Monica Ramos Garcia
Accounts Receivable & Credit Control/Customer Service/Dispute Resolution
Dublin,Ireland
Summary
Dynamic Accounts Receivable and Customer Services with over ten years of thriving in high pressure, team atmospheres. Extensively trained in banking and telecommunications industries. Strong team leader with a clear record of success meeting revenue and staff retention goals. Knowledgeable and analytical, with excellent problem-solving skills and strengths in areas of Credit and Collection, Reporting, Negotiation and Customer Services Excellence, Dealing with customer requests efficiently and quickly orders, helping to resolve inquiries, disputes and claims facilitating the opening of accounts, technical troubleshooting, Validate and Investigate inquiries and escalations, Recovery, Risk Assessment and Prevention, Fraud Detection, Strategic Planning, Management, KPI´s, Forecast and Results, Cash Flow Staff Supervision and Training, Self Management and Computer skills ERP / CRM & Microsoft Dynamics AX / SOPs Systems
Overview
17
17
years of professional experience
3
3
Languages
Work History
Group Credit Control Lead /Accounts Receivable Manager
Nagor/GC Aesthetics Ltd
Dublin
2022.01 - Current
- Establish policies that follow customer service best practices while ensuring customers submit payments on time.
- Completed daily process adjustments to maintain accuracy.
- Liaise closely with Group, UK, and Financial Controllers and ensure Group Credit Management
- Managing day-to-day collections function for 2 Group entities (Group/International, UK) and maintain overview of collections performance of Group entities.
- Achieve daily, weekly & monthly targets as assigned by the Group Financial Controller and prioritize the collection of debt
- Drive efficiencies throughout AR and credit control function
- Maintain regular customer contact by email and client data, ensuring accurate information opening new accounts and updating customer price agreements in Microsoft Dynamics AX and CRM
- Liaise with customer service teams to ensure detail is reflected correctly on invoices and queries
- Liaise with Sales teams, and Local Financial Controllers where necessary to ensure timely collection of outstanding debt
- Resolve disputed accounts to bring payments into line with terms.
· Generate and distribute monthly statements to customers
· Report monthly on movement of aged listing
· Reconcile of cash entry after payments are posted
· Forecast Cash Receipts on Weekly basis. - Used Creditsafe software to perform credit appraisals, Score verification and approvals.
Accommodation Manager
Crowe Property Management Limited
2020.04 - 2022.01
- Provide advice and guidance to prospective and current students regarding accommodation issues, including allocations, rent arrears, deposits, and contractual agreements.
- Maintain customer satisfaction rates by handling complaints and offering complimentary services, as well as resolving queries from parents, and students, by phone, e-mail and chat.
- Advertise managed residences, contracts and offers via email.
- Maintain full occupancy in the managed accommodation throughout the year, departures and arrivals, and set contract lengths for students.
- Provide appropriate advice & information to students, with internal policies and procedures, including Contractual obligations, 3rd party providers, Complaints procedure.
Residential Manager
The English Studio
2018.02 - 2020.03
- Customer Service and accommodation facilities, including safety and wellbeing of tenants.
- Develop and build positive relationships with tenants and guests.
- Control budget and manage stock levels and order supplies.
- Arrange repairs and maintenance of facilities.
- Inspect accommodations to ensure that hygiene,health and safety regulations, carry out risk assessments as necessary and make sure adequate security for the building is provided
- Devised and implemented Resident care plans, programs, policies and procedures.
Regional Collections Manager
MVS Television / DISH MEXICO
2014.05 - 2017.05
- Responsible for all collections activities, billing, accounts receivables, such as handling of all cash postings and follow up with attorneys or outside collections agencies regarding legal activities.
- Managed team included skip tracking, customer inquiries and conflict resolution and portfolio of accounts at 30 to180-day levels using database systems (Call centre/ face to face).
- Analyze accounts that are 180 days past due and determine collection feasibility, sending worst-case scenarios to account for bad debt status and escalations.
- Reduces risk by ensuring all collection activities are conducted according to federal and state regulatory bodies and keeping accurate records.
- Knows legal aspects of collecting accounts, including bankruptcy, repossession, deficiency, garnishment, collection agencies
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
Legal Collections & Contact Centre Manager
BAC Credomatic Network
2007.03 - 2014.04
- Oversaw all financial aspects of the collections department, including a budget, P&L, forecast and cash flow.
- Working in the LATAM region and customers (Colombia, Costa Rica, Panama, Nicaragua)
- In-depth collections for all phases of delinquency from 1 day late to charge off, including recovery collections and managing bankruptcies, approving accounts for small claims and civil lawsuits.
- Responsible for Contact Centre helping customers choose the right product or services for their requirements, Efficient customer care
- Analyze information gathered from diverse sources to determine credit terms and approve orders for large volume accounts and new accounts.
- Research deductions and claims via communication with customers and appropriate internal departments to reconcile customer accounts.
- Managed all delinquent accounts, credit approvals, credit granting, collections and all month-end reporting.
- Hired, trained and coordinated five supervisors and 100 call centre representatives to ensure compliance strictly adhered to all policies, processes and procedural requirements. SOP's
- Determine which accounts will be turned over to outside collection agencies; maintain monthly lousy debt reserve.
Education
Master of Arts - Alternative Dispute Resolution, NFQ Level 9
Independent College
Dublin, Ireland 2020.02 - 2021.07
Course - Customer Service Management
The Seven Habits of Highly Effective People
Guadalajara, Mexico 2015.01 - 2015.02
Bachelors of Law NFQ Level 8 -
Universidad Guadalajara
Guadalajara, Mexico 2000.09 - 2004.01
Skills
Conflict resolution, Problem-solving, Strong Customer Focus, Listening
undefinedTimeline
Group Credit Control Lead /Accounts Receivable Manager
Nagor/GC Aesthetics Ltd
2022.01 - Current
Accommodation Manager
Crowe Property Management Limited
2020.04 - 2022.01
Master of Arts - Alternative Dispute Resolution, NFQ Level 9
Independent College
2020.02 - 2021.07
Residential Manager
The English Studio
2018.02 - 2020.03
Course - Customer Service Management
The Seven Habits of Highly Effective People
2015.01 - 2015.02
Regional Collections Manager
MVS Television / DISH MEXICO
2014.05 - 2017.05
Legal Collections & Contact Centre Manager
BAC Credomatic Network
2007.03 - 2014.04
Bachelors of Law NFQ Level 8 -
Universidad Guadalajara
2000.09 - 2004.01
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