Manager, Supervisor, Team Lead
Resume:
David Obeso
Hawthorne, NJ
********@*****.***
Summary
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
Page 2
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
STRYKER ORTHOPAEDICS, Mahwah, NJ
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
Education
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
Skills
Microsoft Word, Excel, PowerPoint, Outlook, AS400, BOSS, Lotus Notes, Oracle R12, Oracle 11i, Rquote
Fluent in Spanish
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