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Customer Service Management

Playa Del Rey, California, 90293, United States
May 28, 2010

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**** ******** **. # *** ( Playa Del Rey, California 90293

(626) ***-**** (

Managing Director: Credit and Collections

Media, E-organizations, Manufacturing

Highly focused, action-oriented visionary directly impacting corporate

growth and profitability by revolutionizing and building effective Credit,

Collections, Billing, Accounts Receivables, Customer Service departments

and protocols. Highly adaptable professional with national and

international corporate business experience across multiple industries and

Goal-driven leader with the demonstrated ability to align internal

operations with overall corporate goals through well-crafted and executed

strategic plans resulting in higher employee productivity, morale, and


. Motivator skillfully communicating and securing buy-in for pervasive

organizational changes, decisively devising and implementing major policy

changes yielding rapid yet qualitative results in a team-spirited


. Fluent in English and Spanish.

Operations Management ( Operational Restructuring ( Turnarounds (

International Business ( Staff Retention Negotiations ( Policies,

Procedures, and Process Development ( New System Development (Complex

Credit Analysis Expertise ( Team Development ( Problem Resolution (

Strategic Planning ( Cash Flow Management


TELSCAPE COMMUNICATIONS INC. Monrovia, California ( 2008-2009

Senior Director of Credit, Collections, A/R, Risk Management and Outsourced

Customer Service

Handpicked by the CEO and CFO of the $125M telecommunications company to

overhaul and rebuild the Accounts Receivable department of a private

telecommunications corporation catering to the Hispanic markets in

California, Nevada, Central America, and Mexico. Optimized cash flow

slashed operating expenses and bad debt and instituted productive new

protocols and A/R systems. Heightened employee morale and stabilized the

workforce. Revamped job descriptions, resulting in pay increases for

qualified front-line and managerial staff.

Select Key Highlights:

. Achieved an average cash flow management rate of 98% per month over 2

years, up from a previous 87%.

. Originated effective new reports designed to more accurately calculate

international corporate performance.

. Strengthened overall processes, including system set up, business

management, and cash flow, despite a workforce reduction from 39 to 14


. Cut bad debt from 6.5% to 3.2% of revenues in one year.

. Captured $864K in cost savings after eliminating a contractor with a

Mexico vendor.

EXPERIAN INTERACTIVE (dba), Los Angeles, California ( 2006-


A direct affiliate of Experian Group with clients in 67 countries and $4.1B

annual revenues.

Senior Director of Credit, Collections, Receivables and Client Relations

Pioneered and instituted official protocols governing the company's

inaugural Credit, Collections, and Cash Receipts Departments. Implemented

viable new policies, procedures, and processes, augmenting existing

systems and introducing new applications. Introduced several new tools,

including systems reports to calculate overall performance.


Senior Director of Credit, Collections, Receivables and Client Relations


Evaluated and addressed staffing levels and training needs. Instituted

operating budget controls while negotiating payment for outstanding

balances as part of debt reduction strategies. Retooled credit

applications, invoices, forms, and telephone scripts. Downsized staff

from 17 to 12 as the leader of 2 direct reports.

Select Key Accomplishments:

. Spearheaded numerous improvements during tenure with the company,

including a 37% jump in cash flow coupled with a drop in 90+ day balances

from 14% to 1%.

. Augmented system's credit analysis module producing efficiencies, and

automation on financial statement ratio and trend analysis.

. Established first formal credit department including Policies,

Procedures, and Processes.

. Developed reports for new metrics performance and risk management.

. Slashed bad debt from 10.5% to 3.1%.

. Procured collateral on leveraged clients including corporate guarantees,

liens and Letters of Credit.

. Contributed to the procurement of a favorable verdict in 5 lawsuits

brought against the company.

. Authored the department's first official policies, procedures, and

processes manual within 4 months of assuming the role.

. Engaged in retraining department managers and credit analyst staff in

management skills, and in depth comprehension of financial statements

analysis and credit risk analysis.

. Incorporated 4 receivable portfolios from newly purchased companies.

PRIMEDIA PUBLISHING INC., Los Angeles, California ( 1999-2005

Sr. Dir., Credit, Collections, Cash Receipts, Billing, Record & Risk

Control, and Customer Service

Restructured the west coast Accounts Receivables department, transforming

operations to strengthen cash flow, improve receivables, drive sales

growth, and revolutionizing morale. Introduced a new receivable software

system as the leader of the Credit, Collections, Cash Receipts, Record

Management and Billing departments.

Select Key Accomplishments:

. Reduced days sales outstanding (DSO) from 61.6 to 37.4 days.

. Demonstrated 0% tolerance for invoicing and billing discrepancies.

. Plummeted 90+ day balances from 27% to 1.5% of Receivables.

. Developed direct managements' skill set, knowledge and standardized

management style.

. Increased customer portfolio from 5,700 to 7,200 accounts.

. Cut staff from 42 to 30 people as the manager of 5 direct reports after

transitioning the Connecticut office to Los Angeles.

Note: Additional work history includes a role as Director of Business


upon request.


Graduate Studies in Economics of Latin America

Universidad Autonoma de Mexico

Bachelor of Science in Economics

University of California, Los Angeles

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