Customer Service Manager

Jeffrey Brad Morgan

**** *. ****** ***

Tulsa OK, 74112

Cell 918-***-****

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

Summary of Qualifications

. 16 years of management experience. Extensive experience in sales,

billing, customer service, credit, collections and operations management.

. Creative problem solver with exceptional analytical skills. Ability to

handle multiple projects, meet deadlines and achieve results.

. Excellent interpersonal, verbal and written communication skills.

. Experienced and trained in diversity management practices.

. Six Sigma Greenbelt training.

Professional Experience

2009 - Present NORDAM Tulsa, OK

Senior Credit Analyst

. Compiles and analyzes data from credit reports, financial statements,

banks, trade references and other sources for the use in credit

decisions. Extends credit to new customers and makes credit changes to

existing customers based on analysis.

. Supervises Accounting Assistant II responsible for customer master

maintenance.

. Utilized systems capabilities for tracking customer changes streamlining

customer master maintenance processes and eliminating the need for paper

documents.

. Evaluates customer payment trends for potential risks. Takes appropriate

action if necessary to minimize company losses when risks are identified.

Saved nearly 1 million dollars of potential losses through payment trend

analysis in 2009.

. Tracks and monitors the status of bankrupt customers. Makes

recommendations for reserves and write-offs.

. Reviews processes and implements changes to improve credit management

function. Conducts tests for proposed SAP enhancements regarding credit.

. Compiles monthly AR information and reports to upper management.

2007 - 2009 NORDAM Tulsa, OK

Senior Cash Accountant

. Analyzed and researched A/R related issues and processes associated with

cash application in SAP.

. Developed paperless cash application and journal entry processes

eliminating the need for manual document imaging resulting in hard and

soft cost reduction.

. Designed flowcharts for cash application and A/R related processes in

SAP.

. Created work step instructions for cash application and A/R related T-

codes in SAP.

. Tested and developed system enhancements in SAP.

. Work closely with collectors assisting in invoice research to clear open

A/R.

. Tracked and reconciled the United Way special event proceeds.

2002 - 2007 HSBC

Tulsa, OK

Senior Collector

. Negotiated payment arrangements and settlements on charge off status

credit card accounts. Analyzed credit reports to determine card members'

ability to pay.

. Skip traced to locate card members and update information.

. Mentored co-workers to enhance their CBS call model skills.

. Exceeded monthly standards of performance an average of 20% annually.

. Consistently averaged QA scores of 90% and above monthly.

2001 - 2002 The Atlanta Journal

Constitution Atlanta, GA

Circulation Billing Manager

1. Responsible for all circulation invoicing.

2. Directed and coordinated activities of two supervisors with combined

staff of 13.

3. Managed all AR related activity and cash application processing for

circulation.

4. Created and organized a collection division for corporate accounts.

5. Developed new procedures for cash application and A/R adjustments.

6. Reduced 60 day + outstanding receivables 42 % by year end 2001.

7. Proposed database enhancements and assisted with Implementation.

8. Prepared 1099's for independent contractors.

2000 - 2001 The Daily Oklahoman

Oklahoma City, OK

Zone Manager

9. Managed city-zoned area of circulation operations and distribution

center.

10. Supervised 6 district managers with independent contractor force of

60.

11. Trained district managers in contracting and managing independent

contractors.

12. Oversaw the monthly collections from independent contractors.

13. Identified service problems and resolved to prevent customer

complaints.

1996 - 2000 The Daily Oklahoman Oklahoma City, OK

Circulation Accounting Manager

14. Responsible for all circulation invoicing.

15. Managed all AR related activity and cash application processes for

circulation.

16. Generated and reported month end financial information.

17. Hired and directed the training of all personnel. Supervised staff of

13.

18. Member of project team that Implemented a new database for circulation

accounting. Worked closely with IT and the software vendor to

communicate database requirements. Created test scenarios to validate

functionality.

19. Proposed and implemented database enhancements to automate workflow.

20. Oversaw the tracking and reporting of paid circulation data.

21. Reduced department overtime by 50% through strong leadership skills.

22. Prepared 1099's for independent contractors.

1994 - 1996 The Daily Oklahoman

Oklahoma City, OK

Customer Service Manager

23. Managed all circulation customer service call center operations.

24. Hired and directed the training of all personnel. Supervised

staff of 23.

25. Monitored customer calls weekly and gave feedback to customer

service agents.

26. Analyzed subscriber retention and reported trends to circulation

management.

27. Maintained and controlled the household circulation database.

1989 - 1994 The Daily Oklahoman

Oklahoma City, OK

District Manager

EDUCATION: BA Management, Southern Nazarene University

TOOLS/ SOFTWARE: SAP, Word, Excel, PowerPoint, Outlook, Monarch, DISCUS,

FDR, Evolve, Fourth Shift,

ManMan, Pentagon

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