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Customer Service Manager

Location:
Springfield, MO, 65809
Posted:
July 05, 2010

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Resume:

Brietta M. Moore

**** **** *** ***** . ***********, MO 65809 . 214-***-**** .

abmgcp@r.postjobfree.com

Summary of Qualifications

Accomplished professional with experience in financial analysis and

management and significant contributions to high growth organizations

including achievements in budget and credit management, managing capital

project spending, and SAP system operations.

. Proves effective in driving solutions to meet challenges of complex

system rollouts and ongoing application.

. Demonstrates excellent analytical, communication, executive

presentation, and interpersonal skills.

. Establishes and manages financial operations for long-range objectives

for growth and profitability.

. Contributes leadership qualities to plan and oversee projects from

conception to successful completion.

. Resolves problems swiftly and independently and motivates teams for

maximum performance.

Technical skills: SAP, Hyperion, JD Edwards, DBII, C2C, PowerPoint, Excel,

Access, Word, Project, and Lotus Notes; exposure to PeopleSoft, Java, C++,

and Visual Basic.

Core Competencies

SAP . Financial Services . Organizational Development . Business Strategies

. Professional Development

Customer Service . Staffing & Training . Continuous Improvement . Value

Stream Mapping . Lean Processes

Professional Experience

ROBERT HALF INTERNATIONAL, Oakland, California

2008-2010

Finance and Accounting Executive Management Consultant

. Review Customer/Division P&Ls and identify risks and

opportunities.

. Develop and maintain scorecards (financials, share, execution

KPIs) to execution.

. Responsible for Period reporting in SAP.

. SAP budget creation and review.

. Provide clear explanations of performance results/variances to

Plan, Forecast, LY .

. Prepare period business review.

. Assist customer forecasting process.

. Create forecast and assess variance vs Plan.

. Identify risks/opportunities.

. Review forecast with Finance Director and agree on submission.

. Provide the highest quality customer service to both clients and

candidates.

PEPSICO, Plano, Texas

2006-2007

Manager- PepsiCo Financial Shared Services

. Manage baseline processing for cash application, credit, and

customer service for three separate teams totaling 25 associates.

(Annual billing and collections of $2 billion)

. Develop and prepare annual goals and KPI's for cash application,

credit, and customer service.

. Monitor all cash application processes and business systems to

ensure that internal service levels agreements are achieved.

. Lead cross functional collaboration with field/sales personnel on

potential credit risks, terms enforcement and customer issues.

. Developed Financial Models for metric tracking.

. Monitored and implemented steps that minimized credit risk

(bankruptcy).

. Prepare mid-year and year-end performance evaluations.

. Trained over 150 associates and managers within the PFSS Accounts

Receivable team in Microsoft Excel.

. Developed and implemented training/tools that enhanced productivity

for the team.

. Review daily, weekly and period reporting for accuracy and

investigate variances and potential credit risks.

. Managed special projects with coordination of respective

individuals and teams in the field and corporate.

. Negotiated change in proof of delivery requirements for a high

profile customer to streamline PepsiCo internal processes and

leverage electronic signatures.

Brietta M. Moore

Page 2

ROCKWELL COLLINS, Cedar Rapids, Iowa 2005-2006

Lead Engineering Financial Analyst/Manager

. Led SAP financial forecasting, budgeting, and actual tracking for

more than $50 million; built financial modeling in SAP; and served

as lead developer for 2006 annual operating plan.

. Guided and mentored three senior financial analysts through

personal development plan process.

. Functioned as chief financial advisor to senior vice president of

department, chaired capital project committee, and participated as

member of leadership team.

. Provided quality recommendations through detailed analysis to

senior leadership for effective decision making and presented

monthly financial reviews to senior vice president and staff.

. Analyzed and reported operating expenses and project and program

spending.

. Advanced financial acumen of department by initiating more

involvement with engineering's projects.

DELPHI E&C, Saginaw, Michigan 2002-2004

Financial Analyst II

. Managed team of 40 salaried personnel in implementing and facilitating

UAW acquisition card (used by floor supervisors for mechanical

problems encountered in manufacturing plants) auditing and usage.

. Streamlined acquisition card process by inputting receipt information

into Excel then uploading into SAP, eliminating need for paper

reports; organized expense reports according to Sarbanes-Oxley

regulations.

. Contributed as SAP team lead for departmental budgeting and reporting,

planning and implementing department budgets between $50 million and

$75 million.

. Audited policies and procedures for more than 25 plants domestically

and internationally.

. Directed 150 salaried and hourly/union employees in annual inventory

process, accomplishing first on-time completion and stock levels

accurately matching SAP and books.

. Began planning four to six months prior to inventory, organizing

manpower and running system tests to ensure smooth process; held

training sessions with system operators for inputting data.

. Automated scrap report that outlined SKUs remaining in plant, making

data easier to read and functionally simpler by taking information out

of SAP instead of from Legacy systems.

. Facilitated accounting continuous improvement and lean workshops and

employed value stream mapping to analyze system opportunities.

. Supervised interns in accounts payable/ receivable and payroll

functions and consulted with managers and senior staff regarding

financial procedures.

BLUECROSS BLUESHIELD, Eagan, Minnesota 2001-2002

Financial Analyst

. Championed integration and introduction of SAP software into financial

department.

. Planned and implemented annual department budgets in excess of $10

million.

. Organized department policies and procedure manual, led internal

financial consulting activities, and served as specialist for business

partnership development.

. Designed procedures for interviewing and reviewing external contractor

data and analyzed major capital expenditure requests for senior

management.

. Supported director of finance for computer information group and was

asked to continue serving as his financial analyst after his promotion

to CIO.

. Made recommendations to CIO and other senior managers regarding

potential business relationships.

. Managed financial analyst interns and helped develop their skills.

Education

M.B.A., Finance Management, Central Michigan University, Mt. Pleasant,

Michigan Dec 2010

Graduate coursework

B.S., Business Administration/Finance, Florida A&M University, Tallahassee,

Florida 2000

Minor: Computer Information Science

Responsible for directing plant production for assigned department. Ensures

that these schedules are met, while maintaining quality and profitability

levels. Coordinates inventory and staffing levels. Participates in company

planning through budget preparation, capital expenditure recommendation,

manpower and space forecasting. Responsible for safety and hygiene in the

department.

. Provides leadership, coaching, and mentoring to subordinate group.

. Assigns or delegates responsibility for specified work or functional

activities and disseminates policy to supervisors.

. Gives work directions, resolves problems, prepares schedules and sets

deadlines to ensure timely completion of work. Coordinates activities of

department with related activities of other departments to ensure

efficiency and economy.

. Monitors and analyzes costs and prepares budget. Prepares reports and

records on department activities for management.

. Evaluates current procedures and practices for accomplishing department

objectives to develop and implement improved procedures and practices.

. May recommend employee hire, promotion, discharge or transfer.

. Enforces all company policies and terms of Collective Bargaining

Agreement fairly and consistently.

. Manages and evaluates performance of staff by coaching employees,

conducting performance appraisals, administers discipline, training and

development through on-the-job programs.

. Analyzes and recommends manpower requirements, assigns and directs work,

ensures proper safety equipment is worn and proper safety procedures are

followed. Is directly responsible for the safety of those under his

supervision.

. Coordinates work of outside vendors.

*Will perform other duties as assigned.

Job Requirements :

. BS degree in Management.

. 5 - 7 years union manufacturing experience or a combination of both.

. Ability to work with individuals or groups, plan, organize and prioritize

work load.

. Strong communication, leadership and organizational skills.

. Basic mechanical aptitude, math and computer skills.



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