Nina Kerr
Atlanta,GA
Summary
Goal-oriented, professional, and result-driven customer care professional with over 25 years of experience in customer service and leadership. Skilled in managing, developing, and coaching winning teams that prioritize quality and productivity. Committed to providing exceptional customer service and building productive relationships. Possesses active listening skills and a diplomatic approach, consistently achieving win-win outcomes that foster customer loyalty. Proficient in using Microsoft Office Suite, CRM, and Siebel. Exceptional verbal, written, and interpersonal communication skills. Effectively interfaces with staff and management at all levels. Known for extensive leadership and team-building strengths, consistently generating optimum productivity and performance. Dedicated to continuous development.
Overview
29
29
years of professional experience
Work History
A/R Administrator
Scientific Research Corporation
01.2023 - 06.2024
- Performs activities related to Billing and Cash Collection functions
- Responsible for sales invoice generation through cash collection including sales invoice preparation, review, release for posting, customer collection coordination, and cash receipt posting
- Sales invoice generation, preparation, review, and release for posting via NAV
- Resolution of customer billing issues
- Placement of collection calls to customers
- Posting of cash receipts to Accounts Receivable
- Submit 15 to 30 monthly invoices for payment via WAFA, CACI, Booz Allen, and direct email
- Monitor customer ledgers
- Assist with contract closeout process including final invoice preparation
- Works with Financial Analyst, Program Manager/Admins, and other corporate service departments to ensure customer billings and customer relations are properly maintained
Account Receivable Specialist
Hyundai Construction Equipment Americas
09.2022 - 12.2022
- Collecting then applying customer payments and reviewing dealer accounts
- Support sales teams by providing information regarding various accounts' statuses
- Adjust/reconcile dealer accounts and apply credit/debit memos per dealer requests
- Contact dealers to resolve payment issues regarding ARs, and payment
- Contact Dealers on Past Due amounts, prior to releasing additional machines/trucks
- Cross-reference/enter data of account receivables of checks and wires
- Provide collection support for past due amounts from Dealers
- Review and confirm payment terms, and special terms, on sales orders
- Review monthly invoices from financial institutions for HCEA floor plan subsidy financing and prepare vouchers for payment
- Work with Sales Departments to resolve credit issues, in order to complete sales requests
- Work with the Accounting Department to resolve internal credits/debits, and audit issues
- Supported month-end closing activities by reconciling accounts, preparing reports, and analyzing trends in account performance.
- Managed 30-50 accounts on monthly basis to assess aging and pursue collection of funds.
- Optimized revenue recovery efforts by utilizing negotiation skills in resolving complex issues related to past due invoices or disputed charges.
- Managed and responded to correspondence and inquiries from customers and vendors.
Accounts Receivable/Customer Service Representative
EMC Security
06.2018 - 09.2022
- Serves as the main point of contact for customer inquiries and complaints in order to provide best-in-class service by working with organization's applicable programs, managers, and staff to obtain the best resolution possible for the customer
- Takes pride in being a positive forward-thinking individual who can deal with customers in a professional and courteous manner
- A self-motivated organized individual who can make independent decisions, solve problems, and analyze situations for accurate assessment and work well with all staff members
- Demonstrates advanced communication skills (written and verbal) and professionalism when communicating with customers and others
- Maintain KPI's while working in a virtual environment within a secured home office
- Establish customer relationships and follow up with customers, as needed to provide resolution to ensure quality control, satisfaction, and retention of customers
- Managed over 500 customer accounts via calls, emails, and letters monthly to resolve outstanding balances
- Enter and review data for internal reporting
- Work with other organizational departments to resolve billing issues/disputes
- Use reporting data to develop and/or assist with the development of goals and recommended changes that will assist in meeting goals
- Process bad debt and submit it to a collections agency
- Process customer credit card payments via phone, mail, and computer
- Ensure proper billing adjustments and corrections are performed in a timely manner
- Conduct proper research and resolution for billing errors and disputes
Team Manager/Collection & Loss Prevention
First Investors
02.2013 - 01.2018
- Handled a high volume of inbound and outbound calls using an automated collections system and/or autodialer
- Assisted customers with routine billing inquiries and payment arrangements, while utilizing various skip tracing tools and recommending repossession of uncollectible accounts
- Met daily, weekly, and monthly production goals (Calls and dollars collected) while displaying in-depth knowledge of the Fair Debt Collection Practices Act
- The Team Lead in creating work procedures for organizational goals of providing excellent customer service
- Managed and coach the activities of team members engaged in the collection of delinquent payments for auto loan accounts by ensuring employees use appropriate and effective collection strategies to recover revenue
- Determined employees' work assignments, procedures, and prepared work schedules while managing and expediting their workflow
- Reviewed and assigned accounts being referred for repossession and legal actions
- Educate customers about available programs and loans he/she may qualify for if assistance is needed
- Resolved 1-180-day delinquent accounts through strong negotiation skills
- Monitored employee calls and provided feedback for both compliance and performance improvements
- Performed administrative functions such as performance reviews and action plans to aid with the growth and development of the employee and the team
Retention Agent/Team Lead/Relieving Manager
AT&T
02.1995 - 06.2012
- Dedicated to building a loyal customer base by creating long-term relationships and keeping the customer's needs first
- Managed 60-80 incoming calls, emails, and chat replies daily from customers
- Proactively follow detailed coaching models to meet and exceed daily, weekly, and monthly objectives while increasing organization revenue
- Resolve billing issues, credit adjustments, and cancellation requests with the primary focus being retention and an extraordinary customer experience
- Promoted to Team Lead then to Team Manager
- Develop coaching action plans highlighting selling techniques to improve productivity and exceed organizational goals
- Made solid recommendations to residential and small business customers on products and services
- Handled all aspects of each sale including completion of contracts, processing payments, and filing all completed documentation
- Maintain knowledge of competitive incentives, to position benefits of products in an evolving competitive market and provided feedback to management
- Gathered and provided information on product knowledge, accessories, service features, and retention offers
Education
Certificate - Graphic Design
Bryan University
Tempe, AZ11.2024
Business Management
UNIVERSITY OF AKRON
Akron, OH08.1992
High School -
JOHN F. KENNEDY HIGH SCHOOL
Cleveland, OH08.1990
Skills
- Project Management
- Complaint Resolution
- Problem Solving
- Customer Satisfaction
- Order Fulfillment
- Report generation
- Multitasking
- Self-Starter
- Overcoming Objection
- Team Building
- Verbal, Written & Interpersonal Skills
- Negotiation
- Loss Prevention
- CRM Software
- Team Management
- Accounts receivable
- Communication skills
- Organizational skills
- Customer service
- Sales
- SAP
- Account reconciliation
- Training & development
- Pivot tables
- Root cause analysis
- Microsoft Word
- Data entry
- Microsoft Excel
- Phone etiquette
- Social media management
- QuickBooks
- Customer relationship management
- Sales support
- Quality assurance
- Time management
- Upselling
- Contracts
- Conflict management
Assessments
- Customer focus & orientation, Proficient, 08/22
- Social media, Proficient, 08/22
- Work style: Reliability, Proficient, 02/24
- Attention to detail, Proficient, 06/22
- Technical support, Proficient, 02/24
- Management & leadership skills: Impact & influence, Proficient, 08/22
- Principles of accounting, Proficient, 08/22
- Work style: Reliability, Proficient, 12/22
- Spreadsheets with Microsoft Excel, Proficient, 02/24
Timeline
A/R Administrator
Scientific Research Corporation
01.2023 - 06.2024
Account Receivable Specialist
Hyundai Construction Equipment Americas
09.2022 - 12.2022
Accounts Receivable/Customer Service Representative
EMC Security
06.2018 - 09.2022
Team Manager/Collection & Loss Prevention
First Investors
02.2013 - 01.2018
Retention Agent/Team Lead/Relieving Manager
AT&T
02.1995 - 06.2012
Certificate - Graphic Design
Bryan University
Business Management
UNIVERSITY OF AKRON
High School -
JOHN F. KENNEDY HIGH SCHOOL
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