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Manager, Supervisor, Team Lead

Hawthorne, New Jersey, 07506, United States
January 08, 2018

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David Obeso

Hawthorne, NJ



Exceed Professional Expectations Through Team Building, Customer Care, & Commitment to Excellence

A highly motivated professional with experience in all aspects of management from account management, billing, order management, team building, motivating as well as collaborating with various departments, team members, vendors, and senior leadership. Effective in analyzing, identifying, planning and implementing improved processes that strengthen customer loyalty.

Strengths & Qualifications

Customer Satisfaction & Issue Resolution

Team Leadership & Management

Billing Operations

Meeting Department & Corporate Goals

Creative Problem Solving

Communication & Collaboration

Performance Assessment

Order Management & Returns Operations

Professional History

RICOH USA INC., West Caldwell, NJ February 2007- August 2017

Billing Manager 2015 – 2017

Staffed, managed, developed, trained and motivated team of 8-12 employees

Set revenue and problem resolution goals

Monitored performance against set goals

Monitored workload and work flow within area teams

Assisted team members with resolution of customer issues and more complex problems, including visits to customer location as needed

Conducted performance appraisals for direct reports

Provided counseling and /or disciplinary action of team members when applicable

Monitored budget aspects of the department

Involved in regular communication with sales, area location leadership, ensuring consistency in prioritization and resolution processes

Recommended new/improved procedures as needed to improve productivity/skillful job performance

Improved dispute resolution time to exceed corporate goals – from 50% <7 Days to 75% <7 Days

Improved federal purchase order renewal processing time by 45% to increase cash flow

Improved On-Time billing metrics by 50% to meet and exceed corporate goals

Reduced aged receivables from $11MM to $1MM in 18 months - 30% to 4% of total AR >90

85% reduction in open customer disputes in a 16-month period

Reduction in aged invoicing metrics from $5MM >30 days to $0 >30 days in 8 months

Order Management & Billing Supervisor 2011 – 2015

Staffed, trained, managed and motivated team of 7-15 employees

Ensured that outbound orders & return orders were processed accurately and in a timely basis

Developed strong relationship with customers and sales personnel

Prepared and conducted team performance appraisals

Provided counseling, coaching, mentoring, guidance and /or disciplinary action of team members when applicable

Tracked and recorded payroll for direct reports

Recommended new/improved procedures as needed

Monitored and documented daily activities of team members

Ensured accurate and timely funding from leasing partners

Reduced lease funding from 45 to 20 days in a 16-month timeframe (cash resolution)

Supported Federal business with 20% continual Year over Year growth

Improved processes to meet or exceed quality metrics with an average audit score of 95% in an 18-month timeframe

David Obeso

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Order Management & Billing Team Lead 2009 – 2011

Led, trained and motivated team of 5-7 employees

Assisted manager with setting department/team goals for performance

Identified and assisted in resolution of issues that adversely affected the flow of orders to revenue recognition

Cross functional liaison with various departments to improve process and prevent/resolve issues

Reviewed department policy and procedure with team members to ensure compliance

Assigned, monitored and documented team work load

Ensured that outbound orders & return orders were processed accurately and in a timely basis

Provided back up support for team in times of heavy work load or reduced staff

Ensured accurate and timely funding from leasing partners

Handled complex and escalated issues for resolution

Order Management & Billing Processor 2007 – 2009

Processed outbound orders & return orders in a timely manner

Ensured all associated and required documents were provided

Provided sales team with update/status on orders

Trained new team members

Tracked orders through delivery, invoicing and funding

Ensured accurate and timely funding from leasing partners


Distribution/Replenishment Coordinator November 2003-December 2006

Created and processed orders to build and replenish Recon & Spine Loaner kits

Solved customer inquiries via telephone, email or fax

Developed relationships with the field branch personnel to enable ease of business

Developed relationships with product launch team members to enable smooth release of new kits

Processed billings, maintained inventory accuracy, performed inventory cycle counts

Released and picked orders in warehouse

Processed priority airfreight orders requested by customers

Processed Return orders

Handled on-call duties


Montclair State University

B.S. in Business Administration, Management of Information & Technology, expected 2020

Passaic County Community College

A.S. in Computer Information Systems, Network Administration

DeVry University

Electronics Technician Certificate


Microsoft Word, Excel, PowerPoint, Outlook, AS400, BOSS, Lotus Notes, Oracle R12, Oracle 11i, Rquote

Fluent in Spanish

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