Manager Customer Service
Resume:
Kelvin Pena
Saddle Brook, NJ *7663
201-***-****/ cell: 201-***-****
**********.**@*****.***
Objective: To obtain a secure position with a successful organization in
which I can gain experience in the field of business for future
advancement
Qualifications: Experience in all phases of credit and collections. A
proven track record as both a people and results oriented
manager. Career highlight: starting up a shared financial
service center to centralize global credit, collections and
accounts receivable functions. Strengths include excellent
communication, planning, development, implementation and
execution skills. Business focus is to maximize profits and
exceed company goals.
Experience:
06/09- 01/10 ArcelorMittal USA Inc., Parsippany, New Jersey
Skyline Steel LLC
Corporate Credit Manager
> Responsible for all global credit and collections activity
> Maintained a 1 Billion Dollar Portfolio
> Hired, trained and managed an Assistant Credit Manager, 3
Credit Analyst, 3 Collectors, and 2 Cash Apps Specialist
> Created, administered and enforced credit and collection
policies and procedures
> Responsible for bad debt and write-off policy and procedures
> Evaluated credit risk
> Prepared, reviewed and analyzed weekly and monthly reports,
including: credit hold, bad debt, new credit applications,
accounts receivable summaries, cash application and accounts
receivable aging reports
> Prepared and developed strategies and goals to reduce
exposure and write-offs
> Interfaced with multiple departments, including sales staff
and executive management
> Selected and managed relationship with third party collection
agencies
> Lead the migration of the Credit and Collections group under
the ArcelorMittal Credit Risk policy
> Team leader for the standardization initiative for Accounts
receivable
> Centralized all A/R, Credit and Collections functions
> Maintained regular contacts and participate in relevant
meetings
> Advised sales and business group management regarding credit
management policy, processes, payment method and/or term,
additional security, worldwide country limits, country
ratings and preferred country payment terms
> Escalated account problems and alert business groups
> Visited customers to establish credit worthiness and
negotiate potential bad debt situations
> Lead all legal collection efforts such as exercising lien,
bond rights, and bankruptcy proceedings
12/07- 12/08 Siemens Corporation, Pine Brook, New Jersey
Siemens Building Technologies, Inc
Credit and Collections Manager
> Managed, supported, trained and coached 10 employees: 4
Collectors, 2 Credit Analyst, 2 Billing Coordinators and 1
Cash Apps
> Acted as focal point for all offices in the US, Canada,
Central and South America
> Monitored, maintained and reviewed financial records
> Performed the overall management of coordination and
preparation of all financial reporting and annual business
plans
> Completed the financial analysis and research of complex
business issues in order to provide top management with
financial data and business advice
> Assisted with analysis or review of potential or pending
contracts
> Resolved credit problems and monitored the collection of past-
due accounts
> Negotiated and established payment terms based on credit
worthiness
> Approved credit extensions and/or legal action where
necessary
> Developed departmental budgets and business plans for the
group
> Evaluated and recommended changes in methods, policy and
procedures
> Worked with the bank to develop methods for automated cash
application
> Improved the cash application process and hit ratio for
automated processing
> Instituted electronic payment methods, such as credit cards,
electronic check and check 21 processing
> Recommended and determined organizational structures and
supervisory relationships for the credit, collections and
billing segment
> Supported approved accounting practices and controls
throughout the company
> Ensured transactions are recorded in conformance with GAAP
and adequate internal controls are in place
> Established an escalation process for all collections
activities
> Main point of contact for group audits and ensured all audits
passed within compliance
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01/07- 10/07 DSM Corporation, Parsippany, New Jersey
Shared Financial Service Center-US
Credit Manager
> Started, managed the service level, professionalism and
development of the Shared Financial Service Center
centralizing all Accounts Receivable activities
> Merged 26 business units, from industries such as retail,
pharmaceutical, automotive, performance materials, chemicals,
and energy
> Support, train and coach 11 employees so as to create a
working environment that enables them to execute their
activities at the appropriate level and to develop their
skills accordingly
> Established the billing process and budgeting for the Shared
Financial Service Center
> Implemented, monitored and safeguarded corporate requirements
and business group instructions in the work processes
> Communicated opportunities for service improvements and
initiate actions, if required
> Recommended credit limits and terms in order to maximize
revenue, minimize risk, increase cash flow and reduce past
due accounts
> Maintained the credit hold log for customers with past due
balances
> Recommended drop accounts based on credit criteria
> Implemented serious delinquencies process and handling via
legal and collection agencies
> Maintained credit exposure reports for management
> Established delinquency metrics based on receivables, risk
assessment, credit exposure and DSO
10/02-12/06 HP Financial Services Company, Murray Hill, New Jersey
North America: Advantage- Eastern Region
Customer Service Collections Specialist- Supervisor
> Supervised and trained a team of 10 employees on the NY/NJ
region collections team
> Provided regional team with A/R, Collections, and Credit
support
> Retrieved bank, trade, and payment history information, as
supporting documents for consideration in evaluating credit
lines on new and existing customers
> Maintained aged trial balance for regional accounts, while
meeting delinquency metrics target.
> Implemented proactive approaches to issues, identification
and resolution of serious delinquencies and customer problems
> Recommended account credit holds on customer with substantial
past due balances
> Assisted recovery in reposition proceedings when necessary
> Provided credit approval and release orders that are within
set credit guidelines
> Account Reconciliation and ensured that suspense balances are
resolved and kept to minimal levels
> Escalated account problems and alert region colleagues
03/00-10/02 Panasonic Company, Secaucus, New Jersey
Panasonic Broadcast & Television Systems Company
Credit Analyst III
> Reviewed, updated, recommended and maintained credit lines
for assigned account through financial statement analysis and
credit scoring programs
> Performed financial review of accounts including customers
charge backs and disputes
> Review account/financial information to release orders within
assigned parameters to determine credit facility
> Maintained clean receivables, updated account information,
ensured customer satisfaction and financial exposure.
> Achieved assigned collection targets determined by management
Education:
05/01 Saint Peter's College, Jersey City, NJ
Bachelor of Science: Major in Business Management
Felician College, Lodi, NJ
Pursuing a Masters Degree in Finance- Expected completion date
12/ 2010
Skills: Microsoft Office (Word, Excel, PowerPoint), SAP (Super User),
Reflections AS400, PRO-21, GET PAID, RAM (D&B: Risk Asset
Management), DNBi Decision Maker, SIMON, Phoenix, Asset Edge,
Pyramid, BW-Business Data Warehouse, Hyperion, CID (Credit
Information Debtors), and Moody's KMV Financial Analyst
Languages: Fluent in Spanish and English
Certifications: Dun & Bradstreet Credit and Financial Analyst
D&B: Risk Asset Management (RAM)
CICP: Certified International Credit Professional
References Available upon Request
Contact this candidate