Customer Service Manager
Resume:
Crystal Adams
Powell, OH *****
Home 614-***-****
**********@*********.***
OBJECTIVE
To secure a position with a well established organization with a stable environment that will lead
to a lasting relationship in the field of Credit/Finance/Accounting/Collections. Searching for an
employer that will benefit from my experience. Management position desired.
Qualifications:
18 years of experience in this industry
Extensive knowledge of FDCPA and Bankruptcy laws
Experienced in both Consumer and Commercial Collections
Experienced in both First and Third Party Collections
Customer Service
Profit and Loss Management
Legal Experience
Credit Lending
Forecasting
Detailed Analysis and Reporting of AR
Billing
Cash Applications
Management Experience
Career History
Credit and Account Receivable Manager, Rite Rug - Columbus, OH Corporate Office March
2008 - Present
Commercial Collections minimal consumer collections
Managing 35 stores and Commercial Divisions – in addition, adding 4 new markets by 11-09
Report directly to the CFO
Responsible for the following aspects of AR- all credit approvals, terminating credit lines,
monitoring existing credit lines, customer service, cash applications, forecasting, profit and loss
management, detailed analysis and reporting of AR, collections, settlements, research validity of
invoices, bankruptcy issues, hiring, firing, training of new hires, write off’s, credit memos, audits,
placing accounts with outside attorney and collection agencies, filing mechanics liens/notice of
furnishings/notice of commencements, creating and implementation of bonus structures for the
AR staff, research of new markets and laws pertaining to doing business in a given state, and
much more
Established strong relationships with other departments throughout the company to obtain
receivables in a timelier fashion (i.e. VP’s, Sales, Client Services, Store Managers, Warehouse
Staff, and Field Offices)
Recognized for efforts to identify new processes to improve timeliness of the AR reporting and
analysis.
Recognized for proven results of managing AR. When I started this position, the numbers were
as follows: $815k over 60 days which represented 10% of the total AR, $2m over 90 days, 26% of
total AR. As of October 2009, the numbers are: $590K over 60 days which represents 8% of the
total AR, and $450k over 90 days, 4% of total AR.
Active Member of “National Association of Credit Management” Builder Group-attend monthly
meetings
Microsoft Excel, Word, Outlook,. RFMS, Accurint, One Credit Source, Equifax, Dun & Bradstreet
Assistant Vice President, Finance, iQor (formerly Allied Interstate/IRMC/First
Contact/Collectek), Columbus, OH 2006 - 2008
First Party/ Commercial Collections- Collection Agency fees that are due from clients
Managing 4 employees
Report directly to the Senior Vice President of Finance & work daily with the President of
Treasury
Responsible for the following aspects of AR- customer service, cash applications, forecasting,
profit and loss management, detailed analysis and reporting of AR, collections, research validity
of invoices, bankruptcy issues, hiring, firing, training of new hires, write off’s and credit memos
Established strong relationships with other departments throughout the company to obtain
receivables in a timelier fashion (i.e. Sales, Client Services, Billing, and field offices nationwide &
internationally)
Assisted with year end audits
Recognized for efforts to identify new processes to improve timeliness of the AR reporting and
analysis.
Recognized for proven results of managing the AR. Back in July 2006 when I started this
position, our numbers were as follows: $2.6m over 90 days which represented 9.63% of the total
AR/DSO 52 days. As of January 2008, the numbers are: $590K over 90 days which represents
2.36% of the total AR/DSO is 36.96 days
Microsoft Excel, Word, Outlook, and Access. Subsystems used are Carma, Facs, Intellione, and
Dymacol
AR/Collection Department Manager, Air Chef - Worthington, OH, 2003 - 2006.
First Party/ Commercial Collections - Private Aviation in flight Catering
Responsible for all aspects of AR, including credit limit approvals, on boarding of new accounts,
billing, customer service, cash applications, collections, disputes, settlements, bankruptcy
accounts, research validity of charges, charge offs, and credit memos. Was brought in to create
a nonexistent AR Department
Managed 3 employees.
Training of new associates
Managed postings of all payments, and billing for every client
Detailed Analysis & Reporting of AR to owner & senior executives
Reported directly to the Controller/ VP of Finance
Assisted with the forecasting of funds on a daily/weekly basis
Assisted several acquired kitchens/partners in converting to corporate reporting systems, and
assisted with due diligence reviews for new business acquisitions. (There were several!)
Managed relationships with 80% of airports nationwide and internationally.
Managed relationships with our acquired partners nationwide & internationally. This included
catering companies, liquor establishments, and front runners.
Commercial Collector, Dupont Law Office – Dublin, OH, 2002 -2003.
Third Party/ Commercial Collections, multiple portfolios
Responsible for 800 accounts
Skip tracing
Collection of charged off accounts
If no suitable arrangements could be reached, responsible for preparing lawsuit for attorney
Lead Collector
Training of new hires
Microsoft Excel, Microsoft Word, Microsoft Outlook, Accurint, and Weslaw research
Senior Collector, NCO Financial – Worthington, OH, 2001 - 2002.
Third Party/ Consumer Collections, “4th placement” credit card collections
Responsible for 1000 accounts
Skip tracing, contacting customers for acceptable payment arrangements
Negotiated settlements
Senior Collector
Trained new employees
CRS, FACS, Microsoft Word, Microsoft Excel, Microsoft Outlook
Profit and Loss-Recovery Supervisor, Seawest Financial – Columbus, OH, 1998 -2001.
First Party/Consumer Collections for auto loan company
Responsible for all collections of charged off loan amounts. Approximately 4000 loans
Skip tracing and research to find the consumer and/or the collateral
Solely established the Legal Department and reported directly to our in-house attorney
Created a legal letter series to assist in the recovery of amounts owed.
Billing and posing of all payments for the department
Responsible for vehicle repossessions, lawsuits/garnishments, and auction sales
Managed relationships with collection agencies, repossession companies, auctions, and outside
attorneys nationwide-including invoice approvals and constant follow up
Managed 3 employees. Hiring, training, and firing when necessary
Detailed reporting & analysis of P&L to owner of the company and senior management
Microsoft Word, Microsoft Excel, Microsoft Outlook, Megasys, Procom, and Phonepay Systems
Collector, The Limited –(is now Alliance Data Systems) Westerville, OH, 1993-1998.
First Party /Consumer Collections for Express, Structure, and Victoria’s Secret portfolios
Managed a total of 300 midrange accounts from 31 days to charge off status
Recommended legal action when necessary
Close follow up with clients
Skip tracing and pulled credit bureaus as needed
Trained new associates
Follow up with attorneys & legal counsel regarding bankruptcy issues
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