Monalisa Massey

Professional Summary
Results-driven Accounts Receivable and Collections professional with experience in managing customer accounts, recovering outstanding payments, reducing delinquency, and improving cash flow. Skilled in customer negotiations, dispute resolution, payment follow-ups, aging analysis, and CRM/ERP systems. Proven ability to achieve collection targets while maintaining positive client relationships.

• Negotiated payment arrangements and settlement plans to maximize recovery rates.
• Reviewed aging reports, prioritising high-risk delinquent accounts for targeted collection efforts.
• Investigated and resolved invoice, billing, and payment disputes in coordination with internal departments.
• Maintained accurate records of customer interactions, payment commitments, and collection actions in CRM systems.
• Collections Specialist / Accounts Receivable Executive
• Key Responsibilities

Managed end-to-end collections activities for a portfolio of customer accounts, ensuring timely recovery of outstanding payments and reduction of overdue balances.

Consistently achieved and exceeded monthly collection targets, contributing significantly to cash flow improvement and reduction in Days Sales Outstanding (DSO).

• Negotiated payment plans and settlement agreements while maintaining positive customer relationships and maximizing recovery rates.
• Recovered high-value outstanding receivables and consistently ranked among top performers in collections.
• Improved collection efficiency through proactive account management and effective negotiation strategies.
• Followed up with customers via phone calls, emails, and written correspondence to secure payments and resolve billing disputes, enhancing customer satisfaction and retention.
• Analyzed aging reports, prioritized delinquent accounts, and implemented strategic collection actions based on risk assessment.
• Coordinated with sales, customer service, and finance teams to investigate account discrepancies, leading to expedited payment resolutions.
• Maintained accurate collection records, account notes, and payment commitments within CRM and ERP systems.
• Prepared management reports on collection performance, recovery trends, bad debt exposure, and portfolio health.
• Monitored compliance with company policies and regulatory requirements during all collection activities.
• Identified and implemented process improvements that streamlined collection activities and maximised cash recovery.

• Reduced overdue receivables by maintaining strong customer engagement and timely follow-up processes.
• Contributed directly to increased organizational cash flow by accelerating payment recovery and minimizing bad debt exposure.
• Genpact India Private Limited as Process Developer (PD) worked in Order to Cash (O2C) majorly in Collections - Collections Specialist / Accounts Receivable Executive
• Key Responsibilities:

• Coordinated with donors and performed data analysis to identify errors, ensuring data integrity and enhancing donor relations.
• Assessed donor requirements to improve engagement strategies.
• Sent daily email updates to donors, including journals and newsletters, to keep them informed and engaged with organisational activities.
• Entered donation forms, including cheques, NEFT, and online transfers, into internal software to maintain accurate financial records.
• Edit and proofread details and other related information to ensure accuracy, clarity, readability, consistency with company guidelines and standards.

• Maintained data, coordinated with members, and conducted research to support operational effectiveness.
• Coordinated information according to company standards and formatting requirements.
• Edited and proofread materials to ensure accuracy, clarity, and consistency with company guidelines.
• Analyzed restaurateurs' requirements, gathered outlet lists, and compiled relevant documentation to address main concerns.