Nishma Patel
Matthews
Summary
Accomplished service operations leader with a strong record of driving organizational performance, elevating service delivery standards, and leading high‑impact teams within Assa-Abloy Entrance Systems. Known for transforming complex contract and billing processes into streamlined, data‑driven workflows that strengthen compliance, operational efficiency, and customer satisfaction. Progressed from Service Billing Specialist to NA Service Invoicing Manager through exceptional analytical capability, strategic thinking, and a commitment to operational excellence. Adept at guiding teams through change, fostering a culture of accountability and collaboration, and aligning service operations with broader business objectives. Recognized for executive‑level communication, cross‑functional influence, and the ability to deliver measurable results in dynamic, fast‑paced environments.
Overview
15
15
years of professional experience
Work History
NA Service Invoicing Manager
Assa Abloy Entrance Systems
Monroe, NC
11.2024 - Current
- Directed a 19 member team responsible for service invoicing, customer issue resolution, and cross functional coordination across North America.
- Oversee daily service workflows, ensuring timely delivery, issue resolution, and alignment with customer expectations and contractual requirements.
- Enhanced collaboration among departments to support revenue goals, reduce escalations, strengthen customer relationships and improve operational transparency.
- Manage escalated customer issues with a focus on rapid resolution, transparency, and long term satisfaction.
- Supported adoption of new tools, systems, and reporting methods to enhance visibility, streamline operations, and improve decision‑making.
- Developed team capabilities through coaching, training, and performance management, fostering a high‑performance culture.
Service Contract Supervisor US
Assa Abloy Entrance Systems
Monroe, NC
03.2023 - Current
- Generated detailed monthly and weekly reports to support contract maintenance, performance tracking, and operational visibility.
- Developed and implemented contract performance monitoring processes.
- Coordinated with cross‑functional departments to resolve issues related to contract execution, performance, and customer requirements.
- Identified areas of improvement in the contracting process through analysis of data from past projects.
- Maintained accurate records of all contracts within organization's database.
- Utilized various software platforms and tools to streamline workflows, optimize performance, and support continuous improvement initiatives.
- Pursued ongoing professional development through continuing education and advanced training to stay current with industry practices and organizational standards.
Service Contract Billing Admin
Assa Abloy Entrance Systems
Monroe, NC
03.2019 - 03.2023
- Issued invoices for service contracts and ensured clients were notified at least 30 days prior to billing deadlines, supporting timely payments and strong customer communication.
- Maintained contract compliance by reviewing account activity, identifying irregularities, and correcting discrepancies to ensure accurate financial records
- Managed and evaluated contract‑related financial data to support accurate reporting, informed decision‑making, and improved operational performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated effectively with a diverse group of coworkers to achieve departmental goals, address service‑related issues, and maintain smooth operational workflows.
- Provided guidance and support to colleagues, fostering a collaborative and positive work environment focused on shared success.
- Completed daily invoicing and administrative duties with accuracy, efficiency, and adherence to established processes and timelines.
Service Billing Specialist
Assa Abloy Entrance Systems
Monroe, NC
04.2018 - 03.2019
- Reviewed customer accounts to ensure balance accuracy, identify discrepancies, and correct irregularities before invoicing.
- Managed and analyzed financial and billing data to support accurate reporting and informed decision‑making.
- Prepared detailed, itemized invoices and recorded amounts due for services rendered or products purchased.
- Collaborated with cross‑functional departments to support operational needs, resolve issues, and maintain smooth billing workflows
- Investigated incorrect or disputed billings, processed adjustments and refunds, and ensured timely resolution of customer concerns.
Respiratory Therapist
Shelby Baptist Medical Center
Shelby, AL
08.2011 - 06.2017
- Administered respiratory therapies and treatments to patients with chronic respiratory conditions.
- Monitored patient progress and adjusted treatment plans based on clinical assessments.
- Collaborated with interdisciplinary teams to optimize patient care strategies and outcomes.
- Educated patients and families on respiratory health management and equipment usage.
- Conducted diagnostic tests, including pulmonary function testing and arterial blood gas analysis.
- Trained and mentored junior staff in best practices for respiratory care delivery.
- Managed ventilator support for critically ill patients in intensive care units, ensuring proper adjustments according to physician orders and clinical guidelines.
Education
Bachelor of Science - Health Sciences
University of Alabama At Birmingham
Birmingham, AL08-2011
Certification - Respiratory Therapy
University of Alabama At Birmingham
Birmingham, AL08-2011
Skills
- Task prioritization and workflow organization
- Cross‑functional collaboration
- Strong attention to detail and accuracy
- Effective time management
- Team leadership and staff support
- Idea generation and process improvement
- Data evaluation and process analysis
- Advanced analytical and problem‑solving abilities
Languages
Hindi
Native/ Bilingual
Gujarati
Native/ Bilingual
Timeline
NA Service Invoicing Manager
Assa Abloy Entrance Systems
11.2024 - Current
Service Contract Supervisor US
Assa Abloy Entrance Systems
03.2023 - Current
Service Contract Billing Admin
Assa Abloy Entrance Systems
03.2019 - 03.2023
Service Billing Specialist
Assa Abloy Entrance Systems
04.2018 - 03.2019
Respiratory Therapist
Shelby Baptist Medical Center
08.2011 - 06.2017
Bachelor of Science - Health Sciences
University of Alabama At Birmingham
Certification - Respiratory Therapy
University of Alabama At Birmingham