Customer Service Manager

DEBORAH SABOL

Aurora, Illinois *****

630-***-**** ( ******************@*****.***

Strategic leader in global multi-billion dollar enterprise, innovating and

executing initiatives for exceptional team performance, profits, and

savings.

PROFESSIONAL EXPERIENCE

Stanley Convergent Security Systems Naperville IL

Dec 2012 to present

Director Order to Cash

. Area of responsibility spans Order Entry, Billing, Cash Application,

Credit and Collections.

. Responsible for 100+ associates, (includes 10 direct reports).

. Developed and implemented collection processes and reporting for annual

AR of $1B.

. Implemented rejection process for service tickets, driving additional

monthly revenue of $200K.

. Managed $4.6M operating budget for department.

. Implemented incentive plan for AR department to drive down 61+ past due.

. Increased efficiency by 30% in billing by combining service ticket

specialist and billing analyst roles.

. Decreased costs $500K in AR department.

Hallmark Services Corporation (Blue Cross/Blue Shield) Naperville IL

Dec 2011 to Nov 2012

Cash Operations Manager

. Coached and mentored18 associates.

. Increased lockbox hit ratio by 10%.

. Implemented internal cash controls - reducing lost checks by 3%.

. Outsourced in-house cash processing - cost savings of $100K YTD.

. Responsible for processing $3.5B in checks, credit cards and electronic

payments annually.

. Developed training program to cross-train team - increased productivity

8% YTD.

. Automated billing cycle decreasing invoice cycle-time 95% - increasing

customer satisfaction 100%.

Smiling Bright Chicago, IL

Jun 2010 - Nov 2011

Director Customer Service Operations (consultant)

. Directed all aspects of the organization's customer service policies,

objectives, and initiatives.

. Created and enforced policies and procedures governing customer

correspondence and handling of customer complaints.

. Monitored revenue margins and worker productivity, as well as implemented

new directives for growth.

. Recruited, mentored, and directed 15 associates.

. Maintained database of more 100,000 customers.

. Managed direct business to consumer marketing promotional mailings.

Wm. Wrigley Jr. Company Chicago, IL

July 1999 - December 2009

SAP Order to Cash Sugar Integration Lead

Jul 2008 - Dec 2009

. Demonstrated outstanding leadership by successfully leading SAP

integration of $800M portfolio by completing project on-time and within

budget.

. Engaged in days sales outstanding synergy team and days sales outstanding

task force - reducing.DSO 15 days and increasing cash flow by $80M.

. Prevented $2M in product refusals/returns by identifying duplicate

product skus.

. Directed loading of all pricing and 98% of promotional discounts

preventing deduction increase of 10%.

. Trained customer service staff on new products reducing customer service

order entry errors 10%.

. Created and monitored transition service agreement for order entry and

processing.

. Drafted, updated and maintained order to cash work plans for SAP

integration in MS Project.

. Managed project documents, team calendar and project milestones through

Sharepoint.

DEBORAH SABOL ( Page 2 ( ******************@*****.*** ( 630-***-****

Demand Planning Manager

Oct 2006 - Jul 2008

. Assisted in development of collaborative meetings with Demand Planning,

Marketing and Supply chain resulting in 100% consensus for production

plan.

. Improved forecast accuracy 5% on power SKU's by optimizing activities of

3 Demand Planners with monthly review of power SKUs and developing action

plans.

. Streamlined abnormal demand process resulting in 15% reduction and

improved relationships with sales and supply chain partners 50%.

. Led performance management task force and conducted training for internal

personnel resulting in 98% completion on time.

Accounts Receivable & Pricing Manager

Mar 2003 - Oct 2006

. Responsible for accurate and timely invoicing.

. Managed cash application ensuring all cash receipts were applied

properly.

. Controlled annual accounts receivable balance of $1.4B reducing bad

debt 25%.

. Conducted month end close and prepared financial reporting for CFO and

executive team.

. Responsible for all U.S. domestic invoice billing (manual and EDI).

. Innovated and launched processes for continuous profitability

improvement on all back-end financial matters while meeting 100%

Sarbanes-Oxley compliance.

. Cut days sales outstanding by 2 days, resulting in improvement of cash

flow by $8M.

. Reduced 30+ past-due invoice balances by 8%.

. Drafted and managed department budget of $5.3M reducing costs 5%.

. Collected accounts receivable balance of $17.7M resulting from corporate

acquisition - 5% savings.

. Recruited, coached, developed and directed Accounts Receivable and

Pricing Team (16 associates directly, 10 temps and 30 associates

indirectly).

. Implemented process improvement increasing deduction resolution 20%.

. Executed exemplary customer service skills by resolving challenging

situations with upset customers.

SAP Power User/Business Expert

Jan 2002 - Mar 2003

Financial Credit Services Analyst

Jul 1999 - Dec 2001

PrimeSource Corp. Itasca, Illinois

May 1996 - July 1999

Regional Customer Service Manager and Regional Credit Manager

Matson Intermodal System, Oak Brook, Illinois

Jun 1992 - Apr 1996

Supervisor of Credit & Collections -

Mobil Oil Corp.,Malvern, Pennsylvania

Jul 1984 - Sep 1991

Senior Stock Analyst, Account Specialist, Sr Resale Credit Customer Service

Rep.,

Credit Administrative Assistant, Legal Secretary, Engineering

Administrative Assistant

CERTIFICATIONS/TECHNICAL SKILLS

Certifications: Credit Business Fellowship, ITIL v3 Foundations

Technical Skills: Healthation ( SAP ECC (SD, MM FI/CO) ( Microsoft

Office: Word, Excel, PowerPoint ( Microsoft Outlook,

Project & SharePoint ( Lotus Notes ( Engyte

Additional Training: Project Management Professional Training (PMP) ( Six

Sigma Green Belt Training ( Leadership ( Executive Coaching

( Appreciating & Leveraging Diversity ( Managing Within the

Law

SKILLS INVENTORY

Corporate Leadership ( Change Management ( Change Ambassador ( Strategic

Planning ( Talent Development & Retention ( Mergers & Acquisitions (

Performance Coach ( Project Lifecycle Management ( Succession Planning (

Financial Management ( Collaborator ( Business Development ( Compliance (

Creative Problem Solver ( Project Management ( Revenue Generation & Savings

( Optimization Budget & Forecasting ( Continuous Process Improvement (

Mentor ( Team Player ( Financial Analysis ( Report Design ( Continuous

Learner ( Excellent Listener ( Positive Attitude

EDUCATION

DePaul University, Chicago, Illinois B.A., Business Management and

Development

Six Sigma Green Belt Training, Chicago Deming Association - Six Sigma

Masters, Naperville, Illinois

MicroTrain Technologies, Lombard, Illinois - Windows SharePoint Services L1

& L2; Microsoft Project 2007 L1 & L2, ITIL v3 Foundations Certification;

PMP program

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