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Work Background
The Hanover Insurance GroupTraining Consultant
Jul. 2022Atlanta Metropolitan Area
The Hanover Insurance GroupInsurance professional
Oct. 2016 - Jul. 2022Atlanta, Georgia
DEXISAccounts Receivable Administrator
Jan. 2016 - Oct. 2016Alpharetta, Georgia·Maintain up-to-date billing system
·Generate and send out invoices
·Follow up on, collect and allocate payments
·Carry out billing, collection and reporting activities according to specific deadlines
·Perform account reconciliations
·Monitor customer account details for non-payments, delayed payments and other irregularities
·Research and resolve payment discrepancies
·Generate age analysis
·Review AR aging to ensure compliance
·Maintain accounts receivable customer files and records
·Follow established procedures for processing receipts, cash etc
·Process credit card payments
·Prepare bank deposits
·Investigate and resolve customer queries
·Process adjustments
·Develop a recovery system and initiate collection efforts
·Communicate with customers via phone, email, mail or personally
·Assist with month-end closing
·Collect data and prepare monthly metrics
MiLEND, IncPre Closer
Oct. 2015 - Jan. 2016Atlanta, Georgia·Track receipt of post closing documents for closed loans in LOS system
·Review all final documents for completeness and accuracy.
·Acts as liaison with attorney, borrower and investor when corrections need to be made to final title policy and/or mortgages
·Upload each post closing document to Blitz and forward original to investor. ·Review post-closing reports for all Banker lenders. Be sure to keep up to date with all requirements.
·Register and transfer of all MERS loans to final investor.
·Track receipt of daily fundings, input into LOS
·Act as liaison with bookkeeper to insure funding from investor is accurate.
·Print out and forward payment letters to clients.
·Act as a liaison to final investor post closing associates.
·Be a team player
State FarmTraining and Development Specialist
Feb. 2012 - Aug. 2015Atlanta, Georgia• Leads multiple training classes, ranging in size from 1-65 representatives, using an extensive variety of delivery methods including traditional classroom education, eLearning, and hands-on training for new and existing employees across the servicing area.
• Coach and mentor call center representatives on call quality, productivity, technical and functional expertise, and the sales process.
• Provide learners with courses to upgrade skills and enhance job performance.
• Assists with updating training material to keep current with new training topics and techniques.
• Monitors and evaluates the effectiveness of curriculum by deploying measurement and feedback tools that track outcomes and ensure alignment to business objectives.
• Assist in the identification and implementation of process changes which result in a measurable improvement to customer value (operational efficiency, service, quality, customer experience)
• Proficient in Blackboard, KLMS (Knowledge Management System), MS Office Applications, MS SharePoint, Cisco Communications Software, Lotus Notes, NetMeeting, and Lync. • Strong analytical, organizational and project management skills with the ability to manage and prioritize multiple projects in a fast-paced environment.
• Applies the adult learning theory to enhance the learning environment and core knowledge retention.
• Exceptional educator and leader of training initiatives with outstanding verbal and written communication skills and a high level of computer literacy.
Leadership • Maintains positive working relationships with the Training Managers, First Line Supervisors, Virtual Training Partners, and Quality Management teams. • Participates in the exciting orientation for all new employees, to promote successful assimilation during the onboarding process.
• Serves as a leadership resource to promote training requirements and address critical needs leading to the enforcement of consistent approaches globally.
ARS National ServicesCollections Specialist
Sep. 2011 - Feb. 2012Jacksonville, Florida Area• Revamped Office filing system by converting paper forms to electronic format in Excel and Word
• Managed day to day activities of busy administrative office, provided support for administrator.
• Managed all outgoing correspondence and internal financial payments • Sorting out payment plans
• Recording payments that are made
• Organizing customer files (every job has paperwork and admin)
• Chasing debtors and late payments
• Tracing debtors who move without telling the company (with the help of credit bureaus, telephone providers and even the post office)
CitiCustomer & Collections/ Customer and Collections Service Trainer
Jan. 2010 - Sep. 2011Jacksonville, Florida Area• Provided direct sales support for incoming calls, answered questions and provided cross sale opportunities
• Created internal search program for limited items that resulted in winning an annual Development Award.
• Consistently met and exceeded sales goals resulting in the highest overall rating within my department in my first year.
•response times to customers within targeted service levels.
Country Inn & Suites by CarlsonNight Auditor /Convention Services Executive Admin
Aug. 2008 - Jan. 2010Jacksonville, Florida Area• Provided support to 6 Food and Beverage Managers in a convention hotel with primary support to Executive Chef. Managed timesheet and payroll cost analysis bi-weekly to effectively meet payroll budget and profit goals.
• Assisted with food cost management, menu rollouts,, managed weekly food costs, managed all food and beverage inventory.
• Participated and completed an internal leadership program. Cross trained in Convention services and provided support for three additional managers and director. Regularly met with meeting convention planners to ensure seamless service in a multi departmental environment
• Site trainer for purchase order system, maintained all site vendors, maintained inventories for multiple departments.
• Created, completed and presented interdepartmental projects as necessary
• Coordinated all meetings for Executive Chef and management team. Provided on boarding, tours, and set trainings for all new food and beverage employees.
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