Manager Sales
Resume:
JOYCE DIAMOND
***** *. **** ****, ********, AZ **310
Email - **********@***.***
Cell phone 623-***-****
SUMMARY
A highly motivated business enabler and industry innovator with the
experience and success of managing up to 43 associates within a department.
Strong functional knowledge of call center operations and solid
understanding of risk management, economic models, Dun and Bradstreet
reports, financial statements. Experience encompasses increasing sales with
a stretch goal mentality, negotiating, project management, business
development, and risk analysis, engineering, implementing new procedure
guidelines for employees. Experience also includes recruiting, developing
and training.. Department ISO certified and experience with Sarbanes Oxley.
PROFESSIONAL EXPERIENCE
Humana RX Enrollment Supervisor (Mail Order Pharmacy)
4/08 to 7/12/2010
. Sales training conducted, provided coaching, and mentoring Rx
Enrollment Specialists For Medicare and Commercial Members within
our revenue generating outbound call center
. Performance Management done daily
. Conduct one on ones to ensure associates were meeting daily sales
goals
. Set standards and goals to generate revenue for the outbound call
center
. Up selling campaigns created to increase our targeted goal in
enrollments
. Follow up campaigns utilized to close on the sale
. Instrumental in creating an inbound outbound team to increase sales
for the call center
. Created telephone sales scripting for the outbound call center also
encouraged associates to ask if the member had family members or
friends who were also interested in enrolling
. Motivated and inspired associates daily to increase their sales of
5 or less (enrollments) by engagement and business strategy failure
is not an option which resulted in 8 or more enrollments daily per
associate
. Led and coordinated the day-to-day activities of the my team using
techniques acquired through Humana's Leadership Development
training
. Created score cards for the associates as well as our members
Ensured production effectiveness by monitoring reports, assigning
resources as required, analyzing processes and making recommendations for
process improvement.
Ensured quality effectiveness by monitoring calls, reports and making
adjustments to processes and procedures as necessary.
Performed quality control work and provides feedback and coaching to
staff.
Worked in conjunction with department staff to analyze and construct
procedures in response to new and current programs.
Reviewed regulatory communications/guidelines to understand impacts to
processes and reporting.
Participated on internal discussions to develop policies.
Developed and maintained relationships with other departments to
collaborate on issues and ensure optimum accuracy and ensure customer
satisfaction.
Built Humana Capital
Managed inbound service levels for the Rx Enrollment Department
Purtone Hearing Centers Finance Manager 4//07 to 2/08
. Budgeting and general ledger
. Accounts payable, payroll and accounts receivable
. Commissions
. Monthly and weekly reports to the VP of Operations
. Prepare 941 Tax
. Expense Reports
. Sales Reports
Goodman's Interior Structures Credit Manager A/R Manager 10/06 to 4/07
. Managed entire accounts receivable department of associates
. Cash and credit card applications
. General ledger adjustments and reconciliations
. Bad debt reserve management
. Acquisition of new vendors and account set ups
. Approved and declined credit
. Managed productivity and quality
. Performance appraisals
. Soft Collections
. Reconciliation of accounts
Corporate Express 2001 to 2006
Credit & Collection Manager A/R Manager
Accomplishments:
. Provided significant improvements in quality and productivity by 100%
accuracy.
. Decreased DSO from 48 to 36 per year
. Increased productivity by 45% per associate
. Department ISO Certified and experienced with Sarbanes-Oxley
. Entered cash application entries daily with no error
. Developed a staff of 23 that delivered quality customer service, and had
the tools of knowledge to assess risk. This increased revenue
and decreased credit losses
. Experiences in I.T. automations, analysis of staff resources, and re-
organization
. Managed bad debt write offs and kept them less then 1% per annum
. Increased sales based on accounting relationships with the customers
Areas of Responsibility:
. Managed commercial credit relationships
. Approved and decline credit
. Determined on what basis credit would be extended and on what terms
. Approved adjustments to customer's accounts
. Managed the collection department, strategic account reconciliation of
accounts payables to account receivables
. Prepared month end reports to the executive committee
. Created weekly and daily reports as needed
. Assigned accounts for third party collections when efforts in-house were
exhausted.
. Provided training and direction to a staff of 23 associates
. Conducted performance evaluations, and any other human resource changes
for optimum results
. Visited customers and participated in sales calls to generated new
business
. Managed account implementation, credit and rebills, and tax certificates
for exempt customers
MATTEL CALL CENTER, Phoenix, AZ 1998- 2001
Credit Collections Manager /Financial Analyst
Accomplishments:
. Established and executed goals and standards. Re-organized and re-
engineered credit operations providing significant improvements on
quality, productivity and cost.
. Decreased bad debt from 20% to 4.9%
. Seasoned manager with years of credit and collections both commercial
and consumer experience in a phone environment of 300+ employees
. Reduced bad debt expenses by 50%
. Instrumental in implementing processes in a start-up call center for 300
seats in all aspects of customer service, employee procedures, and
implementation of outsourcing
. Experienced in managing both personal and commercial portfolios
. Utilized accounting principals, credit and collections expertise
. Implemented and executed cash application and fraud detection processes
. Outsourced processes in place for cost initiatives
Areas of Responsibility:
. Approved and declined credit. Approved adjustments to customer's
accounts
. Managed collections, cash applications, write offs to bad debt,
placement of accounts to third party collections
. Submitted aging reports weekly and sales reports and cash apps daily
to Corporate
. Performance evaluation, training, hiring and terminating
WESTEX, Phoenix, AZ 1997-1998
Credit& Collections Manager
. Approved and declined commercial credit. In charge of collections
. Managed 6 associates, providing training coaching mentoring
. Performance evaluations, hiring and terminating staff
AMERICAN EXPRESS, Phoenix, AZ over 10 years up to
-1997
Supervisor Credit Operations Small Business & Government Operations
. Managed 43 credit analysts
. Conducted one on ones monthly and performance appraisals
. Managed credit, collections and special projects
Computer skills
Visio, Excel, Access, Microsoft Office 98, TCS, CMS, Oracle, OMS, ACT,
Remedy, Cognos, Invision, DMS, Quickbooks Pro 2006, AS400, DDMS, ARGUS,
CCP, Symposium, RX Lookup, Outlook, Lotus Notes, ACS, Mail RX, Avaya,
Verint, Symposiym, Aspect
EDUCATION
Accounting, Brooklyn College, Brooklyn, NY
Accounting, Kingsboro Community College, Brooklyn, NY
Member NACM (National Association of Credit Managers)
Seminars
Communicate with Success
Interpersonal Effectiveness
Stress Management
Leadership 1 & 2
Time Management Team Building
Assertive Management Situational Leadership
Coaching and Developing High Performance
Contact this candidate