Customer Service Manager
Resume:
Christopher Millspaugh
Chicago, IL 60640
773-***-****//*************@*****.***
[ Experience ]
OPERATIONS MANAGER
Appletree Answering Service // Chicago, IL
January 2011-Present
Responsible for all biweekly payroll
Managed five customer service managers; including performance review,
ensuring they meet daily, weekly, and monthly objectives
Managing and training of 65 front line Customer Service Representatives
Managed work of all subordinates and ensured proper handling of a high
volume of calls at call center
Ensure payables are paid in a timely manner
Ensure receivables are collected promptly
Maintain service levels that are set by the director of operations
Provide for a system of management cost reports
Hire, training, maintain, scheduling and termination of employees
Reduced customer attrition to under 7% annually prior to this the lowest
was consistently over 18%
Negotiating contracts for current, and new customers
Monitored call center operations and ensured high quality of services
Provide financial analyses as needed
CONTROLLER
Saxbys Coffee Worldwide, Coffee Shops International // Conshohocken, PA
January 2010 - January 2011
Responsible for all financial aspects of both organizations
Work with the outside accounting firm to ensure timely completion of the
annual audit
Ensure payables are paid in a timely manner
Ensure receivables are collected promptly
Provide for a system of management cost reports
Issue timely and complete financial statements
Maintain an orderly accounting filing system
Manage the production of the annual budget
Provide financial analyses as needed
Maintain a documented system of accounting policies and procedures
Weekly cash forecasting and budget analysis
Weekly royalties calculating, and reporting
Responsible for all transactional banking relationships
SENIOR CORPORATE ACCOUNTANT
Associated Marine Institutes // Tampa, FL; Yardley, PA
October 2005 - November 2009
Month-end closing for seven subsidiary companies- supporting
documentation for accruals and supporting schedules for the monthly
financial statements
Preparing all financial statements for year and month-end close
Analyze financial statements for budget variances, and trend variances
Assist in budget preparation, annual and quarterly audits
Payroll for all subsidiary companies
Supervise six direct reports, yearly performance reviews for those direct
reports and cross train new accounting personnel
Prepare rent schedules for all subsidiary companies
Updating tracking and depreciation of all fixed assets
Petty cash, bank,GL and American Express reconciliations
STAFF ACCOUNTANT
Pyramid Healthcare Solutions // Clearwater, FL
October 2003 - November 2005
Month-end closing. Assisting in preparation of financial statements,
accruals, and other journal entries
Bank and account reconciliations
Payroll, tax payments, and state & federal garnishment payments
Reviewing posting and payments of A/P
OPERATIONS DIRECTOR
Crompco Corporation // Herndon, VA
January 1998 - August 2003
Contract negotiation for new and existing clients
Maintaining 300 personal environmental certifications
Nationwide training of oil company and environmental testers
All in-house accounting for southern division
Managed 40 environmental testers; including scheduling performance review,
and maintaining their certification testing
Implemented new processes to ensure the highest level of customer service
and retention
Ensure all testing results were within state and federal guidelines
Scheduling all third party contractors and ensuring all repairs were
completed in a timely manner, and repairs passed federal and state
regulations
[ Education ]
B.A ACCOUNTING, MARKETING, FINANCE
University of Tampa // Tampa, FL
8/2003-5/2006
[ Technical ]
Software experience:
Great Plains, Datapro, JD Edwards, MAS90, Peoplesoft, QuickBooks,
Salesforce(HRIS & CRM System)
Advanced knowledge of Excel, Word, and other MS Office programs
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