Lawrence Telson Paiva

• Executed UAT and BRT for enhancement deployments in S4 HANA for collections, cash applications, and invoicing departments in NR4 and NR7 systems.
• Identified critical improvement areas and implemented strategies through Agile and Kaizen initiative.
• Managed automation and change processes, achieving 57% efficiency increase.
• Streamlined processes, resulting in 83.7% faster delivery times.
• Developed KPI and metrics dashboard to enhance performance visibility for management.
• Delivered training and support on AR best practices to junior staff.

• Executed user acceptance testing and business readiness testing for enhancement deployments in S/4 HANA.
• Tracked KPIs, including DSO and ADL, for account reduction and global collections tool compliance.
• Managed a portfolio valued over $500 million, including key customers like Tesla, Amazon, Adidas, Starbucks, and Crocs.
• Compiled rollover reports focusing on significant movements within aging bucket levels.
• Facilitated discussions with internal and external stakeholders regarding account performance and future business projections.
• Contributed to projects aimed at optimizing dispute-accepted invoice imports and improving cash customer CSOPs using agile methodology to achieve objectives.
• Acted as a super user to connect technical insights between product and project teams while training business users on software implementations such as SAP S/4HANA, Artemis, Comet, and AFLs.

• Achieved top team performance with a 552 MY PIE score, including external case results of 93% ISR and 90% FCR.
• Consistently excelled in CSAT, receiving multiple management accolades for outstanding service.
• Implemented Agile methodologies to enhance CSAT D2A and streamline invoice clearance for clients such as Gap, Adidas, and Amazon BDP.
• Provided comprehensive cross-training for CX and D2A processes to improve operational efficiency.
• Conducted training sessions for new team members while clarifying existing processes.
• Received numerous awards including Propeller Award, Extra Mile Award, and Start Award for exceptional contributions.
• Led cross-functional teams to establish and promote best practices throughout service operations.
• Developed training materials to assist staff in adapting to new procedures.

• Persuaded client to increase FTE billing from 48 to 69 through additional work volume.
• Implemented online tracker software to automate work assignments and populate reports.
• Managed training sessions and prepared documents for external audits and certifications.
• Facilitated handover of work from Medac Anesthesia business partners and ATI Holdings Inc.

• Oversaw team of 7 employees to enhance operational efficiency.
• Secured $52,000 in client contracts during initial month of service.
• Implemented policies and cost control measures to optimize operations.
• Conducted employee training on HIPAA, DHHS, and CMS compliance standards.
• Established process flows and key result areas (KRAs) to maximize client satisfaction.
• Initiated certifications for ISO/IEC 27001:2013 and ISO 9001:2015 to elevate company standards.
• Restructured billing processes to ensure profitability after adjusting rates per FTE.

• Promoted to lead enrollment analyst within five months of tenure.
• Oversaw sensitive clients with a combined annual turnover exceeding $80 million.
• Implemented process improvements that boosted team productivity by 35%.
• Served as primary contact for all client-related concerns and industry updates.
• Proposed innovative billing management strategies, increasing annual client revenues by $1.6 million to $2.8 million.