Customer Service Manager
Resume:
Carl L. Westling
Clinton, Mississippi 39056
Career Objective
My objective is to become a valuable and contributing member of a team of
individuals in an organization as I share my skills in Operations, Audits,
and Credit/Collections.
Qualification Summary
. Proficient in Excel, Word, PowerPoint
. Successful at creating annual department budgets and working
within the budget
. Ability to take a operational concept or idea and put in to
place with in a defined period
. Strong employee coaching and counseling skills
. Excellent Call Center environment knowledge
. Successful in creating goals and objectives for specific work
groups and auditing results against goals and reporting results
to Executives
. Excellent communication skills with internal and external
customers
Education
Mississippi State University, Starkville, Mississippi
Bachelor of Business Administration Major in Finance. December 1982
Career Experience
Taylor, Mitchell & Claire, Inc., May, 2004 to Present
Position: President
. Created company structure to support collections of 3rd Party accounts
. Sold business services to customers
. Collections on specific accounts
. Hiring and training of al personnel
. Developed financial reporting back to TMC clients
Carl L. Westling - Continued - Page 2
Lanier Worldwide, Inc., 6-99 to 5-04
Position: District Administrative Manager, 6-99 to 1-03
Responsible for all Administrative functions of Jackson MS District office.
. Hiring and training of all Administrative Personnel
. Departmental Budgeting
. Sales Order Processing
. Customer Service
. Inventory Audit Control
. Collections
. Accounts Payable
Position: Shared Resource Center Audit/Operations Manager, 1-03 to 5-
04
. Developed and published Policy & Procedures for each Center
throughout the US
. Hiring and training of Clerical as well as Management positions in
each center
. Monitored and reported each center's performance against Operational
Objectives
. Developed Collections Modules for Distance Learning Program
. Extensive travel involved in this position
World Com, Inc. 5-97 to 5-99
Position: International Private Line Billing Manger
. Responsible for billing systems located in Clinton, Mississippi and
London England.
. Responsible for accuracy of monthly invoices for all Private Line
accounts.
. Hiring and training of all IPL Billing Personnel
. Instrumental in developing a billing system/process for MCI
International Billing throughout the WCOM/MCI merger
. Provided Customer Service, (International as well as Domestic), for
all accounts billed in these billing systems
. Extensive travel involved in this position
Carl L. Westling - Continued - Page 3
SkyTel, Inc. 9-88 to 5-97
Position: Credit/Collection Manager
. Defined and published policy and procedures for the two departments
. Designed on-line Collection System for AS400 Billing System
. Designed interface for Collection System and Customer Service
. Hiring and training of all collection personnel clerical and
supervisory
. Developed in house credit scoring model for Consumer and Commercial
accounts
. Developed annual operations budget for department
. Managed a billing group for a Retail Sales Distribution Channel
References available upon request
Contact this candidate