Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mary E Cummings

Watervliet, NY

Summary

Skilled Service Coordinator with a track record at Stants Capital Combustion, enhancing customer loyalty and optimizing operational workflows I effectively lead teams to achieve service excellence and drive business growth. Skilled in accounts receivable, I ensure timely resolution of issues while fostering strong client partnerships.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Service Coordinator

Stants Capital Combustion
11.2020 - 12.2024
  • Company Overview: Advocate for customers and field technicians as the go-to commercial and industrial HVAC resource for businesses and institutions throughout the Northeast. Commercial Boiler Sales, Installation, Services and Repairs.
  • Plan and coordinate the delivery of an organization's HVAC services.
  • Build and maintain relationships with customers.
  • Working to continuously improve the level of service by ensuring that customer requirements and targeted services are met.
  • Bring people, products, and/or resources together for workflow needs and organizational growth.
  • Obtaining and Arrange outside vendors for specific workflow requirements and operations.
  • Meeting assignments include managing deadlines and workflow.
  • Coordinate Ordering supplies and equipment.
  • Develop customer service maintenance plans.
  • Team and account coordination scheduling workflow and standing meetings.
  • Dispatching, schedules and assigning workflow task to with customers and team members.
  • Maintaining project documentation, reports, and plans.
  • Collaboration and efficient communication.
  • Advisory for Team and Customer.
  • CRM - Business growth and retention within existing customer base and referral of new customers.
  • Build customer loyalty with retention, related sales, and referrals.
  • Training and collaborating for staff. to enhance skill developing.
  • Communicate with Manger/CEO of team members' performance.
  • Quick Books quoting, invoicing and posting.
  • Accounts receivable and accounts payable functions.
  • Advocate for customers and field technicians as the go-to commercial and industrial HVAC resource for businesses and institutions throughout the Northeast. Commercial Boiler Sales, Installation, Services and Repairs.

Customer Service Agent

JOHNSON CONTROL
04.2015 - 11.2020
  • Company Overview: Responsible of BSNA North America branch district servicing over 100 accounts with various systems including: SD Warranty, UPG, Hitachi, Largo, AJAX, BAS RMA, 3rd Party Addison DOAS.
  • CSA supports service and installs with Tech/Mech as liaison with commercial and industrial accounts.
  • Submittal of claims through various systems including processing with PTS, obtain supporting information/documentation and interacts with in the process to validate the equipment claims.
  • Researches, resolves, or escalates A/R disputes including reconciliation of accounts payables and any billing exceptions.
  • Processes invoice credits and re-bills, as necessary.
  • CRM - Maintain customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates up-to-date.
  • Support inventory control process including updating equipment asset and transactions.
  • Monitoring and Reporting of each branch location current and forecast activity status.
  • Responsible for the scheduling, tracking and monitoring of customer account development plans/contract renewal and life cycle processes.
  • Handle incoming and excute out going communication to accounts to ensure customer satisfaction for building relationship commitment and enhancing account farming.
  • Updates and retains customer account information through CRM.
  • Direct Interaction with customers to secure purchase orders and/or to meet invoicing requirements and special conditions.
  • Actively participates in accounts receivable activities of collections and new customer authorizations and processes.
  • Provides administrative, day-to-day support in the service operational areas.
  • Escalate issues to appropriate individuals/teams for timely follow-up as needed.
  • Direct interaction with customers for follow-up to secure purchase orders or to meet special invoicing conditions.
  • Identify, communicate and activate problem resolution for internal and/or external customers activities.
  • Implement service delivery plans as required for equipment requirements.
  • Address and researches WIP, unaligned costs, such as labor hours, material purchases, expenses and other service-related transactions such as sub-contractors reconciliation of WIP.
  • Researches, resolves or escalates accounts receivable disputes as outlined in the escalation process. Works with accounts receivables contact to assist with resolution of truck based team A/R issues. Determines appropriate actions for timely resolution.
  • Support inventory control process including updating equipment and asset data base.
  • Assist CSAS in resolution of warranty/SD warranty issues.
  • Responsible of BSNA North America branch district servicing over 100 accounts with various systems including: SD Warranty, UPG, Hitachi, Largo, AJAX, BAS RMA, 3rd Party Addison DOAS.

Collector 3

WELLS FARGO DEALER SERVICES
04.2014 - 04.2015
  • Collection on designated high-risk delinquent accounts, maintain good customer relations with barrowers and effectively solve problems in effects to resolve delinquency and prevent losses while adhering to company policies and procedures.
  • Demonstrate good customer service skills while initiating outbound calls and receiving inbound calls from customers.
  • Negotiate account resolution and accurately document actions within the collection systems, maintaining up to date customer information records.
  • Perform advanced loss prevention activities which support the impounding or repossession of vehicles.

Service Coordinator

LIFTECH EQUIPMENT
02.2006 - 04.2014
  • Supervised eleven technicians' daily performing repairs and maintenance service for forklift and construction equipment within customer base located Northeast region.
  • Also provided: scheduling, parts organization, quoting, meeting customer commitments, support sales, rental organization, job coding, verification of payroll, processing WIP, answering incoming calls - screening and transferring for proper handling, enter account and maintain MOF files through two independent software programs, all branch operation coverage as needed.

Education

Bookkeeping Certificate - Accounting Technology/Technician and Bookkeeping

Intuity Academy
12.2025

Computer Science, Accounting Certification and Telecommunications Certification

Hudson Valley Community College

Skills

  • Accounts Receivable (AR)
  • Customer Relationship Management (CRM)
  • Dispute Resolution
  • Dispatching
  • Customer Service
  • Customer Retention
  • Service-Level Agreements (SLA)
  • Negotiation
  • Team Leadership
  • Office Administration
  • Ongoing client support
  • Problem solving

Certification

  • Accounting Principals, Hudson Valley Community College, 05/01/92
  • Telecommunication Certification, Hudson Valley Community College, 05/01/98

Timeline

Service Coordinator

Stants Capital Combustion
11.2020 - 12.2024

Customer Service Agent

JOHNSON CONTROL
04.2015 - 11.2020

Collector 3

WELLS FARGO DEALER SERVICES
04.2014 - 04.2015

Service Coordinator

LIFTECH EQUIPMENT
02.2006 - 04.2014

Bookkeeping Certificate - Accounting Technology/Technician and Bookkeeping

Intuity Academy

Computer Science, Accounting Certification and Telecommunications Certification

Hudson Valley Community College

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