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Customer Service Manager

Columbus, Ohio, 43235, United States
March 25, 2011

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*** ***** ***** *****, ********, OH 43235


LinkedIn: www.linkedin/in/erikmspeicher

Phone: 614-***-****


Recent MBA graduate with over 12 years of diverse Accounting, Credit and Financial Analysis responsibilities

and experience including the accounts payable, accounts receivable, collections, credit, payroll, retirement plans

and taxes. Strong modeling and reporting skills to facilitate management decision making. Well able to support

business operations through analysis of key indicators and trends. Track record of process improvement

initiatives that reduced errors and employer costs. History of outstanding performance, customer service, and

sales achievement awards. Civic volunteer. Core competencies include:

GAAP & Cost Accounting Commission Disbursement Payroll Processing

Tax Planning & Paperwork Ad Hoc Analysis & Reporting Collections

Reconciliations Credit Monitoring & Policies Process Improvement

Strong Communication Skills Vendor Contracts IRS & State Tax Audits

“Erik’s attention to detail and keen problem solving skills caught my attention early on. He has the ability to keep

the large picture or goal in mind while working with the smallest of details with any project or customer. He is a

positive addition to any team or work group and will add real value on many levels.”

~Former Supervisor, American Express


Westerville Capital, Westerville, OH 2010 Present

Research Analyst Intern. Assist with researching comparative financial performance, forecasted discount cash

flows, debt schedules, and market & dividend returns of publicly traded companies to identify investments with

a potential 15% annual return. Review government, business, and other trends impacting financial markets.

Education & Family Sabbatical, Columbus, OH 2005 – 2010

Completed MBA at The Ohio State University; provided care for parents during/following medical procedures.

Volunteered for local charities such as Citizens for Humane Action, Mid Ohio Food Bank, and Scioto Ridge Job

Networking Group (Volunteer Coordinator).

American Express, Phoenix, AZ 2000 2005

GAP Team Representative (2003 2005)

Telephone Service Center Representative (2000 2003)

Promoted to prestigious cross functional GAP team that handled credit, customer service, fraud, mileage point

and sales inbound traffic. Analyzed spend and credit payment history of corporate accounts to ensure that

corporate charge limits were within organizational credit guidelines. Selected by management for team leader


Cited repeatedly in 2001, 2002 and 2004 for outstanding customer service and sales achievement by

effectively managing a daily inbound call volume of 80 100 inquiries.

Recognized as a leading call center employee for process improvement initiatives such as sales

telemarketing scripts which increased sales by 10 20% and fraud handling checklists for Mumbai, India

cell center employees which reduced errors by 10%.

Volunteered to serve on management employee relations panel; trained new call center representatives;

represented department during open house job fairs.


946 Bluff Ridge Drive, Columbus, OH 43235 ● 614-***-**** ●

Viking Collections Southwest, Phoenix, AZ


Collector. Analyzed credit bureau reports for an assigned base of 300 charged off credit card accounts and

performed skip tracing to determine whereabouts of debtors. Provided debtors with monthly payment plan

options; ensured accuracy and timeliness of monthly remittances; attended to non payment and insufficient

fund issues of payment plans. Negotiated settlement letters and liaised with legal department to resolve complex

issues. (Recognized as having the highest monthly promise to pay collections in the call center for May, 2000.)

Communication Design Consultants, Phoenix, AZ 1998


Account Representative. Provided technical process guidance for alternative local access, long distance

services, and Internet bandwidth. Resolved customer inquiries regarding existing Mitel and Toshiba PBX and

voicemail systems for commercial accounts. Established customer base, resolved complaints, and ensured

exemplary service.

Texaco Xpress Lube, Peoria, AZ 1997 1998

Store Manager. Managed a small automotive retail franchise with annual gross sales of $175K and a staff of

four employees. Maintained accounts payable, accounts receivable, payroll, and taxes for outlet. Established

customer base, resolved complaints, and ensured exemplary service.

Worthington Voice Services, Worthington, OH 1989 1996

Operations Manager/Comptroller. Managed the daily operations of a $10M telecommunications business

with a $1.3M annual payroll for 30 employees. Maintained all organizational accounting, human resources,

payroll, and tax functions. Negotiated vendor and client contacts.

Disbursed monthly commissions of $500K to a client base of over 100 newspapers and 150 cable


Negotiated tariffs with 900 carriers which increased company profits by 20%.

Implemented ANI screening (caller blocking) on equipment which reduced pay per call uncollectibles by


Resolved state and IRS tax audits of corporate taxes that resulted in no additional taxes or penalties.

Blockbuster Video, Skokie, IL 1988 1989

Assistant Store Manager. Hired and scheduled a part time staff of 25 employees for a retail outlet of movie

and video game rentals. Audited and maintained inventory of over 10K VHS tapes and video game.

Reconciled cash drawer and store daily balances at close of business.


The Ohio State University, Columbus, OH


Masters in Business Administration

GPA 3.56

Relevant coursework included banking, corporate financial reporting, financial & managerial accounting,

financial analytical tools & theory, government & non profit accounting, risk management, and tax



946 Bluff Ridge Drive, Columbus, OH 43235 ● 614-***-**** ●

The Ohio State University, Columbus, OH


Bachelor of Arts in International Studies

GPA 3.48

March 25, 2011

Dear Hiring Manager:

If you are seeking an analytical professional who is detail oriented, a resourceful problem solver, and a team

player with excellent oral & written communications skills, then I am the right candidate for your Accounting

Manager position.

In today’s competitive environment, you need the right talent who can adapt and succeed. After my department

was disbanded at American Express, I realized that I needed to retool my career skills. So, I relocated back to

Ohio, prepared for graduate school, and volunteered in order to give back while preparing for business school.

Now that I have graduated business school, I am seeking a full time accounting opportunity.

My recent MBA coursework in accounting and finance as well as my internship as a research analyst for a

private investment family office reviewing financial statements has prepared me well for your position. In

addition, I have over seven years of accounting and management experience in a $10M business. My credentials

mirror those that you are seeking for your management position.

Accounting Manager Skills My Academic & Professional Accomplishments

* Effective management and communication * Effective management and communication abilities.

abilities. * Extensive experience in accounting, customer

* Analytical skills required to oversee accounting, service, and contract activities.

customer service and contracts activities. * Over seven years of accounting experience as well as

* Extensive accounting and financial background. recent financial analyst experience as an intern.

* Demonstrated knowledge of sound accounting skills

* Demonstrated knowledge of sound accounting and internal control procedures in telecommunication

skills and internal control procedures, particularly manufacturing and service environment.

in a manufacturing environment. * Recent M.B.A. graduate with extensive accounting

* This position requires B.S. in Accounting or and finance coursework, a final GPA of 3.56, and plans

related field and five years accounting and to obtain my CPA license in the near future.

managerial experience. MBA, CPA or CMA * Ability to perform the essential functions of the job

preferred. as outlined in the duties and responsibilities.

* The incumbent must demonstrate the potential

ability to perform the essential functions of the job

as outlined in the duties and responsibilities.


946 Bluff Ridge Drive, Columbus, OH 43235 ● 614-***-**** ●

I am excited about your career opportunity and welcome the opportunity to discuss how my skills and abilities

will be an asset to your client.


Erik Speicher

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