Customer Service Manager
Resume:
Doreen L. Gorans ***** SE King Road
Happy Valley, OR
97086
Cell
************@*******.***
Billing & Accounting Manager / Business Analyst/ Call Center & Customer
Relations Manager/Credit Counseling Manager/ Loss Prevention Manager
Data & Document Storage Manager
Accounting Professional through a multitude of accounting competencies
including accounts payable, receivables, billing, cash applications,
contract negotiations, credit authorization, balance sheet reconciliation,
credit card programs and check acceptance procedures.
Collections & Credit Manager with demonstrated growth and success in
developing and directing an organization's loss prevention and collection
strategies, tactical plans and revenue performance objectives. This
includes designing startup departments, negotiating contracts, establishing
procedures, implementing cost saving programs and managing dynamic and
significantly effective campaigns.
Loss Prevention Administrator with breadth of experience instituting
standards in new and established departments - reducing shrink and
improving company revenue in retail organizations and billion dollar firms.
A manager who fosters growth and increases company profitability.
+ Corporate Finance & Accounting Management + Credit Authorization
& Analysis
+ Strategic Planning + Collections and
Credit Management
+ Productivity & Statistical Analysis + Balance Sheet
Reconciliations
+ Fostering Shared Operational Vision + Negotiating
Vendor and Customer Contracts
Education: Medical Coding and Insurance Billing at PCC (Medical
Terminology, CPT-4, ICD-9 Coding), General Studies, Portland State
University; Fred Pryor & SkillPath seminars; National Association of Credit
Management and Warner Pacific College, business management courses.
Billing & Data Management
Waste Management Co., Portland, Oregon 2005 to
Present
Manage Billing and Data Department in the Pacific NW market area office for
this National Waste and Recycling Company. Interpret and update systems
with government and open market services and rates. Audit and implement
controls to ensure accuracy in billing.
+ Operational Productivity Statistics - Responsible for the entry and
reporting of driver records and reporting of valuable statistical
data.
+ Rate Analysis and Data Cleansing- In coordination with Rate and
Municipalities Manager, analyze contracts, provide system codes and
execute rate changes. Act as system liaison for data alignment/system
changes and submission of programming change orders and data
cleansing.
+ Residential and Commercial Billing - Receive, create and audit
customer charges to result in high volume of accurate billing, with
monthly revenue of approximately 12 million. Execute monthly system
tasks and controls to ensure timely and accurate reporting, month end
closings, reconciliation and interfaces.
+ Set-Up of Commercial Contracts - Audit and input customer contracts
in order to establish new or changed sales agreements and rates.
+ Cash Applications - Responsible for application of receivable
payments and customer adjustments.
Collections & Customer Service Call Center Manager
Hollywood Entertainment, Wilsonville, Oregon 2001 to
2004
Recruited by company to set up collections model and improve product
recovery. With an emphasis in customer service, supervised collections
using a customer friendly approach to foster good relationships and
increase customer loyalty. Direct the collection and profit improvement
departments for this billion dollar company of 1,850 stores in 47 states.
+ Company Collections - Responsible for the design and implementation
of new department. Established standards, negotiated contracts,
defined system requirements, recruited and hired team members and
wrote and delivered training programs. Improved collections and
product recovery by 50%.
+ Manage Collection Strategies - Call Center team members making
approximately 3,000,000 outbound calls, properly answered 720,000
inbound calls and mailing of 3,000,000 letters yearly.
Negotiated contracts with 3rd party collection companies, reducing
collection costs by 50%.
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Doreen L. Gorans
Collections & Customer Service Call Center Manager, continued
Hollywood Entertainment, Wilsonville, Oregon
+ Customer Service - Build and create processes that drive attainment
of corporate vision.
Customer focused with a strong knowledge of current trends, steering
company operations in product recovery initiatives.
+ Management of 35+ Employees - Recruiting, hiring and training new
employees. Directing the day-to-day supervision, including bench
strength, succession planning and evaluating performance. Improved
employee retention and eliminated need for contract employees.
+ Profit/Process Improvement - Facilitation of cross departmental
teams to establish check cashing parameters, dispute resolution
processes, department accountabilities, and information system project
design and prioritization.
Customer Service Analyst & Counseling Services Manager
1999 to 2001
Genesis Group, (OR & WA) & Consumer Credit Counseling Services (OR & WA)
Hired to evaluate customer service skills on a contract basis while
managing 22 employees at 4 debt reduction office locations. Provided
counseling, debt reduction plans, and quality improvement feedback.
+ Service Level Audits - Evaluated customer service skills, according
to company defined standards, by posing as 'secret shopper' at various
retailers and banking institutions. Document scenario results and
provided personal feedback and improvement plans.
+ Compliance Standards - Evaluated application and interview audits
for compliance to company and national standards. Created training
documents to support expectancies and provide tools for achieving
them.
+ Customer and Vendor Relations - Monitored customer and vendor
complaints, facilitating and documenting solutions. Provide timely
feedback to internal and external customers.
+ Goals & Quality Plans - Motivated employees to achieve defined
monthly goals for completing of quality plans.
Collections and Loss Prevention Call Center Manager
1993 to 1998
Fred Meyer, Inc., Portland, Oregon
Managed department at the corporate headquarters for this billion-dollar
retail company with 130 stores in 9 states.
+ Management of 41 employees at Corporate Office. Performed all
aspects of human resources
management within department comprised of statistic management, call
center, collections, and loss prevention.
+ Collections & Loss Prevention - Responsible for check collections
fraud detection, check authorization, statistical data, new hire
background screening, and civil shoplifting collections, including
large customer service call center serving 130+ retail store locations
in various states.
+ Manage & Establish Collection Methods - Evaluate and implement
collection methods including letters, call scripts, skip tracing, and
agency standards.
+ Contract Negotiations - Negotiated contracts with collection
agencies and other outside vendors.
+ Business System Analysis - Participated in creation of system test
scenarios, financial system interface, and training documentation and
presentations.
Accounting Supervisor - Finance 1978 to
1993
Fred Meyer, Inc., Portland, Oregon
Managed multiple corporate financial and accounting departments for this
"one-stop-shopping" retailer.
+ Accounting Manager - Responsible for a variety of departments
including 10+ years of accounts payable (direct store, warehouse and
expense), accounts receivable, document storage, co-operative
advertising, debit voucher receivables, 1099s, SOX controls and media
advertising contracts. Managerial responsibility for the recruiting,
hiring, training of 23 employees (exempt, non-exempt & bargaining
unit), with a department retention rate of 95%.
+ Credit and Billing Manager - Initialized and administered
commercial accounts for contractors, government agencies, non-profit
organizations, property management firms and third party pharmacy
billing. Personally handled credit authorizations, established credit
limits, hold, accounts closures, balance sheet reconciliations,
attended National Association of Credit Management industry group
meetings.
+ Document Storage & Technology - Facilitated implementation of state-
of-the-art Kodak Imaging Scanning on-line project, reducing paper flow
and improving payables processing.
+ Strategic Planning - Participated in executive sponsored strategic
planning initiative with the objective of improving corporate wide
efficiencies and department realignment, resulting in a reduction of
overhead expenses by 30%.
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