Veronica Burkett
McDonough,GA
Summary
Organized and dependable professional with over 27yrs of payment service experience. Analytical and proactive with top-notch leadership and decision-making skills. Successful at keeping teams on track with organizational goals and strategic initiatives. Focused on maintaining a high level of accuracy and efficiency. Works effectively with teams, as well as independently in a fast-paced environment.
Overview
31
31
years of professional experience
Work History
Remittance Cash Application Specialist
Deluxe Corporation/Synchrony Financial
Atlanta, GA
12.2022 - Current
- Review and apply customer payments to accounts using Lockbox, ACH, checks, and wire transfers.
- Utilizes multiple systems and applications to locate the correct customer account, invoice, and amounts, and to identify and accurately allocate customer payments. The systems/applications used include: Commercial-line Alpha Search, BRC Alpha Search, Image RPS, Wausau Imaging System, and GECOM.
- Ensures payment allocations are applied accurately. Includes research and analysis, working with aged amounts, invoice alignment, parent and child account relationships, reconciling unapplied cash, and resolving any payment discrepancy. Manages assigned account volume and determines the best strategy to work through large payment volumes.
- Communicates with customers, stores, and external and internal clients to resolve account issues related to payment allocations and unposted items. Maintains positive relationships with AP/Credit Coordinator to minimize account issues.
- Responsible for maintaining monthly productivity and quality standards to help the business meet customer service levels.
- Analyzed aged balances to identify unapplied credits and payments that require further investigation or research.
- Ensured accuracy of payments received by researching remittance information from customers' documents.
- Assist with retrieving payment inquiry workflow that is entered into Synchrony SharePoint in Teams and by email.
- Completing each payment inquiry by doing research with necessary tools: GECOM-Lowes/Sams, Image RPS, Alpha Search, pull reports from Suspense Report, Recovery Payment Report, Reconciliation Report, Recovery Transfer Prior to Posting Report.
- Collaborate with the Exceptions team in Carrollton, TX, the Data Entry team in Chicago, IL, Cash Apply team in Atlanta, and Synchrony's Commercial and Recovery team to identify and accurately allocate payments in the inquiry workflow.
Remittance Process Trainer
Deluxe Corporation/Synchrony Financial
Dallas, TX
01.2023 - 09.2023
- Conducted monthly trips from Atlanta, GA to Dallas, TX to enhance team skills and knowledge for the lockbox process on Synchrony Financial clients.
- Remote trained employees in Chicago, IL for data entry on Synchrony Financial Clients.
- Developed and implemented training programs for new process employees.
- Conducted classroom and on-the-job training sessions to ensure employee understanding of processes.
- Created and maintained comprehensive documentation related to process training activities.
- Analyzed existing processes and developed plans for improvement based on best practices.
- Provided feedback to supervisors regarding employee performance in relation to the processes being trained.
- Monitored trainee progress throughout the course of their program and provided additional support as needed.
- Collaborated with other departments to develop effective strategies between different processes.
- Coordinated with management teams across multiple locations to ensure consistency in process implementation.
- Provided guidance and advice on proper use of equipment associated with specific processes.
- Explained goals and expectations required of trainees.
Sr. Operations Lead
Deluxe Corporation/Synchrony Financial
Atlanta, GA
02.2016 - 12.2022
- Assigned tasks to team members and established priorities.
- Achieve timely processing of customer payments within set SLA (Service Level Agreement) guidelines
- Coordinate efforts with manager and cash application team to maintain consistent client billing targets
- Work closely with 8+ team members to deliver requirements, develop solutions and meet deadlines.
- Prioritize and organize tasks to efficiently accomplish service goals.
- Demonstrate self-reliance by meeting and exceeding workflow needs.
- Demonstrate leadership by making improvements to work processes and helping to train others.
- Create a rotational calendar to ease the daily workflow to meet daily service level requirement.
- Upload daily consolidations onto Support Central streamlining a more paperless process.
- Ensures operational excellence by performing managerial task within the department in manager's absence.
- Communicate daily goals to management team and offshore team.
- Transmitting more than $8M in electronic deposit files daily
- Access GECOM application to post cash to customers account.
- Create forecast of monthly volume to strategize overtime if needed.
- Flex my schedule to accommodate business needs.
- Increased cash applications skills by assisting with applying Epays during monthly billing.
- Processed system rejects to reduce the number of send backs to customers at an 85% rate.
- Served as "Subject Matter Expert" by training new hires in the department.
- Included on a team to help implement the invoice matching system.
Sr. Representative, Account Services
Synchrony Financial, GE Capital
Atlanta, GA
03.1997 - 02.2016
- Extracted Mail utilizing OPEX 50 machines
- Scanned mail utilizing AS/7200 to capture the image of customers payment.
- Accurately key customers payment from check image
- Accessed customers account and accurately apply account numbers
- Researched customers account to identify payments received without account numbers.
- Processed FEDEX payments in a timely manner.
- Exceeded IPH standards on all OPEX machines.
- Backfilled in Commercial department in the absence of the lead.
Floor and Walls Sales/Customer Service Representative
Home Depot
Decatur, GA
05.1994 - 03.1997
- Answered customer questions about products and services and recommended appropriate solutions.
- Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers.
- Generated quotes and documented customer communications.
- Listened to customer requests and asked questions to provide effective solutions.
- Tracked down sources of special products and install services to meet customers' special needs.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Personal assistance to contractors from the beginning to the end of their projects.
- Calculating and verifying the amount of merchandise to complete contractors job.
- Making sure orders were delivered to store or construction sites in a timely manner.
Education
Certification - Massage Therapy
Georgia Medical Institute
Jonesboro, GA08.2004
High School Diploma -
McNair Sr. High School
Atlanta, GA06.1993
Some College (No Degree) - Business Administration
Georgia Perimeter College
Decatur, GASkills
- Strong work ethic
- Deadline Management
- Team Leadership
- Strong sense of urgency
- Strong attention to details
- Self Starter
- Ability to meet deadlines
- Multitasking and Prioritization
- Delegating Work
- Teamwork and Collaboration
Timeline
Remittance Process Trainer
Deluxe Corporation/Synchrony Financial
01.2023 - 09.2023
Remittance Cash Application Specialist
Deluxe Corporation/Synchrony Financial
12.2022 - Current
Sr. Operations Lead
Deluxe Corporation/Synchrony Financial
02.2016 - 12.2022
Sr. Representative, Account Services
Synchrony Financial, GE Capital
03.1997 - 02.2016
Floor and Walls Sales/Customer Service Representative
Home Depot
05.1994 - 03.1997
Certification - Massage Therapy
Georgia Medical Institute
High School Diploma -
McNair Sr. High School
Some College (No Degree) - Business Administration
Georgia Perimeter College
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