Customer Service Management

Alan Grove

**** ******** ****** ***** ( BOONSBORO, MARYLAND 21713

******@******.*** ( home 301-***-**** ( cell 240-***-****

Professional Summary

An accomplished financial executive and business consultant with over 16

years of progressive experience in managing accounting operations, project

management, and the implementation of business management software. Over 10

years of Microsoft Dynamics GP project management, implementation,

configuration, and training experience. Demonstrated ability to work with

widely diverse companies throughout all levels of the organization.

Possess excellent writing, communication, and leadership skills.

Core competencies include:

Accounting Management Cash Management Project Management

Financial Analysis Budgeting Software Implementation

Forecasting Cost Reductions Regulatory Compliance

Communication Leadership Efficiency Improvements

Career Experience

KTL Solutions, Inc. Frederick, MD Feb 2005 -

Aug 2010

ePartners, Inc. Chantilly, VA Jul 2002 -

Feb 2005

Signature Systems, Inc. Rockville, MD May 1998 -

Jul 2002

Sr. Business Consultant providing consulting, implementation,

training, and project management services to a wide range of mid-

market companies and public housing authorities.

. Successful Microsoft Great Plains implementations include well-known

international security company, gourmet muffin manufacturer, internet

based furniture products company, public real estate investment trust

(REIT), large systems supplier, public television station, various

member associations, telecommunications company, diversity consulting

firm and large medical practice to name a few.

. Specializations include large human resource/payroll and distribution

implementations.

. Perform interim Controller functions during clients search for Chief

Financial Officer.

. Extensive experience analyzing current business processes, providing

process improvements and implementing new solutions.

. Compiled extensive business process and training documentation for

clients.

. Extensive experience migrating data from legacy financial systems.

. Broad financial report development skills with FRx, Crystal and SQL

Reporting tools.

FDMS, Inc. Hagerstown, MD Jul 1996 - May 1998

. Division Controller managing Accounting and Cash Management daily

operations. Daily volume in excess of $600 million dollars. Work

closely with internal and external audit. Established improved

accounting flows, clearing procedures, risk analysis, etc.

. Managed the successful implementation of Oracle Financials 10.7 for

Financial Services division, working closely with programmers and

operations on design, testing, capital purchases, employee resources,

etc. Included development and testing of in-house receivables module

(Production Audit Tracking System).

. Managed the conversion/implementation of new business, systems

enhancements, procedural changes, etc. Work closely with operational,

systems, and external personnel to ensure successful transition into

Financial Services. Responsible for preparing and giving

presentations to prospective clients regarding Financial Services

operations.

. Designed and implemented general ledger entries / accounting flow for

Full Service Processing (FSP) and Revenue Sharing Banks (RSA).

. Responsible for the overall development of training material and

training of external FSP and RSA bank personnel regarding Financial

Services operations.

Citicorp Credit Services, Inc. Hagerstown, MD Jun 1991 - Jun

1996

. Senior Financial Analyst for Europe / North America Cards (Citibank).

Oversee $150 million operating budget for Transaction Services

operations. Work closely with senior management across the United

States and Europe regarding major financial decisions and fulfillment

of monthly financial process. Functions include accrual entries,

forecast projections, budget compilations, account reconciliation,

financial statement preparation, variance reporting, opportunity and

risk reporting, cost of funds analysis, and presentations to senior

management.

. Managed the successful integration of Collections processes into

Corporate Finance.

. Financial liaison for other strategic business operations within

Citicorp. Process and control $36 million intercompany operations.

Execute revenue / expense entries and monthly billings to affiliates.

. Worked on 5 person team responsible for re-engineering entire

financial process. The task being to develop a premier decision making

tool, generate the accruals, forecasts, etc. in a more systemic

fashion with a 65% reduction in staff.

. Managed 25 Customer Service Representatives motivating to achieve and

surpass productivity / quality standards. Compiled and administered

performance appraisals.

Education

Bachelor of Science, Accounting & Finance (1991)

Mount Saint Mary's College - Emmitsburg, Maryland

CERTIFICATIONS

Certified Public Accountant (Inactive), State of Maryland, 1992

Microsoft Certified Professional, SQL Server, 2002

Microsoft Certified IT Professional, Dynamics GP10, 2010

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