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Mary Johnson resume-2015

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Mary Johnson
Cell: 214-797-3102
maryejohnson1996@yahoo.com
A top-performing, detail-oriented customer service professional with over 10 years of experience in a
Call Center setting. Recognized for ability to strategize and provide creative, workable solutions that
result in strengthening client relationships. Expertise managing competing priorities and producing
outstanding results in a fast-paced, ambiguous environment.
COMPUTER SYSTEMS EXPERIENCE
Akritiv software
Microsoft software products
Avaya CMS Supervisor
SAP
Salesforce
QuickBooks
Microsoft Office Products
EDUCATION
Texas College, Tyler, Texas B.S., Business Administration, 1994
PROFESSIONAL EXPERIENCE
Accounts Receivable Research Analyst – Compliance Depot/Real Page June 2014 – Sept 2015
• Investigate assigned client disputes and notice of errors, independently analyze each assigned
account to identify root cause, create action plan and implement plan with full support of all
parties/departments impacted.
• Gather data from internal and external systems to substantiate or negate client claims or dispute.
• Professionally coordinate the collection of accounts by communicating effectively and concisely with
clients, external and internal, to resolve chargeback and dispute cases.
• Coordinate and foster a strong partnership with internal departments to successfully navigate
appropriate channels to resolve client issues
• Perform advanced accounts analysis and reconciliation of large accounts as required to resolve
unapplied cash/credits and resolve client dispute or issue
• Maintain an accurate case history of the dispute process.
• Work independently to complete tasks while maintaining a good working relationship with fellow
colleagues.
• Provide feedback to management regarding opportunities to continuously improve our business (i.e.
updates to policies and procedures, system upgrades, etc).
• Escalate issues or situations of concern to management in a timely manner.
• Interpret and understand contract terms and effectively communicate to clients and colleagues.
• Perform related duties and special projects as assigned
Vendor Compliance Representative TL – Compliance Depot/Real Page June 2007 – June 2014
• Assist the Compliance manager with all aspects of cost center department and act as the
primary contact when the manager is unavailable.
• Maintain high levels of customer service to motivate within the department to ensure excellent
customer feedback
• Responsible for managing multimillion dollar property management accounts and negotiating
tactics, while resolving escalated issues.
• Process management compliance fees for various vendors and ensured certifications, W-9 and
licenses for vendors and insurance agents are up to date
• Maintain and audit attendance records for vendor compliance representatives
Plan Administrator/Customer Service Rep- Colgate Pharmaceuticals Nov 2005 – March 2007
• Responsible for maintaining all master case files
• Managed SAP orders for the US including Puerto Rico and Canadian
• Managed customer calls and collaborated with multiple departments to ensure customer
Customer Service Representative- Green Mountain Energy July 2005 – Nov 2005
• Received inbound calls routed them to appropriate sales representative c=
• Closed outbound call request
• Disconnected and reconnected services were appropriate
• Assisted other team members with selling and closing techniques

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Mary Johnson resume-2015

  • 1. Mary Johnson Cell: 214-797-3102 maryejohnson1996@yahoo.com A top-performing, detail-oriented customer service professional with over 10 years of experience in a Call Center setting. Recognized for ability to strategize and provide creative, workable solutions that result in strengthening client relationships. Expertise managing competing priorities and producing outstanding results in a fast-paced, ambiguous environment. COMPUTER SYSTEMS EXPERIENCE Akritiv software Microsoft software products Avaya CMS Supervisor SAP Salesforce QuickBooks Microsoft Office Products EDUCATION Texas College, Tyler, Texas B.S., Business Administration, 1994 PROFESSIONAL EXPERIENCE Accounts Receivable Research Analyst – Compliance Depot/Real Page June 2014 – Sept 2015 • Investigate assigned client disputes and notice of errors, independently analyze each assigned account to identify root cause, create action plan and implement plan with full support of all parties/departments impacted. • Gather data from internal and external systems to substantiate or negate client claims or dispute. • Professionally coordinate the collection of accounts by communicating effectively and concisely with clients, external and internal, to resolve chargeback and dispute cases. • Coordinate and foster a strong partnership with internal departments to successfully navigate appropriate channels to resolve client issues • Perform advanced accounts analysis and reconciliation of large accounts as required to resolve unapplied cash/credits and resolve client dispute or issue • Maintain an accurate case history of the dispute process. • Work independently to complete tasks while maintaining a good working relationship with fellow colleagues. • Provide feedback to management regarding opportunities to continuously improve our business (i.e. updates to policies and procedures, system upgrades, etc). • Escalate issues or situations of concern to management in a timely manner. • Interpret and understand contract terms and effectively communicate to clients and colleagues. • Perform related duties and special projects as assigned
  • 2. Vendor Compliance Representative TL – Compliance Depot/Real Page June 2007 – June 2014 • Assist the Compliance manager with all aspects of cost center department and act as the primary contact when the manager is unavailable. • Maintain high levels of customer service to motivate within the department to ensure excellent customer feedback • Responsible for managing multimillion dollar property management accounts and negotiating tactics, while resolving escalated issues. • Process management compliance fees for various vendors and ensured certifications, W-9 and licenses for vendors and insurance agents are up to date • Maintain and audit attendance records for vendor compliance representatives Plan Administrator/Customer Service Rep- Colgate Pharmaceuticals Nov 2005 – March 2007 • Responsible for maintaining all master case files • Managed SAP orders for the US including Puerto Rico and Canadian • Managed customer calls and collaborated with multiple departments to ensure customer Customer Service Representative- Green Mountain Energy July 2005 – Nov 2005 • Received inbound calls routed them to appropriate sales representative c= • Closed outbound call request • Disconnected and reconnected services were appropriate • Assisted other team members with selling and closing techniques