Barbara Miller

Experience

• 

  Ecolab Food Safety Specialties

  Apr 2005 - Apr 2008

  Customer Service Representative

  Communicate with client via phone, email and faxBuild positive rapport and relationships with clientsHandled escalated issuesProvided order status and freight options based on customer needWorked within SAP SD to process orders for clientProvided an exceptional customer service experience for our clientsMaintained a positive and professional attitude

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  Citi

  Apr 2008 - Apr 2009

  Collections Specialist I

  Handled Inbound/outbound callsProvided offers based on customer needBuild positive rapport and relationships

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  Monitronics International

  Jun 2009 - Nov 2015

  • Communicate with dealers via phone, email, and fax• Correct information on adjustments to ensure proper payments• Handle escalated issues with dealers billing • Assist other departments with billing issues• Address dealers concerns with billing and travel°Build positive rapport and relationships with dealers Complete open job reportNegotiate travel with dealersPrep/mail checks via proper method of paymentComplete Waterfall Report within PMS Handled escalated issuesProvided offers based on customer needsCommunicate via phone, email and faxBuild positive rapport and relationships with customers

  • Field Service Billing Specialist

    Sept 2011 - Nov 2015

  • Field Service Coordinator

    Jul 2011 - Sept 2011

  • Account Resolution Specialist

    Jun 2009 - Jul 2011
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  Airbus

  Nov 2015 - Aug 2024

  Creates a written curriculum and provides training to Customer Service Representatives (CSRs), Customer Support Managers (CSMs), and front office personnel within AHNA. Responsible for coordination with AHI Airbus world manager and AH to ensure the latest SAP (SD) and process changes are known. *Develop training measurement for all CSR team members, detailing content mastery of all procedures*Review CSR performance to training requirements and provide training reports to the manager*Maintain and distribute ongoing training schedule*Assist manager with inquiries regarding order book process management from CSR team members*Maintain CSR work assignments to meet productivity, quality, and goal accomplishments*Train procedures specific to daily review and management of ZSDTRP backorder report*Develop and maintain procedures targeted in maintaining best OTR (On-Time to customer request) measures*Develop procedure and training structure for all SAP reports required to manage the Customer Support business*Work with AH on a continuous improvement process to ensure customer satisfaction.*Establish Syllabus and training requirements for all CSR's, CSM's and front office teams*Develop, Update and Maintain all processes on order book management*Create a process for Documentation and record-keeping for all training (Initial and Recurrent)*Develop curriculum for Continuing Education as an ongoing daily/weekly process*Develop a process to measure Content Mastery, to allow for refinement of skills regardless of tenure with AHI*Develop and Maintain CSR Handbook and all procedures associated with Customer Support*Lead and implement processes for Lessons Learned / After Actions / PDCA initiatives*Lead, develop and document all procedures in support of AS9100 initiatives*Administer and update all necessary forms and procedures for rentals, exchanges, customer repairs, and Power by the Hour*Primary interface with Customer Complaint Board (CCB) Show less Establish, maintain and monitor customer accounts for credit and collection functions. These functions include collection of money, customer services, negotiation, problem solving, application of payments, communication with external and internal customers and generating reports for support of other departments and analysis*Set up new customer accounts. Vetting these potential accounts for creditworthiness and AML compliance*Maintain existing customer accounts within SAP. Monitor and enforce customer credit limits. Determine if orders can be released for customers nearing/exceeding their credit limit. Active collection against open account balances.*Managing and reporting on customer past due level. Work with customers to resolve invoice/account disputes.*Application of customer payments and reconciliation reporting*Create and maintain spreadsheets for specific customers within Excel. Process, print, mail/e-mail monthly statements for all customers monthly and as requested by customers. Generate reports on customer accounts within SAP as requested. *Daily submission of new invoices to customer via email/mail*Negotiate pay-out of delinquent accounts with customers. Recommend/monitor outside collection agency for delinquent accounts*Preparation of monthly reconciliations for LUH and AHI affiliates. Distribute affiliate reconciliations to the parent company and appropriate affiliate partner. Distribute LUH reconciliations to Airbus Defense & Space and AHI in Mississippi.• Create and prepare past due reports in Excel for LUH and distribute to VP of Finance at AHI, LUH department within AHI, AHI Mississippi, and Airbus Group in Huntsville, AL. Financial Administrator is responsible for review and approval.*Re-class LUH aircraft invoices. Enter LUH aircraft milestone payments. Monthly meeting are held with LUH department and the VP Finance for discussion and approval.*Provide quarterly input/reporting for Allowance for Doubtful Accounts (Reserve) Show less Interpret customer order and delivery requirements, enter orders, and follow-up as necessary, ensuring customer fulfillment of orders are within company policy guidelines. Communicate with customers on a daily basis regarding resolution of their order, delivery or account problems. Monitor customer orders placed electronically for timely processing fulfillment. Utilize problem solving skills to help customers through their day to day requirements.*Receive customer orders via email, phone and fax*Interpret orders on receipt and key entry accordingly.*Administer necessary forms and documents for rentals, exchanges, customer repairs, and Power by the Hour.*Sell and promote items identified as part of promotional programs and work closely with every customer to establish additional sales opportunities.*Periodically analyze and monitor customer sales activity for trends and advise management accordingly.*Assess and develop solutions to routine problems encountered daily*Participate in activities to enhance systems and business processes as assigned.*This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned*Daily management of ZSDTRP report*Record and log customer complaints*Prepare and distribute customer activity reports*Requires ability to communicate effectively verbally and in written form*Advise customer of priority and freight options as necessary to ensure delivery on time.*Counsel with customers and communicate with other functional areas for technical assistance as required.*Provide customer order status as requested, and coordinate with the warehouse and shipping when required*Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support, or increased sales*Counsel with customers and communicate with other functional areas for technical assistance as required Show less

  • Trainer Customer Support

    Nov 2021 - Aug 2024

  • Sr. Financial Administrator

    Dec 2019 - Nov 2021

  • Spares Support Specialist

    Nov 2015 - Dec 2019
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  Airbus Helicopters

  Aug 2024 - now

  Lead, Trainer & Continuous Improvement

  This position plays a dual role as a Continuous Improvement lead that drives tangible and measurable improvements of key processes through change management, training and driving/leading process-solving initiatives for the Front Office organization, fostering a culture of continuous improvement and drive change within the Front Office organization. As well as Trainer, that leads, designs, develops, coordinates, and delivers training curriculum to Front Office personnel, participate in the CSR interview process, monitor performance and evaluate new employees during the training period; developing and maintaining training records for all employees who receive training. Show less