Wendy Flores
Phoenix,AZ
Summary
To leverage my extensive experience in account management, billing, and collections within a forward-thinking organization, where I can utilize my skills in identifying and resolving discrepancies, optimizing billing processes, and enhancing customer relationships. I aim to contribute to the company's financial success by implementing strategic solutions that reduce past-due balances and improve cash flow, while continuously developing my professional expertise and advancing into leadership roles within the finance or customer operations sectors.
Overview
24
24
years of professional experience
Work History
SR. Collections Rep
Waste Management
Phoenix, AZ
03.2004 - 10.2024
- Independently reviewed and strategically prioritized personal portfolio to identify and address issues leading to past-due balances
- Executed advanced duties with high accountability, including evaluating and reconciling complex customer records, generating revised invoices, and preparing detailed reports
- Facilitated and led conference calls to resolve discrepancies and maintain clear communication channels
- Identified and resolved billing and contract discrepancies, including disputed purchase orders, incorrect rates and fees, misapplied cash, and other crossregional issues
- Collaborated effectively with regional teams to resolve disputes and maintain accurate billing practices
- Managed customer invoices through specific billing portals, ensuring accuracy and timely processing
- Initiated proactive communication with internal and external customers to address past-due amounts, negotiating payment plans and arranging adjustments as needed
- Followed established guidelines to monitor and manage payment plans, ensuring compliance and timely follow-up
- Conducted collection activities, including resolving disputes, researching discrepancies, and escalating unresolved issues
- Managed service severance activities after obtaining necessary approvals, including stopping services and arranging for container removal
- Maintained comprehensive records of delinquent accounts, logging collection notes, and dispositioning transactions within various collection systems
- Processed account write-offs, payments, and recoveries, adhering to company policies
- Handled customer inquiries professionally, providing information and assistance related to account status and collection processes
- Prepared and presented collection reports for supervision upon request
- Undertook additional duties as assigned, demonstrating flexibility and commitment to team goals
Fraud Representative
Bank of America, NA
Phoenix, Arizona
02.2003 - 02.2004
- Took incoming calls from customers reporting fraud on their cards . Wrote up all info and sent on for further review.
Front Line Clerk
Lucky Grocery Store
Las Vegas, Nevada
01.2001 - 01.2003
- Ran register to check out customers and stocked.
Education
GED -
Coconino High
Flagstaff, AZSkills
- Customer Service
- Time Management and Organization
- Process Improvement
- Conflict Resolution
- Teamwork
- Written and Verbal Communication
- Data Management and Record Keeping
- Collections and Payment Negotiation
- Customer Relationship Management
Timeline
SR. Collections Rep
Waste Management
03.2004 - 10.2024
Fraud Representative
Bank of America, NA
02.2003 - 02.2004
Front Line Clerk
Lucky Grocery Store
01.2001 - 01.2003
GED -
Coconino High