SUSAN BURLESON
Georgetown,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
Account Receivable Specialist
Builders First Source
11.2023 - Current
- Responsible for the implementation and adherence to company credit/collection policies practices and procedures across one or multiple geographic ares.
- Review and approval new credit applications as received.
- Email request for statement and invoices
- Past Due Invoices - follow with account contacts on weekly basis.
- Recommend and/or approve decisions regarding adjustments to customer accounts and referral of overdue accounts for legal action. Coordinates area collection decision with management teams and sales departments
- Work closely with Credit Management and field leadership to resolve difficult collection cases.
- Make sure all efforts are made to reach monthly cash targets.
- Several accounts received were past due over 18 months able to clear past due within 4 months. Consistently raking in the top of the group in percent to current.
Customer Service Specialist
Kohls Department Store
07.2003 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Complete Cash Office task of daily deposits as needed
Work Force Business Analyst Scheduling
Farmers Insurance
04.2020 - 06.2023
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Produced and updated documents, reports and tracking spreadsheets using Webstation, IEX and Access Database.
Customer Service
Farmers Insurance
08.2018 - 04.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls, chats and emails to answer questions about insurance polices.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Analyze, clarify and resolve intermediate policy and account related questions from internal and external customers.
- Completed Various Projections in enhance customer experience.
- Obtain Personal Line Property and Casualty Agent License in Texas.
Senior Accounts Receivable Analyst
Dell Financial Services L.L.C
07.2010 - 08.2018
- Responsible for $1.9-billion-dollar asset-based portfolio for Small and Medium Business customers.
- Developed professional relationships with internal and external clients to encourage open communication and feedback.
- Leveraged accounting and finance experiences and expertise to identify, propose and implement automated solutions and reduce manual processes.
- Cross-functional collaboration for customer solutions, reporting and invoicing. In addition, was able to reduce aged past due rentals by 82 percent in the aged buckets within 6 months. Maintained past due collections to under 5 percent after pro-active collections strategy was put in place.
DFS Cash Application Specialist
Dell Financial Services L.L.C
02.2008 - 07.2010
- Worked in paperless environment to accomplish assignments electronically.
- Applied cash and wires to corresponding customer accounts based on remittance details provided by customers.
- Filed reports and posted daily batches in system.
- Audited and corrected billing and posting documents for accuracy.
Customer Service Specialist for DPA
Dell Financial Services L.L.C
09.2005 - 02.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Completed Accounts Audits as requested for payment issues and pricing issues.
Fraud Specialist
Dell Financial Services L.L.C
12.2004 - 08.2005
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and implemented procedures to detect and prevent fraud.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Education
Associate of Science - Accounting And Management
Clovis Community College
Clovis, NM12.1993
Skills
- Merchandise Orders and Exchanges
- Delinquency Monitoring
- Business Correspondence
- Customer Service
- Data Evaluation
- Billing dispute resolution
- Accurate payment posting
- Aging reports analysis
- Adjustment posting
- Payment management
- Financial reporting
- Invoicing proficiency
- Cross-functional team collaboration
- Invoice preparation
- Payment posting
- Dispute resolution
- Credit management
- Strong client relations skills
- Account reconciliation
- Month-end closing procedures
- Team bonding
- Customer service support
- Collections
- Microsoft Excel
Timeline
Account Receivable Specialist
Builders First Source
11.2023 - Current
Work Force Business Analyst Scheduling
Farmers Insurance
04.2020 - 06.2023
Customer Service
Farmers Insurance
08.2018 - 04.2020
Senior Accounts Receivable Analyst
Dell Financial Services L.L.C
07.2010 - 08.2018
DFS Cash Application Specialist
Dell Financial Services L.L.C
02.2008 - 07.2010
Customer Service Specialist for DPA
Dell Financial Services L.L.C
09.2005 - 02.2008
Fraud Specialist
Dell Financial Services L.L.C
12.2004 - 08.2005
Customer Service Specialist
Kohls Department Store
07.2003 - Current
Associate of Science - Accounting And Management
Clovis Community College
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