Reina Esparza
Riverside,CA
Summary
Aiming for a professional career to apply knowledge and experience, while pursuing growth and advancement opportunities. Enthusiastic about acquiring new skills and expertise in a dynamic work environment. Ready to demonstrate leadership abilities, collaborative nature, and autonomous work capability.
Overview
17
17
years of professional experience
Work History
Accounts Payable Supervisor
Monster Energy Company
04.2023 - 04.2024
- Manage, lead, and coach the accounts payable staff team
- Review emails daily for any rush payments request from other departments
- Attend weekly AP management meetings
- Attend weekly vendor meetings
- Monthly one on one meetings with staff
- Understand processes/requirements for making payments
- Perform month end closing procedures
- Interviewing and hiring staff
- Yearly Performance reviews of staff
- Audit Freight Invoices and post in system
- Create Payment proposals for weekly payments
- Run weekly open invoices reports
- Prepare monthly journal entries uploads
- Audit and confirm Vendor Master for staff
- Special projects and other duties as assigned by AP manager
- Resolve invoice discrepancy issues with vendor, Transportation, Customer Service, Inventory, and Purchasing
- Processing domestic and international wire/electronic payments on the banking websites
International Customer Operations Representative
Monster Energy Company
11.2022 - 04.2023
- Providing day to day support to Customer's inquiries on product availability, ETA requests and overall responsibility for communicating effectively to Customer's and facilitating continual communication directly to the Customers
- Ability to answer a high number of emails and manage daily workload
- Working with a team of CSR's as well as with individuals within Operations, including Planning, Logistics Team, Billing, Sales, and Inventory Control
- Communication and heavy interaction with Warehouses and Carriers to ensure communication is flowing to the appropriate parties
- Responsible for escalating trends that negatively impact the Customer directly to CS Manager
- Pertaining but not limited to carriers, co-packers and to assist in facilitating resolution/solution
- Other duties as assigned by Customer Service Manager
- Research, gather and organize information thoroughly
- Meetings with Sales, Supply Chain, Customers, and other departments as needed
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Participated in regular team meetings to share best practices for enhancing customer service skills.
- Partnered with other departments for seamless issue resolution, fostering a collaborative work environment focused on client satisfaction.
- Conducted thorough research to provide accurate information and solutions tailored to individual customers'' situations.
- Negotiated positive outcomes for both the company and customers during disputes while adhering to company policies and guidelines.
- Analyzed performance metrics regularly to identify areas needing improvement and implement strategic changes accordingly.
- Managed high call volume for efficient and effective resolution, resulting in excellent customer feedback.
- Provided exceptional support by troubleshooting technical issues, leading to increased customer retention rates.
- Utilized CRM systems to update and manage customer information, enabling personalized service experiences for clients.
- Assisted customers with product inquiries, guiding them towards informed purchasing decisions that met their needs.
- Consistently met or exceeded performance targets related to call time management, issue resolution success rate, and customer satisfaction scores.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Transformed strategy into standard practice with measurable KPIs.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Collaborated with sales teams to identify upselling opportunities, contributing to company revenue growth.
- Established lasting relationships with clients by consistently providing attentive support that exceeded expectations.
- Piloted new procedures for handling specific types of requests or complaints, streamlining workflow and reducing response times.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Billing Department Manager
Monster Energy LLC
09.2016 - 08.2021
- Ensured accuracy in reconciling billing and sales data at month's end.
- Demonstrated strong self-motivation in high-pressure situations.
- Review department journal entries and prepare, as needed
- Executed and monitored month-end billing procedures according to corporate revenue guidelines.
- Prioritizing work, setting deadlines, ensuring individual and department goals are met
- Performed under pressure, prioritized accordingly
- Provide support & customer service to Boilermakers, Sales Managers, Directors, Accountants, VP's and various cross functional teams throughout the organization
- Ensure that all procedural documents are up to date and maintained
- Ensure that all tax invoices have been transmitted timely and according to company guidelines
- Work cross functionally with Customer Service, Inventory, Accounts Receivable and Finance for issue resolution and cohesiveness of processes and to meet closing deadlines
- Perform testing for billing module for new functionality and/or process improvements, as needed, SAP invoices, Tax invoices, Credits, Debits, Reports
- Streamline billing processes (assess development opportunities, implement solutions, and monitor for successful results) Conduct periodic assessment of department personnel needs, conduct interviews, and hire billing staff, as needed
- Provide mentoring, training & support to billing staff
- Internal Audit SOX scripts review on yearly basis and assist with updating as needed, assisted external auditors yearly
- Other Projects as assigned or as needed by AR Department Director
Billing Department Supervisor
Monster Energy Company
05.2011 - 09.2016
- Monitor the billing process to ensure that all billings and returns for the month are completed according to company revenue recognition policies
- Perform month end closing procedures on AR cycle for US, Canada, Latin America, Asia Pacific and submit for review and approval in SAP
- Check that all open orders were moved to corresponding shipment month in both Open order Report (BI/BW) and SAP
- Review and update of invoices to assist Billing Lead as needed or time permitted
- Manage collection of billing of ladings and monitor, that all shipment BOL's were being submitted in a timely manner
- Supervising and training the Billing department employees
- Resolve issues on orders with Inventory Control, Customer Service, and another department as needed
- Identify and implement efficiencies and improvements in billing processes
Billing Department Lead
Monster Energy Company
01.2009 - 05.2011
- Review and update invoices, credit memos and debit memos in MAS/SAP
- Review and update tax invoices, as needed
- Research and respond to inquiries from internal employees and customers, as needed
- Create and update A/R departmental reports in MAS200/SAP
- Review open orders in BI/BW to verify that all shipped orders were invoiced
- Assist Billing Manager and Supervisor with special projects and research, as needed
- Additional duties assigned, as needed
Billing Clerk
Monster Energy Company
06.2007 - 01.2009
- Review orders and comparing to Bill of Ladings, purchase orders and sales orders
- For discrepancies, we also reviewed (Qty, material #'s, description, pricing, Incoterms, PGI's dates, currency, revised PO's, back up documentation, sold-to, ship addresses and any exception a customer might have)
- Once an issue is found it is forwarded to designate billing clerk to address with corresponding department
- If order didn't have any issues, billing process was completed; a batch was created and forward to Billing Department Lead for review
- Did daily filing of sales orders and Invoices once they were approved and process was done with paper packets
- Additional duties assigned, as needed
Education
Certificate - General Office & Accounting Skills
Estancia High School
Costa Mesa, CAPrincipals of Accounting, Accounting 101
Santa Ana College
Santa Ana, CASkills
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- MAS200
- SAP software
- AS400
- BI/BW system
- Leadership
- Supervisory
- Management
- Good written and communication skills
- Team player
- Willing to learn new things
- Easily adapt to change
- Works well under pressure
Goals
To employ my knowledge and experience with the intention of securing a professional career with opportunity for challenges and career advancement, while gaining knowledge of new skills and expertise. Looking for an opportunity to demonstrate my Leadership, team player skills, as well as my skills to work independently.
Languages
Spanish
Native or Bilingual
Timeline
Accounts Payable Supervisor
Monster Energy Company
04.2023 - 04.2024
International Customer Operations Representative
Monster Energy Company
11.2022 - 04.2023
Billing Department Manager
Monster Energy LLC
09.2016 - 08.2021
Billing Department Supervisor
Monster Energy Company
05.2011 - 09.2016
Billing Department Lead
Monster Energy Company
01.2009 - 05.2011
Billing Clerk
Monster Energy Company
06.2007 - 01.2009
Certificate - General Office & Accounting Skills
Estancia High School
Principals of Accounting, Accounting 101
Santa Ana College
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