Customer Service Management

Don Schwer

***** ***** **** **. *-Mail ********@*******.***

Orland Park, IL. 60467 Mobile 708-***-****

SUMMARY

Highly effective credit, collections and cash flow professional with over 20 years of proven experience. Background includes

commercial asset and restructured finance, along with risk management, credit evaluation and workouts for large and small

companies in various industries. Particularly adept at diplomatic but firm negotiation to ensure collection of delinquent

commercial accounts, while maintaining positive relationships with customers.

CAREER HISTORY

GMAC Home Services/ Brookfield Residential Property Services Oak Brook, IL 2005 – Present

Real Estate Franchise with a peak of 1,200 offices and 20,000 agents nationwide and Global Relocation Services firm, serving

Fortune 500 Companies worldwide. A subsidiary of Brookfield Asset Management.

Senior Credit Services Analyst, Credit Services Department

Manage commercial financial relationships, including negotiation with franchisees to implement repayment workouts to

minimize uncollected debt, and franchisee collection activity generating an average $11MM fee income annually. Build

positive working relationships with franchisees by resolving billing, fee application, and contractual disputes through superior

customer service. Conduct due diligence of Fortune 500 firms for Global Relocation Services division, including credit review

and financial statement analysis.

Responsibilities and Accomplishments include:

• Maximized revenues by proactively collecting funds on franchise agreements with receivables up to $100k.

• Generated over $700k in fee income from the client portfolio between 2005 and Feb 2011.

• Recognized within the firm for key role played in mitigating losses and write-offs for a series of accounts with

balances in excess of $50k.

• Reviewed and approved contract renewals, working in conjunction with Sales and Contract Administration.

• Managed franchisee contract retirement process, including proper notification and legal documentation.

• Nominated for “Premier Service” award based on performance with troubled franchisee accounts.

• 99% success rate in credit analyses of Global Relocation Services prospective corporate customers, limiting

write-offs to well below industry average.

• Conducted periodic quarterly and annual financial review of Global Relocation Services client portfolio; alerted

management of relocation clients with emerging risk, and presented possible courses of action.

GE Commercial Finance Corporation Chicago, IL 2002 – 2004

Portfolio Analyst, Risk Management Department

Responsible for the day to day management of a $200MM, 150 client structured finance loan portfolio. Industries included

transportation, retail, textiles, and manufacturing.

Responsibilities and Accomplishments include:

• Provided primary support, both administrative and operational, to the delinquency management process within the

Commercial Finance structured portfolio.

• Provided oversight and managed the restructuring and/or repossession and remarketing of bankrupt accounts totaling

$6.8MM, with incurred losses managed to $392k.

• Generated $600k in fee income from covenant waivers, amendments, and restructures from 2002 to 2004.

• Analyzed and evaluated quarterly and annual financial statements and market reports for the Risk Management

Group, to ensure clients were in compliance with loan agreements.

• Monitored collateral positions and prepared underwriting memos for existing clients, along with approvals or denials

of credit extensions.

HELLER Financial, Inc. Chicago, IL 1996 – 2001

Collection Analyst, Global Vendor Division

Managed over 300 accounts with a loan/lease portfolio of more than $250MM. Restructured accounts and client

workout situations when bankruptcy or collateral replevin situations arose.

Responsibilities and Accomplishments include:

• Managed a 30 plus day delinquency rate of 2.25% on $250MM vendor portfolio, well below industry standard.

• Successfully restructured $750k to Heller’s benefit in a Chapter 11 bankruptcy reorganization.

• Negotiated over $500k in voluntary surrender of equipment when clients could no longer maintain payments.

• Provided financial statement analysis and credit underwriting for loan and lease payment modifications that

ranged from $50k to $1MM.

• Reviewed and rendered decisions for clients seeking payment modification, restructures, and transfers of ownership.

GE Capital – Railcar Services Chicago, IL 1994 – 1995

Credit and Cash Control Analyst, Credit Department

Responsible for resolving client service calls concerning lease obligations and billing disputes for a portfolio consisting of 400

customers and more than 100,000 railcars in service. Assisted Account Managers in credit underwriting and risk analysis for

new and existing clients.

Responsibilities and Accomplishments include:

• Maintenance of all accounts receivables balances.

• Won the “Superior Customer Service Award” through consistently fielding questions and concerns regarding rail car

lease agreements and billings within a 24 hour period.

• Proactively worked with all departments throughout the organization to resolve contractual and billing issues and

reconcile past due accounts.

ORIX Credit Alliance, Inc. Rolling Meadows, IL 1990 – 1994

Credit Analyst, Credit Department

Conducted financial statement analysis and credit underwriting for loan/lease transactions that ranged from $50k to $250k.

Prepared required documentation and lien perfection on transactions prior to booking and funding deals.

Responsibilities and Accomplishments include:

• Provided credit review for 25 plus proposals on a monthly basis for transactions in various industries.

• Successfully documented, perfected lien, and funded $750k new business volume on a monthly basis.

EDUCATION AND SPECIALIZED TRAINING

DePaul University Chicago, IL 1989

Bachelor of Science, Commerce

Major: Business Administration

Minor: Finance

Proficient with Windows, Microsoft Office, T-Value, and various Accounting Systems.

Postgraduate training includes:

• Financial Accounting for Lenders

• Creditors in Chapter 11 Bankruptcy Cases

• Trouble Loan Workout Programs

• Financial Statement Analysis and Principle Collateral Evaluation

• Loan Documentation: Commercial Equipment Finance, Accounting Review and Financial Statement Analysis

• Legal Principles of Financial Statement Analysis

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