Manager Customer Service
Resume:
Tread Maines
Smyrna, Georgia 30082
PROFESSIONAL OBJECTIVE:
To become part of a dynamic organization requiring an experienced business
professional and results-driven individual, whose broad-based business
knowledge and highly focused management, sales background, and
qualifications can be effectively utilized to increase company market
share.
QUALIFICATION SUMMARY:
. Superior track record of 20+ years top performance including
experience and achievements in business management, collections &
credit management, financial services, sales/sales management, staff
supervision, market share penetration, P&L, account management,
negotiations, strategic planning, training initiatives and
implementing policies and procedures.
. Business strategist with success in formulating and implementing
initiatives to achieve market share and profitability in challenging
markets.
. Skilled in identifying issues and developing successful approaches to
resolving problems and providing direction.
. Experienced in recruiting, hiring, training and motivating employees
to "see the big picture" and achieve maximum performance.
. Highly effective negotiator, with exceptional expertise in
communicating effectively at all levels.
. Easily establish and cultivate long-term customer relationships
resulting in customer loyalty, repeat business and referrals.
. Languages include basic knowledge of Spanish and French.
. Advanced computer skills including Word, Excel, MS Works, Windows, JD
Edwards, Oracle, People Soft, SAP System, Solomon and ARCS Collections
Software.
PROFESSIONAL EXPERIENCE:
DELTA COMMUNITY CREDIT UNION, Atlanta, Georgia May 2008 -
Present
Manager - e-Commerce Card Services
. Apply leadership skills to oversee efficient servicing and processing
of Visa products.
. Implement procedures to resolve fraudulent transactions, charged
backs, call resolution and other activities.
. Supervise, train and motivate 12 employees to achieve maximum
performance.
THE EROSION COMPANY, INC., Woodstock, Georgia Oct
2006 - March 2008
Collections Manager,
. Reviewed credit history of trade account applications and established
credit.
. Coordinated investigation and verification of financial status and
reputation of prospective clients for credit.
. Prepared documents to substantiate findings and recommended rejection
or approval of applications.
. Recommended possible legal action and collection for worthless checks
and delinquent bills.
. Established and cultivated strong relationships with vendors, accounts
payable and sales personnel.
ADVANCEME, INC., Kennesaw, Georgia Feb 2006 -
Oct 2006
Director of Collections,
. Implemented collection programs and closely monitored collection of
amounts due to organization.
. Developed and implemented Collections Department policies &
procedures.
. Conferred with board members, organization officials and staff
members.
. Coordinated and supervised employees in collecting on delinquent
accounts.
. Evaluated effectiveness of current collection policies and procedures.
. Established procedures for custody and control of assets of defaulted
accounts.
. Reviewed collection reports to establish status of collections and
outstanding balances.
. Determined appropriate methods of debt settlement.
. Imposed payment deadlines and monitored payments to ensure deadlines
were achieved.
. Developed personnel requirements and interviewed, hired and trained
new employees.
PAUL, HASTINGS, JANOFSKY & WALKER, LLP, Atlanta, Georgia July 2005 -
Feb 2006
Senior Client Finance Representative
. Evaluated status of delinquent accounts and corresponded with billing
attorney or partner.
. Determined collectively of receivables and recommended formal legal
process.
. Negotiated client settlements based on input from attorneys by
following legal procedures to protect and support attorney's in
collection efforts.
. Developed and implemented settlement proposals.
. Researched disputed account balances and causes.
AMERICAN RED CROSS, Atlanta, Georgia Sept 2000 - Sept
2002
Accounts Receivable Manager
. Established and maintained policies and procedures for blood service
region. Successfully collected $6 million.
. Functioned closely with managing directors of different departments
and outsourced providers.
. Decreased DSO from 81 days to 40 days and implemented plans for
collection of receivables from hospitals.
. Position reported to Controller.
GEORGIA NATURAL GAS, Atlanta, Georgia April 2000 -
Sept 2000
Credit/Collections Manager
. Established and maintained credit policies credit scoring and
standards for customers.
. Interacted closely with managing directors of different departments
and outsourced providers.
. Assessed credit worthiness of new accounts and implemented plans for
collection of receivables.
. Oversaw all aspects of Fair Debt Collection and credit reporting for
all state and federal laws.
. Position reported to Chief Financial Officer.
LYNK SYSTEMS, INC., Atlanta, Georgia June 1998 - April
2000
Credit/Collections Manager
. Applied leadership skills to establish Collections Department for
credit card processing company.
. Reduced basis point loss from 7% to 2.76% for fiscal year ending May
1999.
. Researched Automated Clearing House returns and determined viability
of their collection.
. Testified in Court against merchants, including traveling on cases.
. Processed bankruptcies including Chapters 7, 11 and 13.
. Supervised and evaluated four Credit/Collection Associates.
. Filed Universal Data Forms as required by law.
. Investigated all fraud cases with Secret Service and local law
enforcement.
. Supported team in implementing ACH rejects system.
. Developed and implemented strategies to regulate charge backs.
. Organized collection data for Risk Department, Underwriting and
Customer Service areas.
. Achieved success in reducing legal budget for corporate law firm.
. Position reported to Senior Vice President for Finance and Chief
Financial Officer.
FEDERAL FINANCIAL GROUP, INC., Atlanta, Georgia Sept 1996 -
June 1998
Paralegal/Collector
. Successfully collected mortgages and bank loans through Federal
Deposit Insurance Corporation.
. Reduced legal budget 50% through introduction of General Bar Law
Directory.
. Performed property management on foreclosed properties.
. Recruited, interviewed and contributed to hiring new employees.
EDUCATION:
Morris Brown College - B.S. in Organizational Management & Leadership, Suma
Cum Laude.
Gupton-Jones College of Mortuary Science - Associates Degree.
Interdenominational Theological Center - Masters of Divinity studies, (2008
- Present).
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