Manager Customer Service

KELLY A. PENCE

**** ******** ****** **** ***** Belleville IL. 62220 ( 618-***-****

ATTENTION: Hiring Manager

SUBJECT: Employment Opportunities

Dear Sir or Madam:

At your earliest convenience, I would like to meet with you to discuss

available employment opportunities.

The following achievements and attributes highlight my strengths:

. Awarded 1st Place in Tax Operations, 2004-2005.

. Awarded 1st Place operation in Belleville, Illinois, 2002-2003.

. Awarded most improved office in Belleville, Illinois, 2002-2003.

. Awarded 1st Place operation in Chester, Illinois, 2001-2002.

. Awarded 3rd Place operation in Chester, Illinois, 2000-2001.

. Awarded 3rd Place operation in Chester, Illinois, 1999-2000.

. Recognized by Strathmore's for leadership and achievement in my career.

. Have won over 44 Top Dog awards for being the best of the best.

. Since 1999, have taken over two problematic offices and turned them into

profitable and sound operations.

. Consistently receive excellent performance evaluations.

. Excellent records of attendance and punctuality.

. Recognized by upper management for enthusiasm and a high energy level.

. Acknowledged by customers and co-workers for flexibility and

responsiveness.

. Developed and implemented new programs, which improved quality and

efficiency.

. Considered a primary point of contact regarding procedures, technical

issues and unforeseen challenges.

. Continually complete projects on time and according to quality standards.

Thank you very much for your consideration. I look forward to discussing

more details of my background with you in a personal interview and can be

reached at the above phone number.

Sincerely,

Kelly A. Pence

Enclosure: r sum

Salary: $58,000.00 (negotiable)

CAREER OBJECTIVE

To continue my success in commercial A/R credit/collections management.

CAREER PROFILE

ACCOMPLISHED A/R CREDIT/COLLECTIONS MANAGEMENT PROFESSIONAL offering over

12 years of versatile and high profile credit & collections management

experience. Extremely focused and motivated in a competitive, fast past

working environment.

. Experienced in dealing with placing accounts with collection agencies.

. Skilled in high-volume collection calls and skip tracing.

. Experienced in personal & commercial lending, as well as personal &

commercial collections.

. Good knowledge of GM, Chevrolet and Ford operations.

. Successfully managing 40 to 62 employees.

. Knowledge of ADP accounting software, MS Excel, MS outlook, MS word and

MS Windows.

. Proficient on ORACLE & JD EDWARDS & Business Objects software.

. Skilled in setup and use of Eclipse credit card terminal, as well as Tel-

check services & gift cards.

. Utilizing Nextel GPS tracking system.

. Maintaining outstanding levels of customer satisfaction, retention and

referrals through responsiveness, personalized service, knowledgeable

assistance and follow-up.

. Proficient in all facets of bankruptcy claims filing.

. Translating standard marketing presentations into personable,

conversational dialogue.

. Becoming fully versed in competitor's offerings in order to better

promote my own.

. Working well as a part of a team through flexibility, open communication

and compromise.

. Adapt quickly to new job duties and procedures with limited supervision.

. Continually achieving high levels of productivity and efficiency through

planning, prioritizing and multi-tasking.

PROFESSIONAL EXPERIENCE

SPARTECH CORPORATION INC, Clayton, Missouri, Shared Services 2009-PRESENT

A/R-Credit/Collection Supervisor-Manufacturing

Successfully manage 6 business units within Spartech Corporation's A/R,

with an 80 million dollar portfolio. Producing 93 % to current delinquency,

which is a 34% reduction. Report directly to Segment controllers and Vice

President & Chief Information officer. Supervise a staff of 7 which

includes 3 senior collectors, 2 cash application specialist, deduction

analyst and an international accountant. Successfully trained, supervised

and instructed assigned personnel on regulations on policies and

procedures. Experienced in the creation and the implementation of our

shared service department, successfully transitioned 10 out side A/R

departments to one shared services group to reduce employee head count and

cost reduction. Process all credit applications. Credit approval limits of

100k. Run and analyze D&BI reports and make credit limit decisions. Review

existing customer for credit line increase. Set and review customer terms.

Analyze customer financials. Work closely with outside salesmen's. Resolve

credit holds on customers accounts, to get a resolution on past due

amounts. Monitor and track customers DSO's. Skilled in processing of

letters of credit and personal guarantees. Perform & monitor daily A/R

functions, cash application, invoicing, pricing disputes, month end & daily

reports. Work with senior accounts & segment controllers on cash flow

projections and bad debt write off. Work with internal & external auditors

on quarterly & yearly sox compliances. Process credit cards, wires, ach and

lockbox payments, research over pays, short pays and retro pricing issues.

Created a state of the art auto-invoicing process for our A/R group.

Personally handle all customer's that have a 500k or higher receivable.

Handle daily collection activity, monitor collector's, hold weekly staff

meetings, placement of 3rd party collection accounts, handle customer

complaints, work closely with our customer service department's and our

plant facilities.

WEIR GM PARTS CENTER/WEIR FORD PARTS CENTER, Redbud, IL (5 LOCATIONS), 2005-

2009

Commercial Credit/Collection Manager- Automotive

In charge of all A/R for all locations. Identify and implement strategies

for cost containment. Perform daily collection calls (consistently produce

4% or lower on A/R past due which is a 27% reduction). Oversee commercial

credit approval of up to $100,000. In charge of an $86 million ledger

balance for

Collections. Supervise 40 drivers and 12 parts salesmen/collectors. Make

bank deposits. Prepare

Monthly statements. Set credit limits. Check credit reference. Perform

customer account resolution.

WORLD ACCEPTANCE CORPORATION & TAX SERVICE, Belleville, Illinois 1999 to

2005

Branch Manager - Finance/Collections

Responsible for all aspects of branch operations, loan processing and

personnel supervision on behalf of a leading finance company. Oversee 1500

audits, as well as a million-dollar ledger.

FRONT ROW, St. Louis, Missouri 1996 to 1999

Assistant Manager - Advertising & Promotions

Responsible for marketing credit products to sporting event attendees.

EDUCATION

UNIVERSITY OF PHOENIX

Pursuing degree in business and finance.

SKILL PATH

Successfully completed several collection law classes.

TAX WISE

Tax Preparation Courses

CMI SYSTEMS COMPUTER TRAINING

Completed course on all aspects of purchase orders.

VALMEYER SCHOOL, Valmeyer, Illinois

Curriculum included Accounting, Business Math and general studies.

EDISON BROTHERS COMPUTER CLASSES

Courses included Lotus 1-2-3, DOS, spreadsheet development and budget

programming.

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