Manager Customer Service

DERRICK STANFORD

**** ***** ******** ** *** ***

Herndon VA 20171

(H) 571-***-****

HIGHLIGHTS OF QUALIFICATIONS

• Dedicated to professionalism, highly motivated toward goal achievement

• Equally effective working in self-managed projects and as member of a team

• Sharp analytic, problem solving and presentation skills

• Proven ability to perform in a fast-paced environment

• 13 years demonstrated proactive effectiveness in interpersonal communications

• Ability to think strategically and develop tactical implementation plans

PROFESSIONAL EXPERIENCE

AT&T – Program Manager/Financial Business Manager

April 2006 – November 2010

Manage and implement installations, migrations, and disconnects for Government customers. Responsible for

supporting government client needs on task daily. Responsible for delivering quality and accurate work timely.

Prioritize daily duties to meet all customer requests. Interact with a variety of AT&T team members to provide

excellent service and satisfy customer issues effectively and efficiently. Provide maintenance for all networks

operations associated with customer. Analyze AR risk assessment and ideally rectify any issues timely. Investigate

and analyze various billing issues and target an effective way to resolve problems promptly. Issue channel orders

precisely on a day to day basis. Created spread reports for senior level management as requested. Identify any issues

that may arise and determine a resolution immediately. Responsible for Revenue, Expense and Capital Expenditures

to Senior level Management. Provide Monthly accrual to CFO team. Monitor expenses and provide input for

reduction. Conduct weekly meeting with PMO Team for accuracy. Create monthly outlook projections for $139M

project. Ensure implementation of project. Interact face to face with Government customers. Interface with

Provisioning team and Technicians. Created and executed project work plans and revises as appropriate to meet

changing needs and requirements. Identify resources needed and assigned individual responsibilities. Manage day-to-

day operational aspects of project and scope. Review deliverables prepared by the team before passing to client.

Effectively applied methodology and enforced project standards. Minimize company exposure and risk on project.

Ensure project documents are complete, current, and stored appropriately.

Quadra Med, Inc, Credit Manager August

2005 – April 2006

Analyzed market structure and trends in various business segments (such as pharmaceutical software) to develop an

outlook on the likely future scenarios and anticipate impact on customers. Evaluated relevant risk trends and

developed analytical tools and metrics to track exposure/risk indicators to forewarn against unanticipated exposure.

Prepared monthly journal entries, general ledger account reconciliation, internal management reports and maintained

supporting documentation. Established and implemented new standardized credit review policies and procedures.

Authorized creditworthiness of contracts. Initiated pipeline sales report for targeted sales representatives. Trend

reporting of the top 100 customers for final monthly aging with the RAM Score methodology. Created scorecard

through Dun & Bradstreet data. Monthly analytical reporting including but not limited to growth trends, run rates, bad

debt reserve analysis, support hold process and net credit liability. Created process to track recommended execution

payments to actual execution payments. Determined operational risk exposure and document mitigation of said risks.

Established various credit limits and daily correspondence with VP of sales for target sale. Established rapport with

internal and external customer to resolve discrepancies and/or disputes. Imported/Exported data into RAM database

function for Dun & Bradstreet purposes. Managed and communicated on-going scope and status of various projects

with internal clients and resolved any conflicts between various objectives. Continuously worked with customers to

identify business needs, negotiate timeframes and support business initiatives. Worked cross functionally to identify

relevant areas of interest for the business, prioritize analyses and disseminate deliverables to all constituents.

American Psychiatric Publishing (APA), Credit Manager March 2003 – August 2005

Managed large and mid-size accounts to ensure timely payments and keep balances below 90 days by developing a

rapport with customers to facilitate the collections process. Managed credit process for new and existing customers.

Coordinated delinquent accounts with the finance, periodicals, and fulfillment/circulation staff to reduce potential

write-off risk. Reviewed accounts for the potential write-offs or credit adjustment monthly. Issued demand letters and

statements on a bi-monthly basis and follow up with customers. Researched and analyzed utilizing internal and

external sources of data and information. Created credit policies to eliminate risk exposure. Worked with

management team and staff to enhance our internal methodologies, policies, procedures and processes, including

working with senior/cross-team management on complex issues impacting various projects.

Cooperative Finance Corporation (CFC), Financial Analyst (Contractor) September

2002 – March 2003

Part of a two-person team responsible for the electric utility, telecommunications and related borrowers in three

customized Moody spreadsheet programs. Aside from the review of the balance sheet and income statement, this

involved: a detailed review of each audit’s footnotes; resolving issues with errors or omissions from the audits; and,

retrieving additional supporting information from alternate sources. Performed thorough analysis of financial data on

existing and proposed loans and develops recommendations accordingly. Assist with preparation of loan presentation

packages by researching financial data and identifying credit strengths and/or weaknesses based on financial data.

Spread audited financial data to provide standardized presentation of credit information. Conduct research and studies

using industry data to assess credit quality, borrower risk and probable default. Conducted financial projections for

borrowers and analyzed overall portfolio quality. Prepared credit profiles on high attention borrowers for discussion at

corporate credit committee meetings. Participated in and regularly monitored credit risk of all members and facilities.

Prepared routine reports on portfolio composition and trends.

Waste Management, Credit Collections Manager June 1999 – September 2002

Obtained appropriate credit reports and evaluated creditworthiness of potential customers to ensure timely payment of

invoices. Developed rapport with large and slow-paying customers to facilitate the collection process. Posted cash

receipts and customer credits into accounts receivable (A/R) system. Prepared A/R schedules and reconciled A/R

ledger to the general ledger on a monthly basis. Managed problem receivables and coordinated collection efforts with

outside agencies. Obtained approval and recorded outstanding A/R write-off balances where deemed necessary. Acted

as principal liaison between the Finance Department and the operations personnel for issues relating to the termination

of service for problem customers. Assisted in the determination and implementation of internal financial controls

related to credit and collections. Assisted in assessing the adequacy of a number of current and proposed business

processes and financial systems that feed data to the present and future financial software. Acted as a liaison with

external auditors and prepared ad hoc reports/analysis as requested by senior management. Managed the development

and delivery of key project deliverables including project management plans, status reports, executive presentations,

interim and final reports and other key deliverables. Managed a small team which included all aspects of their

technical and professional development.

DERRICK STANFORD – Page 2

SDN & Associates, Merchandising Sales Rep (part-time) January 1998 – September

2002

Responsible for the in-store sales and merchandising of Mulberry products in retail department stores. Primary focus

is to sell Mulberry products and provide customer service to the department store and clientele development. Utilized

assigned sales goals for improving sales and productivity. Built professional working relationship with all store

personnel and management to promote “Mulberry Consciousness”. Provided one on one product knowledge training

to retail staff as needed by providing verbal training accompanied with One-sheets. Ensured optimum table locations

for all lines. Merchandised and maintained inventory during selling shifts as needed. Conducted and monitored

surveys, contest, incentives, or promotions abiding. Communicated on a consistent basis with Regional Manager

regarding department sales, stock levels or issues or other activity with the department such as unauthorized POS or

table moves

Winstar Telecommunications, Credit Supervisor January 1998 – June 1999

Supervised collection function for Winstar Telecommunications and ensured collection procedures were followed

which maximized sales opportunities while minimizing bad debt expenses. Responsible for training collection staff on

collection practices and procedures. Monitored and supervised collection staff, which ensured monthly collection

target(s) was met. Responsible to collect problem receivables and resolve issues impeding payment. Responsible for

timely escalation of collection issues where appropriate.

Siemen’s Business Communications, Accounts Receivable Administrator January

1997 – January 1998

Verified billing milestones established for the contracts and adjusted milestone dates as appropriate to facilitate the

collection of outstanding funds. Processed cut date change requests submitted by the field and adjusted milestone

billing dates as needed. Confirmed the cut date changes to the field and filed the request for audit trail purposes.

Coordinated the collection of all required contract progress payments with branch personnel to ensure timely receipt of

payments due per the agreed upon collection process for each branch. Ensured properly authorized cut over delay

approvals are obtained by the branches for all cut over exceptions per policy. Maintained the approval documentation

in the collection files for audit purposes. Escalated problem accounts to the branch personnel and management to

allow resolution prior to the event date. Contacted customers to determine reasons for non-payment of acceptance and

ICO invoices. Coordinated resolution of acceptance issues with branch and area personnel as needed to resolve

acceptance issues and obtain payment. Researched and resolved customer inquiries relating to accounts receivable

situations and follow-up to ensure customer satisfaction. Escalated problem issues to branch and area management for

action when appropriate. Work with management to resolve the issue and ensure customer satisfaction. Established

and maintained effective communications with key customer personnel by telephone, letter or personal visits to

facilitate problem resolution on assigned accounts.

Enterprise Rent-A-Car, Assistant Branch Manager July 1995 - January 1997

Managed nine employees and conducted performance reviews and interview process. Handled all customer disputes and

inquiries. Responsible for handling insurance claims and correspondence with insurance companies. Supervised rental

deliveries and returns and oversaw banking transactions. Managed A/Rs, expense/gas accounts, supplies and maintenance

for office. Handled stolen car reports and delinquent accounts. Developed and maintained strong relationships with

corporate accounts, hotels and body shops through exceptional customer service and consistent follow-up.

Eastern Savings Bank, Assistant Manager January 1994 - June 1995

Originated loans through telemarketing and indirect marketing channels under the Bank guidelines. Originated business

through broker correspondence and analyzed credit reports for approval or denial. Recommended decisions to

underwriting and investors. Knowledge of Fannie Mae, FHA and VA government guidelines; and thorough understanding

of credit and underwriting guidelines. Collected seriously delinquent home equity, overdrawn accounts, personal and

automobile loans. Conducted repossession procedures and pulled CBIs (credit bureau reports).

EDUCATION: Morgan State University - Baltimore, Maryland (Currently 90 credits shy of Degree –

Attending Liberty University for Degree Completion)

Major: Business Management

Member: Kappa Alpha Psi Fraternity Incorporated

SKILLS: PeopleSoft Financials, Microsoft Office Suite including Word, Excel, Powerpoint, Visio, Outlook and

Access.

Reference Availabel Upon Request

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