Summary
Overview
Work History
Education
Skills
Qualifications Summary
Timeline
Generic

MATTHEW RENE HERRERA

Glendale,Arizona

Summary

Driven and meticulous professional with a proven track record at Progressive Leasing, adept in Microsoft Excel and problem-solving. Excelled in reducing billing errors and resolving complex customer inquiries, demonstrating exceptional organizational skills and attention to detail. Achieved significant improvements in system accuracy and customer satisfaction. Proficient in Word, Outlook, Excel and ServiceNow. Experienced in utilizing Tanc, Support.Me, Vpay, Decision Logic, PeopleHub, Oracle, Okta, Fastdata to obtain customer account information. Capable of learning new tasks/skills quickly. Can work independently or in teams.

Overview

9
9
years of professional experience

Work History

Service Desk Intern/Merchant Support

PROGRESSIVE LEASING
09.2023 - Current
  • Utilize company systems to obtain customer account information to resolve simple to complex inquiries, provide technical assistance and update accounts
  • Respond to inbound/external calls, escalated requests/complaints, timely and accurately, demonstrate empathy, professionalism, and respect
  • Coordinate payment arrangements: Utilize Cross-functional assistance to investigate and resolve matters
  • Log/Record detailed information about customer support interactions by inputting information into ServiceNow, Tanc, Support.Me, Vpay, DecisionLogic accurately
  • Research, identify, analyze and hardware, software, and network issues
  • Configure and test new hardware/software to setup workstations for employees prior to deployment; Monitor system performance to identify potential issues
  • Utilize Excel for tracking a variety of case inquiries and issues and provide weekly reports to management to identify missing orders to resolve and recover company funds
  • Create user accounts and assign permissions using ServiceNow
  • Knowledge of Slack

Merchant Support

PROGRESSIVE LEASING
11.2020 - 09.2023
  • Utilize company systems to obtain customer account information to resolve simple to complex inquiries, provide customer assistance and update accounts
  • Respond to inbound/external calls, escalated requests/complaints, timely and accurately, demonstrate empathy, professionalism, and respect
  • Coordinate payment arrangements: Utilize Cross-functional assistance to investigate and resolve matters
  • Log/Record information about customer support interactions by inputting information into ServiceNow, Tanc, Support.Me, Vpay, DecisionLogic and Excel accurately

CPA Late Stage Bi-lingual/Billing

PROGRESSIVE LEASING
10.2019 - 11.2020
  • Responded to requests received through multiple ticketing systems. Created customized invoices based on customer requests utilizing excel.
  • Researched and resolved invoicing disputes and processed manual billing adjustments. Reconciled and applied customer payments posted on delinquent accounts; negotiated payment arrangements/settlements
  • Collaborated with the internal team to identify and resolve billing-related issues
  • Documented collections accurately on actions taken utilizing Excel and submitted weekly reports to management
  • Reviewed monthly reports for accuracy and regulatory compliance.

Medical Collection Billing Specialist

REVSOLVE
01.2016 - 10.2019


  • Responded timely to billing requests, calls/emails from patients, third-party carriers, other departments
  • Processed, corrected and issued credit memos to medical invoices using complex multiple payer charge codes; Reconciled and applied customer payments posted on delinquent accounts; negotiated payment arrangements/settlements
  • Researched billing errors, discrepancies, misapplied payments to process receivable adjustments as needed;
  • Documented collections accurately on actions taken utilizing Excel
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Worked with multiple departments to check proper billing information.
  • Reduced errors in financial records by conducting monthly excel reports of billed accounts.

Education

General Studies -

Glendale Community College
Glendale, AZ
10.2013

Skills

  • Problem-Solving
  • Microsoft Excel, Word knowledge
  • Attention to Detail
  • Organizational Skills

Qualifications Summary

Bilingual (Spanish) professional with exceptional customer service, organization, written and oral communication skills. Experienced in providing administrative and technical customer support to large and small teams for 10 years. Proficient in multiple software applications. 

Timeline

Service Desk Intern/Merchant Support

PROGRESSIVE LEASING
09.2023 - Current

Merchant Support

PROGRESSIVE LEASING
11.2020 - 09.2023

CPA Late Stage Bi-lingual/Billing

PROGRESSIVE LEASING
10.2019 - 11.2020

Medical Collection Billing Specialist

REVSOLVE
01.2016 - 10.2019

General Studies -

Glendale Community College

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