Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marylou Patino

Houston,TX

Summary

Dynamic Customer Service Manager with a proven track record at NuSmile, excelling in complaint resolution and relationship building. Skilled in Microsoft Excel and effective workflow management, I successfully reduced customer complaints and enhanced team morale through targeted training and recognition programs, ensuring exceptional service delivery and client satisfaction.

Overview

17
17
years of professional experience

Work History

Accounts Receivable and Billing Clerk

NuSmile
12.2003 - 04.2021
  • Assisted with account setup, ensuring all necessary information was collected and inputted correctly to facilitate accurate invoicing and payment processing.
  • Delivered high-quality work under tight deadlines while maintaining attention to detail resulting in increased productivity.
  • Collaborated with sales teams on contract reviews ensuring that all invoicing terms and conditions were accurately reflected in client agreements.
  • Reduced billing errors by accurately reviewing invoices and promptly addressing discrepancies.
  • Improved customer satisfaction through timely resolution of billing inquiries and disputes.
  • Enhanced cash flow by efficiently processing and managing accounts receivable.
  • Enhanced decision-making capabilities within the organization by producing comprehensive analyses of overdue accounts for management review.
  • Contributed to the resolution of delinquent accounts by working closely with the collections team, providing necessary documentation, and participating in negotiations as needed.
  • Facilitated timely payments from clients by maintaining clear communication and providing necessary documentation.
  • Expedited month-end closing activities by efficiently completing assigned tasks related to account reconciliation, adjustments, and write-offs as necessary.
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Followed up overdue payments and payment plans from clients to establish good cash flow.
  • Submitted cash and check deposits and generated cash receipts to record money received..
  • Monitored outstanding invoices and performed collections duties.
  • Responded to customer concerns and questions on daily basis.
  • Kept vendor files accurate and up-to-date to expedite payment processing.
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
  • Maintained accurate records of customer payments.
  • Collaborated with customers to resolve disputes.
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
  • Created improved filing system to maintain secure client data.
  • Encoded and canceled checks using bank machines.

Customer Service Manager

NuSmile
12.2003 - 04.2021
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Created and reviewed invoices to confirm accuracy.
  • Reduced customer complaints by proactively identifying and addressing common issues.
  • Improved team morale by establishing recognition program for exceptional customer service.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Education

General Education -

Victoria High School
Victoria, TX

Skills

  • Microsoft outlook, word, and Excel
  • Effective workflow management
  • Exceptional telephone etiquette
  • Meticulous attention to detail
  • Administrative support
  • Work prioritization

Timeline

Accounts Receivable and Billing Clerk

NuSmile
12.2003 - 04.2021

Customer Service Manager

NuSmile
12.2003 - 04.2021

General Education -

Victoria High School

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