Manager Customer Service
Resume:
ELIZABETH DAINO-LAKAS
OBJECTIVE
To effectively apply my diverse experiences, from clerk
duties through management, that I have collected throughout
my career to modern collection applications and solutions.
EXPERIENCE
Designer Greetings Edison, NJ
Credit - Collection Director
(Retired)
. Developed Policies and procedures for the Collection
department.
. Negotiate payment plans for delinquent accounts
. Handle all high priority accounts for the president
of the company.
. Month end Write off's
. Personally handle all accounts sent to attorneys for
suit
. Month end reports for the Controller
2003 -2006 Dendrite interactive Marketing Bedminster, NJ
Credit-Collections Manager
. Established collections department
. Collect past due invoices of 181 plus days of $3.4M
during and after the acquisition of another company.
. Developed policies and procedures for the collection
department.
. Independently responsible for collecting all delinquent
accounts and resolving idle customer disputes
. Researched all unapplied and cash on account balances
. Corrected all billing disputes.
. Responsible for training new staff members
. Accomplished reducing the DSO down from 185 to 60 days
. Developed a procedure to establish new clients credit
worthiness in preparation to establish credit lines
. Month end reports for staff accountants
. Month end cash reconciliation's.
. Cash projections
2001 - 2003 Royal Doulton USA Somerset, NJ
Credit-Collections Manager
. Managed a staff of four credit and collection clerks.
. Reviewed and approved all credit applications for credit
worthiness utilizing industry research tools including
D&B and Gain (Coritek) combined with the applicant's
financial statements
. Prepared daily reports detailing the status of all
collections and aging reports while directly reporting
to the Controller.
. Successfully effectuated the collection of extensive
charge backs from large retail department store
customers.
. Coordinated all cash receipts, daily deposits and Cash
applications for funds received.
. Created a new claims department and implemented new
business control techniques designed to facilitate the
collections process by dividing the tasks of collection
clerks and customer service personnel into two
individual ancillary departments.
. Responsible for quality assurance and quality control of
service to all customers.
. Reduced charge-backs in excess of 120 days from $1.5 M
to $106,000.00 within a five (5) month period.
1984 - 2001 The Isfel Company New York, NY
Credit-Collections Manager
. Successfully analyzed the available human resources of
the collection staff to determine if adequate personnel
was employed to perform the department tasks and
implemented an increase in stall which consequently
resulted in an efficiently performing department and
increased collections and reduced charge-backs.
Independently responsible for all delinquent accounts
and resolving idle customer disputes.
. Prepared daily reports detailing the status of all
collections and aging reports while directly reporting
to the Controller.
. Negotiated and resolved settlements on matured account
disputes.
. Filed client bankruptcy claims.
. Organized a claims department responsible for addressing
customer complaints and disputes, which resulted in
future charge-back avoidances.
. Managed a customer base of 30,000 customers.
. Prepared month-end reports and year-end audits.
. Reviewed and coordinated credit applications, approvals
and increases.
. Reviewed invoice charges, applied discounts and return
credits for correctness and proper postings.
. Responsible for extensive collection of major accounts
often, involving letters of credit.
EDUCATION
1970 Middlesex County College Edison, NJ ( Associates
of Science Degree in Business Management
SKILLS:
AS400, MS Excel, MS Word, Peach Tree, FoxPro, Windows
Environment, Internet Research
*******@*****.***
808 Veronica Court, Indian Harbour Beach, Fl. 32937
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