Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Poulin

Coventry,RI

Summary

Dynamic Deductions Specialist with a proven track record at Teknor Apex, enhancing customer satisfaction through expert problem-solving and analytical thinking. Skilled in documentation management and team collaboration, I successfully boosted recovery rates for invalid deductions while maintaining compliance and delivering exceptional service. Committed to continuous improvement and client retention. Experienced with specialized task execution and strategic implementation. Utilizes effective problem-solving techniques to enhance operational processes. Track record of fostering team collaboration and ensuring project success.

Overview

22
22
years of professional experience

Work History

Deductions Specialist

Teknor Apex
09.2014 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Acted as a liaison between the company and external clients, ensuring all communication regarding deduction disputes was clear, concise, and professional.
  • Streamlined the deduction resolution process through regular collaboration with sales, finance, and customer service departments.
  • Maintained a high level of accuracy in data entry and record-keeping, ensuring all information was up-to-date and easily accessible for analysis.
  • Boosted recovery rates for invalid deductions with consistent follow-up on open cases and negotiation with customers.
  • Continually sought opportunities for personal growth and development in the field of deductions investigation through attending industry conferences, workshops, and webinars.
  • Proactively identified patterns or trends indicating possible fraud or abuse within client accounts during investigations, reporting findings accordingly to prevent further losses.
  • Developed comprehensive reports for management detailing trends in deductions, potential areas of concern, and recommendations for improvement.
  • Reduced errors in deductions processing by implementing efficient investigation strategies and thorough documentation.
  • Ensured compliance with all applicable regulations regarding credit memos, write-offs, and adjustments throughout the course of investigating deductions.
  • Provided support to other departments as needed during periods of high volume or special projects, demonstrating adaptability and teamwork.
  • Provided excellent customer service while handling disputes, resulting in increased satisfaction levels among clients.
  • Enhanced company revenue by identifying and correcting invalid customer deductions.

Collections Account Manager

Pet Food Experts
04.2008 - 08.2014
  • Collaborated with sales and customer service teams to identify potential issues early on, preventing further escalation of delinquent accounts.
  • Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
  • Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
  • Conducted credit reviews for current clients to determine appropriate risk levels and adjust credit limits as necessary.
  • Increased recovery rates by conducting thorough investigations into debtor circumstances and tailoring collection approaches accordingly.
  • Trained new team members in company policies, procedures, and best practices for successful collections management.
  • Developed comprehensive knowledge of relevant regulations and industry best practices to ensure compliance in all collection activities.
  • Reduced overdue accounts by implementing strategic collection techniques and maintaining consistent communication with clients.
  • Streamlined collection processes for increased efficiency, resulting in a higher success rate of collecting outstanding debts.
  • Managed account portfolio effectively, ensuring accurate record-keeping and timely follow-ups on outstanding balances.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Investigated customer credit references and approved credit lines.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.

Account Manager

Sovereign Bank
01.2003 - 04.2008
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Education

High School Diploma -

Cranston West High Schol
Cranston, RI
06-1995

Skills

  • Customer relations
  • Expert problem solving
  • Analytical thinking
  • Documentation management
  • Proficient in Excel, Word and Outlook
  • Root-cause analysis
  • Team collaboration
  • Teamwork and collaboration
  • Self motivation
  • Time management
  • Attention to detail
  • Organizational skills

Timeline

Deductions Specialist

Teknor Apex
09.2014 - Current

Collections Account Manager

Pet Food Experts
04.2008 - 08.2014

Account Manager

Sovereign Bank
01.2003 - 04.2008

High School Diploma -

Cranston West High Schol

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Melissa Poulin