Customer Service Manager
Resume:
Sy Mares
Vancouver, WA ****2
abh1zb@r.postjobfree.com
Corporate Credit Manager / Business process Management
A highly talented, dedicated and accomplished Corporate Credit & Accounts
Receivable Manager with extensive experience in the risk management and
collections functions for both domestic and international operations, eager
to apply initiatives and strategies to increase profitability and improve
organizational performance. Self-starting, goal-oriented strategist whose
confidence, perseverance and vision have promoted success. A record of
high performance standards, including attention to details, deadlines and
quality work with ability to develop, motivate and lead productive teams to
meet organizational goals by defining priorities and wisely prioritizing
and delegating tasks. Exceptional knowledge base of credit/financial
management operations, client relations, problem solving and communication.
Comprehensive Skill Set
Financial/Credit Risk Analysis Leadership/Team Development/Training
OFAC/Regulatory Compliance
Legal Proceedings/Bankruptcy Domestic/International Credit Risk Management
Operations Compliance Management
Strategic Planning/Organization Vendor Management/Negotiations
Records Management
Budget Management ISO 9001 and Sarbanes Oxley (SOX) Auditor
Disaster Recovery Planning
Employment Background
Great Western Malting - Vancouver, WA
2007 - Present
Great Western Malting is an international malt supplier.
North America Credit Manager & Accounts Receivable Manager
. Consistently meet or exceed all business goals through hiring,
training and effectively leading a productive team of agents to manage
domestic and international risk mitigation and account receivable
activities for the North American portfolio.
. Decreased bad debt to less than 1% and improved ratio of receivables
to above 95% through the strategic planning and execution of best
business credit management practices.
. Established controls to ensure department maintained audit compliance
as directed by various auditing firms (KPMG, PricewaterhouseCoopers,
and Deloitte Touche Tohmatsu).
. Took initiative to build solid business partnerships to facilitate the
achievement of mutual business goals and develop win-win solutions,
traveling across NA to improve internal/external employee, customer
and third party relationships
. Improved day sales outstanding (DSO) ratio by almost 40%, reducing
from an average of 49 days to less than 30 days.
. Significantly enhanced operations by successfully integrating credit
risk and order management functionalities into a multi-system
platform. The NA receivable portfolio consists of global accounts in
Canada, South America, and Asia.
. Streamlined operations and improved productivity through effective
systems planning and integration in the areas of order management,
sales, credit review, AR reporting, cash allocation, billing,
accounting, and customer management.
. Successfully implemented and monitored compliance controls related to
cash management, billing, and daily/monthly reporting requirements
within cross-functional and cross-cultural environments
. Effectively developed and facilitated local and divisional operation
policies and procedures training
. Efficiently limited financial exposure and ensured consistency in
multi-national operations by creating and amending as necessary,
uniform credit and risk management policies and procedures.
. Selected to serve as Office of Foreign Assets Control (OFAC)
Compliance Officer, to provide operational oversight in the collection
and mitigation for sanctioned compliance as required by the U.S.
Department of Treasury.
. Provided the highest level of customer service, leading a team of
collectors and sales associates in collections process while
maintaining customer relations and best results for stakeholders.
. Diligently prepared, analyzed and accurately reconciled a variety of
important monthly financial and management reports for parent company
(GrainCorp, Sydney Australia), regularly meeting time and quality
standards.
. Decreased costs and improved services skillfully negotiating contracts
with third party vendors (merchant services, collection agencies,
credit reporting services) obtaining highly favorable business terms.
iriver America - Vancouver, WA
2006 - 2007
Iriver America is a consumer electronics company widely known for its
portable digital audio MP3 players.
Credit and Accounting Manager
. Diligently promoted optimal quality performance effectively managing
the day-to-day activities of a highly dedicated credit and accounting
team that consistently accomplished all business and customer service
objectives.
. Significantly improved sales by identifying incentive program
offerings for customers, additionally developed and distributed sales
commission compensation.
. Promoted operational consistency by creating detailed procedures and
process flowcharts, and ensured quality by implementing review
processes and systems checks.
. Prepared and presented business critical financial reports to
management, taking measures to ensure top quality and accuracy.
. Minimized financial risk by skillfully managing the credit and sales
of international accounts in Canada and Korea.
Corporate Express - Portland, OR
2000 - 2006
Corporate Express is the world's largest business-to-business office supply
company.
Credit Manager
. Reduced bad debt for division from 2000 to 2006 (lowest bad debt
between 30 divisions), additionally maintained DSO of 31 days for
local accounts and 35 days for national accounts
. Achieved all company business objectives professionally and
proficiently leading both divisional and national credit teams.
. Minimized credit risk while maintaining ISO guidelines implementing
credit standards and collection policies.
. Led division to have the lowest bad debt ratio for local and national
accounts among company divisions.
. Major contributor in the mapping design and testing of credit risk and
order management safeguards to reduce the overall risk to the company.
Actively managed the credit risk and reporting requirements related
to domestic and export sales.
. Selected to serve as company Disaster Recovery Coordinator to ensure
the swift and complete recovery of business operations as soon as
practicable after a business interruption due to catastrophe.
. Acquired strong accounting compliance and operational skills as
internal Sarbanes Oxley auditor/certified ISO 9001 auditor.
. Key contributor as member of process mapping teams for divisional and
corporate safeguard enhancement programs.
. Saved costs and improved operational efficiencies by serving as lead
for Quality Management Systems and continuous improvement programs.
Strong document and records management skills, serving as Records
Retention Coordinator.
. Runner up Credit Manager of the Year among 30 candidates.
. Successfully lead team of internal auditors to ensure SOX compliance
(billing, credit management, cash applications, reporting)
Cascade Empire - Tigard, OR
1998 - 2000
Cascade Empire is a lumber trading company.
Assistant Credit Manager
. Directly responsible for evaluating and managing domestic credit
risks, bankruptcy proceedings, customer disputes and monitor credit
terms for a receivable worth over $500M annually.
First Consumers National Bank - Beaverton, OR
1996 - 1998
First Consumers is a consumer lending institution for Spiegel and Eddie
Bauer credit cards.
Collections Supervisor
. Increased collections while providing superior customer service and
high retention levels leading a team of 10 collection representatives
within the call center of FCNB.
. Successfully monitored fraud compliance controls to minimize risk
(served as customer management team lead)
. Ensured optimal performance of account teams though effective
oversight and monitoring of all collection activities.
. Received Western Union recognition for Best Team of Collectors and
Highest Collection Revenue.
Education
Master of Business Administration with Specialization in Global Management
(2009, 3.3 GPA)
University of Phoenix - Oregon/Washington Campus
Bachelor of Science in Business Management and Marketing (2007, 3.5 GPA)
University of Phoenix - Oregon Campus
General Education Studies and Internship in Nuclear Medicine
Portland Community College - Rock Creek, OR (1995 - 1996, 3.75 GPA)
Professional Development and Certifications
Development Dimensions International (DDI) Training (2001 - 2006)
Helping Others to Adapt to Change, Service Plus - Customer Service
Program
Core Skills for Building Commitment, Motivating and Retaining
Employees
Certified ISO 9001 Auditor
Basic Credit Certificate from National Association of Credit Management
(NACM)
Good Morning Credit Series
Computer Skills
Microsoft Office Suite: Word, Excel, Outlook, PowerPoint
Professional References
Gary Acromite - Chief Information Officer: abh1zb@r.postjobfree.com
Stephen J. Bordes - Private Equity Financial Consultant:
abh1zb@r.postjobfree.com
Sunder Nadaraja - Director of Tax & Treasury:
abh1zb@r.postjobfree.com
Bryan Bechard - President of North Country Malt:
abh1zb@r.postjobfree.com
Connie Dixon - Independent Accounting Professional:
abh1zb@r.postjobfree.com
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