Customer Service Manager
Resume:
Sarah Khalil
Email: aboy0s@r.postjobfree.com
Address: *** * ****** **
City: Dillburg
State: PA
Zip: 17019
Country: USA
Phone: 717-***-****
Skill Level: Management
Salary Range: 55
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Sarah B. Khalil
180 E. Spring Valley Rd., Dillsburg, PA 17019 Phone: 717-***-**** aboy0s@r.postjobfree.com
Billing & Collections Manager
OFFICE MANAGEMENT ~ STAFF TRAINING & LEADERSHIP ~ CUSTOMER RELATIONS
Qualifications Profile
* Strong talents in full-scope office management with specialization in billing, collections, credit management and human resources.
* Solid track record of identifying, creating and executing innovative solutions and approaches to achieve company and client objectives.
* Consistently enforce and facilitate government and corporate compliance when steering collections; advanced knowledge of FDCPA (Fair Debt Collection Practices Act) requirements.
* Adept at team-building and staff training/development, motivation, mentoring and evaluations.
* Considerable expertise in workflow analysis and optimization, and elevating staff morale, productivity and retention.
* Tactful and persevering negotiator with an exemplary ability to assuage irate customers and resolve difficult situations with flexibility and diplomacy.
* Reliably maintain strict confidentiality of files and documents.
* Excellent computer skills; proficiency in Microsoft Word and Excel, AS/400, EnCore, and Tower.
* Eager to relocate to NYC Metro area or Northeast New Jersey.
Professional Experience
Interstate Waste Services, Carlisle, PA, 2009 to Present
Billing / Collections Manager
* Spearhead billing and collections operations for five hauling companies and seven disposal sites in Pennsylvania and New Jersey.
* Managed increase in billings from $41.5M in 2009 to anticipated $53.8M in 2012.
* Successfully reduced DSO in 2009 from 32 to an estimated 27 in 2012.
* Apply polished leadership expertise toward supervising, evaluating and motivating four billing clerks, determining salary recommendations, and overseeing disciplinary measures when applicable.
* Provide training to staff and third parties in use of Tower software.
* Review credit applications for disposal sites, decisively establish credit limits, and conduct vendor inquires on companies with little credit history.
* Apply bad debt recovery debits, determine account`s eligibility for reinstatement, and process accounts monthly for bad debt.
* Compile regular reports for executive management.
* Prepare list of accounts for third-party collections and determine accounts for submission to attorney.
* Assess bankruptcy cases and forward to third party for processing.
Kane Warehousing, Inc., Mechanicsburg, PA, 2005 to 2009
Customer Service Representative / Billing Clerk
* Effectively supported customer service operations by answering incoming calls, investigating and resolving billing discrepancies, and accurately entering customer orders into system.
* Printed, collected and organized bills of lading, receipts, and weekly billing reports.
* Scheduled, managed and monitored daily inbound and outbound shipments for department.
* Prepared products for shipping to Canada and held full accountability for customs documentation.
* Gathered, coded and inputted all purchase orders for multiple cost centers and contributed to conducting annual inventory of warehouse contents.
Continued ...
Sarah B. Khalil - Page 2 of 2
Professional Experience continued ...
Waste Management, Camp Hill, PA, 2002 to 2005
Inside Account Manager
* Managed commercial accounts within nine counties and encompassing 3,000 customers and $5M in annual revenues.
* Identified and secured new business, and exhibited strong talents in up-selling, problem resolution, and achieving excellent customer retention levels.
TruGreen / ChemLawn, Baltimore, MD, 1994 to 2002
Trainer (2001 to 2002)
* Extensively supported human resources functions by processing new hire documentation, coordinating orientation efforts for all departments, and facilitating comprehensive staff training.
Field Manager (2000 to 2001)
* Recruited, trained, coached, mentored, evaluated and supervised 25-30 frontline employees delivering high-quality lawn care services to 18,000+ customers.
* Controlled and replenished inventory, enforced constant government compliance, and held accountability for meeting or surpassing branch revenue target of $6.3M.
Branch Employment Coordinator (1999 to 2000)
* Directed and coordinated initial hiring process for new staff including recruiting, scheduling and conducting interviews, performing reference checks and orienting selected employees.
Accounts Receivable (A/R) Manager (1998 to 1999)
* Supervised team of 10 A/R clerks, assigned weekly goals, and prepared daily and weekly reports.
* Distributed bad debt letters and evaluated delinquent accounts for dispatch to collection agency.
* Discussed overdue account with customers to determine alternative payment schedule.
Office Manager / Customer Service Manager (1994 to 1998)
* Efficiently directed and coordinated HR, administrative and customer service functions including payroll, business correspondence, branch accounting, collections, office technology, and staffing.
* Interviewed, hired and trained employees, prepared new hire paperwork, and educated employees in benefits programs.
* Supervised and evaluated performance of 15-20 employees, recommended salary structure, and oversaw disciplinary actions in accordance with company policy.
* Devised and implemented procedures to streamline and standardize the retention, protection, retrieval, transfer, and disposal of company records.
* Completed all financial, accounting, customer and management reports.
ChemLawn Services Corp., Camp Hill, PA, 1986 to 1994
Customer Service Representative
* Provided top-notch customer service to optimize satisfaction, referral business, and loyalty.
* Prepared broad-based reports, maintained customer database, and promptly responded to inquiries and/or complaints.
Education
BS Degree in Agriculture, Oklahoma State University, Stillwater, OK
Contact this candidate