Tamika Thomas
Allen,Texas
Summary
Client support specialist with extensive experience in various organizations. Known for providing exceptional customer service and handling complex challenges. Seeking new opportunities to utilize my expertise.
Overview
20
20
years of professional experience
Work History
Client Support Specialist
National Quality Assurance
Acton , MA
10.2023 - Current
- Demonstrated exceptional planning and execution skills in the performance of assessment activities, consistently surpassing customer expectations.
- Facilitated customer certification processes, leading to scheduling of 1,500 annual audits.
- Performed data entry tasks for client records management.
- Developed training materials for new team members related to customer service processes.
- Conducted regular follow-up calls with customers to ensure their satisfaction with services provided.
- Documented all customer interactions in the company's database system.
Account Support II
National Quality Assurance
Addison , TX
03.2021 - 10.2023
- Collection calls and correspondence in a fast-paced Accounts Receivable team.
- Providing customer service regarding collection issues, processing refunds, and resolving client discrepancies.
- Identified and resolved customer payment discrepancies.
- Analyzed customer accounts to determine appropriate collection action.
- Prepared monthly reports on collections activity and progress.
- Maintained accurate records of all collection efforts in the database system.
- Researched account discrepancies between customer's records and company records.
- Developed strategies for collecting overdue payments from customers.
Credit and Collection Analyst
Emerald Transformers
McKinney , TX
09.2019 - 03.2020
- Coordinated with various departments to process billing requests and maintained accounts receivable records.
- Served as backup for all accounts receivable functions.
- Monitored customer accounts to identify delinquent payments and take corrective action.
- Developed strategies for improving collection performance, reducing delinquency and bad debt losses.
- Analyzed customer creditworthiness and determined appropriate levels of credit limits.
- Negotiated payment plans with customers in order to bring their accounts current.
- Reviewed accounts receivable aging reports and identified potential problem areas.
Trade Spend Specialist
PEPSICO/ Frito Lay
Plano , TX
08.2016 - 07.2019
- Audited distributors and operator claims to ensure compliance with contracts and processed Trade Spend claims.
- Minimized account write-offs by resolving distributor deductions.
- Investigated suspicious or inaccurate deduction claims through on-site visits and document reviews.
- Identified discrepancies between deductions claimed and actual expenses incurred.
- Collaborated with colleagues to develop strategies for resolving complex deduction issues.
Collections Analyst
REDDY ICE HOLDINGS, INC
Dallas , TX
02.2014 - 08.2016
- Managed a $1M+ portfolio, reconciled accounts, and communicated with customers to resolve disputes.
- Developed good working relationships and negotiated deductions.
- Assisted other departments in researching customer inquiries regarding billing issues, payment discrepancies, and account disputes.
- Maintained detailed records of customer accounts, including contact information, account status updates and payment histories.
- Analyzed credit history and financial statements of customers to determine the most effective collection strategies.
Global Support Lead
FEDEX SERVICES
Plano , TX
11.2004 - 11.2013
- Responsible for collections on ~2K accounts and assisted in resolving complex customer account issues.
- Handled audits, prepared activity, and trend reports.
- Monitored the progress of escalated cases to resolution.
- Developed and implemented processes to ensure customer satisfaction.
- Assisted in the training of new staff members on customer service techniques.
Education
General Studies courses -
Southwestern Illinois College
High School Diploma -
LONGVIEW HIGH SCHOOL
Skills
- PeopleSoft
- AS400
- Dynamics AX
- Excel
- MS Office
- Problem resolution aptitude
- Client Relationship Building
- De-Escalation Techniques
- Quality Control
- Account Management
- Customer-facing communication
- Data Evaluation
Timeline
Client Support Specialist
National Quality Assurance
10.2023 - Current
Account Support II
National Quality Assurance
03.2021 - 10.2023
Credit and Collection Analyst
Emerald Transformers
09.2019 - 03.2020
Trade Spend Specialist
PEPSICO/ Frito Lay
08.2016 - 07.2019
Collections Analyst
REDDY ICE HOLDINGS, INC
02.2014 - 08.2016
Global Support Lead
FEDEX SERVICES
11.2004 - 11.2013
General Studies courses -
Southwestern Illinois College
High School Diploma -
LONGVIEW HIGH SCHOOL
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