Customer Service Management

ROSSANA CAVALLINI

*** ** *** ******, ********** FL. 33009

Cell: #305-***-****

E mail address: abiwe8@r.postjobfree.com or

abiwe8@r.postjobfree.com

Summary of Qualifications:

Over 20 years of experience in a variety of accounting, credit &

collections positions. Excel in busy work environments; detail oriented and

dependable professional dedicated to high quality customer service. Possess

extensive international business experience in multi-cultural environments

which helped me significantly reduce the overall outstanding balances of

2008 as compared to 2007 at Tech Data Corp.

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Highlights:

Reduced the past due balances from 7% in 2007 (approximately $2,3M) to

approximately 2%($660K) in 2008 and as a result my team was awarded the

best Credit & Collection team & significantly increased Monthly A/R

portfolio ($33M per month) to 98% at current (1 to 30 days old). Only 2%

was on the over 60 day's column which was mainly due to open customer

service issues. As a result of my efforts I was able to improve the

customer relations by responding immediately to their e mails and telephone

calls with problems and concerns. This resulted in reduced complaints and

increased revenues.

________________________________________________________________________

Academic Credentials

Summer/2011 Bachelor of Applied Science-Supervision and Management (In

progress- To be completed 10 upper level classes by the summer 2011)

Fall/2010- Associate in Art- Business Administration-Miami Dade College

(1class to be completed by fall 2010-2011)

2010- Associate in Science- Accounting Technology (Graduated with Highest

honors 3.67 GPA)

2010- Associate of Applied Science. Business Administration/International

Business Miami Dade College (Graduated with Highest honors-3.70 GPA)

2004- Marketing Operations-College Credit Certificate. Miami Dade College

(Graduated with Honors-3.69 GPA)

2003- Business Management-College Credit Certificate. Miami Dade College

(Graduated with Honors-3.69 GPA)

11/1981- Accounting. Vocational School. Puerto Lim n, Costa Rica

Certifications:

2008-International Credit and Risk Management Certification. A CICP/FCIB

Certification/ NACM certification in partnership with the University of

Michigan.

1991-Basic Lotus 1, 2, 3-Performance Training-Certification-New York

1990-Basic Income Tax Preparation Certification- H & R Block-New York

1985-Business Management- Certification-INA- Puerto Limon, Costa Rica

Associations:

Phi Theta Kappa -Miami Dade College/International Students Honor Society

-Inducted Spring 2010

Work Experience:

Tech Data Corp. Latin America Division, Miami, Florida 07/07-

01/09

Position: Regional Credit Supervisor

Responsibilities:

Supervised the credit and collections department for Canada, Caribbean & US

exporters located in LA Division. Supervised permanent Staff of 5 plus 2

temps on a yearly A/R portfolio of approximately $396M & handled 900 plus

accounts. Collect, post, research & assist on all credit and collections

issues. In charged of all aspects of the credit analysis process from

pulling reports such D&B, NACM, Credexim, obtaining Bank & Credit

references and do the analysis of the financial Statements in order to

determine the credit to be granted, reduce or in daily basis. Monthly

files reviews and analysis of approximately 100 to 120 files. Processed &

released daily orders. Reconciled accounts as needed. Investigate and

follow up with the customer service department all credit memos and pending

disputes. Monitoring aging reports and calculate actual progress from

previous weeks. Calculated and actualize the monthly reserves for bad debt

global accounts. Create Proforma Invoices as needed by customers. Monitor

weekly and monthly management reports & assist with many other issues

concerning the credit and collections department. Staff ( 7)

RC Purchasing Agency 07/06-07/07

Position: Owner. Purchasing and Logistic broker company for small companies

located in Costa Rica. Work consisted in assisting on researching for the

best product at the most convenient and competitive prices.

Lisy Corporation -Miami Florida 03/05-06/06

Position: Account Receivables and Collections Supervisor

Responsibilities:

Processed the Investigation and approval of accounts to grant or deny

credit to customers. The position included researched the customer's credit

history and obtaining bank and credit references and all the necessary

information to make the credit determination. Evaluate and process all

daily orders as well of the order entry and reviewed according to policies

and procedures. Reconciled customer's accounts as needed to ensure dual and

correct data. In charge of posting all cash receipts & produce a daily cash

reports. Run weekly and monthly cash management reports such as the crystal

report. Weekly reviewed, approved and sent collection letters as needed in

effort of collecting past due balances. Run& collect on approximately 300

plus accounts. Responsible of monitoring the daily billing, payment posting

according to customer specifications, contractual adjustments, collections

and other financial issues to ensure timely, accurate customer billing and

accurate data entry which will ensure timely payments. Developing,

reviewing and monitoring policies and procedures on cash postings, debit

and credit memos and customers claim to ensure accurate interpretation and

applications. Mitigate bad debts and write-offs. Supervised account

receivables staff (4).

Point Blank Body Armor- Fort Lauderdale, Florida 07/03-

08/04

Position: Accounts Receivables and Collections Supervisor

Responsibilities:

Responsible for the credit process and investigation of new accounts

requesting net terms to minimize exposure. Daily review & order approvals,

as well as processing & auditing of invoices & credit memos to ensure

accuracy between shipped and invoiced. Reconciled all customer accounts and

processed credit memos, charged backs and investigated all unjustified

factor deductions. Processed all government contracts for payment purposes

and monitor shipment and received date to start collection process. Monitor

of government pre-payments for future orders to avoid any misused or

misapplication of payments. Responsible of running weekly and monthly

crystal reports as well as produced daily cash projections for management.

Responsible for the collections calls and negotiations of payments on

approximate 500 customers' accounts. Processed of Notice to Owners (NTO)

and monitor customers contracts as well and audit the invoicing of

contracts to ensure neither errors nor discrepancies between contracted and

invoiced & shipped items that would result on unpaid items and disputes.

Responsible of daily invoicing, mailing & also responsible of running end

of the month reports and statements mailing as well. Supervised (1)

S.E.D. International-Miami, Florida 10/98-

4/03

Position: Credit Manager

Responsibilities:

Responsible for the credit analysis process and to determine the credit

lines to be granted or accounts to be denied net terms on all the Latin

American and USA customers. Order processing, approval & releasing in a

timely manner to ensure increasing of sales and productivity as expected by

management within policies and procedures. Process Check by fax. Process

the approval of orders by Tele-check and releasing of orders within 15

minutes. Reconcile customer accounts as needed to ensure accuracy on the

customer account. Negotiated orders release when over the line or past due.

Run daily cash projection reports for management. Responsible of

Collections calls on approximate 500 plus customers. Supervised the credit

and researched departments-Personnel (5)

Diport USA Miami, Florida 4/96-9/98

Position: Accounts Receivables and collections Coordinator

Responsibilities:

Daily Invoicing and mailing. Audit & process and post all credit memos,

negative invoices, debit memos and charged backs by the Factor Bank on a

daily basis. Responsible of collections calls on approximate 500 plus

accounts. Processed order approvals & releasing. Researched and

investigated customer's credit history for credit approval. Post daily cash

receipts. Reconciled and researched customer's accounts when disputes in

progress as needed. Reviewed aged accounts receivable reports and monitored

high risk accounts. Responsible of mitigating on bad debts with customers

on possibly uncollectible accounts to obtain a settlement or payment plans

to attempt recovering portion of the debt and to avoid write-offs. Reviewed

collection reports to ascertain status of collection and balance

outstanding and to evaluate effectiveness of current collection policies

and procedures. Reviewed and approve adjustments to accounts. Responsible

of Processing with Capital Factors and Rosenthal and Rosenthal all order

approvals in a timely manner to expedite shipment. Responsible End of the

month reports and statements and mailing as well. Supervised credit

department personnel (1)

Computer and Software Knowledge:

Word, Excel, PowerPoint, Access, Amas, Term, Dynamics, Macola, Seibel,

Eram, DCS, Computel. Citrix. Application Network. Quickbooks.

Languages:

Fluent in English and Spanish.

Used Excel on the following spreadsheets:

Aging reports, Customer service follow ups, Global bad debt reports & files

to be reviewed within the current month for the analyst report. Customer

service follows up on pending issues and unidentified deductions. Credit

card accrued daily reports. Daily and weekly cash receipt reports. Weekly

and monthly accounts receivable reports, Cash projections.

Contact this candidate