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Manager Customer Service

Location:
Rye, New York, 10580, United States
Posted:
May 26, 2010

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****** J. *******

*** ******** ***** ******, *** NY 10552

ph. (914) ***-****; email: *********@*********.***

SUMMARY OF QUALIFICATIONS

Change Management Professional consistently acquired to "turn-around" or

centralize poor performing AR and related operational departments, where

others have failed. Progressive experience in all aspects of commercial

accounts receivable including: staffing, training, policy design, credit,

analysis, collections, contracts, recovery, litigation, factoring, charge

backs, liens, bonds, AIA's, credit cards, EDI, billing, quality assurance,

contract administration, customer service, operations, data/work flow

technology, metrics, conversions and financial

reporting/budgeting/forecasting and compliance with Sarbanes Oxley. A

proven leader (charged with oversight of up to 15 employees) with strong

organizational, presentation, innovative, negotiation, problem solving,

technical, and interpersonal skills in service-oriented, retail,

manufacturing, Fortune 500, and international firms.

EXPERIENCE

Velocity Express, Inc. 09/08 -

present

($500MM, nationwide, transportation, logistics network co. for primarily

the retail and pharmaceutical industry)

RETAIL DIRECTOR of CREDIT & COLLECTION and OFFICE SERVICES (Dept

relocating to TX)

. Centralized a loss prevention network among 150 warehouse locations,

while accelerating claim processing and identifying trends to

control/reduce their occurrence.

. Reduced claims from 12% to 2% of revenue within six months (company

record).

. Relocated and re-staffed the Retail Help Desk servicing customers and

internal employees to sustain, manage and track performance

improvements and disputes for the first time to support overall

strategic short and long-term goals.

. Spearheaded numerous new policies/procedures in the reorganization and

teamed with IT to create new software to manage the force reduction.

. Promoted in March 2009 to include oversight and control of Credit and

Collections.

. Increased percentage current from 66% to a company record of 81%

within one month, while supervising a staff of seven - after lay-offs

reduced to three.

Information Builders, Inc.

04/06-07/08

($300MM, world-wide, software, enterprise business intelligence and

consulting co. for Fortune 500 firms)

MANAGER of CREDIT and COLLECTIONS

(laid-off due to revenue reduction)

. Reduced DSO from over 100 to 63 days. Reduced 0-90 day age bands >15%

2006-08. Reduced 365 days plus age band >95% 2005-08 (all were

company records).

. Hired to customize, centralize, create and install a collection

calling program to encompass four different billing systems; create

policies and procedures manual; identify write-offs; adhere to

Sarbanes-Oxley; recover bad debt from 2003-05 to ensure auditors

remark positively.

. Identified and resolved several large accounts that cash was applied

on a "FIFO" basis; instituted numerous software enhancements with IT;

created a recognition and rewards program for Administrators and

reduced short pay by 20% and reduced unapplied cash to record lows,

while personally collecting on international accounts in 12 countries.

. Automated reports that for the first time measured and tracked all

disputes allowing for creation of a Collector incentive program to

ensure maximum performance and staff feedback, while also reducing tax

liability by collecting tax certificates.

. Created collection initiatives that doubled wire transfers, credit

cards and payment via overnight mail, while providing extensive

training to a staff of ten and collecting on int'l accounts.

. Qualitative analyses; identified and prioritized issues using cause-

and-effect and Pareto analyses; defined and implemented solutions

reducing re-bills from 30% to 15%.

. Provided management reporting on various metrics, DSO, cash flow

predictions, bad debt and trend information. Effectively interacted,

visited and communicated with a wide range of inter-department teams,

all levels of management and Fortune 500 customers.

Strauss Paper Company, Inc.

03/02-04/06 ($100MM, trucking distributor for paper products serving the

tri-state area)

MANAGER of CREDIT and COLLECTION (sought

more challenging opportunity)

. Created and sustained a 60 year record in 2003 and 2004 resulting in

percentage over 90 days late and in percentage of revenue current of

.002% and 87.9% respectively, within the first six months, analyzing

financials and expediting orders via D & B reports.

. Developed, implemented and maintained collection and dispute

resolution policy and procedures.

. Qualitative analyses; identified and prioritized issues using cause-

and-effect and Pareto analyses; defined and implemented solutions.

. Provided management reporting, training and presentations. Designed

and supported business improvements to reduce number of disputes

opened and accelerate cash flow.

. Provided management reporting on various metrics, DSO bad debt and

trend information.

. Effectively interacted and communicated with all a range of inter-

department teams, all levels of management and visited accounts

extensively.

Various Consulting Assignments while seeking full-time employment.

08/00-03/02

Positions included: Icon International (barter finance) - Director of

Credit, Union Pen - Senior Collector, Strauss Paper Co. (distributor) -

Credit & Collection Consultant

Re:Source New York, Inc./ Division of Interface, Inc.

09/98-07/00

($1B, World Wide Manufacturer and Distributor/subcontractor of Flooring and

a Direct Competitor of DuPont)

DIRECTOR of CREDIT and COLLECTION

(division closed)

. Created and re-organized a departmental merger of four companies A/R

departments, to achieve immediate positive cash flow goals for

servicing Fortune 1000 corporations.

. Decreased bad debt from 3% to 1%, while continuing service to marginal

accounts through the use of Dunn & Brad Street on-line reports,

extensive in-person negotiations, analysis of financials, web

searches, write-ups and Collector incentive programs.

. Created many credit/collection and reporting systems to include

adjunct departments; Operations, Billing, Contract Administration,

MIS, and Project Management that significantly increased our bottom-

line profits, as well as, for Re:Source America's twenty-four

subsidiaries.

. Brought previous collection turns from 249 days to present average of

86 days reducing borrowing and recovering balances up to two years

old, thereby received personal praise from the CEO of the parent

company, Interface, Inc, for this turn-around.

. Reconciled many misapplied accounts and established customized billing

procedures for our largest customers (brokerage firms, legal firms,

and lending institutions).

. Turned around several "unsalvageable" accounts to increase revenue.

. Forecasted, prepared, and analyzed cash flow, DSO and bad debt

reserve.

. Increased cash posting time from three weeks to one day.

Brink's, Inc. (Diamond & Jewelry Service)

10/94-09/98 ($1B, International, Consumer/business

Transporter of Currency, Valuables, Jewelry, Service of ATM's and provider

of Home Security Systems) (sought more

challenging opportunity)

REGIONAL MANAGER of CREDIT and COLLECTION (1/97-9/98)

. Co-managed an A/R re-organization, centralizing three divisions by

hiring, terminating, recruiting a department of eight employees to

also accommodate duties transferred from the corporate office.

. Implemented with IS one system upgrade and assisted in a complete

conversion to PeopleSoft and Developed strategies for improving

financial performance of the USA hub to deal effectively with

affiliates in 24 countries, extensive in-person negotiations, while

collecting on high-risk accounts and converting poor paying clients

into excellent ones.

. Managed a record bad debt recovery effort in Nov. and Dec. 1997

(exceeding goal by 60%). Brought previous collection turns from 100

days to present average of 51 days. Decreased bad debt from 1.5% in

1994 to .76% in 1997, while continuing service to marginal accounts

and

enforcing stringent shipping "hold" strategies.

. Created a record recovery of $350,000 in the first year on balances up

to four years old.

. Reduced interest expense by $36,000. Maintained database of 15,000

customers.

. Initiated the lock-box program; improved credit card processing;

increased cash posting speed dramatically; generated customized

management reports for this "start-up" department.

. Awarded executive training - experience compression laboratory.

CREDIT and COLLECTION MANAGER (10/94-1/97)

. Promoted after managing a staff of four (three Collectors, Cash Appl.

Clerk).

Dav-El Services, Inc.

07/91-12/93 ($100MM, global, corporate,

international limousine/travel company servicing agencies, hotels and

private clients)

MANAGER of CREDIT/COLLECTION

(Co. laid-off all Sr. Mgr's)

S.P. Network, Inc. 01/88-

07/91 ($30MM, agency)

OPERATIONS MANAGER

(sought more challenging opportunity)

Delonghi America, Inc. 07/85-

01/88 ($550MM, distributor of consumer appliances)

CREDIT/COLLECTION/RETURN MANAGER

(Co. relocated)

EDUCATION

Oneonta State University of New York

1982

Bachelor of Science Degree completed

Business Economics/Accounting credits earned

COMPUTER SKILLS

GETPAID, Excel (pivot tables), Access, Lotus 123, Lotus Notes, Vtrak,

PeopleSoft, Solomon IV, Trend, WebFocus, Microsoft Word, Word Pro, Outlook,

Resolution, MAI Basic IV, Placement Power, IBM SYS 36, WEBFOCUS and AS400.

REFERENCES PROVIDED UPON REQUEST



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