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Customer Service Manager

3038, United States
May 25, 2010

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Richard Tremblay

* ****** ******, *****, ** *****

(603) ***-**** (home) / (603) ***-**** (mobile)

EDUCATION: MS International Business, S NH Univ.

BS Business Admin and Sociology, U Mass


2/09 to 12/09 Pike Industries, Belmont, NH

Corporate Credit Manager:

. Very Hands on Credit Manager- Managed and Supervised 2 Credit Departments

overseeing Credit Approval, Collections, Cash app, Billing and Disputes,

Bad Debt Reserves, M/E activity and Performance Reporting.

. Improved Processes by:

1. Implementing using Financial Statement Analysis, Use of more in

detailed credit research and when warranted requesting Personal-

Individual Financials and use of Personal Credit Reporting

2. Improved Collections traveling to customers to negotiate credit

matters as well as to build relationships with Key Accounts and

Support Sales.

. Some travel prevented bank foreclosures and bankruptcy

and resulted in full payments.

3. Prevented losses by leveraging liens and bond claims to resolve

unwarranted claims of contractors' short pays, used to cut their

own losses or cost over runs. ($3Mil.)

1/7 -2/09 Consulting Engagements:

Cognos/ IBM Burlington, M

Consultant for Credit Extension, Risk Analysis, and A/R Collection during

IBM Restructuring

. Resolved many multi-million dollar complex billing issues for Major


By working on Customer Web Sites and coordinating with purchasing agents

for E-Billing

. Supported sales Growth consulting on prospective new business

. Met lowering DSO goals and attained monthly cash flow projections

collecting AR

GPX, Malden,MA

Consulting Director of Credit:

. Managed, Supervised and Coached 10 people in US and Canada- overseeing

Approvals, Collections, Cash App, Billing claims, Bad Debt, Export Docs,

Month End Close and Performance Reporting, Bank Reporting, Credit

Insurance and other.

. Improved Performance Processes:

1) Mentored two Credit Teams to focus on DSO reduction.

2) Strengthened Approval Process: Coached Team to use detailed financial

analysis and comprehensive credit info. to evaluate credit worthiness

and determine limits.

3) Tightened Controls: Introduced new Security Methods for

risky transactions to strengthen cash flow and minimize potential


. Prevented Write-offs: Worked closely with Sales on key accounts to

resolve Old and Large product and pricing claims, Consignment reporting

Problems and Missing inventory.

. Unified 2 Departments: Empowerment and information sharing of AR

performance (using charts, pivot tables, etc.) and cash flow projections,

weekly sent to executive management.

. Improved Global Communication and International Order flow: To aid

handling the volume and complexity, hired a Logistics Agent, previously

worked with at Polartec

. Added Asset Protection: Engaged International Credit Insurer which hedged

risk and increased borrowing capacity

Polartec, LLC, Lawrence, MA: Consultant for High Volume and High Dollar


. Prevented Revenue loss through discovery of unpaid Export L/C's expiring/

not presented

. Recovered more than $2 mil on exports working closely with logistics

companies and International banks and negotiating with customers

04/06-12/06 Silvestri, Inc. / E-Toys Direct, Beverly, MA

Credit Manager and Customer Service Manager:

. Managed Separate Credit Department and Customer Service Department; (16

Reports) of managers, supervisors, CSR's, Analysts and a Receptionist.

. Cut million dollar product losses of recurring payment deductions for

product and damage by: a) visiting southern warehouse with C/S and

Credit Team to educate product handlers and b) working closely with

factory management and devising shipping/ packing error matrix reporting.

. Improved Processes by restructuring workflow

. Lowered A/R and Cut Extreme Overdue Percentages from 49% to 13% by hiring

bright and assertive people and a redirected - refocused collection


. Reduced risk by tutoring both departments, introducing new tools new

security methods and creating dual data bases for information sharing.

. Assisted with Oracle and Systems upgrades and conversion.

. Motivated Teams by sharing weekly and monthly performance statistics of

AR and Customer Service, running contests and other means.

11/04 - 4/06 Gadsby and Hannah, LLP, Boston, MA


. Consulted with GP's, Associates, & Paralegal Team to resolve AR & billing


. Collection AR focus included construction, real estate, business

reorganization and bankruptcy, divorce, probate, municipality and other


. Reduced DSO and A/R approximately 80% over 90 days to 12% 90 days.

5/00-11/04 Ayer Sales, Woburn, MA

Credit and Accounting Manager

. Managed extension of credit, collections, cash application, billing and

related problems, bad debt, and other.

. Assistant Payable Manager

. Collected on outstanding AR reducing DSO from 65 to 45-50 days.

1/93-5/00 The Butcher Company, Marlborough, MA

Corporate Credit Manager and Project Manager:

. Supervised 11 reports overseeing managing credit, collection, cash

application, and billing

. Cut and prevented losses by conversion of a large percentage of A/R bad

debt to income interest bearing term Notes

. Reduced DSO from 62 to 46-50 days. Improved percentages of 120 days

overdue from 12.0% to .05% of A/R.

. Cut losses and reduced expenses of International Business by

renegotiating policy and process improvements of terms and conditions.

. Sped up payments and Improved relationships by meeting Customers

throughout the U.S. Internationally

. Assisted on modules set up for Oracle implementation/ conversion from


Systems Include: Oracle, Legacy, Viewpoint, NaVision, JD Edwards and Excel,

Access and MS Office products

Excellent References: Furnished upon request

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