Manager Customer Service
Resume:
Deanna L. Copher
St. Charles, MO 63304
********@*******.***
SUMMARY OF QUALIFICATIONS:
Accounting/Finance Manager with extensive experience in management,
operational and accounting effectiveness, and delivering results.
Recognized for building team excellence and obtaining exceptional
performance.
Leadership Staff Motivation/Development
Personnel Management
Customer Service Process Development/Improvement Project
Management
Documentation Review Sarbanes-Oxley Documentation/Controls
Business Systems Development
G/L Account Reconciliation Functional/Technical Knowledge (SME)
Standard Work Development
PROFESSIONAL EXPERIENCE:
Textron Financial Corporation; St. Louis, Missouri
2003 - 2010
Manager, Loan Servicing
Manage all aspects of inventory finance (Floorplan) processing for $3.5
billion of diverse receivables: Accounts receivable, accounts payable,
volume purchasing, account maintenance, pricing, billing, collateral
releases.
. Awarded "2003 Employee of the Year" for outstanding performance for
developing and leading a newly formed servicing center team.
Successfully staffed a new service center with a team for
excellence, motivating employees to achieve beyond set goals.
Built and maintained a department reputation for premier
excellence.
. Assumed servicing for more than 65% of the existing receivables
housed by another servicing center, increased accuracy to an
exemplary measure and significantly reduced reconciliation issues.
. A key player responsible for the conversion of multiple portfolios
to a new system platform.
. Received the "2006 Team of the Year - Portfolio Conversion Team"
award for outstanding team performance and accomplishments.
Recognized as a key team member and critical expert for
independently programming more than 3500 pricing/billing modules
with 100% accuracy.
. Successfully managed substantial and diverse growth in receivables
without increased headcount.
. Established training/development platform to ensure complete cross-
training of team members, increasing knowledge/skills and
minimizing the impacts of peaks and short-staffing. Additionally,
developed an Experience/Skills rating system to track employee
growth and development.
. Analyzed and developed policies and procedures and created Standard
Work Instruction documentation, ensuring corporate compliance,
financial accountability, and resulting in lean and efficient
processes.
. Exceptional problem-solver and forward-thinker with ability to
quickly analyze a situation to foresee potential challenges and
optimistic successes.
. Talented in teaching, coaching and mentoring. Engages employees to
increase skills in the areas of Critical Thinking & Problem
Solving, Execution, and Communication, resulting in increased
employee empowerment.
. Recognized as Subject Matter Expert regarding Processing
procedures, IT Business System Requirements, Pricing/Plan
Management, Standard Work procedures, and Process
Development/Improvement.
. Established and maintained the departmental budget, meeting or
exceeding expectations. Analyzed and allocated costs for a "Shared
Servicing Center" to multiple business units.
. Successfully merged 4 servicing centers into one; the largest
accomplished within an aggressive goal of less than 2 months
(during year-end holidays).
. Received a group nomination for "2009 Team of the Year".
Recovery Specialist
Reassigned to the Repo Remarketing Group, responsible for selling
repossessed inventory, maximizing returns while minimizing loss.
. Provided transitional training for Loan Servicing functions
relocated to a final liquidation office and operating system.
. Ensured documentation and clear title of repossessed inventory in
order to expedite units for sale and ensure maximized returns
(Security Agreements, Power of Attorney, Affidavits, titles, etc.).
. Tracked and maintained inventory and sales activity.
. Develop and Maintain Repo Tracking Database.
. Produce inventory "Available for Sale" lists for Buyers.
. Execute a variety of documentation for completed sales.
. Develop Sarbanes-Oxley documentation and controls.
Contract Employment with Textron Financial Corp.; St. Louis, Missouri
2002 -2003
Contract Employee
. Continued responsibilities of Senior Accounting Manager.
. Assisted with reporting and processing of the purchased liquidating
portfolios.
. Established and ensured G/L reconciliation procedures.
Conseco Finance Servicing Corp; St. Louis, Missouri
1995 - 2002
Senior Accounting Manager
. Received the "1999 Hustle Award" for highest achievement within the
St. Louis Business Center.
. Awarded the "2000 Outstanding Achievement Award" for performance
excellence within the Commercial Lending Group.
. Managed all aspects of inventory finance (Floorplan) processing and
data input for $2.1 billion portfolio.
. Directly interfaced with corporate accounting to insure financial
reporting, general ledger balancing, journal entries and bank
reconciliation.
. Established and implemented company policies and procedures,
developed departmental training manuals, and insured transactions
were in compliance to corporate and audit procedures.
. Heavy involvement in developing, coordinating, testing and
implementing changes and enhancements resulting in the Operating
System.
. Perform programming of all pricing/billing modules which have a
high impact on monthly earnings.
. Develop and maintain Access Queries/Reports for specialized
reporting and tracking
ITT Commercial Finance Corp.; St, Louis, Missouri
1985 - 1995
Supervisor, Account Processing and Document Control
Managed all aspects of equipment finance loan/lease servicing for a $1.1
billion portfolio: Accounts receivable, accounts payable, documentation
review, volume processing, account maintenance, tax collection, UCC filing,
titling, business system development, auditing.
EDUCATION:
University of Missouri - Rolla Mathematics
PROFESSIONAL DEVELOPMENT:
Completed a variety of supervisory and management courses. Some of
the most recent include:
. Inclusive Workforce Training
. Leadership Communication Excellence
. Crucial Conversations for an Intact Team
. Developing Leadership Excellence
. Six Sigma Green Belt Training
. Credit/Operations Review Auditor Training
. Sarbanes-Oxley Compliance
. Coaching for Superior Performance
. Communicating with Tact and Finesse
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