Customer Service Management
Resume:
Paula S. richmond
Palm City, Florida 34990
**********@***.***
PROFESSIONAL objective
Seeking a leadership that requires analysis,
management and development of resources across
functional areas of the business to enhance
organizational proficiencies and profitability. Ideally,
within an organization that is concerned and involved
in the continuous growth and improvement of its
products and services. The position would require
skills in influencing perceived organizational/customer
needs, creating and implementing strategic
performance enhancements and problem resolution.
career summary
Accomplished Leadership/Management of: $100
million+ Medical and Bankcard Accounts
Receivable, Remittance Processing, Insurance
Billing and Verification, Customer Relations,
Telemarketing and Collections.
Diverse experience in Systems Projects: Call Center
Management Tools, Processing Systems, Database
Business Functional/Administration Design,
Lockbox Operational Implementation.
Proven abilities in growth and development of staff,
strategic planning initiatives, due diligence, system
conversions, and project management with a focus
on SOX 404 and Regulatory requirements in both
the Medical and Bankcard industries.
demonstrated skills/experience
August 2010 July 2013 ALETOR Corp. dba Sign A Rama Stuart, FL
PRESIDENT
• Purchased an existing Sign Franchise with struggling revenues and customer relationships,
in 2 years, I have turned around the profitability of the business by increasing the gross
profit to 70% with an annual gross revenue of $225,000, projected to reach $300,000 for
2013.
paula S. richmond
Re established the image of the franchise and quality of services delivered within the
•
community through expansion of the product offering to capitalize on full service Graphics
and Marketing needs of the customer base to offer ‘One Stop’ shopping. Managed all
aspects of the Operations including but not limited to: Sales, Project Management,
Logistics, Human Resources, AR/AP.
2007 2010 NationsHealth Sunrise, FL
VICE PRESIDENT, MEDICAL BILLING
Executed turnaround of the Medical Billing Department to implement operational best
practices, increase collections, reduce DSO, increase effectiveness of team, identified key
performance measurements and reporting.
Rebuilt management team, mentoring and developing inexperienced leaders into a cohesive
and professional leadership organization. Led and mentored teams responsible for Account
Receivables, Customer Service, Insurance Verification/Claims Submissions, Collections,
Remittance Processing and Returns, across 3 Call Centers and 5 Lines of Business
Implemented key new business initiatives in conjunction with Marketing team to increase
revenue $14 mm annually with ongoing growth opportunities.
Identified and implemented key operational and system requirements across the organization
to ensure compliance with federal and local regulatory requirements on all new business
initiatives including proprietary contracts resulting in an increase of 125% in revenue and
creating a niche competitive advantage.
Developed business system and performance reporting requirements to produce accurate and
relevant data to perform analytical evaluations and develop strategies to improve efficiencies.
Reduced Gross DSO from 187 days to 65 days, representing $8 million improved collection
efforts and production efficiencies.
Implemented Remittance Processing reconciliation processes in a manual environment to
ensure accountability and accuracy of cash posting, reducing unapplied cash by 250% and
decreased average cash processing to an average of 1.75 days.
Analyzed and implemented system enhancements to reduced Unbilled Accounts Receivable
by 500% to increase cash flow.
Identified System inefficiencies and managed projects to implement and correct system
issues and enhancements, resulting in an increase in monthly receivables of 50% over
previous 12 months.
Increased Productivity by 60% through implementation of monthly performance
measurements to enhance quality, production, and morale to increase customer satisfaction
and investor returns.
paula S. richmond
Identified, managed and implemented Retail and Wholesale Lockbox initiative to outsource
manual, paper intensive Cash Batching, Remittance Processing, and Denial Management to
save over $1.3 million in SG&A.
Implemented Database Design and Administration as an interim solution to develop audit
trails, productivity and performance and tracking mechanisms for all manual work and
productivity within department.
Performed Accounts Receivable Due Diligence Analysis for significant Strategic Initiatives
and Acquisitions.
1998–2007 Liberty Medical Supply Port St. Lucie, FL
VICE PRESIDENT, ACCOUNT SERVICES 2001 2007
Led and mentored up to 275 representatives responsible for Account Receivables, Customer
Service, Insurance Verification/Claims Submissions, Collections, Remittance Processing and
Returns.
Reduced DSO from 65 days to 42 days, representing $23 million improved collection efforts
and production efficiencies.
Reduced Remittance Processing in a manual environment from a 90 day lag to less than 10
days.
Reduced Customer Complaints by 115%, directly impacting customer retention by 5% to the
bottom line.
Rebuilt management team, mentoring and developing inexperienced leaders into a cohesive
and professional leadership organization.
Increased Productivity by 166% through implementation of monthly performance
measurements to enhance quality, production, and morale and to increase customer
satisfaction and investor returns.
Implemented operational best practices reducing redundancy and manual efforts to increase
productivity.
Identified, managed and implemented Retail and Wholesale Lockbox initiative to outsource
manual, paper intensive Cash Batching, Remittance Processing, and Denial Management to
save over $1.3 million in SG&A.
Implemented Database Design and Administration as an interim solution to develop audit
trails, productivity and performance and tracking mechanisms for all manual work and
productivity within department.
Developed and Implemented a Pay for Performance Incentive Program ensuring
paula S. richmond
accountability and achievement of excellence.
Performed Accounts Receivable Due Diligence Analysis for significant Strategic Initiatives
and Acquisitions.
VICE PRESIDENT, CUSTOMER SERVICE 1998 2000
(Hired at a Director level, promoted to AVP, and then VP)
Developed and implemented organizational changes to enhance teamwork, communications,
performance and morale during a rapid growth period of the corporation simultaneous to
significant regulatory challenges within the industry.
Increased productivity through implementation of monthly performance measurements and
feedback to enhance quality, production, and morale and to increase customer satisfaction
and investor returns.
Led, mentored and developed a team of 40 representatives responsible for servicing $75
million in revenue to a growth of 150 representatives servicing $280 million in revenue while
increasing customer satisfaction and retention.
Spearheaded the effort to set up a ‘War Room’ and specialized team to address the
requirements of major regulatory changes during an aggressive growth period.
1986 1998 First Chicago NBD/First Card (JP Morgan Chase) Elgin, IL
BUSINESS SYSTEMS ANALYST- OFFICER 1996-1998
Led the Project Planning and Implementation of First Infinity Cardholder System Project
into a ‘Live Lab’ environment as a means of piloting/troubleshooting and design to replace
legacy customer operating platform.
Key Leadership role to increase involvement and knowledge across the organization.
Key Liaison between the Systems Business Team and the Operational Organization
responsible for ensuring all lines of communication.
Identified and documented SOPs in conjunction with the New Cardholder Operating
System design and implementation.
Identified and implemented Project Plans for all Business Operational Divisions across four
Operating Centers.
Other Positions held at First Chicago/NBD:
paula S. richmond
Supervisor, Telemarketing Sales/Customer
Retention 1995-1996
Supervisor, Collections 1991-1995
Assistant Supervisor, Collections 1988-1991
Collector 1986-1988
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