Maria Merrill

**** ******** ****** ***.

Las Vegas, NV 89178

702-***-**** Home

702-***-**** Cell

h0rvon@r.postjobfree.com

Highly motivated and accomplished leader with experience in operations, construction, customer service, budgeting, capacity planning, forecasting, Supervised collections/customer service representatives, acquisitions, strategic planning and development, technology development and third party relationships. Results oriented proven leader with success in strategic thinking/planning, decision making and problem solving, proven record of increasing revenue and profitability. Background demonstrates the ability to successfully develop highly innovative approaches to achieving business objectives. Collection responsibilities, human resources, sales, supply chain/warehouse, auditing for right to work, compensation and quality of work, setting up meetings, conferences and convention administrative leadership. Human resources analyst work performed. I did many years of Project management and handled all human resource responsibilities pertaining to front line employees and contractor employees.

Professional Experience

Caesars Entertainment - Las Vegas, NV 05/12 to Present

Credit Supervisor

Manage credit office operations, manage day-to-day operations productivity and performance against customer service level agreements, employee scheduling, new hire training, employee performance feedback, etc. Supervise credit application processing by credit clerks - including collecting consumer credit, bank, gaming credit reports, gaming activity and other information as needed to prepare a patron credit file. Updating credit information in customer CMS accounts. Scanning credit documents into optical storage system. Credit application evaluations, perform credit application evaluations, review consumer credit, bank, gaming credit research and other information as needed to determine credit worthiness and support the approval/denial decision. Handle escalation inbound telephone calls from internal/external customers regarding credit decisions. Special projects as assigned, process improve and supervise a staff of 18+ regarding day-to-day operations. Maintain filing system and reconcile AP/AR reports and responsibilities.

HSBC/Capitol One - Las Vegas, NV 01/12 to 05/12

Credit Underwriter

Underwriting for HSBC Credit Cards and Sport Vehicle equipment. Review customer credit bureau's/scores to make a credit underwriting decision. I take customer escalation calls, and provide customer service by way of telephone for internal/external customers calling regarding credit card accounts.

Unemployed 08/11 to 01/12

Clearwire - Las Vegas, NV 01/11 to 08/11

Billing & Change of Responsibility Manager

I managed and provided leadership to 24+ employees, develop, motivate, coach and lead for success in a team environment. Developed department processes, implemented new hire curriculum and on a daily basis work to improve efficiencies that impact overall performance metrics. Interview, couch, counsel and deliver corrective actions in accordance with company culture, processes, & practices, and within applicable employment laws/regulations. Reduced paperwork and tracked individual employee productivity to ensure transaction reduction and first contact resolution. Accounts payable experience. I have Oracle database experience. Address escalated customer issues in a responsive, timely and accurate manner to achieve maximum customer satisfaction. Developed new incentives/contests and provided motivation that helps build a positive yet competitive work environment amongst all team members. Managing a group of employees that handle inbound telephone calls for customers requesting or inquiring on how to proceed with a change of account responsibility. I was also a Project Manager in my leader roles.

On Severance pay from Cox Communications from 11/10 to 03/11

Cox Communications – Las Vegas, NV 06/02 to 11/10

Administrative Supervisor (Residential & Commercial)

Technical Supervisor/Dispatch/Communication Supervisor/HRIS Analyst

Credit/IT-MIS Supervisor-PPV& Sales

Customer Service Front Counter Manager

Supervised a department consisting of 18+ employees, strategic planning, purchasing, knowing technology changes, and new software developments and overseeing monthly financial reports, employee evaluations for 18+ nonexempt employees, whose responsibilities include verifying invoices invoice accuracy, printing, faxing, and scanning invoices. Also responsible for bottom-line factors including budget, forecasting, capacity planning and run and review many departmental results. Responsible for contracts and the file room. Collections, lein/lien releases, sales responsibilities, reviews and approves new/in progress construction project budgets and designs. I have employee payroll processing, collections, AP & AR and warehouse experience. Warehouse inventory control. Responsible for legal documents and file room.

Key Accomplishments:

• Created and implemented several new workflow processes to ensure all internal requests were completed

• Reduced lost paperwork and tracked individual employee productivity to ensure transaction reduction and first contact resolution

• Worked on as many as 75 commercial and hospitality special projects and one time

• Created a results-driven and more responsive department resulting in increased production

• Planned, tested, trained and implemented several new processes in the construction department

• Implemented several new reporting tools and tracking metrics for the construction department

• Partner with internal/external customers regarding construction process and project completion

• Warehouse and inventory control responsibilities

• Created project budgets and monitored and managed all accounts payables/receivables

Previous Employers:

Cox Communications-Las Vegas, NV (81/2 years)

Administrative Supervisor

Field Service/SOC Dispatch Supervisor/Sales

Payment Center Supervisor/Sales

Credit/IT/MIS Support Supervisor

Ford Motor Credit – Henderson, NV (6 months)

Title Room Supervisor (Temp)

Wells Fargo Bank – Las Vegas, NV (4 years)

Credit/Sales & Service Supervisor, Data Entry Supervisor

Payment Center Supervisor/Sales

Interim Credit Manager

Citibank N.A. – The Lakes, NV (13 years)

Front Counter Supervisor/Sales

Business Travel Agent

Credit/Sales/Retention Supervisor/Sales

EDUCATION:

High School Diploma – Bolingbrook High School Graduated

AWARDS:

CITIBANK N.A.

5 Years perfect attendance

Citigroup Quality/Service Excellence Award

Citigroup CitiStar Leadership Award

"Customer Service" trip winner to New York (5/98)

Many years perfect attendance

WELLS FARGO BANK

25 "Heroes Then, Heroes Now"

Employee of the Month two times

Perfect Attendance - 25 months

“Heroes” trip winner to San Francisco (6/01)

COX COMMUNICATIONS

Two L.E.A.P. Awards (2004)

Over 60 months perfect attendance

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