Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sovay Heng

West Valley City,Utah

Summary

I have over 24 years of professional experience with billing related positions. Working with internal and external customers. I am a self-starter and a team player. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking and reliable, organized, proactive and punctual with team-oriented mentality. I am eager and able to learn new skills and new systems to perform daily task.

Overview

23
23
years of professional experience

Work History

Investor Reporting Analyst

Select Portfolio Servicing
Salt Lake City, UT
09.2021 - Current
  • Collect loan activity from various sources into a summary and generate remittance reports for deals assigned to me
  • Reconcile custodial bank accounts and loan activity within specified timeframe
  • Respond to external investor queries
  • Work closely within my team and teams outside my department to complete monthly tasks.
  • Reviewed and analyzed financial data to ensure accuracy of investor reports.
  • Assessed requisitions each month to ensure accuracy and reconciled transactions.
  • Reconciled fund data between various systems used by investors and company records.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Maintained schedule of class assignments to meet deadlines.

Cashiering

Select Portfolio Servicing
08.2020 - 09.2021
  • Completing multiple ACH related reports that are to be completed daily
  • Researching tasks related to prior pay history
  • Quality check ACH reports and Return Check Process.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Identified professional development opportunities and delivered comprehensive, standardized and hands-on training to new staff.
  • Maintained accounting ledgers by verifying and posting account transactions.
  • Input payment history and other financial data to keep customer accounts up-to-date in system.
  • Processed and sent invoices, adjustments and credit memos to customers.
  • Maintained accurate records of collections, adjustments and denials in the system.
  • Expedited payments by verifying accuracy and currency of vendor information.
  • Provided support to other departments within the organization as needed.
  • Processed credit card transactions through Point-of-Sale terminals or online systems.
  • Gathered information to produce accounts payable reports for review.
  • Eliminated inaccuracies in accounts payable payments by verifying information prior to generating checks and electronic payment transfers.
  • Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
  • Worked with team members and leadership to identify and develop process improvements.
  • Completed billing audits in identified timeframes to report and investigate findings.
  • Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
  • Answered customer inquiries regarding billings, payments, account status.

Corporate Quality

UPS
Salt Lake City, UT
01.2008 - 01.2020
  • Started in the Billing Department, handling inquiries regarding billing process, educating customers, applying payments, and making necessary billing adjustments
  • Transitioned to the Internal Back Office Group, handling inquiries via e-mail from both external and internal customers
  • Assisted Sales Force Group with billing adjustments and provided information regarding internal process
  • Promoted to Corporate Quality Group, monitoring calls for accuracy, providing feedback, and preparing calibration calls for reviews
  • Reviewed messages and concerns to ensure compliance with guidelines and process.
  • Input payment history and other financial data to keep customer accounts up-to-date in system.
  • Processed and sent invoices, adjustments and credit memos to customers.
  • Maintained accurate records of collections, adjustments and denials in the system.
  • Computed credit terms, discounts and shipment charges for goods or services to complete billing documents.
  • Provided support to other departments within the organization as needed.
  • Processed credit card transactions through Point-of-Sale terminals or online systems.
  • Eliminated inaccuracies in accounts payable payments by verifying information prior to generating checks and electronic payment transfers.
  • Reviewed purchase orders, sales tickets and charge slips to compute fees or charges due.
  • Weighed envelopes containing statements to determine correct postage and affix postage.
  • Answered customer questions to maintain high satisfaction levels.
  • Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
  • Resolved discrepancies between customers' remittances and invoices received.
  • Input statement information, reconciled accounts and resolved discrepancies.
  • Answered customer inquiries regarding billings, payments, account status.
  • Investigated and resolved issues to maintain billing accuracy.
  • Completed day-to-day duties accurately and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Account Executive

Discover Financial Services
Salt Lake City, UT
01.2001 - 01.2008
  • Handled outbound and inbound calls, providing financial related services to retain customers
  • Became an Account Executive, assisting customers with financial questions and offering beneficial services
  • Moved to New Accounts Department, reviewing credit reports to determine credit eligibility for credit and services.
  • Increased profitability and revenue by generating sales.
  • Increased profitability within accounts by cross-selling additional products.
  • Listened to customer needs to identify and recommend best products and services.
  • Provided timely customer service support to resolve any issues quickly and efficiently.
  • Recognized security risks to properly handle situations.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Resolved customer complaints by offering creative solutions and incentives.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Education

Skills

  • General knowledge of Word, Excel, SQL, Access, Pivot Tables
  • Comfortable learning new programs related to perform job functions
  • Excellent in communication skills with focus on team-building and customer relations Outstanding organizational, multitasking and problem solving
  • Microsoft Excel
  • Quality Evaluation
  • Analytical Thinking
  • Salesforce CRM
  • Problem-Solving
  • Statement Review
  • Accounting Principles

Timeline

Investor Reporting Analyst

Select Portfolio Servicing
09.2021 - Current

Cashiering

Select Portfolio Servicing
08.2020 - 09.2021

Corporate Quality

UPS
01.2008 - 01.2020

Account Executive

Discover Financial Services
01.2001 - 01.2008

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Sovay Heng