Customer Service Manager

Home: 334-***-**** Wayne Walters

*************@*******.*** 116 Tarilton Road

Titus, AL 36080

SUMMARY OF QUALIFICATIONS

Visionary leader with extensive administrative, operation and credit and

collections experience, building teams and challenging individuals to

achieve superior results that continually produce the "competitive edge".

Resourceful and Inventive. Identify opportunities and consistently achieve

objectives. Manage multiple projects from conception to completion. Strong

customer service approach and strong motivator who develops and grows

positive rapport with team members and work collaboratively to achieve

corporate goals through communication.

CAREER SUMMARY

Empowering and Training Collectors Improve Workflow Processes

Multi-Plant Experience in Distribution Reported payroll data, attendance reports

and completed hire packages

Execute Operating Plans P&L Accountability

Extremely Computer Literate Credit and Collection Exp

Developed Sarbaines Oxley narratives Operation Experience

on procedures for Cash Applications, Strong Excel and Word experience

Credit and Collections Excellent Customer Service and

Inventory Control Organizational Skills

Developed Annual Regional Budget Strong written and oral communication

Manages time, self-motivated and skills with internal and external

detail orientated customers

Performed supervisory responsibilities Accepts new ideas and challenges

concerning HR policies and procedures Handles confidential and time sensitive

material

Completed timely performance Strong profitable decision making skills

appraisals Interviewed, hired, mentored, trained,

Coded and batched vendor invoices evaluated and disciplined associates to

develop a team that met goals and set

standards

PROFESSIONAL OBJECTIVE

To join a growing organization that will capitalize on my experience in

credit/collections and operations. Seeking opportunity to reduce expenses

and losses while achieving significant operational efficiencies to

contribute to the corporation's growth.

PROFESSIONAL EXPERIENCE

Physio Therapy/IKS Collection Solution - Montgomery, AL

March2009 - Present

Part of a 10 associate Collection Team resolving collection opportunities

with insurance companies and patients. Reviewing claim processing and

payments on accounts and contacting patients on their responsibilities.

Negotiated and monitored payment plans. Worked with clinics to resolve

billing issues and maintaining excellent customer service with the patient.

Worked special projects to reduce past due balances and reduce DOS. Cash

receipts improved $10 million Dec 08 vs Dec 09.

Patient Account Representative

. In 5 months of employment reduced the past due balance for 6

clinics of responsibility by $43K

. Average DOS for the 6 clinics is 40 days

. Proficient in the companies software system and improved

performance to average 16 resolved accounts per day

. Improved PAR Audit from an April score of a 72 to Sept score of 82

out of 95 possible points

. Customer Service Rating averaged 4.3 on a 5.0 scale for this period

Kforce Professional Staffing - Tampa, FL April 2003 -

January 2007

Supervised collection staff of 3 associates for the Nursing, Scientific,

Medical Records and Clinical Research Staffing market segments nationally.

Company revenue for 2006 was approximately $650 million. These market

segments consisted of approximately 1500 customers.

Collection Supervisor

. Posted the best Year End results in 5 years in 2006 with 1.4% Past

Due against a goal of 5%

. Averaged AR Balance in 2006 was $21 million

. Bad Debt Write off for the 4th Quarter in 2006 was .5%

. Worked closely with field management personnel and corporate

department management.

. Worked accounts that were escalated prior to out sourcing

collection efforts.

. Wrote and maintained narratives for Sarbaines Oxley for Cash Apps,

Credit and Collections.

PharMerica - Tampa, FL January 2002 - December

2002

National retail/distributor of medical requirements for workers

compensation claim with company revenue projected for 2002 at $500M.

Working with our base customers through nationwide insurance companies,

responsible for leading the national collection team.

Collection Manager

. Supervised team responsible for collecting receivables of $96M with

approximately 6000 customers.

. As a hands on manager developed, trained, coached and managed

centralized national collection center

. Wrote policy and procedures for the collection center.

. Consolidated two collection divisions reducing redundant collection

efforts and reducing the DSO.

. Department reduced DSO by 4 days to 68 days during 2002.

. Created performance objectives, goals and standardized processes for

two divisions.

Gourmet Award Foods Southeast - Plant City, FL May 1999 - January

2002

National Food Distributor servicing retail supermarkets consisting of

national accounts (i.e., Publix, Winn Dixie,BiLo, Kroger, Bruno's).

Position eliminated because the division location was relocated to the

corporate office in St. Augustine, FL.

Credit Supervisor

. Responsible for an average receivables balance of $20M

. Reduced DSO 6.3 days to 32.6 days by reducing past due balances by

$1.8 million to $.8 million

. Reduced disputed deductions by $.9 million to $.6 million with Write

Off's of less than .1%

. Total P&L responsibility for the department (personnel expense,

operating expense, Write Off and Out Sourcing expense)

. Managed a collection staff of 7.

Savin Corporation - Tampa, FL January 1998 -

January 1999

Florida Division Office Equipment Company with annual sales exceeding $100M

annually.

District Operations Manager

. Monitored and evaluated inventory control counts and monthly

reports.

. Resolved customer service problems in order to provide sales

opportunities

. Monitored and collected delinquent accounts.

. Evaluated sales contracts through leasing companies for financing.

. Develop JE's from the month end close for P&L reporting.

. Responsible for the daily and month-end close, and accurate P&L

results and investigated G/L postings

Gulfside Supply - Tampa, FL December 1996 - January

1998

Roofing contactor servicing Florida, Georgia, Alabama and Mississippi.

Financial Services Manager

. Reduced Region DSO by 13.1 days to 49.0 days

. Monitor commercial jobs for compliance to the Mechanic's Lien Laws

for Florida, Alabama, Georgia and Mississippi

. Monitored shop accounts for past due balances and credit limits.

. Negotiate Joint Check agreements and Promissory Notes.

. Convert three companies to our A/R system due to acquisitions.

. Reconciled customer accounts.

Southeast Atlantic Corporation - Tampa, FL March 1987 -

December 1996

Florida owned and operated non-alcoholic beverage distribution facility.

Western Regional Operations/Financial Manager

. As a hands on manager supervised and trained Regional Office

personnel (20 associates) which included an Office Manager, Route

Settlement Clerks, Inventory, Order Entry and Accounts Receivable

Clerks.

. Maintained A/R collection goal of 5% past due (over 60 days).

. Evaluated monthly P&L and reviewed variances to budget.

. Participated in the development of a new distribution system to

consolidate warehouses and a new loading system.

. Developed and updated policies and procedures to improve billing and

collections

. Monitor daily and weekly sales versus budget and promotions.

. Worked closely with Regional Vice President, General Managers,

Marketing and Warehouse Managers developing promotions, program

evaluations and inventory control.

. Reviewed monthly vehicle inventory reports to insure accurate coding

of charges and maintenance records

. Updated Finish Goods Inventory daily and timely for the Order Entry

Department.

. Generated Daily Production efficient reports for production

evaluation.

____________________________________________________________________________

______________________

Education: University of South Florida, BA Marketing

Contact this candidate