Maria Santos
Marilao
Summary
Results-driven Credit and Collection Analyst with 3+ years in EMEA financial operations. Optimizes cash flow and mitigates financial risk through credit analysis and effective debt recovery initiatives. Utilizes data-driven insights and collaborates across functions to resolve billing disputes and meet collection targets.
Overview
22
22
years of professional experience
Work History
Credit & Collection Analyst
Accenture Inc.
03.2023 - Current
- Managed customer accounts across the EMEA region, ensuring timely follow-up and collection of outstanding invoices.
- Monitored aging reports to prioritize overdue and high-risk accounts, facilitating effective collection efforts.
- Reviewed aging accounts and implemented credit hold actions in accordance with company policies, helping reduce financial risk and improve cash flow.
- Collaborated with cross-functional stakeholders including Sales, Customer Success Managers, and Billing teams to resolve customer disputes, ensuring accurate billing and timely account resolution.
- Verified remittance advice and coordinated with cash application team for accurate payment posting.
- Investigated and resolved unapplied payments and credit memos.
- Maintained accounts records and supported account reconciliation activities.
Chat Support Specialist (Energy Retail - Australia)
Accenture Inc.
04.2020 - 02.2023
- Resolved billing concerns for Australian utility customers via live chat, maintaining high first-contact resolution rates.
- Handled multiple inquiries simultaneously while adhering to quality standards and documenting cases for escalation.
- Escalated complex issues to different departments, contributing to improved customer satisfaction.
Customer Service Associate (Energy Retail - Australia)
Accenture Inc.
07.2016 - 03.2020
- Addressed billing disputes and service concerns through inbound calls, establishing payment plans to prevent disruptions.
- Coordinated with regional distributors to resolve location-specific issues, enhancing partnership efficiency.
- Processed payments and supporting on-time collections.
Customer Service Representative (Telecommunication, UK)
Eastwood City
01.2013 - 06.2016
- Provided general and billing support for UK telecom clients, resolving bill disputes and troubleshooting mobile data issues.
- Managed inbound calls, escalating complex cases.
- Collaborated with technical teams to reduce repeat inquiries.
Collection Specialist
Accenture Inc.
09.2012 - 12.2012
- Monitored invoice reports and vendor account statuses, facilitating timely payments via calls, emails, and faxes.
- Processed payments and updated records, achieving high collection rates on overdue accounts.
- Generated daily outcome reports to track progress.
Collections Specialist
Interactive Technology Solutions Inc. (Sun Cellular)
06.2009 - 03.2012
- Conducted outbound calls to resolve overdue accounts, negotiating settlements to recover balances.
- Processed payments, managed auto-debit updates, and escalated complex cases for resolution.
- Maintained detailed records, contributing to improved collection efficiency.
Customer Service Representative
Interactive Technology Solutions Inc. (Sun Cellular)
05.2008 - 06.2009
- Delivered billing support for postpaid and prepaid users, addressing inquiries to enhance retention.
- Processed transactions and assisted with account setups, ensuring accuracy.
Customer Service Representative
Philippines Pizza Hut Inc.
02.2004 - 03.2008
- Coordinated delivery and pickup orders with branches to ensure timely fulfillment and enhance customer satisfaction.
- Confirmed orders through outbound calls, minimizing errors and streamlining operations.
- Facilitated branch coordination for regional logistics, ensuring seamless service delivery.
Education
Bachelor of Science in Commerce - Business Management
Arellano University
Manila03-2001
Skills
Core Competencies
- Accounts Receivable (AR) Management
- Payment Negotiations
- Credit analysis & risk assessment
- Account Reconciliation
- Debt Collection, Bad Debt Recovery Strategies
- Cash Flow Management
- Cross-Functional Stakeholder Collaboration
Technical & Software Proficiency
- Salesforce
- Oracle Cloud
- Credit Safe / Siebel
- Power BI
- Microsoft Outlook
- MS Teams / Zoom
- Microsoft Excel
Timeline
Credit & Collection Analyst
Accenture Inc.
03.2023 - Current
Chat Support Specialist (Energy Retail - Australia)
Accenture Inc.
04.2020 - 02.2023
Customer Service Associate (Energy Retail - Australia)
Accenture Inc.
07.2016 - 03.2020
Customer Service Representative (Telecommunication, UK)
Eastwood City
01.2013 - 06.2016
Collection Specialist
Accenture Inc.
09.2012 - 12.2012
Collections Specialist
Interactive Technology Solutions Inc. (Sun Cellular)
06.2009 - 03.2012
Customer Service Representative
Interactive Technology Solutions Inc. (Sun Cellular)
05.2008 - 06.2009
Customer Service Representative
Philippines Pizza Hut Inc.
02.2004 - 03.2008
Bachelor of Science in Commerce - Business Management
Arellano University