GLADYS ORTIZ

• Provide advanced customer service and account support to taxpayers, residents, businesses, and
other stakeholders regarding real estate, personal property, motor vehicle excise, water and sewer,
and related accounts; oversee customer service standards and resolve escalated issues.
• Supervise, direct, and cross-train Revenue Collections Office staff; manage workflow, assign and
prioritize work based on staffing needs and operational demands, and step in to resolve issues that
require senior-level intervention.
• Process departmental payroll, including tracking and recording sick, vacation, and personal days for
Revenue Collections staff.
• Coordinate cashiering operations, payment processing, daily cash drawer balancing, cash-out
documentation, account research, and customer account adjustments; monitor the cash booth and
review related reports.
• Review and approve account corrections, adjustments, transfers, and related account updates in
accordance with established procedures; review and correct the work of subordinate staff as needed.
• Coordinate monthly Deputy Collector fee payments and related activities with the outside Deputy
Collector.
• Support the development and completion of the Annual Tax Billing Timeline Schedule in coordination
with the Assessing and Budget departments.
• Reconcile MUNIS Real Estate, Personal Property, and CPA commitments to the Final Tax Recap.
• Coordinate the issuance, collection, and administration of semiannual real estate and personal
property bills and delinquent notices, monthly water and sewer bills, motor vehicle excise
commitments, delinquent notices, and related collection activities.
• Generate and maintain delinquent account records, delinquent files, and short title tax files in
accordance with established schedules and legal requirements.
• Generate year-end revenue and receivable reports from MUNIS and coordinate responses to
requests for information from external auditors.
• Coordinate the placement of nonrenewable holds on licenses and registrations with the Massachusetts
Registry of Motor Vehicles for unpaid motor vehicle excise accounts; manage and clear RMV
markings, including submitting updates through the RMV system.

• Troubleshoot and resolve issues in MUNIS, InvoiceCloud, and other revenue collection systems;
identify and correct errors in the work of others.
• Coordinate water and sewer abatement processing and the issuance of refunds across real estate,
personal property, motor vehicle excise, and water and sewer accounts.
• Monitor bulk payments from tax service providers and resolve related account discrepancies.
• Oversee municipal lien certificate generation, customer correspondence, account research, and
problem resolution.
• Coordinate Registry of Deeds recordings, redemptions, takings, and related documentation, as
assigned.
• Oversee the disbursement of funds for the City of Cambridge Scholarship program.
• Maintain, review, and update Revenue Collections Office policies, procedures, and related
documentation; ensure MGL compliance across office operations.
• Assist City departments with accounting, financial, revenue collection, and system-related inquiries.
• Perform related duties as required.

• Provide outstanding customer service to residents, companies and attorneys over the phone and in person. Act as Liaison between the Finance Department and other City Departments.
• Construction Contract Maintenance. Review contracts, request purchase orders and change orders as needed. Maintain PO spreadsheet with invoice data for each vendor and project.
• Process six quarterly water bill cycles, and weekly final water bill cycles. Apply the Senior Discount annually.
• Lead the quarterly Sewer Abatement process. Obtain and analyze meter read data to calculate quarterly sewer abatements. Coordinate with other City Departments regarding account maintenance. Communicate with Sewer Abatement clients regarding billing questions.
• Oversee and manage the Tax Title process, all correspondence, prepping, advertising and recording of Liens. Maintain meticulous records.
• Responsible for the printing and mailing of weekly vendor checks, fuel assistance, checks and fire victim payments.
• Accurately input entries into QuickBooks.
• Respond to all emails in the Treasurer's Inbox in a timely and professional manner.
• Other duties as assigned by the Assistant Finance Director.

• Answers telephones and in person inquiries, prepares and mails outgoing correspondence, interprets policies, rules, regulations of the department.
• Assist with processing municipal lien certificates.
• Maintain daily cash draw & process high level of cash transactions.
• Assist with understanding all outstanding real estate invoices, utility bills (such as, water/sewer) personal property tax bills, general billing.
• Assist Tax Collector with processing of Certificates of Redemption/Notarize Certificate of Redemptions for City Treasurer.
• Assist with all parking violations/payments/how to appeal process/manual entry in passport.
• Work with 3rd party vendor (Kelley & Ryan) for all overdue excise tax bills.
• Follow all privacy laws for customer confidentiality.
• Any other responsibilities provided by Controller.
• Reconciliation of cash draw and balance out end of shift.

• Manage all billing processes and generate customer invoices.
• Ensuring billing has proper POs for processing of invoicing.
• Processing of payroll for 150 employees (ADP).
• Ensure all PTO is calculated and paid out for all terminated employees.
• Processing of mileage reimbursement.
• Reconciliation of cash clearing accounts.
• Work closely with billing coordinators to ensure all work orders are billed in a timely manner.
• Ensuring all deadlines are met.
• Assist with implementation of rules and regulations.
• Manage all work order rate sheets (ratings of prevailing wage jobs).
• Work closely with Sales Reps to make sure work orders are being submitted for processing in a timely manner.
• Manage all work orders un-billed for the month, and work closely with the CEO to make sure all deadlines are being met by SaleReps.
• 3rd party billing (Quick Books, Great Plains, SOPS).
• (Backup)Accounts Payable apply all invoices to the correct GL, obtain PO#. (2-way 3-way match).
• Manage and follow up on all collection accounts.
• Processing of worker comp claims.
• Work side by side with HR and explain health benefits/401K/FSA/HSA.
• Ensure all invoices from ECRS to PFML for new tax deductions.
• Work side by side with HR manager for all terminated/new hires paperwork, background checks, scheduling of drug screenings/MASDOT and ensuring employee confidentiality.
• Work side by side with Operations to ensure all policies and controls are being met.
• Coordinate all company functions.
• Work part time in the field as a helper for any Moving/Decomm/Install jobs.
• Work order entry for ongoing projects.
• Job fairs/networking events.
• Assist with dispatching guys in the field and distribute job detailed paperwork.
• Work closely with subcontractors for scheduling movers/installers for overbooked jobs.
• High volume of Sales/Operations interaction.
• High volume of problem solving.
• Any other responsibilities provided by Controller/CEO.

• Participate in training provided to the bank card administrators.
• Play the role of a primary contact between UniFirst & the Corporate Card provider.
• Receive & validate corporate card applications. Ensure that eligible staff sign the conditions for using the corporate cards.
• Process credit card applications.
• Receive & issue new cards to staff members. Sensitize cardholders to the use of cards.
• Train cardholders on how to use the Corporate Cards at the time of issue in accordance with the corporate policy and relevant operating instructions.
• Download daily and monthly corporate card transaction files, collaborate with the accounting department to integrate monthly transaction files into PeopleSoft.
• Receive service providers’ invoices and process payment. Follow up with AP to ensure that payment is made on time and in line with the signed framework agreement.
• Perform monthly identification & reconciliation of all outstanding transactions. (i.e. Missing expense account codes, or location numbers).
• Cover and provide necessary support of the PCard Admin mailbox.
• Introduce and monitor applications (set up new users, increasing the ceiling, unlocking cards, disputed transactions, resetting passwords etc.).
• Manage technical issues: (i) Manage & report incidents occurring during card use, and (ii) Help cardholders, capture daily metrics.
• Monitor the use/abuse of the cards and initiate corrective action, which may include suspension of card privileges.
• Propose solutions to improve process & ensure data integrity.
• Update corporate card information related to location transfers & terminations.
• Audit & monitor corporate card use ensuring all charges are eligible transactions that comply with travel & procurement directives and are in accordance with card policy & relevant manual.
• Report any fraudulent use of the corporate cards to the cardholder’s manager, AP Supervisor (and/or) Manager, and the Internal Auditing department.
• Follow up on transaction-related disputes charged to the cardholder or the corporate cards by the provider.
• Assess the provider’s service quality.
• Prepare monthly reports on P-card transactions. Perform regular & ad-hoc reporting as may be required or requested.
• Work closely with Staff, Managers, Accounting, Corporate & Services and others as needed.
• Manage, audit, and monitor fuel card program and report any fraud charges. (Over 4,000 active fuel cards & vehicles).
• Manage & document fuel card policies, procedures, and controls.
• Month end.

• Assist in Financial Audits.
• Process 150 invoices daily US, UK Inter-company, and International Invoices.
• PO Matching.
• Non-PO invoices are to be submitted for approval.
• Supplier/ Employee set up with attached W-9.
• Process employee expense report.
• Bi-Weekly check run.
• AP GL Account reconciliation.
• Handle all incoming calls and keep a great relationship with all vendors.
• Resolve any remittance or posting issues with Sr. Collections Analyst.
• Record in the General Ledger Outgoing Wires, ACH transactions and other bank transactions.
• Review and process all employee and non-employee expenses in SAP (manually).
• Software utilized: SAP, Image Silo, and Smart Data (Citizen’s banking system).
• Answered all vendor inquiries.
• Keep up to date on all vendor emails/inquiries. (mailbox).
• Tax accounts payable- handle all tax entries, check request.
• Review and resolve any discrepancies.
• Train new employees.
• Assist with implementation of new Concur System for all employee expenses.
• Review and make changes to AP policies with Director of finance.
• Processing of gift cards.

• Cash Applications. Process and accurately apply all incoming payments for all customer accounts from various sources including live Checks, Credit Cards, Electronic Lockbox, Wire and ACH Transactions.
• Process daily deposits to the Corporate Bank Account.
• MDS sweeps making sure all accounts in bank system match incoming cash amount and reconciled in IFS.
• Clear Supplier Checks in the General Ledger.
• Review and process all employee and non-employee expenses in Concur.
• Assist AP with processing of invoices- (approvals and coding on each invoice).
• Assist AR with reconciliation of past due accounts.
• Train all new employees with Concur and PeopleSoft.
• Assist in month end/year end.
• Supplier set up with attached W-9.
• Preparation of 1099.
• Assist in Financial Audits.
• Resolve any remittance or posting issues with Sr. Collections Analyst.
• Record in the General Ledger Outgoing Wires, ACH transactions and other bank transactions.
• Supervisor a group of 5 in AP and Billing.
• Process payroll and input direct deposit information in ADP.

• Reviewed all invoices for appropriate documentation and approval prior to payment.
• Processed full cycle accounts payable, 500 invoices weekly.
• Printed and obtained signatures on all AP checks, distributed assigned checks, prepared cleared checks for storage.
• Acted as liaison between corporate and branch accounts payable departments.
• Maintained all accounts payable reports, spreadsheets, and corporate accounts payable files.
• Assisted Corporate Financial Officers and branch personnel.
• Assisted in monthly closings.
• Software utilized: SAP, MS Excel.
• POs are to match each invoice, pricing, and quantity to match.
• Non-PO invoices are to be submitted for approval.
• Work with Controller on Check Run-Wire run on a weekly basis (mail-out checks).
• Match all invoices to checks.
• Enter new vendor (W-9).
• Check for all outdated W-9 and obtain updated form.
• Preparation for 1099.
• Work with purchasing to get accurate information for Supplier invoices (Hot Ticket) processed for payment or can stop all production.
• SOX Compliance.
• Sunshine Act.
• Work with Accountant Manager to process IRS payment request and to ensure being sent in a timely manner.
• Ensure all invoices have not been paid twice (investigate each invoice before submitting for payment).
• Month end accruals/ year end.

• Verified Insurance through Emdeon, familiar with ICD-9 code.
• Billed out on third party insurance and addressed Medicare/ Medicaid appeals for non-paid claim.
• Reviewed all invoices for appropriate documentation and approval prior to payment.
• Printed and obtained signatures on all AP checks.
• Distributed assigned checks as required.
• Prepared garnishment checks per reports from payroll.
• Acted as liaison between corporate and branch accounts payable departments.
• Maintained all accounts payable reports, spreadsheets, and corporate accounts payable files.
• Assisted Corporate Financial Officers and branch personnel as necessary.
• Prepared cleared checks for storage.
• Processed all Insurance and Patient Refunds.
• Assisted in monthly closings.
• Prepared analysis of accounts.
• Performed filing and coping.
• Software utilized: QuickBooks, MS Excel, Emdeon.
• Month End.