Customer Service Management

Charles Schulz

Email: *********@********.***

Address: **** *** ****** *, #****

City: Arlington

State: VA

Zip: 22203

Country: USA

Phone: 703-***-****

Skill Level: Experienced

Salary Range: $75,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CHARLES R. SCHULZ

4001 9TH Street N., #2001, Arlington, VA 22203 703-***-**** *********@********.***

JOB OBJECTIVE, QUALIFICATIONS & CORE COMPETENCIES

Seeking a Senior Management position that focuses on the following: (1) Development and monitoring of the annual budget, (2) Participate in the Strategic Planning for the organization, and (3) Perform other duties as necessary to build support for and add value to the organization`s mission, vison, and strategic plan.

Versatile, high-energy professional with extensive financial, operations, strategic business planning, and advertising/marketing expertise across a broad range of industries. Experience gained within rapid-growth diverse private and non-profit organizations. Innovative problem solver and analytical thinker with a strong hybrid professional and academic background. Reputation for integrity and dedication to excellence. Leverages technology to manage business processes and foster efficiency. Track record of developing and executing initiatives that deliver results while meeting the challenges of a changing world.

Corporate Finance & Budgeting ~ Strategic Business Planning ~ Business Re-engineering ~ Turnaround & Change Management Start-Up Leadership ~ Technology ~ Variance Analysis ~ Project Management & Planning ~ Policy Development ~ Negotiations Organizational Development ~ Team Development & Leadership ~ Manufacturing Operations ~ Distribution Management

CAREER TRACK

SOCIETY FOR HUMAN RESOURCE MANAGEMENT, Alexandria, VA August 2004 - Present

Budget Analyst, May 2006-Present

Manages, coordinates, and participates in the budget and semi-annual forecast processes for all divisions of SHRM, SHRM subsidiaries and its affiliates.

Develops preliminary and final budget documents for all divisions of SHRM, SHRM subsidiaries and its affiliates..

Evaluates and formulates recommendations for enhancing the Society`s budget development process and budget documents.

Serves as point person and subject matter expert for all budget inquiries for all divisions of SHRM, SHRM subsidiaries and its affiliates.

Prepares detailed journal entries with documentation for the general ledger for SHRM, SHRM subsidiaries and its affiliates.

Performs various general ledger reconciliations and books any necessary correcting entries.

Prepares journal entries to correct or reclassify financial activity and ensure compliance with Generally Accepted Accounting Principles.

Produces various reconcilations, supporting schedules, and reports for the annual audit.

Participates in the general ledger month-end close and presentation of the balance sheet and income statement for multiple SHRM entities.

Prepares monthly Capital Spending report.

Responsible for producing and filing various financial compliance reports and documents required by the U.S. Department of Commerce (U.S. Census Bureau), the City of Alexandria, and the Commonwealth of Virginia.

Cash Receipts & Accounts Receivable Specialist, September 2005- May 2006

Batched all member dues cash receipts, prepared and input other non-dues cash, prepared bank deposits, maintained cash receipts subsidiary ledger and journals for SHRM, SHRM subsidiaries and its affiliates.

Coordinated with other departments and outside sources as needed in resolving cash receipt related disputes and inquiries.

Prepared monthly cash receipts reconciliation report used to post cash receipts and accounts receivable modules and in bank reconciliations.

Member Care Representative, August 2004- September 2005

Responded to inbound member calls in a fast-paced environment where service excellence is a top priority.

Utilized SHRM database (TIMMS) and online service to provide general information about SHRM membership services, products, and conferences.

Processed registrations for conferences, authorized credit card payments for memberships, conferences, and seminars.

NOW YOU KNOW MEDIA, Chevy Chase, MD November 2004 - February 2005

Consultant, November 2004- February 2005

Key contributor in developing mission statement, marketing plan and strategic plan for start-up company.

Conducted research for the selection and recruitment of speakers.

Identified multiple vendors to handle manufacturing and customer service operations.

Collaborated with senior management team to create accounting and financial projections.

SPARKS, Vienna, VA October 2003 - July 2004

Contractor, October 2003 - July 2004

Audited payroll records at Sunrise Senior Living following a major company merger. Partnered with tax accountant to reconcile discrepancies in the company`s payroll and tax filing statements.

CHARLES R. SCHULZ PAGE TWO

CAREER TRACK (Continued)

MARKET DEVELOPMENT GROUP, Washington, D.C. December 2002 - March 2003

Account Executive, December 2002 - March 2003

Developed custom, cost effective solutions that helped to advance the missions of nonprofit groups from program conception, to design, to execution.

MANPOWER @EXXONMOBIL, Fairfax, VA June 2001 - December 2002

Contractor, June 2001 - December 2002

Provided analytical and sales support for ExxonMobil's U.S. Products Accounting, Supply & Transportation Controllers Division by resolving over 300 outstanding customer issues, pricing and invoicing petroleum coke orders at six domestic refineries, and pricing, invoicing and reconciling gasoline sales for industrial and wholesale customers.

Supplied analytical and research support for EMLT's (ExxonMobil Lubricant's Trading) by reconciling differences between sales orders and purchase orders, resolved billing discrepancies that came about when the organization migrated to a new operating system, issued goods receipts for delivered product, and placed new export orders for international customers.

Managed logistical support for ExxonMobil's Everest 2 Project (company-wide training initiative). Successfully planned and executed the reproduction, packing, and distribution of 19,000 training manuals and exercise guides for 59 training rooms across the U.S. on a just-in -time approach. There were 727 Everest 2 classes conducted and there was not one problem related to training materials.

THE TEACHING COMPANY, Springfield, VA November 1993 - December 2000

Vice President of Shipping/Manufacturing, March 2000 - December 2000

Developed and led research programs designed to improve customer satisfaction and reduce costs.

Designed continuous process improvement projects using AAR, TIGER, and Manhattan methods to measure process capacity, forecast process demand, and adjust capacity accordingly by acquiring machines, manpower, or other resources.

Led a diverse team of 20 people in reorganizing the physical layout of the workspace to increase efficiency and increase order fulfillment accuracy.

Conducted individual meetings with all team members to review Professional Development Progress, people index questions from company survey, and provided additional performance coaching on performance criteria.

Served on the Senior Management Leadership Team.

Director of Advertising, April 1997 - March 2000

Managed direct-response advertising budget for business that accounted for over 8% of annual revenue by researching and analyzing statistics on effectiveness of existing advertisements; evaluated demographics for optimal placement; expedited changes; designed strategic calendar to manage expenses and reconcile revenue.

Key member of the Marketing Team at The Teaching Company (TTC), a leading producer of educational audio and video content, that tripled revenue and generated double-digit profit margins enabling TTC to become a leading producer of recorded college-level arts and science lectures in the world.

Served on the Senior Management Leadership Team.

Director of Shipping Operations, March 1994 - April 1997

Developed continuous improvement projects to evolve processes and the physical work flow area to optimize the space configuration and layout in an effort to reduce errors and increase productivity.

Made specific recommendations to reduce pick errors within the shipping operation.

Identified skill gaps and made specific recommendations for operations training and development opportunities.

Served on the Senior Management Leadership Team.

Customer Service Representative, November 1993 - March 1994

Handled inbound customer inquiries for optimal customer care and satisfaction.

Utilized The Teaching Company database (Mail Order Manager) to provide general information about The Teaching Company products and information about upcoming courses.

EDUCATION

MBA, Accounting, Strayer University (Alpha Chi National Honor Scholarship Society). CPA Candidate. Accounting Career Studies Certificate, Northern Virginia Community College. BS Sport Sciences, Ohio University.

TECHNICAL SKILLS

Microsoft Office - Access, Excel, Outlook, PowerPoint, and Word ~ TIMMS ~ SAP ~ PeopleSoft ~ Mail Order Manager ~ Lawson ~ Planning Maestro & Budget Maestro Budget Software ~ Crystal Reports ~ General knowledge of SPSS ~ General knowledge of PageMaker ~ Adaptive Planning Budget Software ~ General knowledge of QuickBooks

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