Customer Service Manager

Elaina D. Ballew

501-***-**** abm8n5@r.postjobfree.com

OVERVIEW

Professional with extensive experience in all aspects of collection,

customer service, credit, accounting and human resource management.

Skilled at building and managing high performance teams. Detail-oriented

person who understands the importance of good communication skills and

interaction with team members, customers and vendors. Strong problem

solving ability as well as customer and vendor resolution aptitude.

Superior analysis, organization and project management skills.

EXPERIENCE

ALLTEL CORPORATION, INC. /VERIZON WIRELESS, Little Rock, AR

2005 - 2009

Finance Supervisor, Accounts Payable

. Managed Accounts Payable Help Desk, A/P Utility, A/P Payment Processing

and Employee Expense Processing Groups totaling fifteen employees.

. Developed and implemented A/P Help Desk, providing assistance to both

internal employees and vendors. Developed and monitored metrics and

produced weekly, monthly and quarterly reports and trend analysis.

Within first six months, A/P help desk closed over ten thousand tickets

with less than one percent month to month carryover. Within first three

months improved national utility payment processes, thus eliminating cell

tower down time due to delinquent utility payments.

. Wrote new policies and procedures and implemented new utility payment

practices to further reduce disconnect issues and continue to maintain

100% uptime requirement.

. Successfully reorganized the team, improving the daily workflow.

. Recruited and conducted interviews of all candidates to ensure the

highest level of professional employees. Decreased employee turnover and

increased employee moral by developing employees for internal promotion.

LANIER WORLDWIDE, INC., Dallas, TX

2004 - 2005

Shared Resource Center Manager, Southwest Region

. Managed Customer Service and Collection Department, responsible for

customer service and for annual revenues of $65M in hardware, services

and supplies.

. Monitored call center metrics and produced weekly, monthly and quarterly

reports and trend analysis. Presented quarterly reports to executive

management at quarterly management meetings.

. Within first three months, improved national ranking of SW Region, from

seventh to fourth place. Rankings based on KPI's (Key Performance

Indicators) in A/R Aging, DSO, Credit Memo's and Unapplied Cash.

. Wrote new policies and procedures and implemented new collection

practices to further reduce collection issues and continue to decrease

DSO.

. Recruited and conducted interviews and testing of all candidates to

ensure the highest level of professional employees. Decreased employee

turnover and increased employee moral by developing and implementing

monthly and quarterly contests.

MINORPLANET SYSTEMS USA, INC., Dallas, TX

2000 - 2003

Billing / Collections Manager

. Managed Billing and Credit/Collection Department, responsible for

processing $40M in airtime, and $17M in equipment billing annually.

. Prepared monthly reserve analysis, cash forecast, and revenue trend

analysis. Prepared complex billing adjustments based on SLA (service

level agreement) requirements. Monitored call center metrics and

produced weekly, monthly and quarterly reports and trend analysis.

Elaina D. Ballew Page Two

MINORPLANET SYSTEMS USA, INC. (continued)

. Managed compliance of SLA, which required production of five bill cycles

per month and maintained other critical data for executive review.

. Provided strategic national account management and ensured contractual

compliance for all national account customers.

. Created new policies and procedures and prepared first departmental

training manual. Implemented new collection, A/R and billing practices

to further reduce collection issues and continue to decrease DSO.

. Team Led on ITDS Billing Software Implementation Project, resulting in

successful integration.

. Ensured GAAP compliance.

. Recruited and conducted interviews and testing of all candidates to

ensure the highest level of professional employees.

AMERIPATH INTEGRATED PATHOLOGY SERVICES, INC., Dallas, TX

1999 - 2000

Collections / Customer Service Manager

. Managed twenty plus non-exempt employees and two supervisors.

. Oversaw team who collected $48M in patient and doctor medical accounts.

. Created and implemented new collection practices to further reduce

collection issues and decrease Average Days Outstanding (ADO).

. Ensured efficient workflow by modifying procedures and staff assignments.

. Conducted interviews and testing of all candidates to ensure the highest

level of professional employees.

COTELLIGENT, INC., Dallas, TX

1998 - 1999

Collections Manager / Senior Accountant

. Responsible for collection of $25M in Fortune 500 client accounts.

. Reduced 90+ Day accounts from 17.62% to 1.60% of total revenue in six

months.

. Average Days Outstanding (ADO) was reduced from 69 to 57 days, thus

complying with goals established by corporate accounting.

. Created and implemented new collection, A/R and billing practices to

further reduce collection issues and continue to decrease ADO.

. Responsible for G/L through Financial Statements.

. Prepared Budget and Forecast reports for corporate accounting review.

ACCU-CHEM LABORATORIES, INC., Dallas, TX

1989 - 1998

Accounting / Human Resource Manager

. Managed Billing, Collections, Accounts Payable, Electronic Insurance

Filing, Payroll and G/L through Financial Statements.

. Prepared Budget and Forecast reports for corporate accounting review.

. Conducted interviews and testing of all candidates to ensure the highest

level of professional employees.

. Designed and implemented employee benefits manual, which increased

employee understanding of personnel policies and benefits.

. Evaluated all benefit plans and recommended changes to control costs and

improve administrative efficiency. Introduced new insurance program

including an HMO & PPO option for medical coverage, resulting in higher

employee retention.

. Wrote job descriptions and evaluated average salaries in the industry to

provide for equitable salary administration.

DAISYTEK INC., Dallas, TX

1983 - 1988

Purchasing Agent / Inventory Control 1986 - 1988

Accounts Payable 1984 - 1986

Accounts Receivable 1983 - 1984

Elaina D. Ballew Page Three

SKILLS

MS Office Suite Peachtree ITDS 10x Billing Software

SQL Accounting Software AS/400 MBA Accounting Software

J D Edwards Accounting Epicor & Platinum Utility Management Systems

Software Accounting Software Pro

EDUCATION

Bookkeeping Certificate, Richland College

8 hrs. Accounting I & II, Collin College

Situational Leadership and Management Essentials I & II, 2004

Management Skills for Managers & Supervisors, Fred Pryor Seminars, 2004

Leadership and the One Minute Manager, Ken Blanchard Seminars, 2005

Managing Multiple Priorities, Fred Pryor Seminars, 2005

Managing It Right Track I & III, 2005 and 2006

Seven Habits of Highly Effective People, Steve R. Covey Certificate, 2006

Personal Strategies for Navigating Change, Achieve Global Seminars, 2006

Building Team Pride and Purpose, Achieve Global Seminars, 2007

Delegating for Shared Success, Achieve Global Seminars, 2007

5 Steps to Inspirational Leadership, Achieve Global Seminars, 2008

Inspired Teamwork and Leadership, Achieve Global Seminars, 2008

MEMBERSHIPS / ASSOCIATIONS

International Accounts Payable Professionals, Member since 2007

National Association of Professional Women, Member since 2009

HPM Network with Women, Director Central Arkansas Chapter since 2008

Cambridge Who's Who Registry Among Executive and Professional Women

2008/2009

Certified Interior Decorator, C.I.D #1995 since 2004

References available upon request

Contact this candidate