Customer Service Management

Gwendolyn Thomas - MBA

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

East Orange, NJ 07017

Day Phone: 973-***-****

Email: **********@***.***

CORE COMPETENCIES:

Seasoned professional with diverse experience analytical ability to include

finance, consulting, marketing analysis and management. Currently working

on Brand Generic Cost Analysis and 6 major drug launches exceeding 60

million dollars. Program consists of daily Planning, Programming, Budgeting

and Execution .Expertise in financial systems and analysis, budget

formulation, data collection and financial regulations, market research,

competitive analysis, and strategic planning.

Builds and sustains positive relationships. Handles conflicts and

negotiations effectively. Communicates clearly, both orally and in

writing. Understands that customer is essential to achieving company

mission. Manages customer complaints and concerns effectively and promptly.

Encourages and empowers subordinates to meet or exceed customer needs and

expectations. Models commitments to customer service. Responds

appropriately to new or chaining situations. Handles multiple tasks and

inputs simultaneously. Makes most of limited resources. Identifies

opportunities for new projects and acts on them. Challenges assumptions.

Thinks and acts innovatively. Looks beyond current reality and the "status

quo".

EDUCATION:

RutgersUniversity,Newark,NewJersey

MBA Marketing - 2002

Northeastern University, Boston, Massachusetts

BS Accounting/Finance, 1990

COMPUTER SKILLS:

Proficiency in Excel and SAP

PROFESSIONAL EXPERIENCE:

Novartis Pharmaceuticals, East Hanover, New Jersey September 2007 - June

2010

(Consultant) Financial Analyst/Marketing Planner

. Develop, write, coordinate and provide initial implementation of long

range capital, financial and budgetary policies and procedures to

influence department behavior and encourage fiscal responsibility.

Ensure that all financial policies operate company-wide

. Develop and maintain spreadsheets and SAP account information to

provide timely, accurate and essential information for financial

decision making. Develop systematic approaches to operational

financial analysis. Perform research and analysis, develop

methodologies and investigate alternatives for payroll scenarios as

well as interdepartmental cross charges.

. Analyze contract proposals, calculate costs (and savings if possible)

and identify how to implement during busy times of month and year.

. Prepare monthly reports on revenue and expenditures. Analyze

historical data, identify trends and develop forecasts. Analyze

problems, identify alternative solutions, projects consequences

(risks) of proposed actions and implements recommendations in support

of goals.

. Identify and resolve issues with department head and senior level

staff, and prepare clear reports for use in budget meetings.

. Monitor and provide budgetary control and analysis to departments on

an ongoing basis. Develop time frames, provide training and assistance

to staff, schedule weekly meetings, implement management's decisions

and submits budget for review.

. Identify and implement streamlining and improvement of budget process

and work closely with senior management on the development of the

budget, capital plan and other financial reports.

. Act as chief budget advisor to departments by providing team with

input on issues related to the budget process, internal budget

management and financial planning. Prepare and guide budget requests.

Recommend budget allocations based on funding constraints, expenditure

projections and company priority.

. Monitor funding sources and expenditures while ensuring compliance

with company, GAAP and audit principles.

. Assisted in the development of short and long-range strategic plans

and consulted with senior management on fiscal planning and resource

allocation needs.

. Review and approve all requisitions and personnel actions with

budgetary impact.

. Prepare a variety of financial, analytical and forecasting reports

related to department operations and fiscal matters.

. Substantial Ad-hoc requests.

Siemens AG, Iselin, New Jersey July 2005 to September 2007

(Consultant) - Sr Financial Analyst

. Applied financial policies related to Real Estate; act as focal point

for control of all funds, allocated to regions; represent Controller

on all administrative and budgetary issues through regular and

recurring delegations of authority and make determinations, decisions,

cost-benefit analysis, and commitments relative to the administrative

activities, including signature authority of expense documents and

contracts.

. Compile and prepare the annual operating, work and financial plans for

the regions, which requires interactive knowledge of the cooperative,

reimbursable, inter company and vendor agreements plus numerous

miscellaneous field agreements, department allocations; monitor the

use and rate of expenditures; and analyze, advise and discuss

expenditures with Regional Director, Controller, and VP of Finance

. Review, report and monitor activities to ensure completion of

financial commitments; determines adequacy of financing and fiscal

controls; retrieve, analyze and review accounting systems reports and

program ledgers to assure they are in balance, accounting data is

valid, and the adherence to the prescribed regulations and procedures

outlined in the agreements established for each project have been

accomplished; identify budgetary errors, take corrective action to

bring financial reports into balance.

. Formulate budget estimates on costs based on historical data; assist

in budget administration including budget formulation, budget

presentation-enactment, or budget execution; identify program

objectives, governing policies, costs and benefits, funding

alternatives and priorities and accomplishments.

. Keep abreast of Company budget related guidelines and compliance by

the Regions; prepare correspondence and other written communications

for the Controller or other Departmental officials. Review complex,

technical and programmatic reports to senior level management insuring

that overall company/department policies are appropriately stated.

Unilever Bestfoods, Englewood Cliffs, New Jersey May 2000 to June 2005

Assoc Financial Manager - Human Resources (downsized)

. Formulate, justify and present multiyear budget for assigned HR

divisions. Maintain cost management system by entering

planned/committed ledger items, salary projections, allocations and

agreements; analyze and reconciles SAP transactions and runs various

non-routine reports; manages and prepares accounting adjustment

documents and enters adjustments into appropriate accounting system;

analyzes, reviews and accurately reconciles accounting system reports

and general ledger reports.

. Review budget requests submitted by department managers to assure

their consistency, accuracy and adherence to instructions. Prepare

documents needed to process budget estimates, requests for funds,

funds transfer request, budget allocations and internal apportionments

or program changes brought about by senior level management or board

of trustees.

. Facilitate communication of finance team objectives within Human

Resources by coordinating and facilitating SarbOx initiatives. Monthly

meetings that highlight the past months activity and make suggestions

on where they may see some savings.

. Monitor and analyze procurement/payment of all credit card purchases

through appropriate company accounting system; procure supplies,

equipment and services by preparing requisitions and electronically

transmitting them to the appropriate office for processing; maintain

inventory of property assigned to the HR department.

. Provide insight to the Finance Business Team when costs are driving

variances and ensure internal best practice adoption. Supervised

Financial Analyst

Cendant Corporation, Parsippany, NJ May 1995 to April 2000

Sr. Financial Analyst - Fairfield Resorts (company sold)

. High volume inbound and outbound calls to negotiate and service and/or

collect on portfolio accounts

. Maintain outstanding customer service, therefore maximizing customer

satisfaction and mitigating complaints and referrals to

supervisors/managers

. Provide accurate and well informed information and advice to customers

on all products; services and accounts

. Maximum recovery of arrears to ensure that arrears remain within

agreed targets

. Dealing with customers in financial difficulty

. Make sound decisions and recommendations based on appropriate

assessment of customer's ability to pay and willingness to co-operate

which encompasses all legislative; policy and procedural guidelines.

. Implement most appropriate course of action for resolution of

delinquency or irregular accounts in a timely manner

. Maintain accurate and up to date records of actioning, events and

account maintenance of the collections and servicing systems ensuring

that customer confidentiality is maintained at all times.

. Initiate follow up on all accounts in order to ensure payment plans

are fulfilled.

. Regular reporting and forecasting to meet KPI's and Targets

. Contribute at team meetings and other forums in a proactive manner for

continuous improvement of collections and recovery strategies

. Achievement of Key Performance Indicators and Targets on both an

individual and departmental basis

. Account maintenance and administration as required

. All other reasonable duties as requested or required for time to time.

Merrill Lynch Asset Management, Plainsboro, New Jersey US June 1990 to

April 1995

Sr. Fund Analyst- (downsized)

. Performs all aspects of the planning, analysis, formulation,

justification, presentation, execution, review and tracking of

assigned portions of multi-year budgets for the company. Responsible

for formulating and justifying a major segment of the organization

financial requirements. Provides local budget policy and procedures,

budget formulation assumptions, and formats and schedules to serviced

organizations for budget submissions.

. Develop narrative justification statements and presentation material

for budget submissions. Make formal presentations of budgets to

management and senior level executives within the Company. Review and

analyze budget submissions including budgetary goals, timetables,

milestones, and criteria for assessing program cost-effectiveness.

Establishes development of budget policy and guidance, budget

formulation, budget execution and provide financial advisor services

departments.

. Promote understanding, acceptance, and efficiency of financial

management and management analysis concepts, techniques, and

practices. Investigate and resolve crucial funding problems, policy

issues and program elements affecting resource management functions.

Plan basic concepts and policies of financial management in long- and

short-range administrative and operational plans.

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