Customer Service Management
Resume:
debra Ezekiel
Email: *********@********.***
Address: *** ******* **
City: Stratford
State: CT
Zip: 06615
Country: USA
Phone: 203-***-****
Skill Level: Management
Salary Range: $75,000
Primary Skills/Experience:
See Resume
Educational Background:
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Job History / Details:
DEBRA EZEKIEL
311 Woodend Road
Stratford, CT 06615
Email: *********@********.***
PROFILE: Over twenty years of professional experience managing and performing collections, account management and customer service functions for Fortune 500 companies.
QUALIFICATIONS: * Entrepreneurial spirit, used to identify and capitalize on opportunities to contribute to revenue growth.
* Excellent relationship management skills used to build and retain customer loyalty.
* Strong sense of ownership and accountability for collection goals and positive cash flow.
* Strong advocate of teamwork, performance excellence and continuous improvement.
WORK EXPERIENCE:
2004 - Present CANON/OC/IMAGISTICS, Trumbull, CT
SUPERVISOR OF COLLECTIONS
* Manage a team of fourteen professionals with responsibility for billing and collections covering the Northeast/ Southeast regions.
* Oversee a portfolio of $10 million.
* Establish goals and performance metrics to encourage team ownership and accountability for results.
* Use data collection, analysis and trends to take a proactive versus reactive response to problems and opportunities.
* Focus efforts on collections, positive cashflow and DSO reduction.
* Interface with third party collection agencies.
* Use detailed risk management and credit analysis to minimize potential delinquent accounts.
* Maintained an average of 90+% delinquency below 1%.
1986 - 2004 PITNEY BOWES CREDIT CORPORATION, Shelton, CT
MANAGER, Collections, Account Management and 2000 - 2004
Customer Service
* Managed a staff of eleven Account Managers covering governmental and municipal accounts.
* Directed all activities for a $150 million lease portfolio for mailing and copier equipment.
* Managed and performed multiple account activities, including collections, cashflow management, service calls, and return of equipment.
* Negotiated payment arrangements to facilitate positive cashflow, while assisting clients with financial issues.
* Managed an operating budget with accountability for delinquency payments of no more than 6% of total portfolio.
* Tracked and monitored the performance of account managers, focusing on revenue growth, collections, and service excellence to valued clients.
* Established client-focused partnerships encouraging them to view us as an integral part of their business strategy.
* Operated as a "solutions provider" to assist clients with important issues and concerns.
* Managed national accounts and used loyalty marketing to retain long-term relations.
GROUP LEADER 1996 - 2000
* Supervised credit and collection functions in a call center operation.
* Serviced the needs of credit card customers and business clients.
* Reviewed customer histories and established lines of credit.
* Assist clients with questions concerning equipment purchase, lease and/or service.
CUSTOMER SERVICE REPRESENTATIVE, Credit & Collections 1986 - 1996
* Averaged 70-75 calls per day.
* Achieved a success rate of 75% on collection of arrears.
COMPUTER SKILLS: Microsoft Windows; Microsoft Word and Excel; Orcale, SAP, CentreVu Supervisor
EDUCATION: ALBERTUS MAGNUS COLLEGE, New Haven, CT
Master of Science in Business, Bachelor of Business Management
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