Rita Hani
Longwood,FL
Summary
Detail-oriented Accounts Receivable and Credit Control professional with 12+ years of experience in customer service, collections, and financial account management. Skilled in payment allocation, account reconciliation, investigating payment discrepancies, resolving outstanding balances, processing refunds and reversals, and managing complex account inquiries. Experienced in collaborating with cross-functional teams to resolve financial issues, improve workflows, and maintain accurate account records in a high-volume environment. Proficient in Microsoft Excel, including PivotTables and VLOOKUP, with strong analytical, organizational, and problem-solving skills. Fluent in English, Arabic, and French.
Overview
13
13
years of professional experience
Work History
Credit Controller
Booking.com
Orlando, Florida
01.2022 - Current
- Manage complex accounts receivable exceptions, including payment postings, unlinked or misallocated payments, direct debit registrations, payment reversals, refunds, and account balance investigations.
- Investigate financial discrepancies, review supporting evidence, and determine accurate resolutions to ensure account accuracy.
- Create and manage Jira requests for Finance Operations and partner teams, providing clear case context, relevant documentation, and actionable next steps.
- Collaborate with Finance Operations, Credit Control, Extranet, and cross-functional stakeholders to resolve dependencies, remove blockers, and drive issues through resolution.
- Serve as the Canada Market Subject Matter Expert, Credit Control Operations and Collections Subject Matter Expert, and Accounts Receivable Superuser, providing process guidance, escalation support, training, and knowledge sharing.
- Resolve billing, payment allocation, and invoice disputes in collaboration with internal teams and Accounts Receivable stakeholders.
- Communicate effectively with internal departments and external partners to investigate account issues, track resolutions, and manage complex escalations, including bankruptcy cases and payment history reviews.
- Support process improvement initiatives by promoting automated payment methods, including Direct Debit, and identifying opportunities to optimize collection workflows.
Customer Service Partner and Guest Agent
Booking.com USA
Orlando, Florida
03.2014 - 12.2021
- Held Customer Service Partner Specialist and Customer Service Guest Specialist roles, including a period of concurrently supporting both functions.
- Managed high volumes of partner and customer inquiries, investigated complex issues, and coordinated with internal teams to ensure timely and effective resolution.
- Developed strong expertise in Booking.com systems, partner support workflows, operational procedures, and accurate case documentation.
- Identified recurring issues and process gaps, contributing to improved guidance, smoother cross-functional handoffs, and more consistent case resolution.
- Demonstrated strong problem-solving, prioritization, and communication skills while managing competing demands and maintaining accuracy and high service standards.
Education
Bachelors of science (BS) - Speech and language Pathology
Saint Joseph University
Beirut, Lebanon07-2009
Skills
CORE SKILLS
- Accounts Receivable, Collections & Dispute Resolution
- Payment Allocation, Reconciliation & Account Investigations
- Outstanding Balance Management & Financial Accuracy
- Root-Cause Analysis, Problem-Solving & Issue Resolution
- Process Improvement & Workflow Optimization
- Escalation Management & Issue Ownership
- Cross-Functional Collaboration & Stakeholder Communication
- Account Management & Relationship Building
- Data Validation & Attention to Detail
- Prioritization, Risk Assessment & Time Management
- Training, Knowledge Sharing & Operational Support
SOFTWARE SKILLS
Microsoft Excel (PivotTables, VLOOKUP) Microsoft PowerPoint Microsoft Word Bookingcom Extranet Internal Accounts Receivable Systems
Performance Highlights
- Manager feedback recognized exceeding-expectations performance, problem-solving, strategic thinking, ownership, adaptability, professionalism, composure in high-pressure situations, and contributions beyond formal responsibilities.
- Known for combining immediate problem-solving with a broader view of root cause, stakeholder impact, risk, dependencies, and prevention of repeat issues.
- Maintained quality and ownership while adapting to changing worklists, organizational restructuring, and shifting operational priorities.
Timeline
Credit Controller
Booking.com
01.2022 - Current
Customer Service Partner and Guest Agent
Booking.com USA
03.2014 - 12.2021
Bachelors of science (BS) - Speech and language Pathology
Saint Joseph University