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Customer Service Manager

Location:
Texas
Posted:
January 22, 2015

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Resume:

Zachary Blake abk7b3@r.postjobfree.com

**** ** ***** ******* ***: 405-***-****

Edmond, OK 73013

Experience:

• A detailed, results oriented professional with experience in credit analysis; accounts receivable management; client

service; sales and operations.

2012-Present Carlisle FoodService Products Oklahoma City, OK

Director of Credit, Collections and Customer Service

• Directed the overall global corporate credit processes for a $255MM revenue business with a staff of 16 which

included credit analysis, billing, cash applications, deduction processing, collections, litigation and securitization.

Responsibilities included the U.S., Canada, Latin America, EMEA, Asia and the Caribbean

• Directed a customer service staff of 27 which included inbound and outbound call management, order entry, web

site management, EDI order flow, credit card processing and other customer service related functions.

• Responsible for negotiation with 3rd party collection agencies, D&B contracts, litigation expenses, lock box and

credit card merchants.

• Maintained full P&L responsibility of department, reporting directly to the CFO.

2008-2012 The Coleman Company, Inc. Wichita, KS

Corporate Credit Manager

• Managed the overall global corporate credit processes for a $1.6B revenue business with a staff of 12 which

included credit analysis, cash applications, deduction processing, collections, litigation and securitization.

Responsibilities included the U.S, Canada and Latin America.

• Responsible for monthly and quarterly AR forecasting.

• Approved all customer vendor agreements, credit limits and terms of sale.

• Spearheaded electronic credit application processing to utilize automated scoring model to establish customer risk

metrics used in managing collection efforts, order hold time frames and terms.

• Led a successful continuous improvement project to automate cash application. Process led to same day cash

posting, more accurate deduction records and reduced headcount.

• Developed an electronic continuous credit monitoring system and past due call scheduling processes for entire

portfolio.

• Reduced DSO by more than 12 days and overall deduction totals by more than 60%.

• Directly responsible for an increase of more than $18MM in EBITDA annually.

• Responsible for negotiation with 3rd party collection agencies, D&B contracts, litigation expenses, lock box and

credit card merchants.

• Maintained full P&L responsibility of department, reporting directly to the CFO.

2006-2008 HD Supply Corporation Orlando, FL

Area Credit Manager: Plumbing/HVAC Distribution Division

• Managed credit approval processes and collection activities for CO, KS, TX and FL. Portfolio carried a monthly

receivables base of over $45 million and more than 10,000 accounts.

• Managed a team of 18 in all aspects of credit management, collections and accounts receivable.

• Responsible for all department operational processes including, hiring, training, performance reviews and

collection agency/litigation outsourcing.

• Established credit lines and terms, managed order approval and maintained monthly reporting on DSO, currency

and other AR financial data.

• Ensured risk mitigation through collateralization and public filings including personal credit and background checks,

D&B reports, personal and cross-corporate guarantees, financial analysis, assignment of claims, letters of credit,

notice to owner, UCC filings, performance bonds, purchase money order security agreements and others.

• Guided outside council during litigation of insolvent and delinquent customers.

2002-2006 LSQ Funding Group, LLC/RMI, Inc Orlando, FL/Wichita, KS

Vice President- Credit and Operations Manager

• Responsible for determining credit lines and terms, approving orders and maintaining monthly reporting on DSO,

currency and other AR financial data.

• Directed attorneys and collection agencies on delinquency litigation and settlement.

• Ensured risk mitigation through contract negotiations, collateralization and public filings including personal credit

and background checks, D&B reports, personal and cross-corporate guarantees, bond filing, financial analysis,

assignment of claims, UCC filings and monthly tax lien searches.

• Established standard operating policies for an asset based lending facility in excess of $500 million.

• Managed a team of 15 in all aspects of AR, AP, cash application and revenue growth.

• Accountable for all aspects of internal operations including hiring, training, goals and reviews, corporate

presentations, budgeting and lease negotiation.

• Responsible for negotiating interest rates and pricing on both new and existing accounts. Increased annual

revenue for 2004 by more than $400,000 and 2005 by more than $750,000.

1 Marketed and packaged SBA 504 loans for the financing of commercial real estate and fixed assets.

2000-2001 Boise Cascade Corporation Orlando, FL

Regional Credit Manager: Building Materials Distribution Division

• Managed credit approval processes and collection activities for the Southeast United States.

• Assigned credit lines and terms based on information gathered from Dun & Bradstreet, NACM, Redbook and

financial analysis.

• Managed over 8000 accounts with a monthly accounts receivables base of over $50 million.

• Provided and maintained monthly statistics on aging currency, DSO and other accounts receivable financial data.

• Managed a team of 8 in all areas of accounts receivable, client service and cash application.

• Saved company over $2.5 million by forecasting a customer insolvency.

1996- 2000 The Dun & Bradstreet Corporation Denver, CO

Key Business Consultant: Information Resources Division- Nov 1999-Nov 2000

Investigations Consultant: Information Resources Division- June 1999-Nov 1999

Customer Investigations Consultant: Information Resources Division- May 1996-May 1999

• Determined and assigned capital credit ratings for use in financial and purchasing decisions.

• Conducted personal interviews with senior-level business executives throughout the Mid-west to compile corporate

background information, current operations, financial history and inter-company relations for use in credit and

financial decisions.

• Researched, developed and provided corporate profiles on new businesses for use in credit decisions. Information

included suits, liens, judgments and bankruptcy information.

• Investigated trade and bank references to establish information for commercial credit rating purposes.

• Performed needs identification through financial analysis and company profile evaluation.

• Utilized consulting skills to sell credit, collections, marketing, exporting and other industry specific business

solutions through both direct and indirect methods to senior executives within National accounts.

• Employed various sales techniques including SPIN selling to evaluate business needs and determine solutions for

high inquiry customers.

Awards & Recognition:

• 1998 and 1999 Best of the Best award winner with the Dun & Bradstreet Corporation.

• Finished #1 in Western Region Objectives for 1998 with the Dun & Bradstreet Corporation.

• 2009 and 2010 Chairman’s Award Nominee with The Coleman Company, Inc.

• 2014 Carlisle Leadership Program

Education and Affiliations:

• B.S. Business Administration, Tabor College

• Member of the National Association of Credit Management

• Member of the Commercial Finance Association

Computer Skills:

1 Microsoft Office, Excel, Access, AS400, Factorsoft, LMS, Eclipse, Oracle, SAP, High Radius



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