Customer Service Manager
Resume:
Ken Ford
Austin, Texas *****
************@***.***
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HIGHLIGHTS • Management • Customer Service • Leadership
• Credit/Collections • Reporting • Team Building
• Operations Management • Automation • Training
SUMMARY Finance operations executive with an accomplished record for developing winning
teams that increase productivity, reduce costs, and improve customer support.
Recognized as an intuitive, analytical, and decisive leader that can optimize
operations, processes, and programs to enhance revenue.
EXPERIENCE
2008 ARTHROCARE CORPORATION, Austin, TX
$300 Million Medical Instrument Supplier
Credit Manager (2008)-Contract Assignment
• Contract assignment while existing credit manager was working on a software
implementation.
• Managed a staff of 5 co-workers.
• Enhanced reporting to better identify past due accounts.
• Dropped A/R past due percentages 10-30% depending on aging category.
• Improved order flow by creating a rules-based solution that automatically released
customer orders.
1990 - 2008 CDW CORPORATION, Vernon Hills, Illinois
$8 Billion Direct Marketer of PC products and peripherals
Director of Credit and Collections (2000-2008)
• Managed a $900+ million accounts receivable portfolio with over 80,000 active
corporate and government accounts.
• Hired, directed, and developed a staff that included three Managers with indirect
responsibility for 115 Supervisors and support staff.
• Created policies and procedures related to credit extension, customer service and
collections, and managed risk to ensure profitability.
• Provided collaborative support to Business Development by building relationships
with internal customers.
• Efficiently controlled internal costs by outsourcing a large portion of the A/R
portfolio to a third party partner.
• Analyzed processes and controls to ensure compliance with Sarbanes-Oxley rules
and regulations.
• Developed a scoring based model that automated the identity verification of
potential credit card customers which resulted in improved efficiencies for both
the sales and finance staff.
• Integrated the credit operations of Microwarehouse (annual revenue of $750
million) acquired in 2003
• Developed a partnership with CIT Leasing resulting in sales of $35 million in 2007.
Ken Ford Page 2
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EXPERIENCE (continued)
Credit and Collections Manager/Billing Operations Manager (1993-1999)
• Managed the Credit and Collections Department during a period of rapid growth
with a 25%-40% increase in annual revenue.
• Directed the automation of business operations and system improvements.
• Hired and supervised a team of 15 Supervisors and support staff.
Managed the warehouse operations of the customer billing department. Worked
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with various carriers to insure proper delivery of specialty shipments. Increased
efficiencies by streamlining operations.
Credit and Collections Supervisor (1991-1993)
• Utilized strong leadership skills to supervise and train Credit and Collections staff.
Collections Analyst (1990-1991)
• Reconciled corporate accounts and handled collections.
EDUCATION EASTERN ILLINOIS UNIVERSITY, Charleston, Illinois
Bachelor of Arts in Speech Communication, Minor: Business Administration
NORTHWESTERN UNIVERSITY, Evanston, Illinois
Kellogg Management Institute
COMPUTER • Windows; Microsoft Office (Word, Excel, and PowerPoint); PeopleSoft; Various
SKILLS Customized Software; AS400, Internet Research; E-mail
References Available Upon Request
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