Customer Service Manager
Resume:
CAROL ANDREWS
Claremont, CA 91711
Cellular 951-***-**** . Email: *****************@*****.***
CREDIT / COLLECTIONS / ACCOUNTS RECEIVABLE MANAGER
Results oriented Credit Manager with 20 years experience in business-to-business credit/collections/accounts receivable.
Achieved corporate objectives in fast-paced, growing organizations by implementing innovative, intelligent solutions that
maximized profitability, productivity, and efficiency. Strengthened client relations to support company growth while
exceeding cash flow goals. As a manager supervising staff, improved results, raised morale, and provided strong
leadership by demonstrating a progressive management style. Committed to maintaining the highest standards of
excellence, integrity and professionalism.
EXPERIENCE
THE RUBICON PROJECT, Los Angeles, CA 6/09 to 3/11
The Rubicon Project’s technology platforms power the industry’s largest global online advertising marketplace, maximizing audience
reach to monetize publisher inventory while providing premium inventory to demand sources. Clients include 250 publishers and 500 ad
networks, 70% domestic and 30% international, with revenue exceeding $100 million annually.
CREDIT, COLLECTIONS, ACCOUNTS RECEIVABLE AND BILLING MANAGER
Successfully managed all aspects of credit, billing, accounts receivable, and collections with a minimal staff of two associates.
• Measurably improved cash flow and collection results, reduced credit risks, minimized losses, improved client relations, and created
departmental structure.
• Maintained optimal results as revenue grew from $50 to $100 million in 12 months with minimal headcount.
• Reduced days sales outstanding (DSO) from 62 to 56 days within the first three months.
• Exceeded cash flow goals, which improved aging percentages and reduced 90+ balances by more than half.
• Minimized credit risks by establishing a credit ratio and evaluation model, and initiating other investigative measures.
• Reduced revenue losses, increased cash flow, and improved publisher relations by instituting revenue verification at billing.
• Recovered overpayments exceeding $750,000 erroneously issued to NBC, Washington Post, Gannet and other publishers.
• Reduced payment turnaround by expediting reconciliations and resolving billing disputes in record time.
• Reduced cash application turnaround to one day, and posting errors to less than 1%
• Absorbed 100% revenue growth with minimal headcount by designing and implementing effective policies and procedures.
• Developed aging comparison, cash receipts, and other reports to measure cash flow and collection results.
• Worked closely with the CFO, Finance Manager, and VP of Operations to create processes to improve work flow.
• Improved morale by demonstrating a progressive and participative management style and promoting a teamwork environment.
• Enhanced client relations through improved communication and rapid response to clients’ needs.
• Closed A/R at month-end eight days earlier than historically accomplished, with accuracy and consistency.
HALEX CORPORATION, Pomona, CA 11/05 to
6/09
Halex is a leading manufacturer of flooring installation products headquartered on an eight acre site in Pomona, California. Customer
base is comprised of 250 distributors, 90% U.S. and 10% abroad, with revenues exceeding $80 million annually.
CREDIT, COLLECTIONS, ACOUNTS RECEIVABLE MANAGER
Successfully managed all aspects of credit, billing, accounts receivable, and collections.
• Dramatically improved collection results, reduced credit risks, improved customer relations, and created departmental structure.
• Markedly increased cash flow through creative methods that improved payment turnaround while benefitting clients.
• Measurably improved the aging: Increased the current column from 78% to 91% and reduced 90+ balances from 4% to 0%.
• Reduced DSO from 41 to 29 days, compared to the industry benchmark of 54.
• Reduced bad debt write off from 2% to nearly 0%.
• Reduced losses by $250,000 annually by correcting FX conversion rate that sales applied to foreign client quote sheets.
• Reduced risks by creating credit ratio and evaluation models to ascertain credit standing for new and existing clients.
• Developed aging comparison, cash receipts, and other reports to measure collection results.
• Performed below budgetary plan by eliminating the need for additional staff by handling all aspects of A/R personally.
• Worked closely with the CFO, Controller, Finance Manager, and Sales Manager to create processes to improve work flow.
• Closed A/R at month-end six days earlier than historically done, consistently and without errors.
Carol Andrews – Resume Page 2
PRIMEDIA, INC. / PETERSEN PUBLISHING, Los Angeles, CA 6/99 to 6/05
Primedia is the nation’s largest targeted media company, and the primary special interest publisher in the United States. Events and
Advertising for the Los Angeles office generated approximately $240 million in revenue annually.
SENIOR CREDIT AND COLLECTIONS ASSOCIATE – ADVERTISING
Dramatically improved collection results and improved profitability for various high profile magazines including Motor Trend, Hot Rod,
Home Theater, and Photographic. Exclusively responsible for collecting several large advertisers and ad agencies including General
Motors, Brown and Williams, and McCann Erickson. Revenues averaged $38 million annually.
• Reduced and maintained DSO from 65 to 42 days, compared to the industry benchmark of 58.
• Maintained a quality, professional customer service approach, resulting in high client satisfaction ratings.
• Reduced bad debt write off from 5.2% to 1.8% by limiting exposure on accounts with credit concerns.
• Extended credit limits to $75,000, and rescinded credit for chronically delinquent accounts.
• Assisted clients with account reconciliations and investigated/resolved billing discrepancies.
• Maintained excellent communication with Publishers, Accounts Managers, Ad Coordinators, and co-workers
• Demonstrated flexibility by accepting assignments for various magazine groups as requested.
SENIOR CREDIT AND COLLECTIONS ASSOCIATE – EVENTS
Successfully improved collection results and established credit processes for Events including Gravity Games, Hot Rod Power Tour, and
SEMA. Revenues averaged $32 million annually.
• Exceeded monthly cash flow goals, resulting in an improved DSO from 88 to 62 days within the first 4 months.
• Established and implemented billing, credit, and collection procedures which favorably impacted payment turnaround.
• Enhanced client relations by maintaining a high level quality customer service approach.
• Performed cash posting, and month-end balancing in an accurate and timely manner.
• Improved communication with Events Coordinators and Account Managers, fostering a teamwork environment.
AMERCIAN MEDICAL RESPONSE, Torrance, CA 4/97 to 4/99
At 2.2 billion annually, American Medical Response is the largest ambulance company nationwide. Torrance, as the largest regional
division, generated over $150 million in revenue annually.
CUSTOMER SERVICE AND COLLECTION MANAGER
Effectively managed the nation’s largest Customer Service and Collection Department, representing $36 million in revenue annually.
Achieved optimal collection results while managing a staff of up to 24 associates.
• Favorably impacted DSO from 137 days to 82 days.
• Tripled cash flow within two months of joining the company.
• Consolidated accounts receivable systems into one major IT system, resulting in optimal A/R and collection performance.
• Performed below budgetary plan: Absorbed revenue growth of 15% with reduced headcount.
• Effective collection techniques and upscaled productivity measures improved collection ratio and client relations.
• Improved morale by demonstrating a progressive and participative management style and promoting a teamwork environment.
• Established short and long term employee incentives, which motivated goal achievement and improved morale.
EDUCATION
Currently earning a Bachelors Degree in Psychology through Liberty University
HONORS
Induction into the International Honor Society in Psychology: Psi Chi member ID# 1029181
OTHER QUALIFICATIONS
Dun & Bradstreet, Credit and Financial Analysis … Development Dimensions, Interactive Management Training
COMPUTER SKILLS
Excel / Word / MAS 200 / MSG / Oracle / PAMS / Aptitude / Advantage / Ambpac / AS 400 / and other customized programs
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