Customer Service Manager

John Casper

***** ********** **. **********, ** *0874, 301-***-****,

abij6h@r.postjobfree.com

Experience

Accounts Receivable and Collections Specialist, Apartment Guide, Bethesda,

MD May 2003 - July 2010

. Responsible for managing and reconciling two markets with

approximately 1,000 delinquent accounts that generate collections

exceeding $1,000,000 per month

. Negotiate with delinquent accounts based on payment history and past

collection notes to establish appropriate repayment terms or other

satisfactory arrangements

. Coordinate and process invoices, both incoming and outgoing exceeding

1,000 a month

. Use Excel to retrieve pertinent information through pivot tables, V

look ups and generate formulas

. Communicate with sales teams about commission and expense reports

. Resolve disputes with contract deadlines and billing errors

. Generate weekly and monthly reports detailing expenditures

. Facilitate positive communication with sales team to expedite

solutions for collection issues

. Create Excel spreadsheets for weekly sales meetings

. Work with corporate Collections Manager concerning unique collection

cases i.e. Receiverships, misplaced checks, and point of contact for

all necessary information on bad debt collections in the market

. Update sales team weekly on status of clients payments to ensure bad

pays are not common in market

Bookkeeper, Kemco Enterprise, Gaithersburg, MD Oct. 2002 - May

2003

. Coded invoices using internal G & L procedures for weekly check runs

. Reviewed and verified authorization for payment and processing

vouchers.

. Verified appropriate vendor and account (including location, dept. and

team) to be charged

. Verified authorization for payment and processing vouchers

Branch Manager, Enterprise Rent-A-Car, Rockville, MD Feb.

1999 - Oct. 2002

Branch Manager

. Managed and supervised branch location that achieved approximately $1

Million in sales annually

. Maintained proper cash receipt logs for petty cash, as well as daily

bank deposits

. Managed daily operations of branch including, but not limited to, P&L

statements, collections, accounts receipts, and fleet management

. Managed approximately 5 - 10 staff members

. Developed branch employee training on P&L statements, collections,

accounts receipts, customer service, and fleet management

. Responsible for employee development, retention, and providing a

positive role model

. Maintained complete knowledge of all company policies, operations,

procedures, and services

Assistant Branch Manager

. Provided excellent customer service maintaining a branch monthly score

of 95% or higher

. Managed a fleet of approximately 350 cars

. Conducted outside sales, including going door-to-door to get new

corporate accounts

. Expanded branch sales through government agencies, insurance

companies, and dealerships

Manager Trainee

. Assisted in maintaining high monthly customer service scores

. Learned business development through sales growth, marketing, and

customer service

. Collected overdue accounts and assisted in clearing back logged

delinquent accounts

Education

Bachelor of Arts, Davis and Elkin College, Elkins, WV

Graduated 1994

Skills

. Microsoft Office Suite-Emphasis in Excel

. Lotus Notes

. ACT!

. MAX

. Excellent communication skills

. Completed Sans Security 351[pic][pic][pic]

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