Regina Bugatti-Cook
Methuen,MA
Summary
20+ years of unwavering commitment to customer service with the ability to build productive relationships, resolve complex issues, and win customer loyalty. Self-directed, highly organized, and a strong attention to detail, in order to achieve top results within the given corporate framework and metrics for sales and collections. Excellent leadership and influencing skills, and the ability to motivate and inspire staff for the purpose of developing a team culture.
Overview
13
13
years of professional experience
Work History
Senior Collector
Bonterra Tech
08.2021 - 02.2024
- Engaged with customers to discuss overdue payments and professional assistance.
- Resolved payment discrepancies and addressed customer inqueries regarding billing, contracts, and collections.
- Executed collection strategies in line with Bonterra's policies and financial goals.
- Documented and tracked customer payment commitments and payment arrangements.
- Generated and analyzed collection reports to monitor performance against targets.
- Continued to keep aging revenue at/or below the industry average.
- Prepared daily deposits and processed $120M annually.
Customer Service Manager
Medford Auto Body & Repair
07.2020 - 07.2021
- Implemented process to oversee production of 40+ vehicles weekly with annual sales of $2M.
- Developed relationships with both insurance adjusters and appraisers, along with vehicle owners, in order to expedite repairs and payments.
- Managed accounts receivable and accounts payable.
- Received certificate for Massachusetts Auto Damage Appraiser 60-hour program.
Customer Service Lead Associate
Aramark Refreshments
01.2018 - 07.2020
- Provided excellent customer service in call center with objective of Aramark's "One Call Resolution".
- Resolved customer issues with orders, invoicing, billing, and customer complaints, to ensure consistent customer satisfaction and customer retention.
- Processed phone and electronic orders for all customers in CT, and major corporations in MA, including Fidelity, Salesforce, Meta, and JP Morgan with monthly sales goal of $8M.
- Managed Case Queue in Salesforce for sales orders, service requests and prepared ship route for processing.
- Collaborated with sales team in order to effectively build relationships with customers to increase sales and revenue.
- Invoiced major corporations for their weekly billing.
Sales Manager & Sales Coordinator
Macy's & Clinique
12.2010 - 12.2018
- Consistently met or exceeded all monthly, quarterly, and yearly sales goals of $1M.
- Executed Macy's and Vendor Brand marketing events calendar, and added in additional events, to promote sales, build relationships with clients, and exceed corporate customer service rating.
- Coached and developed team members in order to maintain the highest standard of service and sales.
Senior Tax Associate
Family Tax Associates / H & R Block
10.2011 - 10.2015
- Served 400 existing and walk-in clients to analyze tax documents, determine deductions, and prepare both federal and state tax returns.
- Upsold tax services where appropriate.
- Processed payroll, electronic tax deposits, and employee pay adjustments for small business owners.
- Continually researched applicable tax and payroll information to improve knowledge and better serve clients.
- Helped facilitate and assist at yearly trade shows with Marketing Managers to promote sales and revenue.
Education
Coursework in Business Management & Psychology -
Plymouth State College
Plymouth, NHSkills
Customer Relations
Strong Communication Skills
People Leadership
Debt Negotiations
Processing Payments & Managing Accounts Receivable
Proficient in Excel, Sage Intacct, NetSuite, Salesforce
Certification
Timeline
Senior Collector
Bonterra Tech
08.2021 - 02.2024
Customer Service Manager
Medford Auto Body & Repair
07.2020 - 07.2021
Customer Service Lead Associate
Aramark Refreshments
01.2018 - 07.2020
Senior Tax Associate
Family Tax Associates / H & R Block
10.2011 - 10.2015
Sales Manager & Sales Coordinator
Macy's & Clinique
12.2010 - 12.2018
Coursework in Business Management & Psychology -
Plymouth State College
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