Customer Service Management

Diana L. Larsen

***** ******** ***** ****: 262-***-****/Cell: 414-***-****

Wind Lake, WI 53185 Email: abnoco@r.postjobfree.com

Demonstrated skills in areas of:

Process Development/Improvement Operations Management

Change Management Cost Accounting

Business Analysis Project Management

Strategic Planning Team Building

Problem Solving/Critical Thinking Pool Point Distribution

OBJECTIVE

To secure a position that would allow me to assist in process improvement, business analysis, and strategic

planning initiatives using demonstrated skills to:

• Identify problems and improve operations/processes through change management.

• Plan and manage projects efficiently with the highest degree of quality.

• Work and communicate with people at all levels to influence an organization’s direction.

PROFESSIONAL EXPERIENCE

Accountant Plymouth Tube Company (3/2008 – 8/2009)

Responsible for collecting, analyzing & summarizing customer orders, sales, cost of material, profit, and backlog

orders, along with performance metrics and forecast information for management review. Reconciled raw material

inventory. Prepared month-end journal entries. Performed internal department audits in accordance with ISO

standards. Assisted with internal/external receivable audits. Duties included invoicing for both, domestic and

export customers, as well as daily review of the accounts receivable aging report to identify potential credit risks

prior to releasing orders for shipment. Monitored and tracked volume of steel scrapped by location and reported

statistics to management in an effort to identify future improvements and reduce waste. Monitored capital projects

and notified Corporate of the status.

Achievements:

• Designed Excel spreadsheets to report orders, backlog and sales data along with a profitability statistics

pivot table which identifies the value added dollar and percentage contribution for each product, as well as

other summarizing pivot tables. Results: Introduced better decision making/ forecasting tools, simplified

preparation of month end journal entries, and reduced report preparation time.

• Collaborated with Information System personnel to improve the information downloaded from the Pilot

database to Excel spreadsheets. Results: Streamlined data gathering process.

• Conducted credit memo analysis to determine the root cause for volume of credits issued. Results:

Information used to design a more efficient order taking/acknowledgement procedure, which in turn

improved invoice accuracy, reduced credit memos, and increased customer confidence.

Accounting/Financial Analyst Wells Cargo Delivery Service (1992-2008)

Participated in starting and growing the business in 1982: From the completion of projected financial statements to

obtaining a loan for the acquisition of trucks, to purchasing a terminal to conduct operations. Directed and

managed the daily operations of the company; customer invoicing, accounts receivable, accounts payable, payroll

and human resources. Grew and serviced a customer base, assisted with the completion of Request for Proposals

from potential customers and negotiated customer contracts. Analyzed historical shipping data and established

customer specific rate structures. Reviewed customer performance metrics and designed action plan for continual

improvement of our customer service and our operations. Developed performance measurement/forecasting

programs to assess profitability improvements and streamline operations.

Achievements:

• Designed an invoicing program that captured customer specific historical shipping data used in identifying

volume increases/decreases and the financial impact of such changes year over year. Results:

Reduced paperwork, improved invoice turnaround and accounts receivable, and enhanced information for

forecasting future volumes.

• Created a process for performing annual rate analysis and determining rate changes which included

reviewing historical shipping data obtained from invoicing program, applying various rate models,

evaluating the effect of prior rate increases, in addition to analyzing the effect of other market

factors/decisions affecting cost and revenue generation. Results: Additional analytical tools to more

accurately project future costs/revenues for establishing competitive rates.

• Developed a weekly report via Access containing load statistics for each vehicle; load percentage by

customer, revenue generated, assignment of direct and indirect expenses, and profitability. Results:

Detailed performance measurement tool to use to reduce expenses and improve profitability.

• Formulated action plan to bring company into DOT compliance. Worked with several department heads

to enhance truck maintenance program, outlined routine for conducting daily and annual truck inspections.

Results: Successful audit.

• Observed unemployment procedures, attended unemployment seminars, analyzed company

deficiencies, and developed policies and procedures with management staff. In collaboration with

attorney and payroll service produced our company handbook. Results: Articulated company policy and

procedures while reducing un-necessary payment of unemployment benefits and defused potential

lawsuits.

• Devised an accounts receivable aging report through linking Excel data to Access which permitted quick

identification of open items that required collections follow up. Results: Improved receivable turnover.

• Integrated retail distribution software which included; advanced shipping notification, inbound scanning,

delivery manifests, delivery scanning, OS&D and proof of delivery reporting through electronic data

interchange. Results: Increased productivity, increased accuracy, better customer service and reduced

claims.

Miller Brewing Company (1982-1992)

1. Self Manufacturing Cost Accounting Analyst

Coordinated, analyzed and consolidated the monthly operating results of self manufacturing plants to report

monthly operating statements to management. Analyzed and prepared a self-manufacturing quarterly analysis of

changes in inventory to report to parent company. Implemented changes to reporting software to correctly

distribute transfer price variances. Developed a decision making model to determine when it was more economical

to use our own supply of self manufactured product or purchase from outside vendors. Savings: $500,000 in

shipping and labor costs.

2. Credit Administrative Assistant

Analyzed distributor financial statements for determination of credit extension and types of security necessary to

secure credit terms. Reviewed aging report and followed up with collection letters/calls. Filed security documents

and perfected lien position. Worked with the Information Systems department to design an Adhoc Focus program

to track security expirations and renewal dates and provided training to department staff. Savings: Secured

Miller’s financial interest based on distributor sales, $25,000 to $1,000,000.

EDUCATION

Bachelor of Arts Degree 1987

Business Management/Computer Support

Alverno College ~ Milwaukee, Wisconsin

Associate Degree 1982

Transportation Management

Milwaukee Area Technical College ~ Milwaukee, Wisconsin

CONTINUING EDUCATION

Cost Accounting 1992

University of Wisconsin, Parkside

Kenosha, WI

Microsoft Office Suite Products 1997

Comp USA

Brookfield, WI

Microsoft Access, Beginning and Intermediate 2006/2007

Waukesha County Technical College

Waukesha, WI

COMPUTER SOFTWARE/DATABASE EXPERIENCE

Microsoft Excel (advanced user), Access, Word, PowerPoint, Focus, Axiom, Lawson, Pilot, Bearware-Retail

Distribution System, and QuickBooks.

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