Customer Service Manager

Michelle Naranjo

*** ********** **** * *********, ON M9W 7J4 l 416-***-**** l *********@*****.***

OBJECTIVE

To obtain a position that will enable me to use my strong accounting, organizational skills, educational background, and ability to work well with people. To join a dynamic organization and to be part of its leaning, growth and success.

Key Skills

Finance and Accounting: Accounts Receivable Processes & Management including: credit rating, analysis, risk management, collections and litigation. Corporate Accounting, Bookkeeping & ReportingAuditing: supported external and internal auditorsGeneral Ledger: prepare and maintain records of company’s daily transactionsAccounts Payable: recoded purchases, receipts and paymentReconciliation: performed monthly an all account and bank statements.Month end and Year end proceduresGovernment remittances: HST and Source Deductions

Computer Skills:Proficient in MS Office (Word, Excel, PowerPoint, Outlook) Accounting Software: QuickBooks Pro, ASW, Jonas, MYOB, Six-e, SBT

Administration:Records Organization & Management

HR:Teambuilding & Staff Supervision

Special Skills:Strong interpersonal and communication skillsEnjoy challenges and possess ability to work well under pressureWell organized, self-disciplined, and responsibleCo-operative and work effectively with all people.

Languages: English and Spanish.

Professional Experience

2011 - Current

Healthy Day Inc - North York, Ontario

Operations Manager

Responsible for all financial functions in a retail environment. Bookkeeping, internal/external controls, monthly/quarterly/year-end, cash flow, budgeting, government remissions, reports, audits, marketing and customer service.Bookkeeping: Purchase order reconciliation, coding and payables entry, weekly cheque run, prepare and make bank deposits. Monthly bank and accounts reconciliation and accounts analysis. Sales reporting, budgeting, cash flow, maintain petty cash fund. HST filling, source deductions, fiscal yearend tax filling and financial statements. Renegotiated vendors terms thus improving cash flowInitiated monthly marketing campaigns through co-op advertising with our suppliers to expand our clientele base. Created company`s website and customer interaction via social feedFacilitated internal audit to ensure accuracy of documentation and infrastructure controls.

2009-2011

F.A.S.T. Enterprises[Fitness and Specialty Technicians]– Richmond Hill, Ontario

Operations Manager

In charge of managing day to day activities of the company. Responsible for development and implementation of internal/external controls to maximize efficiency and effectiveness of all the company processes and resources. Responsible for overseeing all financial activities: budgets, financial statements, bookkeeping, monthly/quarterly/year-end, government remissions and audits. Leader of new business model, restructuring and expansion projects.Bookkeeping: bank and account reconciliation, bank deposits, cash application, GL entries, coding and payable entry, cheque run, payroll and source deductions, HST filling, sales reporting, maintain petty cash fund, process invoices/credits for services rendered, manage service contracts.Customer service, AR collections and payment processingContributed to the expansion of client base for both commercial as well as residential services by negotiating authorized service agreements with retailers (i.e. Fitness Depot Commercial) & manufacturers (i.e. Star Trac).Initiated & set up e-merchant accounts at the most competitive rate in order to provide credit card payment options to clients, thus maximizing AR resources & reducing DSO.Renegotiated vendors/suppliers payment terms from Net 15 to Net 60 days, thus improving cash flow.Facilitated no-fault internal and external audits as a result of sound recordkeeping and thorough documentation.

2006-2009

Miele Canada ltd.[Manufacturer]– Vaughan, Ontario

Accounts Receivable Supervisor,

Responsible for the accounts receivable department. In charged of reporting for month/quarter/year ends, audits, credit and risk management. Extensive involvement in developing and implementing Miele's business model change from manufacturer to retailer. Leader of: 2 A/R coordinators & 2 mid accounting specialists.

Re-structured & implemented new internal controls to improve all work flow processes improving: deposit reconciliations, payment applications, data base access, filling and record keeping.Key collaborator of the MCA (Retail: Miele Chartered Agent) financial team. Developed, planned, and structured new internal and external controls that were implemented as part of the new business model transition throughout the company.Demonstrated the ability to multitask and exceed at managing large projects (MCA) while supervising the AR department and implementing charges accordingly.Responsible for complete AR cycle on the largest and most complex accounts (multinational accounts: The Bay, The Brick, Costco, Canadian Tire, Etc).Specialized in credit management. Processing, investigating and approving credit applications for new prospective customers, while maintaining credit limits for already existing clients according to the economical changes and as per budget structures.Trained, managed, restructured and lead the AR department through Miele's wide business model transition from wholesaler to retailer while promoting a hostile free environment in stressful times. Thus, improving productivity and communication in the AR department.In charge of all scaled customer service claims and account issues.Received "Employee of the Month - December 2008" award (as per peer's votes throughout the company).

Senior Accounts Receivable Co-coordinator,

Responsible for large and complex accounts, kept files up to date and completed projects as assigned while reporting to the AP/AR Supervisor.Account Manager for: Appliance, Vacuum dealers, end- consumers and large wholesale accounts such as: Trail Appliances and Appliance Canada.Extensive involvement in daily A/R procedures: Applications and reconciliation of cash takings, maintenance of accounts, debt collection, order approvals, monthly statements processing and monthly aging reports.Handled customer service inquiries pro-efficiently while bettering relations with clients and improving DSO. Collaborated in several special projects such as: Calculating and setting of dealer’s credit limits, reconciling bank statements and miscellaneous A/R and A/P projects, such as database setup and maintenance.

1999-2006

First General Services (Toronto)[Insurance Restoration Specialist]– Toronto, Ontario

Accounts Receivable Co-Coordinator,

Responsible for all accounts, invoicing, debt collection, cash takings, applications, record keeping & customer service.Extensive involvement in all accounts receivable procedures: invoicing/credit, debt collections, allocation of receipts, reconciliation of cash takings, maintenance of accounts, identify and minimize debt, co-ordinate collections, and prepare management reports.Responsible for coding, batching, verifying and reconciling transactions, cheque requisitions and bank statements.Handled all collection actions, assisted and attended Small Court Claims litigations. In charge of approximately 2,000 accounts (B2B & B2C).Key collaborator in the ISO preparation of internal and external controls implemented.

1998-1999

Wang's International (Auto Parts & Accessories Wholesaler) - Miami, Florida, USA

Accounts Receivable Co-Coordinator,

Responsible for all domestic and international accounts. Handled all AR cycle: invoicing, collections, cash takings, applications, record keeping, reconciliation, credit management and customer service (Bilingual skills required: English/Spanish)Responsible for credit check, terms set up and maintenance on all accounts.In charge of billing, collections and customer service for all domestic and international accounts.Extensive involvements in COD reconciliation from third party couriers collect on delivery.Competent at daily cash receipt allocations, bank reconciliation, and month end procedures.Provided bilingual assistance for special projects as assigned.

Education

Seneca college – Toronto, Ontario

Business Studies Certificate,2004

Marketing Certificate, 2004 ALEXANDER MACKENZIE C.I. - Toronto, Ontario

Ontario Secondary School Diploma, 1996

References Available Upon Request

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