Management Customer

Wayne S. Crawford

** ***** *** ~ Newton, New Jersey, 07860

Phone: 973-***-**** **********@**********.***

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QUALIFICATIONS

Accomplished, highly skilled corporate and consumer accounts receivables

professional with 20+ years experience in credit and collections. Proven

record of accomplishment in creative solutions, key account management, and

dispute resolution, exceeding goals for positive accounts reconciliation.

Known for detailed, rational approach to developing and maintaining

accounts in full performance. Specialist in delivering underperforming

accounts into corporate compliance. Selected by senior management to

problem solve and remediate breakdowns and inefficiencies. Ensure the

maintenance of corporate quality and integrity. Recognized proficiency in

financial receivables and daily payment postings. Corporate customers

include General Dynamics, Delphi, Louis Vuitton House of Fashion, Maersk

Lines, Lillian Vernon, Warnaco, and more.

Computer Skills: SAP ECC/MySAP, Windows 7, Windows XP, MS Word, MS Excel,

proprietary web-based collection systems

CAREER ACHIEVEMENTS

Client Invoice Reduction/Asset Recovery: Decreased annual outstanding

invoices for major clients by 35% at Panalpina, Inc., and increased overall

asset recovery by 30% at PNC Bank.

Improved Communications / Negotiations: Negotiated settlements and created

payment plans with customers to minimize financial liability and court

costs for major clients. Took ownership of legitimate customer issues

(against client); resolved legitimate customer claims and saved business

relationships.

Court Appearances: For PNC Bank, actively supported legal efforts of Bank.

Testified before grand jury to establish evidence of suspicious and

potentially fraudulent behavior on bank account; customer was indicted.

Successfully defended Bank in small claims court proving patterns of

chronic delinquencies and justifying late fees.

PROFESSIONAL EXPERIENCE

PANALPINA INC., Morristown, NJ 5/1998-3/2009

Senior Collector, Corporate Receivables

. Developed and managed collections and credit programs, established

processes and procedures for corporate client accounts.

. Reviewed new clients' Dun & Bradstreet reports, appraised credit

proposals, and recommended appropriate credit limits (up to $25K).

. Prepared formal reports for upper management on a routine basis.

. Researched, managed, and applied payments to unprocessed checks; examined

and reconciled partial over/under payments and posted payments using

Account Clearing Module.

. Developed and cleared receivable payment batches and applied using SAP

Cash Deposit Module.

. Coordinated with various departments to stay current with process changes

and customer updates.

. Maximized recoveries and exceeded recovery goals; identified $500K

unprocessed daily payments from Citibank General Ledger.

Senior Collector, Corporate Collections

. Managed $6M freight forwarding account portfolio.

. Reviewed accounts with customers regarding past due invoices and

facilitated dispute resolution between branch offices and clients

regarding challenged invoices.

. Created weekly spreadsheets and aging reports for all accounts under

review, compiled collection statistics, and forwarded to management.

. Reviewed all accounts with branch officers and generated monthly billing

statements for account portfolios.

. Built and maintained business relationships with customers and branch

office management, growing client base and enhancing customer

satisfaction and client retention.

. Identified overlooked issues and recommended corrective actions to

prevent recurrences.

PNC BANK, West Paterson, NJ 1984-1997

Supervisor, Merchant Services

. Managed merchant services; supervised and trained three staff members.

. Enforced and executed plans, policies, and programs in collaboration with

senior management; motivated staff, drove performance, and conducted

employee performance reviews.

. Oriented merchants regarding VISA and MasterCard rules, regulations and

acceptable/unacceptable practices and reinforced compliance guidelines.

. Implemented security procedures for lost/stolen check cards; ensured

compliance with Bank policies and monitored for timely resolution of

irregularities, defects, and control deficiencies.

. Responded to merchant requests and inquiries on deposits, account

charges, supplies/equipment and point of sale procedures and

simultaneously cultivated additional business.

. Supported customer/bank branch inquiries; researched issues, resolved

problems and followed through with detailed responses.

. Reduced the number of delinquent merchants by securing and preparing

quarterly charge-off reports, keeping accounts current.

Supervisor, Recovery Unit

. Supervised Recovery Unit staff for debt recovery processes and

procedures; increased overall asset recovery by 30%.

. Negotiated settlements and payment schedules on defaulted loans and

equipment leases, maintaining business relationships with collection

agencies and legal counsel.

. Assigned scheduled court appearances on proof hearings for consumer and

corporate debt, prepared supporting legal documentation for proof

hearings, and reviewed documentation prior to litigation.

. Filed proof of claims on bankrupt accounts and represented bank as expert

witness at proof hearings.

Supervisor, Bank Card Collections

Collector, Bank Card Collections

. Coordinated collection of corporate and personal VISA and MasterCard

accounts, arranging payment schedules on delinquent accounts.

. Communicated with attorneys and credit card counseling services regarding

bankcard operations and collections procedures.

EDUCATION

SUSSEX COUNTY COMMUNITY COLLEGE, Newton, NJ

A.A.S. Legal Studies

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