Nicole Baltimore
Snellville
Summary
Cash Management Supervisor with 10+ years of experience overseeing payment processing, cash application, reconciliations, and financial controls across large organizations. Demonstrated success in managing daily cash flow activities, maintaining compliance with SOX, and GAAP standards. Experienced in leveraging Zuora, Salesforce, Tableau, and Excel to drive automation, accuracy, and efficiency in financial operations. Skilled in leading cross-functional collaboration with Billing, Revenue Accounting, Treasury, and Deal Operations to enhance cash visibility, minimize variances, and strengthen internal controls. Proven ability to review and approve financial contracts, monitor account balances, and support month-end close with detailed reconciliations and reporting to ensure financial integrity and scalability.
Overview
29
29
years of professional experience
Work History
Cancellation Specialist
RentPath
- Reviewed and processed all customer, sales, and internal cancellation requests, ensuring accuracy and adherence to company policies.
- Evaluated early-termination requests under locked contracts, securing required approvals before execution.
- Collaborated cross-functionally with Legal, Finance, and Operations to ensure cancellation terms, credits, and adjustments were applied correctly.
- Provided timely status updates and communication to customers, Sales, and internal stakeholders.
- Contributed to the design of streamlined cancellation workflows to reduce turnaround time and improve customer satisfaction.
Customer Service Team Lead
RentPath
Norcross, GA
11.2014 - 06.2025
- Supervised and developed a team of 10 representatives, improving productivity and service quality.
- Answered 80 plus escalated calls monthly
- Provided customer service by taking inbound calls from client with Rental questions.
- Partnered with Accounting on billing reconciliations and credit approvals.
- Coordinated with Sales to validate contract accuracy and availability.
- Coordinated with the issuing card bank to ensure clients received visa reward cards.
Customer Service Representative
Quest Financial – RentPath
- Handled high-volume inbound calls, processed payments, and resolved billing disputes.
- Updated client records in Salesforce and MAX with precision and compliance.
Finance Specialist I
Rent Group
Atlanta, GA
11.2013 - 06.2025
- Processed and validated 500+ client contracts monthly in Salesforce, ensuring data accuracy across billing and financial systems.
- Reviewed and validated customer contracts for cancellations and billing, identifying and flagging non-standard modifications (e.g., crossed-out wording, stamps, handwritten notes) that could impact enforceability.
- Partnered with Legal and Compliance to obtain approvals on modified or non-standard agreements prior to cancellation or invoicing.
- Uploaded invoices via Coupa
- Executed and reconciled 15+ subscription and usage bill runs monthly in Zuora, ensuring accuracy and compliance with SOX controls.
- Maintained detailed audit trails for contracts, cancellations, and reconciliations to support compliance with corporate and financial regulations.
- Collaborated with Collections and Finance to confirm payment applications, manage credits, and ensure correct adjustments on cancellations.
- Partnered with Deloitte auditors to confirm billing accuracy and policy compliance.
- Generated recurring sales and billing reports in SFDC and Zuora to support leadership decision-making.
- Identified recurring issues and recommended process improvements, reducing errors and increasing efficiency across billing operations.
Customer Service Manager I
American Express
Fort Lauderdale, FL
03.2011 - 10.2013
- Exceeded monthly sales and service quotas through superior client relationship management.
- Handled billing questions, processed payments, and managed high-volume account inquiries.
- Averaged 90 calls daily while maintaining top-tier customer satisfaction ratings.
- Selected for American Express’s first Leadership Development Program.
Claims Representative I
CareFirst Blue Cross Blue Shield
Washington, DC
10.2010 - 03.2011
- Review, return, deny, or approve claims by comparing medical procedures against specific policy contracts and internal guidelines.
- Verify the accuracy of procedural (CPT) and diagnostic (ICD) codes.
- Investigate complex outpatient/facility denials, underpayments, and non-medical appeals.
- Respond to inquiries about coverage, out-of-pocket costs, and claim statuses via phone, portal, or written correspondence.
- Resolve system billing edits, Coordination of Benefits (COB) issues, and update patient/provider records.
Claims Representative I
Federal Emergency Management Agency (FEMA)
Hyattsville, MD
07.1996 - 03.2001
- Took a high volume of calls during and after a disaster to get all disaster survivors application into the data base for processing.
- Help navigate disaster survivors through the application process for federal assistance, verifying information, and updating case statuses.
- Answered inquiries and explaining available disaster assistance programs, eligibility requirements, and local or non-profit resources.
- Explained the SBA processes for individual that did not qualify for grant recovery assistance.
Secretary
Albany State Univerity
Albany, GA
08.2002 - 02.2004
- Answered all inbound calls from students and faculty with questions for the MPA department.
- Managed daily office operations, ensuring efficient workflow and organization.
- Coordinated scheduling for meetings, appointments, and events across departments.
- Maintained accurate records and files, supporting administrative functions effectively.
- Assisted in the preparation of reports and documentation for academic committees.
Education
Diploma - Criminal Justice
Atlanta Technical College
Atlanta, GASkills
- Billing Assurance & Invoice Processing (Zuora, Salesforce, MAX)
- Contract Review, Cancellations & Revenue Reconciliation
- ERP Systems, Order Management & SOX Controls
- Credit Balance Refunds & Lockbox Payment Application
- Tableau, Power BI & Advanced Excel Reporting
- Audit Compliance & External Auditor Coordination (Deloitte)
- Cross-Functional Collaboration (Sales, Legal, Accounting, Finance)
- Customer Service Leadership & Team Training
- Payment Application & Third-Party Collections
- Billing Systems: Salesforce, Zuora, MAX
- Reporting Tools: Power BI, Tableau, Excel (Pivot Tables, VLOOKUP, dashboards)
- Productivity Tools: Microsoft Word, PowerPoint, Access, Outlook
- Quality assurance
- PBX phone system
- CAD phone system
Timeline
Customer Service Team Lead
RentPath
11.2014 - 06.2025
Finance Specialist I
Rent Group
11.2013 - 06.2025
Customer Service Manager I
American Express
03.2011 - 10.2013
Claims Representative I
CareFirst Blue Cross Blue Shield
10.2010 - 03.2011
Secretary
Albany State Univerity
08.2002 - 02.2004
Claims Representative I
Federal Emergency Management Agency (FEMA)
07.1996 - 03.2001
Cancellation Specialist
RentPath
Customer Service Representative
Quest Financial – RentPath
Diploma - Criminal Justice
Atlanta Technical College