T.S CRAIG
Los Angeles,California
Summary
Dedicated Customer Service professional recognized for supporting customers' accounts in a Telecommunications, Pharmaceutical and Administrative environment with exemplary conflict resolution skills and providing superior service. Leverage excellent communication strengths in responding to customers’ questions and concerns while interpreting and exchanging information in an effective manner. Remain courteous and professional in highly charged situations.
Overview
25
25
years of professional experience
Work History
Merch Associate/Front Associate
Home Goods
Torrance, CA
08.2023 - Current
- Role models established customer experience practices with internal and external customers.
- Accurately, customer purchases/returns and counts change back to customer according to established operating procedures.
- Promote credit and loyalty programs.
- Accurately processes and prepares merchandise for the sales floor following company procedures and standards.
- Initiates and participates in store recovery as needed throughout the day.
- Provides and accepts recognition and constructive feedback.
- Adhere to all labor laws, policies, and procedures.
- Participates in safety awareness and maintains a safe environment.
- Support and participate in shrink reduction goals and programs.
- Maintains and upholds merchandising philosophy and follows established merchandising procedures and standards.
- Promote credit and loyalty programs.
- Maintain all organizational, cleanliness, and recovery standards for the sales floor and participate in the maintenance/cleanliness of the entire store.
Sr. Credit & Collection Specialist
KARL STORZ ENDOSCOPY AMERICA INC.
El Segundo, CA
11.2019 - 10.2025
- Initiative-taking contact and consistent follow-up with customers on outstanding and past due balances.
- Responsible and accountable for a portfolio of customer accounts by collecting outstanding receivables.
- Daily collections are performed in SAP, CRM, Microsoft windows (Outlook, Excel, Word, and One Note), GHX /EDI, Interpayment and utilizing the FSCM platform.
- Minimizing bad-debt or write offs by ensuring accounts are managed promptly, appropriately and per company policy.
- Keep accurate and up to date notes or documentation on all collection efforts.
- Able to organize, prioritize, and manage multiple responsibilities in a high volume, demanding environment.
- Crosstrain with peers and leaders on customer portfolios for coverage purposes.
- Adapted to and working well in a remote virtual environment.
- Research, reconcile and resolve billing discrepancies by working with the proper billing areas and escalating to management, as necessary.
- Attend meetings with Sales Representative, Customer Support, and credit analyst for orders over $100k.
- Provide customer service regarding collection issues and disputes, customer refunds, maintenance of accounts for adjustments, account reconciliation, order hold and releases and credit line increase needs.
- Escalate past due accounts and as per the departmental escalation policy.
- Utilize appropriate judgment in resolution of adjustments, disputes, unapplied payments, reconciliation and placing accounts on hold due to payment delay or delinquency.
- Participate in meetings, projects, process improvement initiatives, training and other collection related tasks as shown by management.
- Manage reports and analyze data pertaining to their portfolio.
- Build and maintain strong working relationships with internal and external customers.
- Manage distribution of customer invoices and statements.
- Assist in training new and existing employees on collections and reconciliation processes, systems, and any other business-related processes.
- Manage incoming and outgoing phone calls and emails.
- Manage complex customers and/or higher volume portfolio.
- Support Supervisor and Manager as needed.
- Designated priority (P1) and large order (OR1) point of contact for order releases.
LEGAL CLERK I
LOS ANGELES CITY ATTORNEYS
Los Angeles, CA
02.2019 - 10.2019
- Prepare affidavits of documents and maintained documents filed for new and existing claims of City Employees.
- Arranged Medical Appointments, request medical, legal and General Correspondence from doctors, Outside Counsel and applicant’s attorney for upcoming hearings, trials, and depositions.
- Scan, index and dropped off mail on a weekly basis within and outside of the department.
- Correspond with all Legal Assistant, Legal Secretaries, and Attorneys to discuss and obtain all pertinent documentation to be filed correctly to ensure a successful hearing.
- Completed and received a certificate in Subrogation training.
- Prepared weekly follow up logs with such software: Microsoft Office (Word, Excel, Outlook, IVOS).
CASH APPLICATION SPECIALIST
KROGER SPECIALTY PHARMACY
Orange County, CA
01.2017 - 12.2018
- Receive, sort, and review payments from insurance carriers, patients, and other sources.
- Identified appropriate receivable accounts for application and post receipts, through automated and manual processes i.e.: Wire Transfer, Live Checks & ACH.
- Scanned, deposit and Reconcile patient and insurance carrier checks for processing, balance, and reconciliation daily to over 2,000 or more customers.
- Assist and discuss accounts with other operations across the Revenue Cycle Management Team via phone or email to confirm that any payments or claims are processed correctly to prevent any over or underpayment.
- Successfully Prepared month end schedules and closing entries via Microsoft Excel for cash summary and balance of all payments received throughout the month to ensure a successful end of year department audit.
CREDIT & COLLECTIONS REPRESENTATIVE
AT&T
Pasadena, CA
01.2001 - 12.2015
- Exceed in Handling special credit arrangements, and problematic collection accounts through a high volume of incoming and outbound calls with the goal of negotiating and collecting to a (0) balance to reduce the DSO.
- Overseen analysis of account receivables and aging of accounts to determine the severity of overdue accounts, and applied application of collection procedures via software (CRM, Boss, Express pay, etc.)
- Assist customer and inter-company representatives effectively by billing explanations, concerns, or questions about Credit &Collection procedures.
- Reconcile discrepancies such as chargebacks, investigation of misapplied payments, incorrect account information, payment discrepancy or Fraud.
- Managed over 5 million in customer accounts with (0) escalations in 10.
- Achieving additional goal of cross-selling 10 or more products for 12 months from 2005-2007.
Education
Psychology -
SNHU (Southern New Hampshire University)
New Hampshire01.2026
BUSINESS MANAGEMENT -
UNIVERSITY OF PHOENIX
LOS ANGELES, CAMEDICAL BILLING -
Horizon/Sage Group
LOS ANGELES, CASkills
- Typing 58-60 wpm
- 10 key
- Faxing
- Filing
- Customer Service
- High volume of incoming & Outbound calls
- Intermediate to advance experience in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Strong communication skills via phone and email
- Team player
- Proof-reading
- Analyzing
- Critical thinking
- Observation and decision making
- Customer service
- Microsoft Excel
- Data analysis
- Effective communication
- Problem resolution
- Team collaboration
- Decision-making
- Workplace safety
- Customer relationship management (CRM)
- Workflow management
- Order fulfillment
- Time management
- Calendar management
- Collaborative teamwork
- Leadership qualities
- Oral communication
- Conflict resolution
- Transaction processing
- Work Planning and Prioritization
- Problem-solving
- Customer interaction
- Relationship building
- Courteous and professional
- Problem-solving abilities
- Client relationship management
- Attention to detail
- New hire training
- Issue resolution
- Cross-functional teamwork
- Data entry
- MS office
- Adaptability and flexibility
- Multitasking and organization
- Complex Problem-solving
Gap Years - Years
- 01/01/15, 12/31/17, I took a Personal Hiatus from my career to have an opportunity to become a small business owner of my very own Clothing Boutique from my home.
- 01/01/18, 12/31/19, In 2018, I became a primary caregiver for an ailing family member until their sudden death.
Affiliations
I have volunteered in assisting at the local food panty and food banks during the holiday season, in addition to feeding the homeless on an individual basis.
Timeline
Merch Associate/Front Associate
Home Goods
08.2023 - Current
Sr. Credit & Collection Specialist
KARL STORZ ENDOSCOPY AMERICA INC.
11.2019 - 10.2025
LEGAL CLERK I
LOS ANGELES CITY ATTORNEYS
02.2019 - 10.2019
CASH APPLICATION SPECIALIST
KROGER SPECIALTY PHARMACY
01.2017 - 12.2018
CREDIT & COLLECTIONS REPRESENTATIVE
AT&T
01.2001 - 12.2015
Psychology -
SNHU (Southern New Hampshire University)
BUSINESS MANAGEMENT -
UNIVERSITY OF PHOENIX
MEDICAL BILLING -
Horizon/Sage Group