Manager Customer Service
Resume:
Ruth McGlashon
Email: *********@********.***
Address: *** ****** ****
City: York
State: PA
Zip: 17402
Country: USA
Phone: 717-***-****
Skill Level: Director
Salary Range: $90,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
RUTH McGLASHON
*********@********.***
PROFESSIONAL SUMMARY
Financial executive with progressively responsible and broad-based experience in management, credit, risk assessment and mitigation, operations development and execution and customer service. Proven expertise in driving efficiency and productivity through development and implementation of process improvements. Strong leader with success improving organizational competencies through setting of vision, providing tools to succeed and driving process until goals are achieved.
EXPERIENCE
AGCHOICE FARM CREDIT Mechanicsburg, PA
Loan Underwriting Manager January 2007 November 2012
* Conceptualized, developed and implemented centralized underwriting department, workflows, procedures and strategies vital to continued success of commercial lending functions
* Evaluated complex and escalated loans, determined risk and approved loan requests with individual authority of $1M and two-party authority of $3M
* Served as Credit Committee member, meeting weekly to review credits in excess of $3M
* Mentored and managed staff of 14 Credit Analysts to ensure appropriate due diligence while providing exceptional customer service
* Developed and implemented processes and procedures effective in improving credit quality and reducing delinquency while supporting loan volume growth
* Developed training programs for key positions in collaboration with other senior leaders and provided mentoring cross-functionally to new staff members
* Reviewed quarterly audit results to identify weaknesses and developed focused training to ensure sound credit decisions and appropriate due diligence
* Developed and presented case studies to sales staff to promote consistency in credit philosophy
* Led cross-functional teams in various organization initiatives, including team-building and culture definition
Branch Manager
* Provided leadership and supervision to cross-functional office of 7 staff, including sales, credit and administration
* Increased loan volume and margin growth each year, while effectively maintaining low delinquency and strong credit quality
* Evaluated loan requests, determined risk and approved loans up to $500k in authority
* Achieved 98% satisfaction rating on customer surveys
* Successfully led staff through organizational and process changes
* Advanced relationships with key customers by managing their lending portfolio through personal and phone visits
* Mitigated credit losses through effective legal management
* Led various cross-functional projects throughout the organization
* Initiated team-building activities to strengthen employee cohesiveness and encourage enhanced productivity
J. C. SNAVELY SONS, INC. Landisville, PA
Credit Manager 2004 2006
* Granted credit company-wide, performed portfolio risk analysis, managed collections, cash application and accounts payable
* Increased receivable base by $1M due to strategic credit analysis on key business prospects
* Reduced over 30-day aging from high of 42% down to 14%
* Improved cash flow by increasing average monthly collections by 76%
* Improved year-over-year recoveries of bad debt by 100%
Ruth McGlashon Page 2
SPECIALTY PRODUCTS INSULATION CO. East Petersburg, PA
Credit Manager 2002 2003
* Granted credit company-wide, performed portfolio risk analysis, managed collections, cash application and accounts payable
* Developed and implemented system credit hold process to mitigate front-end exposure on high-risk customers
* Developed Company Credit Policies and Procedures
* Initiated interest assessment policy on aged receivables, resulting in incremental Company income
* Standardized customer terms, resulting in improved customer payment habits and reduced revenue loss due to discounts
CASE NEW HOLLAND CAPITAL New Holland, PA
Wholesale Operations Manager 1987 2002
* Controlled cash processing of $100M per month to ensure consistency in timely and accurate applications
* Managed the aging of $350M in wholesale receivables to ensure company assets remained protected; maintained 2% or less delinquency
* Managed consolidation of seven branch offices into a new streamlined centralized operation, thereby increasing efficiency while decreasing costs
* Developed policies and procedures for wholesale operations
* Facilitated team concept among departments within the company
Central Collections Manager
* Developed agricultural and industrial department
* Increased recoveries from 6% to 15% of loss receivables on a $12M portfolio
* Collaborated in the development of a remarketing website
* Worked with consulting firm to develop user-friendly retail system; served as liaison for system launch, training and trouble-shooting
* Analyzed and reported trends indicative of customer default, thereby reducing risk of loss through changes in buying patterns
* Imposed internal controls resulting in decreased legal fees and an effective 26% increase in payments received on bankruptcies of $8M
Regional Credit Analyst
* Developed and initiated agricultural and industrial industry-specific risk analysis methods and conducted training seminars to roll procedure out company-wide
* Developed and implemented an on-line system for financial review, ratio and trend analysis
* Completed analysis of dealership audit frequencies, risk and loss history, resulting in annual savings to the Company of $900k
* Developed and revised reporting system of all facets of Company receivables for Senior Management analysis
EDUCATION AND PROFESSIONAL DEVELOPMENT
UNIVERSITY OF MARYLAND 2008 2011
Master of Business Administration
UNIVERSITY OF NORTHERN IOWA
Bachelor of Arts in Finance
* The Gettysburg Leadership Experience 2012
* FCSS Leadership Development Series One and Two 2007-2011
* FPI Tax Course
* Diversity Council
* Wellness Steering Committee
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