Marcha Metellus
Experienced Credit & Collections Professional.
Stonecrest,GA
Summary
A detailed oriented and accomplished Credit & Collections Professional with over 12 years of extensive collections and accounts receivable background. Seeking a position with a company that will allow me to contribute to its growth and success.
Overview
17
17
years of professional experience
Work History
Senior Credit & Collections Analyst
Twilio
San Francisco, CA
10.2021 - Current
- Working within the entire Order to Cash cycle and focusing on day-to-day duties for Government Public Sector accounts by managing cash collections, DSO reduction, customer account reconciliation, data analysis, customer service and other ad-hoc duties.
- Reconciling accounts with statements and invoices on monthly basis, investigating and resolving discrepancies to maintain records accuracy.
- Investigating billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Speaking with customers to learn reasons for overdue payments and to review terms of credit contract.
- Notifying customers of delinquent accounts by email and telephone to obtain payment.
- Collaboration cross-functionally with sales, management and other departments to maintain effective operations.
- Working closely with delinquent account holders to collect and reconcile accounts through approved channels.
- Identifing high priority situations and taking appropriate escalation actions to resolve issues.
- Recording information about status of collection efforts.
- Gathering information related to assessment of annual bad debt to carry out in-depth reviews.
- Implementing new initiatives, which resulted in quicker payments and better turnaround times to resolve customer issues.
- Competing month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Creating and updating financial reports on frequent basis to present information to leadership teams.
- Managing relationships with tax authorities, bankers and auditors.
- Managing reporting, documentation and recordkeeping requirements for department.
- Using excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Notifying credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
- Performing administrative functions for assigned accounts, recorded address changes and purged records.
- Arranging debt repayment or establishing schedules for repayment based on customer's financial situation.
- Answering customer questions regarding account discrepancies or problems.
- Exceeded monthly collection targets and goals by 55% year end.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Processed and sent invoices, adjustments and credit memos to customers.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Worked with team members and leadership to identify and develop process improvements.
- Managed numerous client accounts to track and collect money owed.
- Proficient in Oracle, NetSuite, Salesforce, Monkey, Looker, Tesorio, Box, Zendesk, SendGrid, Adobe Pro and Microsoft Office.
Supervisor of Credit & Collections
Internap Corporation F.K.A INAP
Atlanta, GA
08.2019 - 08.2021
- Performed collection and reporting functions for credit & collections department generating over $12M monthly.
- Supervised the daily performance of 6 Collectors by monitoring collections activities, ensuring timely and accurate completion of work.
- Managed all reporting, documentation and recordkeeping requirements for department.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Researched and resolved billing and invoice discrepancy.
- Fulfilled client requests in accordance with established processes and procedures, providing necessary updates and resolution.
- Researched and resolved collections disputes to maintain customer relationships.
- Worked closely with both customers and sales team to reconcile accounts and oversee payment negotiation.
- Collaborated with Finance to determine restructuring of loan payments for implemented COVID-19 assistance plan.
- Reduced losses to 50% by restructuring loan payment plans.
- Implemented new initiatives, which resulted in quicker payments and better turnaround times to resolve customer issues.
- Reviewed order renewals and new contract orders in Salesforce for approval.
- Reviewed customer financial data in Experian to verify level of risk involved for future customers.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Conducted quarterly meetings with Controller, VP of Finance, and Director of Treasury to discuss delinquent customers to be added to the AR Reserve.
- Conducted weekly collection meetings to discuss top accounts status $20K+ with collection analysts, sales, and management.
- Coordinated and managed day-to-day workflow of collections team by having weekly meetings to discuss top 100 accounts averaging $20k+.
- Documented customer status and collection efforts in excel spreadsheet manually created the first week of every month.
- Monitored daily tickets in ServiceNow and UberSmith systems submitted internally and externally in billing queue to meet 5 day SLA.
- Assigned tickets in billing queue to collection analyst daily to respond to billing inquires and service cancellations.
- Reviewing equipment restriction and disconnect for non-payment list submitted monthly by collections analyst for approval.
- Verified receipt of payment with accounts receive department to remove account restrictions and customer access to data centers.
- Reviewed accounts for signs of fraud and non-payment issues.
- Reviewed account write-off submitted by analyst monthly for approval to be forwarded to 3rd party collection agency.
- Communicated with 3rd party collection agency daily to discuss customer settlements, litigation, and filing suit.
- Collaborated with legal department to manage bad debt accounts of $100K+.
- Identified possible issues with credit systems and monitoring by streamlining processes ahead of time.
- Mentored collection team on successful tactics to increase workflow and productivity.
- Conducted monthly performance evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions.
- Recognizes when it is necessary to ask for assistance with or to refer employee-related issues to Manager/Director/Human Resources.
- Administrative work - (i.e. PTO approval) Manage attendance and vacation time.
- Trained new employees on daily responsibilities and delivered constructive feedback to increase understanding of job duties.
- Evaluated employee job performance and motivated staff to improve productivity.
- Identified high priority situations and took appropriate escalation actions to resolve issues.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Attended weekly NetSuite testing training in preparation to transition to new accounting system.
- Software used: IAT, UberSmith, ServiceNow, Salesforce, NetSuite, Experian, Billing Objects, OMS, Oracle RD Web, Callfire, BillingCare, and Microsoft Office.
Senior Credit & AR Lead
Bruel & Kjaer North America, Inc.
Duluth, GA
11.2017 - 08.2019
- Oversee the daily operations of the accounts receivable, collections, and credit approval for the North America division.
- Daily management of AR aging to review and maintain past due accounts.
- Reduced aged receivables from $220k to $11k by revamping AR procedures and filing systems, create spreadsheets to enhance tracking of receivables, and follow up on open past due balances.
- Research unapplied/misapplied cash and submit refunds.
- Evaluate new and existing customers for credit increase and credit approval using Dun & Bradstreet website.
- Forwarding uncollectible accounts to third party agency.
- Daily order approval release for orders $100k and over.
- Access to J.P. Morgan Chase Bank to receive cash reports to post daily wire/ach, credit card, and check payments in US and Canada currency.
- Process credit card authorization for prepayment orders.
- Manage AR box daily which contains customer account inquires, remittance information, new PO's, statement request, update/change customer net terms, credit approvala, and new address/account set up submitted by customer service and sales reps.
- Manually print and mail monthly invoices and statements to customers.
- Assist with month-end closing utilizing excel to prepare balance sheet for AR recon, reconcile entries, ensuring financial transactions were recorded accurately, and assisting Controller as needed.
- Meet with upper management and provided insight into credit decisions.
- Worked closely with both customers and sales team to reconcile accounts and oversee payment negotiation.
- Reviewed customer financial data to ascertain level of risk involved for extending credit.
- Requested financial documents from customers.
- Reviewed customer financial data to ascertain level of risk involved for extending credit.
- Prepared basic and preliminary credit analyses to determine creditworthiness and compliance.
- Reconciled customer accounts to identify delinquencies or disputes, documenting root causes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Contacted owners of delinquent accounts to make arrangements for payment through extended payment plans or one-time payments, processing to correct account status.
- Handled customer service correspondence from clients, assisting with application completion, explaining qualification criteria and resolving complaints.
- Software used: Oracle, CRM, JPMorgan Paymentech Solutions, JPMorgan Access, D&B and Microsoft Office.
Senior AR Credit & Collections Analyst
Airgas, Inc
Lawrenceville, GA
05.2015 - 10.2017
- Independently managed the day to day collections of Grocery Store Chain accounts in the A/R Portfolio, in addition to managing other assigned accounts in excess of $10M.
- Analyzed accounts to reduce AR Bad Debt Reserve for over 60,90, and 180 day which included collection calls, researching, reconciling, resolving disputes, and customer payment discrepancies.
- Resolved open items related, but not limited to chargebacks, credit/debit memos, short pays, refunds, and unapplied payments.
- Created manual monthly statement using Excel listing all open items to send to customer for review and payment processing.
- Communicated issues in CU to CIS Database daily to specify day to day account management.
- Raised and decreased credit limits by reviewing Financial Statements, Dun and Bradstreet documentation, reviewing payment terms, and account status.
- Provided problem and invoice resolution assistance to the branches to correct pricing, item quantity, delivery fee, and equipment rental fee errors.
- Provide branches with release codes based on customer account status, suspended service due to non- payment within account terms, and continuation of delinquency.
- Deactivated customer account due to unresolved/unpaid delinquency which included escalating account to management, sending final demand letter, writing off to bad debt, and forwarding account to third party collection agency.
- Assisted cash applications department as needed for month-end close which included processing credit cards, ACH, and apply payment from Wells Fargo lockbox.
- Pulled invoices from SourceLink and proof of delivery from Imaging Database to send to customer as requested.
- Updated accounts in CU Database with pricing increase/decrease, new PO information, address/phone number change, and new contact person information.
- Software used: Microsoft Office, D&B, Adobe Pro, CU, CIS, SourceLink, and Imaging.
Senior AR Credit Representative
Avnet, Inc. F.K.A Canvas Systems
Duluth, GA
08.2009 - 05.2015
- Managed A/R Portfolio and performed daily collection calls on past due Sales & Lease Equipment contracts on large accounts (CDW and Dell).
- Provided a weekly status report to manager in the tracking of completed reconciled items and those that are still in progress.
- Learned tax laws for all states to setup accounts using tax certification and credit references.
- Notified customers to provide tax exemption forms as needed to update accounts.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Interfaced with customers to bring accounts current with suitable repayment plans.
- Researched to identify and resolve unapplied cash, reconciled short pays, apply open credits, and performed cash applications daily.
- Manually revised invoices using Adobe Pro to reflect contract/PO agreement.
- Enforced customer terms and credit limits according to contract agreement.
- Matched invoices to purchase orders to bill customer using the Ariba Network Supplier Software.
- Established and maintained sound relationships with customers while discerning cause of non-payment and negotiated payment arrangements.
- Assisted Sales daily with related special projects as required.
- Software used: Navision, Microsoft Office, and Adobe Pro.
Education
Business Administration
Queensborough Community College
Queens, NYSkills
- Collections and accounts receivable professional with over 12 years experience
- Detail-oriented and able to work with minimal supervision
- Able to multi task and a strong desire to learn new skills and improve existing capabilities
- Spreadsheets & Reporting
- Reconciliations & Cash Applications
- Billing
- Proficient in Vendor Billing/Invoices and Portal Billing
- Credit evaluations
- Reduction in Bad Debt Ration & DSO Percentages
- Cash Flow and Financial Analysis
- Problem resolution
- Monitoring processes
- Customer Communications
- Performance improvement techniques
- Staff training
- Team-oriented
- Microsoft Office
Timeline
Senior Credit & Collections Analyst
Twilio
10.2021 - Current
Supervisor of Credit & Collections
Internap Corporation F.K.A INAP
08.2019 - 08.2021
Senior Credit & AR Lead
Bruel & Kjaer North America, Inc.
11.2017 - 08.2019
Senior AR Credit & Collections Analyst
Airgas, Inc
05.2015 - 10.2017
Senior AR Credit Representative
Avnet, Inc. F.K.A Canvas Systems
08.2009 - 05.2015
Business Administration
Queensborough Community College