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Customer Service Manager

Charlotte, North Carolina, 28211, United States
March 01, 2011

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Mary Cotes

**** ***** *** **** *** *

Cell: 919-***-****

Charlotte NC 28211


A position in an accounting team where my commitment to continuous

improvement, ability to organize processes efficiently and technical

capabilities will make a real difference to operational efficiency and

create documented cost savings.


Management accounting specialist with over 15 years of experience in

positions of increasing responsibility and superb track record of

motivating staff and analyzing and improving processes designed to deliver

excellent customer service. Team performance focused. Driven to improve.


ACMA coursework 60% complete Hired, developed and reviewed up to seven

(masters degree level program) direct reports

Skilled in database query, data System manager/system set-up project

analysis and data reconciliation experience

Full scale accounting experience Defined and documented procedures within

including month/year end close Corporate policy guidelines

Recent Experience

Eaga plc (FTSE250) - BPO Shared Services (UK)

2007 - 2010

Senior Staff Accountant

Outsourced project-management company with over $1 billion in revenue and

4,500 employees

. Managed full-cycle Accounts Payable and Receivable ledger team

. Cost allocations, accruals, balance sheet reconciliations, journal

entries, tax treatment

. Created, reviewed and delivered Profit and Loss Statement to internal

customers; resolved any questions or concerns


o Quality self-assessment project; made recommendations aspiring to World

Class standards

o Developed month end timeline and accountability for A/P and A/R

o Established first-ever team goals; linked to divisional goals and

measured by metrics

o Introduced document uploads which reduced manual input time by six days

per month

o Designed control system for Inter-company recharges which reduced

unidentified expenses to zero and increased efficiency by 70%

o Set up new general ledgers, project accounting module, banking


Newcastle College (UK)

2006 - 2007 Senior Staff Accountant, Treasury

and Fixed Assets

Higher education college with over 25,000 students

. Supervised treasury function, oversaw production of bank account

reconciliations and advised college departments on financial procedure

. Maintained rolling cash flow forecast and invested surplus cash

. Managed the fixed assets register ($120 million) and capital budget


. Assisted in developing 5-year budgets by providing forecasts for

interest and depreciation;

. Produced full accounts for the Student's Union


o Automated release of deferred capital grants using Excel which

increased accuracy and reduced processing time by 50%

o Improved procedure for fee reconciliation between student data base and

finance system using Access and pivot tables to increase accuracy and

reduce processing time

Saint Gobain Tile Group (UK) Ltd

2005 - 2005

Accounts Payable Manager

National ceramic tile importer, distributor and retailer

. Operation of Accounts Payable (8,000 invoices per month) and

integration of legacy ledgers centralize payables

o Mapped new processes for accounts payable in order to homogenise

practices across the Group and accommodate the new ERP

Portec Rail Products (UK) Ltd

2003 - 2004

Staff Accountant

Manufacturer and servicer of rail lubricator and industrial machines

. Budget forecasting, assisted with period end reporting, created

comments and additional analysis; cash management and forecasting,

bank account reconciliation, balance sheet reconciliations, accruals

and prepayments, covered for VAT return calculation, job costing,

stock ppv analysis, fixed asset register maintenance

o Streamlined month-end procedures from two weeks to three and a half


o Modernized stock-take process using Access, reducing down-time by 50%

ABB, Inc. Shared Service Center Columbus, Ohio

1999 - 2001

Accounts Payable Process Analyst

Shared services facility for engineering division of this global


. Full cycle a/p plus project involvement, reporting expenses and

metrics, team hiring, training and peer reviews; managed expense

reporting database in Lotus Notes; reconciled inter-company payables

o Initiated a vendor enquiry response system which ensured a one-hour

response time

and a 60% increase in customer service ratings for our team by using


o Reduced costs 35% by increasing ACH participation by 300% in

7 months.


2010 Charted Institute of Management Accountants Diploma in Management

Accounting (UK) (working towards ACMA - coursework 60% completed -

Masters degree level program)

Software Exposure

Microsoft Office Suite

. Intermediate Excel (lookups, pivot tables), Access, Query, Word,


Financial/Accounting Applications

. MacPac (AS/400), Sage Line 500 - system manager, Kerridge, Oracle

eFinancials and EBS

Reporting Tools

. Crystal reports, Impromptu, Business Objects, Microsoft Query

Key Skills Paragraph: supervisor, accounts payable, expense returns,

accounts receivable, general ledger, bank reconciliations, balance sheet

reconciliations, bank reconciliations, cost allocations, accruals, deferred

income, journal entries, month end reports, month end close, variance

analysis, metric production, cash forecasting, fixed assets, depreciation,

treasury, budget management, erp migration, job costing, inventory, capital

funding, data reconciliation, process improvement, project management,

procedures, control systems, systems manager, IFRS, customer service, v-

lookup, pivot tables, trial balance, profit and loss, income statement,

quality, chart of accounts maintenance

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