Rosa Ferreyra Cardenas

• Working through Service Now Tickets & ServiceNow Alerts, Holds queue and E-mail Requests.
• Responsible of the Orders Hold/Releases based on Credit Management by Analyzing the data in CMS, Kiwi based in the Parameters established in a Order Release Matrix
• Escalate with Collections/Sales the accounts on Hold due to a Delinquent Status.
• Escalate to the Credit Management Team the Overselling Holds out the Order Release Team authority.

HIGHLIGHTS:

* Service Now Citizen Development Training

*Adding value by creating/implementing automatization Technology tools that have impacted not only the Order Release Team, but also Collections, Sales Representatives, Credit Team,Customer Service Team, and Cash App team.

*Give visibility to Higher Management and Credit Managers of GAPs and areas of opportunity in our process and provide proposals based on Data Analysis to close those GAPS.

• Reconciled trouble accounts by addressing issues such as price discrepancies, weight inaccuracies, and invalid surcharges to ensure collection of outstanding balances.
• Partner with the Credit Team to ensure that the Delinquent Accounts are Placed on Hold in a timely manner and work with the Sales Team on strategic Plans to work with each customer based on their trend and Behavior
• Working closely with the Cash Application Team to ensure that all the payments received are applied correctly and help them to correct any misapplication from the past
• All AR Basics - Send Current Statements, Invoices, Upload Invoices to Portals, Support Customers

HIGHLIGHTS:

*Recurring Recognitions and bonuses for Supporting Other Collections Team Members to reconcile, Fix and understand patters of Top Key Accounts for our Center to achieve the collection goals in a quarterly basis.

• Analyze and review new and existing accounts’ credit analysis information to recommend credit lines and report on potential risks based on Financial Tools such as ERAM , Balance Sheet, Cash Flow , Income statement, etc.)
• Perform collections to maximize A/R performance and Responsible for the Order Management Daily Releasing Process (Release/Hold) based on Credit limit Assigned and Delinquency on file, placing on hold the delinquent accounts and partner with sales on an Strategic Plan
• Work on payment plans to reduce delinquency and set the Accounts current.

HIGHLIGHTS:

*Responsible for providing Training and support to existing and new hires in the GDL COE regarding Collections, Credit Risk decisions of Higher Dollar Amounts and Credit tools.

• Contact with customers to Resolve conflicts related to Delinquent balances and new orders providing them different payment plans and negotiate with them to find the best option for both companies.
• Analyzing and assessing the credit lines to new and existing customers using credit risk management tools as D&B and Experian and keep our system updated.
• Work with Promissory Notes, Stand By letter, Credit Insurance, Mortgage when the Scores on credit tools are not enough to support a credit Line
• Credit Annual Reviews to increase/Decrease customer credit limits based on their payment trend during the Period and send to the Legal process the Accounts that are eligible.
• Ensure that all the payments were applied on time to meet the Mexican Government Laws.

HIGHLIGHTS:

Reconciliation of Accounts with Misapplications or Mismatches and Fix Broken Relationships with Key Top Customers by Working on Special Payment plans based on Delinquency, Customer financial Status and Forecasted Sales Volume.

• In charge of the 01-800 Support Line and Chat Assistance to our customers in our Portal to Provide technical support.
• Order Managament.
• Coordinate the shipment until the product has been delivered to the customer
• Support to Sales to Manage all relationships with new customers and maintain existing ones

Responsible for transferring the Tech Support Process from West Palm Beach, Florida to Guadalajara México site.

• Direct Contact with IBM customers in the US to resolve and follow up on issues to secure Timely High Dollar Payments to the company
• Resolution of Overdue and current Issues related to Pricing, Taxes, Billing Delivery, Contract Dates and Work Orders
• Analysis and Reconciliation of Price and Charges invoiced by working along with Project Managers, Financial Analyst and CFO´s (When escalations are needed)
• Reporting to Higher Management and Finance Department monthly Forecast of Money to be received by IBM
• Bank transactions Research, application of payments Issued by Customer and Reimbursements due back to them

HIGHLIGHTS:

AGED FOCAL, CASH FOCAL, CREDIT NOTES FOCAL.

HIGHLIGHTS: