Summary
Overview
Work History
Education
Skills
Timeline
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Stacey Orgain

Nashville,TN

Summary

Results-driven Senior Dispute Resolution Specialist with over 4 years of experience managing high-volume AR portfolios and resolving complex billing disputes. Proven expertise in identifying root causes, negotiating solutions, and driving timely resolutions to minimize aging and improve cash flow. Adept at collaborating with cross-functional teams, ensuring compliance with corporate policies and delivering excellent customer service. Strong analytical, communication, and problem-solving skills, with a focus on continuous process improvement

Overview

12
12
years of professional experience

Work History

Dispute Resolution Specialist

Philips Healthcare
11.2021 - Current
  • Researched and resolved customer deductions and credits in the consumer product industry
  • Investigated claims related to shortages, late shipments, defective parts, and pricing discrepancies, ensuring accurate and timely responses
  • Collaborated with AR, customer service, order management, and sales teams to resolve disputes and substantiate claims with proper documentation
  • Researched and resolved payment and invoice discrepancies, ensuring accurate reconciliation
  • Provided support for internal and external audits and prepared monthly reports for upper management
  • Tracked and documented dispute resolution activities using Defect Management Board (DMB) for performance monitoring
  • Conducted AR credit/debit offsets and reconciled purchase orders with direct customer orders
  • Coordinated with sales and support teams to collect documentation for PO reconciliation, including invoices, credits, and signed change orders
  • Resolved disputes by expertly analyzing cases and implementing effective negotiation strategies.

Order Fulfillment Specialist

Philips Healthcare
11.2018 - 03.2021
  • Enforced compliance of purchase orders with business policies, controls, and contractual agreements, meeting strict turnaround deadlines
  • Executed and managed orders in SAP, ensuring accurate configuration, sales quota alignment, and data integrity
  • Audited and processed quotes, POs, change orders, credits, and debits for accuracy and policy adherence
  • Resolved booking discrepancies by partnering with account managers, ensuring prompt issue resolution and on-time deliveries
  • Reduced backlog through proactive monitoring and streamlined communication with key stakeholders
  • Delivered high-quality support by managing customer inquiries with ownership and timely follow-through
  • Coordinated the end-to-end order lifecycle, addressing PO issues and ensuring successful delivery and installation
  • Collaborated with collections to expedite resolution of payment issues tied to order processing
  • Optimized operations by providing cross-functional support and sharing best practices to enhance service delivery
  • Managed high-priority orders with exceptional attention to detail, ensuring that all requirements were met in a timely manner while maintaining excellent communication with stakeholders involved.

Case Manager

AIG
10.2013 - 11.2018
  • Provided exceptional customer service to agents while managing applications in New Business from data entry to issue
  • Proactively located and followed up on outstanding issues in an endeavor to minimize the length of time between receipt of application, issue and in-force status, contributing to customer satisfaction and corporate profitability
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Proactively provided communication on requirements needed to efficiently complete policy issuance
  • Served as a communication liaison between underwriting and the field
  • Provided resolution for escalated New Business issues

Customer Care Advocate

Verizon Wireless
12.2012 - 10.2013
  • Provided exceptional customer service while answering billing, device, and account questions by having thorough knowledge of customer needs with diligent attention to details in an efficient and timely manner
  • Pushed for customer sales of new devices and accessories
  • Analyzed and solved customer issues while exceeding requirements while maintaining a positive attitude with disgruntled customers
  • Received awards for sales and customer satisfaction surveys

Education

Bachelor of Arts - Public Administration

Middle Tennessee State University
Murfreesboro, TN
05-2012

Skills

  • Assertiveness
  • Attention to detail
  • Multitasking
  • Adaptability and flexibility
  • Effective communication
  • Decision-making
  • Analytical thinking
  • Self motivation
  • Problem-solving

Timeline

Dispute Resolution Specialist

Philips Healthcare
11.2021 - Current

Order Fulfillment Specialist

Philips Healthcare
11.2018 - 03.2021

Case Manager

AIG
10.2013 - 11.2018

Customer Care Advocate

Verizon Wireless
12.2012 - 10.2013

Bachelor of Arts - Public Administration

Middle Tennessee State University

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Stacey Orgain