Customer Service Accounts Payable

Susan Stagliano

508-***-**** ady5pq@r.postjobfree.com

SUMMARY

Skilled at developing collaborative relationships, gaining consensus from cross-functional groups and enlisting the participation of team members to drive positive project outcomes. Possess superior organizational skills with the ability to meet deadlines on time and within a budget.

Areas of Expertise

Budgeting

Account Management

Project Management

Process Improvement

Relationship Management

Training/Development

Contract Negotiations

Accounts Payable and Receivables

Human Resource Management

CRM/Salesforce

Professional Experience

Savant Systems Hyannis, MA 2019- 2023

Inside Sales (Eastern US, Latin America and Caribbean)

Support the Eastern US, Latin America, and Caribbean with a current revenue of $37M in a competitive market. Identify new prospects, and consistently deliver top-quality customer service. Record of elevating sales while adding efficiency by understanding client needs, issue resolution and provide product knowledge to cross sell new products.

Met quarterly goals over the past 4 years by proactively reaching out via phone and email to over 200 clients a month in regards new promotions and incentives.

Work with East Coast Sales Managers on new account set up, annual agreements, returns and general support for over 1400 accounts.

Partner with sales team to convert 100 pre-qualified leads per year and generate over $500K in new business.

Collaborate with Operations to develop new policies and enhance existing procedures that successfully improved the quality of customer service.

Managed the onboarding process which includes preparing contracts for signatures, internal system set up of client, order entry and training on the community and store.

Successfully utilize Salesforce in managing customer base, developing account relationships and reviewing buying history which led to an increase of 15% in sales opportunities.

Educated new and existing clients on Savant products by providing supplemental training which resulted in a significant increase in product adoption.

Develop strategies to assist clients in meeting quarterly goals for the past 4 years.

M.D. Stetson Co., Inc. Randolph, MA 2016-2018

Operations Advisor

Responsible for providing executive operational support for a $20M company. Implement internal controls of the business, such as policies, procedures, and processes to improve workflow of deliverables. Develop new ideas on how to improve the operations group.

•Provide audits of corporate key function including evaluating the operational activities, current policies and procedures resulting in 25% increase in employee productivity within 7 months.

•Implemented account receivable procedures to ensure payments in a timely manner resulting in collecting $1M of unpaid invoices within 4 months.

•Implemented new operational software system for entire organization.

•Managed the accounts payable month end process which includes reconciliation of bank statement, monthly vendor invoices and rebates to ensure invoices are handled within the same month resulting in a 10% increase in cash flow.

BCD Travel, Charlotte NC (Time Warner Cable) 1997- 2015

Account/Operations Manager, Charlotte NC/Virtual (2005- 2015)

Operations Manager, Stamford CT (2002-2005)

Overall responsibility for the corporate travel operations and account management for Time Warner Cable (the client), a $15M account which included telephone service levels, budget and cost management, quality service delivery, client retention, employee development, process/policy adherence, financial reporting and ensuring contractual obligations are met.

•Facilitated all aspects of the human resource function including consolidation of Stamford, CT travel office to Charlotte, NC within 3 months, hiring, training, retention and development of corporate travel agents.

•Implemented and managed annual RFP process for hotel program resulting in savings of $500K.

•Presented annual business review to client by utilizing financial reports, industry research and competitive analysis to retain account for 17 consecutive years.

•Managed contractual service level agreements (SLA) and monthly Key Performance Indicators (KPI) resulting in successfully meeting business objectives.

•Coordinated with other organizational units to create and monitor monthly financial reports resulting in maximizing profits and minimizing transaction costs.

•Work with finance team to prepare and present yearly operational budget and monitored monthly performance trends to budget.

•Negotiated contractual relationship with airlines, hotels and car rental vendors to reduce costs for client.

•Collaborated with client on the design, development, and execution of online booking tool resulting in a 75% adoption rate within a 6-month time period.

•Responsible for driving productivity and making the necessary adjustments to the operation to ensure efficiency including monitoring daily service level reports and adjusting travel agent schedules to ensure 100% coverage.

Education and Certifications

Associate of Science, Criminal Justice

Akron University, Akron, OH

Associate of Science, Paralegal Degree Bridgeport University, Bridgeport, CT

Six Sigma, Account Management,

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