Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Languages
Timeline
BusinessAnalyst

Luis Carrera

Coral Springs,FL

Summary

Driven B2B Collections Specialist resolves past due customer invoices and collects and processes payments. Meets strict deadlines with minimum direction by prioritizing and organizing workload. Proven background overcoming obstacles and obtaining results. Skilled professional with experience in customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Business Members Claims Analyst

American Express
05.2022 - Current
  • Detailed review of average 25+ claims emails daily, applying good negotiation skills, with 85% average resolution on client's side.
  • Engaged in customer service activities to determinate member needs & provide appropriate resolution.
  • Communicated results of disputes inquiries to upper management with professional manner
  • Resolved complex members disputes related to ATM, both domestic & international, PIN-point of sale, & signature disputes to ensure regulatory compliance.
  • Handled presentments, arbitration chargeback, pre-compliance, compliance, pre-arbitration & good faith.
  • Maintained abreast of current EFT Act (Regulation E) & Bank Card Association Rules
  • Investigated complex dispute claims in accordance with rules & regulations with a high degree of accuracy & within prescribed time limits.
  • Processed provisional and/or permanent credit to member's account.
  • Maintained comprehensive understanding of complex card industry rules & federal regulations, analyzes & recommends proper reason codes & all chargebacks & ensures accurate documentation is obtained to minimize the FSB exposure to loss.
  • Demonstrated analytical problem-solving skills by accurately identifying the issue & determining the best solution utilizing specific AMEX rules & Federal Regulations to recover funds on the member's behalf.
  • Performed & supported tasks to ensure regulatory & AMEX Association rules are met.
  • Researched with senior team members to resolve issues & to identify appropriate issues for escalation.
  • Organize, research, & management of claims filed by retail & ecommerce side of the business.
  • Navigation of many different portals while doing research
  • Process general accounts receivable, billing & wholesale sales claims
  • Dispute claims & backup paperwork for each of them
  • Process credit adjustments when needed.
  • Customer Care Professional

Customer Care Professional Platinum

American Express
01.2022 - 05.2022
  • Delivered extraordinary service on inbound calls in fast-paced, structured customer care environment by following company "Customer First" philosophy.
  • Understanding of card member's needs & tailor unique solutions for each customer, reinforcing the benefits of card membership, providing relevant product offers that deepen customer engagement & result in measurable value for card members.
  • Continuously improved on key selling skills, including building rapport, understanding customer needs, handling objections & closing sales, with adding average of 3 new cards weekly,
  • Addressed general & account-specific customer inquiries; provide clear & concise information & updating customer account information.
  • Used company tools & resources to identify custom solutions & anticipate customer needs in first point of contact resolution.
  • Met & exceeded performance goals, as per customer survey results, sales rates, quality goals, compliance regulations & productivity targets.

EDI Analyst

Office Depot
01.2020 - 12.2021
  • Developed and fostered working relationships within Supply Chain Leaders, Customer Care & Finance
  • Reduced processing delays, prevented contract violation penalties, & expedited cash flow by code refactoring
  • Improved quality of service levels for clients, staying focused on lean costs
  • Analyzed business requirements & translated them to technical requirements in EDI technology using implementation guides & specification sheets provided by business process analysts & customers.
  • Analyzed & resolved various EDI related errors like coding errors, data errors, validation errors, etc.
  • Used billing portals such as Ariba, Taulia & Coupa
  • Processed payments using Cash Application programs such as JDE, ASP & AS-400

Deduction Specialist (contractor)

Nutranext
10.2019 - 01.2020
  • Researching, analyzing and offsetting all trade and non-trade deductions and disputes in SAP, with average review of 30 claims daily.
  • Preparing offset package with all necessary documentation to meet Dept and Audit standards.
  • Maintaining detailed spreadsheets on all open items on their customer portfolio
  • Scanning, distributing and filing open deduction paperwork.
  • Assisting in Walmart special project, to reduce pending A/R.

Credit Analyst (contractor)

WAI Global
05.2019 - 10.2019
  • 25+ average daily cash receipts review (checks, credit cards, ACH, Wires)
  • AR batches review for accuracy prior to finalization and posting to General Ledger
  • Research, reconcile and resolve unapplied amounts and other credits on customer accounts in BANN & SAT
  • Utilize critical thinking and problem-solving skills to provide solutions to complex situations that arise from customer account discrepancies on regular basis.
  • Provide monthly reporting on accounts receivable such as aging analysis, unapplied cash, status of outstanding deductions, and bad debt analysis.

Billing Specialist (contractor)

Network Innovations
10.2018 - 04.2019
  • Auditing of 346 multinational accounts for billing errors in Oracle
  • Established tier level plans for company systems.
  • Reviewed Traffic Rates and Subscription Fees to verify correct pricing.
  • Performed Audits between older and new company system searching for price errors.
  • Executed daily report analysis searching for error marge between different plan prices.
  • Processed reports to IT to resolve pricing issues between invoices.

A/R Coordinator (contractor)

COARC
03.2018 - 09.2018
  • Daily interaction with 5+ vendors
  • Internal management, verbally and in writing over any AR problems encountered.
  • Perform 30+ average daily routine accounting reconciliations.
  • Process incoming mail concerning billing and invoicing.
  • Audit ledgers to ensure contain correct information & post daily deposits.
  • Process Medicaid billing and run weekly audit reports for accuracy.
  • Process payroll for agency staff and individuals who receive services.

Financial Services Representative

Office Depot
04.2015 - 10.2017
  • Reduced portfolio aging by 18%
  • Decreased liabilities balance by $2.6 Million
  • Reconciled portfolio by 60 COD accounts
  • Analyzed payment history to determine risk level accounts.
  • Introduced new payment plan for NY hospitals.
  • Supervised 3 intercompany teams facilitating consolidation of severely overdue balances.
  • Cultivated new business relationships with well-established clients across country.
  • Processed payments using Cash Application programs such as JDE, ASP & AS-400

Collections Specialist

BB&T
05.2013 - 03.2015
  • Analyzed monthly payment processing for line of credit management for small businesses.
  • Coordinated B2B Collections on 35+ default accounts, reducing portfolio by 17%.
  • Improved liaison between clients and financial institution
  • Analyzed and manage pipeline activity.
  • Investigated default situations to design best possible solution to turn around default accounts.

Certified Personal Finance Counselor

CreditGuard of America
01.2011 - 04.2013
  • Analyzed client's credit needs and match them with best solutions available.
  • Educated clients in responsibly effective money management to avoid future financial problems.
  • Designed proposals on how to create assets and decrease debt with weekly average adding of 7 new clients.

Advance Bilingual Technical Support

Sprint
01.2007 - 06.2010
  • Supervised and improve representative performance
  • Involved in quality improvement projects
  • Technical Support (approx
  • 200 calls daily both Spanish and English)

Assistant Manager / Warehouse Supervisor

Martino Tires and Wheels
10.2005 - 03.2007
  • Assisted manager in office related issues (A/P, A/R, Payroll, Inventory, Sales, Delivery Control)
  • Supervised Office and Warehouse employees (salesmen, packers and drivers)
  • Customer Relations & Sales Leads Generator, increased sales by 10%.

Education

Diploma - Project Management

Allison Academy
North Miami Beach, FL
07.2022

Certificate in Business Specialist - Business Management

Stratford University
Falls Church, VA
07.2021

BAS - Technology Management

Broward College
Fort Lauderdale, FL
12.2020

Certificate in Business Management - Business Management

Broward College
Fort Lauderdale, FL
12.2019

Certificate in Business Operations - Business Management

Broward College
Fort Lauderdale, FL
12.2018

Associate of Applied Science - Science in Business Administration

Broward College
Fort Lauderdale, FL
12.2017

Bachelor of Science - Marketing

IPP Tech
Outside US
12.2002

Skills

  • Advanced knowledge in Microsoft Office Suite
  • Claims Review
  • Special Projects
  • Document Workflow
  • Dispute Tracking
  • Information Updates
  • Customer Satisfaction
  • Accounts Payable and Accounts Receivable
  • Service Quality

Certification

EXCEL (10+ years) GMAIL (10+ years) MS OFFICE (10+ years) OUTLOOK (10+ years) POWERPOINT (7 years) Quickbooks (3 years) Billing (3 years) Accounts Receivable (3 years) Collections (5 years) Financial Analysis (3 years) ACH (5 years) Credit Analysis (3 years) Business Analysis (3 years) EDI (3 years) SAT (3 years) SAP (3 years) BANN (3 years) Oracle

Additional Information

  • www.linkedin.com/in/luis-a-carrera

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Business Members Claims Analyst

American Express
05.2022 - Current

Customer Care Professional Platinum

American Express
01.2022 - 05.2022

EDI Analyst

Office Depot
01.2020 - 12.2021

Deduction Specialist (contractor)

Nutranext
10.2019 - 01.2020

Credit Analyst (contractor)

WAI Global
05.2019 - 10.2019

Billing Specialist (contractor)

Network Innovations
10.2018 - 04.2019

A/R Coordinator (contractor)

COARC
03.2018 - 09.2018

Financial Services Representative

Office Depot
04.2015 - 10.2017

Collections Specialist

BB&T
05.2013 - 03.2015

Certified Personal Finance Counselor

CreditGuard of America
01.2011 - 04.2013

Advance Bilingual Technical Support

Sprint
01.2007 - 06.2010

Assistant Manager / Warehouse Supervisor

Martino Tires and Wheels
10.2005 - 03.2007

Diploma - Project Management

Allison Academy

Certificate in Business Specialist - Business Management

Stratford University

BAS - Technology Management

Broward College

Certificate in Business Management - Business Management

Broward College

Certificate in Business Operations - Business Management

Broward College

Associate of Applied Science - Science in Business Administration

Broward College

Bachelor of Science - Marketing

IPP Tech

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Luis Carrera