Luisa Ospina
Haverhill,MA
Summary
Over 10 years of experience in collections, I have successfully managed a team of 6 individuals across different regions, specializing in B2B collections in both North America and LatAm. My skill set includes customer service, accounting, billing, and administrative expertise. I am known for being highly dependable, energetic, enthusiastic, self-motivated, and possessing excellent multi-tasking abilities. I am eager to bring these qualities to contribute to the growth and success of your company.
Overview
16
16
years of professional experience
Work History
Accounts Receivable Team Lead
HubSpot.
06.2020 - Current
- Motivates employees to strengthen the quality of the employees individually and collectively
- Conducts 30-60-90-365 day reviews on all employees
- Achieves department goals and objectives daily, weekly and monthly
- Handles and diffuse escalated calls
- Sets payment collection goals and targets for the department
- Ensures that the company policy on recoveries is followed and that it is in line with Collections Procedures
- Trains and mentors staff members in the collections department
- Coordinates activities of staff members to ensure a smooth and efficient department that reduces the number of cases that are overlooked
- Oversees the collection of outstanding credit and invoices to minimize profit loss while ensuring it is handled appropriately and per company policy
- Creates and implements strategies to increase the number of successful collections on outstanding debt
- Recruits, hires, trains and evaluates staff members within the collections department to ensure a sufficient number of staff members are available to handle the workload
- Develops goals that complement the overarching business goals of the company and coordinates staff to continually meet and exceed goals.
Accounts Receivable - Senior Specialist
HubSpot
06.2016 - 05.2020
- Performed research into disputed invoices or payments as needed.
- Monitored overdue accounts daily, generated past due notices, and contacted delinquent customers via phone or email.
- Reviewed and reconciled customer accounts to ensure accuracy of invoices and payments.
- Developed strategies for improving the collection process, reducing bad debt, and increasing customer satisfaction.
- Examined customer payment plans, payment history to resolve delinquent accounts.
- Negotiated payment plans with customers in order to bring their accounts up-to-date.
Accounts Receivable Specialist
Wyless Inc.
01.2015 - 06.2016
- Monitors and administers over 2,800 customer accounts from the US and International
- Prepares customer's statements, bills, and invoices
- Researches and analyzes accounts
- Generates weekly aging reports
- Determines payment schedule with customers
- Contacts delinquent customers to secure payment
- Initiates collection efforts to successfully boost collections
- Prepares accurate monthly billing adjustments
- Investigates and resolves billing and account discrepancies
- Manages and resolves customer inquiries
- Compiles data and prepares monthly reports and statements
- Posts customer's payments by recording cash, checks and credit card transactions
- Verifies validity of account discrepancies
- Resolves collections by examining customer payment plans, payment history, credit line; coordinating contact with collections department.
Project Leader
Merrimack Valley Project - UMASS Lowell
05.2015 - 06.2015
- Developed project to map relevant immigrant-serving organizations in Lowell and the surrounding region and to compile the contact information for these organizations into a database that may be used for student internships; partnership on projects related to Sociology of Immigration courses or opportunities for graduate student projects, related to the proposed new MPA program
- Developed relevant data fields to be included in a database, such as basic contact information, web address, Facebook or twitter feeds, location, size of organization, type of population served, types of services provided, etc
- Through online research compiled an initial list of immigrant-serving organizations in Lowell and the surrounding region
- In telephone calls and/or emails with these organizations, identified whether the organization has had experience of working with UML students and whether they would be open to potential internships, research projects or other partnerships with UML faculty and students
- Used the 'snowball method,' asked for references and/or contacts with other immigrant-serving organizations
- Recorded all organizations and contacts in log and entered the data into the data base for use by Prof
- Piñeros Shields in building internships and other community-based projects for undergraduate and (potentially) graduate MPA students
- Printed contents of database for use in developing internships.
Business Development
Green Leads
Andover, MA
01.2012 - 01.2014
- Supporting and providing excellent customer service, marketing different campaigns that offer a variety of services that can benefit different prospects
- Speaking with confidence in senior managers and 'C' level leaders with the objective to build new successful business relationships
- Communicating in a professional phone manner, mature approach to work in order to maintain good working relationship with internal sales & marketing team.
Customer Service Representative
The CCS Companies
Andover, MA
01.2011 - 01.2012
- Responsible for handling over 100+ incoming calls on a daily basis from customers
- Provided accurate information on accounts while giving high customer service satisfaction
- Processed payments, assisted and resolved accounts
- Dealt with a large amount of claims
- Set up payment arrangements using different methods
- Resolved delinquent accounts from 5 different directories.
Quality Control Assistant Manager
Hannah International Foods
Seabrook, NH
01.2008 - 01.2011
- Assisted in the organization of office
- Assisted new members with the application process
- Handled customer service complaints
- Filed different claims for Workers Comp
- Handled supply orders
- General administrative duties.
Internship Student
Charlestown District Court House
06.2010
- Performed basic administrative, clerical and office support duties
- Retrieved files and assembled documents for use by court staff
- Indexed and cross-referenced documents and files
- Pulled, rotated and filed documents
- Sent and retrieved files from archives
- Boxed files for storage
- Conducted file searches for missing files
- Scanned indexes and verified court documents
- Purged and arranged for the destruction of documents and records.
Education
Criminal Justice Bachelor's Degree -
UMASS Lowell
05.2016
Associates in Science, Criminal Law Enforcement Certificate -
Bunkerhill Community College
05.2014
High School Diploma -
Haverhill High School
Skills
- Ability to work in a fast-paced environment
- Diligent in understanding client concerns and generating prompt Solutions
- Delegation, Coaching Skills
- Strong listening, multitasking, prioritization and problem solving skills
- Excellent work ethic
- Ability to quickly assess needs
- Strong knowledge of Microsoft Office (Excel, Word)
- Bilingual (Spanish & English)
- Highly organized Coach with Great Management experience and leadership skills
- Experience in Strategic planning and process improvements
- Customer Relations
- Account Reconciliation
- Strong Communication Abilities
- Employee Onboarding
- Career Development
- Diversity and Inclusion
References
Upon Request
Timeline
Accounts Receivable Team Lead
HubSpot.
06.2020 - Current
Accounts Receivable - Senior Specialist
HubSpot
06.2016 - 05.2020
Project Leader
Merrimack Valley Project - UMASS Lowell
05.2015 - 06.2015
Accounts Receivable Specialist
Wyless Inc.
01.2015 - 06.2016
Business Development
Green Leads
01.2012 - 01.2014
Customer Service Representative
The CCS Companies
01.2011 - 01.2012
Internship Student
Charlestown District Court House
06.2010
Quality Control Assistant Manager
Hannah International Foods
01.2008 - 01.2011
Criminal Justice Bachelor's Degree -
UMASS Lowell
Associates in Science, Criminal Law Enforcement Certificate -
Bunkerhill Community College
High School Diploma -
Haverhill High School