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Manager Customer Service

United States
December 28, 2017

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Peter Christoforou, CCE

Port Washington, NY *****

Cell: 516-***-****

Summary and Highlights

Proven ability in selling high risk accounts profitably.

Created a scoring model to fast track opening new accounts – credit lines, terms and risk codes..

In tune with the economy though an NACM affiliation and the internet to keep on top of the ever changing environment that our business operates in.

Favorably negotiated post audit deduction claims from big box stores that were to be written off

Collected $60k in bad debt out of a portfolio of $200k by working out payment plans, product reclamations and creative solutions to “pay as you go”.

Instilled confidence within my department by giving structure and establishing a common purpose that assisted in gaining the respect and trust of the sales force and key codependent departments.

Areas of Expertise

Certified Credit Executive (CCE)

Tested and proven professional, in all facets of credit, collections, deduction and personnel management

Route cause analysis to avoid erosion of margins from preventable deductions

Credit line setting and maintenance under full financial review

Improve the customer’s overall experience by delighting them with service

“Customer first” attitude with a heavy focus on continuous improvement

Domestic and international credit management experience

Full understanding of economics and the role it plays in the business cycle

Training, mentoring, team building, problem solving, route cause analysis, continuous improvement

“Pro sales” attitude while being profit driven

Contract Experience July 2015 - Present

Heineken USA, White Plains, NY April 2016 – June 2016, December 2016 - Present

Treasury & Credit Manager -Contract

Massaged our local credit policy to mirror our global credit policy while aligning it with the global business plan of increased profitable sales

Created scoring model with risk profile assessment to more consistently apply risk tolerances

Mapped all functions of the Credit Management role that was being be outsourced

Manipulated aging to highlight deductions by type and ranked by priority to route to correct stakeholders for accountability and prompt resolution.

Currently managing several Voluntary Disclosure Agreement engagements for sales and use tax

Initiated a resale certificate project targeted on saving nearly $3 million annually

Worked with IT to redesign the credit line formula for more efficient, automated order releases

Hands on collections and cash application responsibilities

Reduced DSO on Point of Sale merchandise from 128 days to 74 in less than 3 months. While improving percent AR current by over 35 percent in the same period

How well are we really doing initiative – Benchmarking of KPI’s

PR Newswire, Jersey City, NJ July 2016 – November 2016

Director of Credit and Collection – Contract

Constructed and successfully executed a 30/60/90 day plan of achievement

Managed 11 onsite, offsite and outsourced team in all facets of AR

Favorably negotiated repayment of deductions when contracts were either vague or incomplete

In a process improvement initiative, I developed a “super aging” for collection efficiencies

Streamlined periodic reporting to a single page by providing data that was relevant to the business

Enrolled in the NACM to be able to have a pulse on our industry happenings (customer specific)

Review of SOP’s to eliminate deficiencies, redundancies and irrelevant/outdated policies/processes.

In all process improvement strategies, secured Team’s as well as Management’s buy in to ensure success and continued improvements

Sysco Corporation, Central Islip, NY July 2015 – March 2016

Credit Analyst – Contract

Focus on process improvement

Create scoring model to fast track new account opening and terms setting

Coached team on consistently delivering “Customer First” attitudes

Trained team on constructive use of strategic emails that were designed to “just get results”

Created a viable solution, KPMG approved, to extend terms and avoid issues related to revenue recognition (Restaurant Equipment). Process was rolled out nationally as a result.

Created an atmosphere that diplomatically allowed our Team to gain the respect of sales and other co-dependent departments

Professional Experience

Pall Corporation, Port Washington, NY March 2014 - April 2015

(NYSE listed $3 billion industrial goods manufacturer-filtration)

Global Manager of Credit and Collections

Managed staff of 22, 7 off-site including goals and personal development plans

Managed Credit, collections, deduction and cash application process including reporting

Process improvement initiatives – global negotiation of third party credit reports, faster and more effective customer contacts through automation of form letters.

Tested our strategies against peers through the Credit Research Foundation to create a plan and a timeline for achieving best in class status

Parsed aging through pivot table to be able to isolate and highlight “issue” areas in efforts to direct responsible area to take action and maintain continuous improvement to the AR.

Strategically aligned global credit policies to mirror our business plan and direction, taking into account local laws

Successfully forged a positive working environment between A/R, Order Entry, Credit and Sales departments and cascaded those ideals to become a global endeavor

Created reporting that enabled proactive collection and continuous improvement in DSO, deductions and bad debt ratios

Heavily involved in SOX compliance initiatives – Separation of duties and remediation of Statements of Deficiencies

Coined the term “Starbucks effect” a process that teaches - you get what you pay for and strives for the continuous evolution of best in class customer service

40% reduction in program spending based on redundant subscriptions and contract reviews

Continual evaluation of staff to be sure we were deploying the best personnel assets in the proper areas. This did lead to promotions as well as some Performance Improvement Plans and terminations

Haier America, New York, NY March 2012- April 2013

($21 billion Consumer Goods Manufacturer)

Credit and A/R Manager

Managed staff of 9 in the credit, collection and AR function

Actively monitored 1,000 accounts across 3 business units

Dissected all processes from order-to-cash to identify areas to improve cash flow

Managed AR functions, including credit, cash collections, chargeback’s, and reporting

Enhanced existing policies and procedures to be more relevant in today’s market

Applied consistent application of credit policy to increase sales and reduce credit risk exposure

Mindray DS USA, Inc., Mahwah, NJ August 2008 - March 2012

($880 million Medical Device Manufacturer)

Credit Manager

Responsible for credit line setting and reporting.

Managed staff of five in the credit, collection and AR function.

Managed a customer base of 4,500 active accounts across five business units

Managed export portfolio (Latin America, Caribbean, Mexico, China)

Implementation of a private label leasing brand – Mindray Capital

Prepared monthly cash flow projections and put plans in place to achieve these amounts

Conducted staff reviews, training, coaching, goal setting, and quarterly monitoring

Quarterly internal and external auditor review for financials and SOX compliance

Directed the A/R and Credit modules of an SAP implementation

jWIN Electronics Corp., Port Washington, NY January 2005 to May 2008

($100 million Consumer Electronics Manufacturer)

Credit Manager

Responsible for credit line setting, approving new accounts, collection, DSO and reporting

Developed new credit line setting, referencing policy and updated the credit application

Visited 14 Miami based distributors in which the average credit line was increased 25% and resulting sales increased 20% for this region

Responsible for 700 active lines of credit and order release

Managed export portfolio (Latin America, Caribbean, Mexico)

Directed the A/R and Credit modules of an SAP implementation

Managed staff of two


TDK Electronics Corp., Garden City, NY - Credit and Collection Manager

Barnes & Noble Inc. Garden City, NY - Supervisor of Credit and Collections

Minerals Technologies Inc., (Pfizer), New York, NY - Credit and Collection Analyst

Monsieur Touton Selection, Ltd., New York, NY - Credit and Accounts Receivable Manager


Certified Credit Executive (CCE) - National Association of Credit Management 2003; Recertified 2015.

Credit Business Fellow designation (CBF) - National Association of Credit Management designation 2001

Credit Business Associate designation (CBA) - National Association of Credit Management 1997

NY Institute of Credit from 1992-1994

LaGuardia College 1990 –Associates Business Management

COMPUTER SKILLS -SAP, AS-400, Intermediate Microsoft Word and Excel, PowerPoint.

Contact this candidate