Customer Service Sales
Resume:
PAULA DAIGLE
Atkinson, NH 03811
Following is a quick overview of my qualifications:
I am an Accounts Receivable Management, Sales, Account Services/ Support Management and Process Improvement professional
with a wealth of experience and knowledge in Collections, Accounts Receivable, Billing, Sales, Account Service/Support and
Business Operations and Insurance Claim Verification.
I bring forth 20+ years of successful work life experience with a diverse background in Collections, Sales and Support functions. My
diverse background allows me to provide added value and advantages in the cash flow, cash receipts, sales and various support
services. I have worked for Fortune 500 companies as well as small entrepreneurial companies.
My strengths are in bringing it all together and making it happen…intuitive thinker, strong problem solver, advanced analytical and
communication skills, flexible and adapts quickly to change, high business and ethical standards, thrives in a competitive
environment, impeccable attention to detail and accuracy, strong ability to persuade through logic, bottom line reasoning,
demonstration and explanation, efficient and enthusiastic! Successful in Collections, Sales, Account Service/Support Management
and Process Improvement with focus on company growth along with customer retention and satisfaction. I obtain superior results
while ensuring satisfaction and growth to internal and external parties.
I've had progressive career growth in various positions of Collections, Sales, Account Service/Support Management and Process
Improvement:
Insurance Claim Verification – Strengthened process of Claim Verification enhancing upon minimizing risk
and loss, as well as improving cash flow and DSO. Managed staff of 15 while promoting team involvement,
coaching, motivation and employee enrichment.
Customer Service Management - Supporting Sales, internal and external parties from proposal through cash collection.
Supporting all parties as the single point of contact to the client.
Sales - Develop and maintain pipeline, contract negotiations, develop strategy and market tactic, market analysis,
presentation and analysis reporting.
Director of Credit and Collections - Proven results and significant impact on cash flow improvement, DSO reduction,
process improvement, team building, employee coaching and motivation and customer satisfaction.
Regional Sales Administration Management - Organizational and process improvement, employee coaching, motivation
and management, accurate sales reporting and presentation, customer retention and satisfaction, facility management.
Thank you for your time and consideration. I look forward to speaking with you soon.
Regards,
Paula Daigle
26 Heald Bailey Drive
Atkinson, NH 03811
PAULA DAIGLE
26 Heald Bailey Drive 603-***-****
Atkinson, NH 03811 ***********@***.***
Highly successful, enthusiastic, career minded, self motivated, results driven, hands-on manager with expertise in Sales, Customer
Service Management, Contracts & Negotiation, Portfolio Analysis, Customer Billing and Credit & Collection across several
industries. Extremely skilled in evaluating sales opportunities and establishing achievable sales plans to identify hard and soft
opportunities aimed at closing the deal, client satisfaction and customer retention. Demonstrated success using sales and marketing
analytical data, root cause analysis and problem solving skills. Strong and successful management background with a proven ability
to build and manage highly energized, focused, results orientated teams.
Core competencies include:
Customer Service & Account Management Business & Sales Analysis
Credit & Collection Management Policy & Procedure Analysis and Compliance
Customer Relationship Management Contract Negotiation
Contract & Vendor Management New & Existing Account Development
Insurance Claim Verification
Key Skills include:
Effective Problem Solving Impeccable attention to detail and accuracy
Micro & Macro Analytical Analysis Intuitive Thinker
Top-down/Bottoms-up Communication Adherence to high ethical standards
Management - Ability to lead, coach, mentor Easily adaptive to change
PROFESSIONAL EXPERIENCE
Injured Workers Pharmacy - 2010 to 2010
Insurance Claim Verification Supervisor
-Responsible for overseeing the operations of the Insurance Claims Verification, working in collaboration with Sales, Enrollment,
Reimbursement and Customer Care to ensure optimal strategic benchmarks are utilized to increase cash flow and minimize revenue
loss.
-Evaluated, developed and implemented policy and procedures related to all aspects of enhancing claim verifications.
-Provided supervision, leadership, direction and focus for staff of 15.
- Identified problem areas and developed strategy with plan of action to enhance benchmark standards.
- Participated in Management Team to determine root cause analysis of process inefficiencies utilized in Enrollment, Verification
and Reimbursement processes. Developed improved process flow improvements maximizing efficiencies, cash flow and reducing
revenue loss.
Coventry Workers’ Comp Services - 2007 to 2009
Service Operations / Collections Manager
-Managed staff of 7 Collection Analysts and Service Resolution professionals.
-One of a four person management team overseeing a $15M portfolio consisting of 58% of the customers and 38% of the company’s
open receivable.
-Effectively turned around lowest performing staff to a team holding top rankings for cash collection, DSO reduction and issue
resolution within a 3 month period. Team continued to hold highest rankings for following 15 month period.
-Built and strengthened internal and external account relationships with Sales teams and Resolution management to resolve
contract, billing and receivable issues while implementing recommendations for overall continuous improvement.
-Managed, prepared and presented reviews for key accounts.
-Developed and maintained account reporting and key performance matrices on account activity.
-Guided staff in establishing mechanism to prioritize resolutions and workload while escalating issues through clear communications.
-Led partnership with sales teams to provide superior customer support at all levels.
Better Homes & Gardens Real Estate – The Masiello Group - 2001 to 2011
Realtor – Licensed Real Estate Salesperson (NH & MA)
-Focused on sales, marketing, customer relationship, contract negotiation, knowledge of local laws, legal codes and requirements,
agency rules, market conditions and service delivery for clients.
- Designated Senior Real Estate Specialist by managing a diverse portfolio of clients and properties.
-Accountable for strict adherence to the Realtor Code of Ethics. Licensed Salesperson in MA & NH.
- Developed and maintained solid pipeline of prospective sales opportunities at all times utilizing effective sales techniques,
strategies and marketing tactics.
- Represent and promote clients best interest with competency, integrity and fairness abiding by code of ethics.
- Negotiate various contracts and amendments between buyers and sellers.
- Convey knowledge of laws, legal codes, government regulations and agency rules to clients.
- Prepare and report market analysis of property values based upon current and past market conditions.
PAULA DAIGLE
26 Heald Bailey Drive 603-***-****
Atkinson, NH 03811 ***********@***.***
HR LOGIC (Professional Employer Organization) - 2001 to 2002
Business Operations Analyst
-Directed, developed and managed complex operational processes and systems in the company’s finance area including credit
operations, cash receipt and cash applications for this largest privately held US Professional Employer Organization.
- Accountable for credit operations representing $500M annual cash flow, $47M monthly payroll billings, 2,500 Customer Service
Agreements.
- Performed risk assessments and independent audits of billings, revenue recognition and customer service agreements.
- Developed and implemented core collection strategies targeting customer satisfaction, accurate revenue recognition, DSO and Bad
Debt reserve reductions along with improved cash flow objectives.
- Forged strong working relationship with sales teams to ensure clean hand-off of business to enhance customer satisfaction and
retention.
- Stimulated and strengthened communications and reporting with internal and external customers.
EMC Corporation - 2000 to 2001
Regional Sales Administration Manager
-Developed, executed and supported regional operations including sales, forecasting and facilities management.
- Managed staff of 4 Area Managers and 30 District Admin Professionals.
-Effectively decentralized organization providing improved service levels, response time and reporting to District and Area Sales
Management.
- Provided management and leadership to organization recognized for their customer focus, sales reporting, forecasting accuracy
and general business knowledge.
- Developed standardized sales reporting to ensure consistent, high quality, accurate reporting.
- Managed large scale office expansion for 400+ employees from inception to physical move.
- Managed and directed facility vendors and teams through planning, design, purchase and installation.
CONTACT EAST, INC. - 1998 to 2000
Director of Credit & Collections
-Provided leadership to staff of 10 Analysts and Senior Collectors supporting a $50M portfolio consisting of 1,500 accounts.
- Developed and executed policy, procedure and metrics for credit analysis, cash collection, DSO and reporting, supporting all
regional operations including Sales, Customer Support and Facilities Management.
- Successfully managed the integration and A/R rollover of 4 separate business acquisitions while reducing DSO by 15 days and
staff employees by 3.
- Evaluated, reorganized and streamlined processes resulting in improved cash flow, reduced turnaround time for order fulfillment
and processing, improved customer service delivery and satisfaction levels and detailed metric reporting.
- Spearheaded team of IT professionals and D&B representatives to initiate data exchange resulting in current and accurate data
analysis.
DIGITAL EQUIPMENT CORPORATION - 1980 to 1998
Senior Customer Service Support Consultant - A/R Collections Manager – Billing Manager
- Supported Sales through all phases of sales cycles. (Quote, Order, Shipment, Billing, Collection, Customer Satisfaction).
- Ensured cross functional organizations ordered, shipped, installed and invoiced per customer requirements.
- Served as key point of contact to all customer inquiries and requests.
- Managed Collections, Billing and Customer Service & Support Organizations with emphasis on customer satisfaction, accurate
timely billing, DSO reduction and efficient processes. $10M average monthly revenue base, 500 top key accounts.
- Supported Sales organization in being primary point of contact and support to customers on all facets of business from order
generation through billing, cash collection and post sale ongoing account support.
- Assisted Sales in streamlining order processes and expediting order fulfillment.
- Spearheaded project team on A/R and Collection as well as Billing system implementation throughout Study, Design,
Implementation and Training phases.
- Evaluated, implemented and ensured compliance of policy and procedure improving Billing and Collection practices improving
upon cash flow and customer account satisfaction and retention.
- Recipient of several Achievement and Success Awards on individual and team levels.
EDUCATION
Associates Degree, Accounting/Business Management, SNHU – Concord, NH
20 + years Work Life Experience and Knowledge (in lieu of Bachelor Degree) in exceeding goals, customer service, satisfaction and
delivering results.
CURRENT LICENSING
Massachusetts Real Estate Salesperson License
New Hampshire Real Estate Salesperson License
MEMBERSHIP
National Association of Realtors New Hampshire Association of Realtors
Massachusetts Association of Realtors Granite State South Board of Realtors
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