-up.
  • Analyzed existing customer carrier contracts and negotiated favorable terms, resulting in cost savings and improved service agreements for our clients. Exceeded goals of retaining clients and services by over 150%.
  • Conducted regular audits of carrier invoices and services, identifying discrepancies and ensuring accurate billing.
  • Collaborated with cross-functional teams, including logistics, procurement, and customer support, to streamline carrier operations.
  • Resolved escalated service requests and incidents by working directly with carriers and customers to ensure timely solutions.
  • Recommend and ordered SIP, MPLS, PRI, Broadband and Fiber circuits for clients based on the business requirements to ensure compliance with pre-defined service level agreements (SLAs).
  • Acted as a primary point of contact for carrier-related inquiries, providing timely resolutions and maintaining positive vendor relationships.
  • Managed and trained junior services specialists to ensure successful onboarding.
  • Part of a 24/7 on call rotation to ensure clients with mission critical services had timely resolution to any circuit related interruptions.
  • Enhanced customer satisfaction by addressing and resolving service issues promptly and professionally.
  • Negotiated favorable contracts with carriers to reduce costs without compromising service quality or timeliness.

Dispatcher

Interconnect Services Group/Network Billing Systems
02.2006 - 09.2008
  • Coordinated and scheduled on-site technicians for move, add, and change (MAC) service requests, ensuring timely execution and minimal disruption to operations.
  • Generated and processed invoices for billable services, ensuring accurate documentation of dispatch activities and timely billing to clients.
  • Managed all clients Move, Add, Change (MAC) requests, overseeing the entire process from initiation to completion, ensuring seamless execution and client satisfaction. (Avaya predominantly.)
  • Assisted customers in identifying issues remotely, reducing unnecessary dispatches and lowering service costs by providing efficient troubleshooting and solutions.
  • Directed dispatching, routing, and tracking of 10 fleet vehicles.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.

Customer Service Representative, Project Manager

Interconnect Services Group/Network Billing Systems
02.2005 - 09.2008
  • Set up new customers in CRM systems, ensuring accurate entry and verification of all documentation on file to maintain data integrity and streamline client onboarding.
  • Served as the front-line representative for billing inquiries, resolving issues and processing credits when appropriate to ensure customer satisfaction and account accuracy.
  • Arranged for new toll-free service for customers and tracked responsible organization for all existing toll free numbers.
  • Processed billing for switched long-distance customers, ensuring accurate charges and timely invoicing to maintain revenue flow and customer satisfaction.
  • Liaised with customers and carriers to open service requests, facilitating prompt resolution of service outages and minimizing downtime.
  • Assigned as the dedicated technical support representative for high-profile customers, providing personalized service and custom solutions to meet their unique needs.
  • Demonstrated proficiency in DS1, integrated circuits, Frame Relay, MPLS, and various VoIP products, enabling effective troubleshooting and support for advanced telecommunications solutions.
  • Responded to customer requests for products, services, and company information.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with cross-functional teams such as sales, marketing, finance, IT support services ensuring a smooth execution of multiple concurrent projects.

Education

High School Diploma -

Hawthorne High School
Hawthorne, NJ
06-2003

Skills

  • Certified Cisco Customer Success Manager with proven expertise in relationship management, driving customer loyalty, and achieving business goals
  • Proficient in Microsoft applications, Navision, Smartsheet, HubSpot, ServiceNow, QuoteWerks, and Ivanti, with a strong ability to streamline processes and enhance client satisfaction
  • Customer service
  • Critical thinking
  • Data entry
  • Active listening
  • Conflict resolution
  • Payment processing
  • Microsoft Office Suite
  • Prioritization
  • Technical support
  • Account management

Timeline

Credit Manager

Kinly Inc
12.2024 - Current

Inside Account Manager

Kinly Inc.
07.2023 - 10.2024

Carrier Services Specialist

ConvergeOne
09.2008 - 05.2023

Dispatcher

Interconnect Services Group/Network Billing Systems
02.2006 - 09.2008

Customer Service Representative, Project Manager

Interconnect Services Group/Network Billing Systems
02.2005 - 09.2008

High School Diploma -

Hawthorne High School

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