Pauline Mumby
Kitchener,ON
Summary
Recognized as a dedicated professional bringing over 25 years work experience across many organizations, including 15 years within a high technology company. Experience across multiple systems including NetSuite, Salesforce and SAP. Team-oriented, dependable and performance-driven with a positive attitude
Overview
24
24
years of professional experience
Work History
Accounts Receivable Specialist
BlackBerry Limited
04.2017 - Current
- In-depth reconciliation of customer accounts
- Reduce outstanding receivable balances by diligently following up on overdue payments and escalation of accounts when required
- Monitor the Accounts Receivable and Cash Application inboxes by responding in a timely manner to all external and internal inquires
- Provide quality customer care and communication to uphold companies values and image
- Support month-end duties by reconciling accounts, preparing reports and processing all cash receipts.
- Ensure the accuracy of customer records within internal systems, as well as update vendor profile forms and portal details
- Cash Application, prepare and post daily cash reports for multiple bank accounts via ACH, cheque deposits and process all credit card payments
- Attention to detail in cash posting to reflect correct general ledgers and prepare and post journal entries as required
- Assist in the Credit Service role using Dun & Bradstreet to provide credit recommendation for new and existing customers.
- Provide support to sales team with credit limit increases, company names changes and all other inquires within the credit service role
- Provided training and support for team members on new policies and procedures, ensuring process documents are up to date
- Provided one year support within our Travel and Expense team. Monitored travel inbox to ensure all proper approvals were obtained in accordance with our companies travel policies
- Monthly reconciliation of corporate American Express credit cards.
- Assisted with Jira ticket requests for all Expense related questions within Expensify
RMA - Return Material Authoriztion
BlackBerry Limited
04.2011 - 04.2017
- Provided exceptional customer care by monitoring the RMA inbox and resolving issues and concerns in a timely manner to all internal and external requests
- Authorized and processed all device returns and repairs for our North American and Global Partners
- Processed valid returns by processing credit memos in SAP
- Managed shipping discrepancies as well as supported our repair facilities on any issues or escalations
- Provided support to the Customer Loyalty team as well as our regional sales representatives on escalations and any discrepancies
- Processed credit card payments on returns
- Trained team members and streamlined the authorization processes for faster response times and increased efficiency by creating process documentation
- Participated in special projects and testing as needed
Account Operations Representative
BlackBerry Limited
09.2008 - 04.2011
- Developed and maintained positive customer relations - Acted as a liaison between sales and customer
- Created debit and credit memos to correct Billing and RMA errors and responsible for activation and deactivation of devices
- Supported technical support contract maintenance, processed billing adjustments and account consolidations
- Maintained customer master records and ensured accounts were accurate up to date in systems
- Provided training to new team members ensuring company policies and procedures were followed
- Quality Assurance - reviewed and approved AO requests from other team members to provide customers with detailed and accurate information
Customer Service Representative
Manulife Financial
06.2007 - 09.2008
- Handled customer inquiries in a professional manner via telephone and emails regarding their companies Group RRSP/Pension plans
- Provided excellent customer care in assisting and processing RRSP withdrawals
- Providing knowledge and support on Group pension plans to customers to ensure they understood their companies benefits to them
- Ensured that customers accounts were accurately up to date in company systems
Customer Support Specialist
Maplesoft Inc
06.2000 - 04.2007
- Managed and provided customer support within the customer services inbox including basic licensing issues
- Processed sales orders from our North America and International sales team by verifying customer purchase orders and customer accounts
- Managed the student accounts and and processed all student orders
- Provided support for the Renewal Team by preparing and sending our renewal notices
- Identified potential sales leads ensuring data was entered for sales team to further follow up
- Accountable for maintaining accurate records for our customers
Education
Human Resources And Office Administration
Niagara College
Welland, ONSkills
- NetSuite and Salesforce
- Microsoft Word & Excel
- Credit and Collections Month end / Year end experience
- Excellent organization and problem solving skills
- Professional and friendly customer support
- Strong team player
- Adaptable and Accountable
- Reconciliation of accounts
- Strong attention to detail
- Aging reports analysis
Timeline
Accounts Receivable Specialist
BlackBerry Limited
04.2017 - Current
RMA - Return Material Authoriztion
BlackBerry Limited
04.2011 - 04.2017
Account Operations Representative
BlackBerry Limited
09.2008 - 04.2011
Customer Service Representative
Manulife Financial
06.2007 - 09.2008
Customer Support Specialist
Maplesoft Inc
06.2000 - 04.2007
Human Resources And Office Administration
Niagara College
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