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Customer Service Representative

Phoenix, AZ
March 15, 2018

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Debra Davidson May

Scottsdale, AZ ***** 623-***-****

Credit Analyst / Manager

Detail-oriented professional and self-starter with more than 25 years of experience in credit analysis and service roles. Proven ability to establish strong sustainable customer relations. Expert in quantitative analysis, creating/utilizing pivot tables, linear regression, forecasting, optimization modeling, and data analysis. Currently completing an MBA in Accounting. Eager to take on a new challenge and work collaboratively in a team setting.

Account Management

Customer Service & Support

Customer Relations


Credit Review & Analysis

Training & Development

Negotiation Skills

Collaborative Teamwork

Quantitative & Qualitative Analysis

Team Management

Learning Agility

Communication Skills


APL Logistics, Scottsdale, AZ

3rd Party Logistics Company with annual sales of $285 million.

Accounts Receivable Manager (2017)

Provided effective leadership and mentoring for the newly transitioned collections team.

Established processes and procedures to aid in effective collections practices to increase cash flow and reduce financing requirements.

Encouraged team building to form collaborative relationships to gain resolution commitment with all stakeholders.

Key Accomplishments

Effective recruitment, leadership, and mentoring for the newly transitioned collections team from Costa Rica to Scottsdale over a period of three months.

Orora Packaging Solutions, Service Center, Tempe, AZ

Packaging and Shipping Supplies Manufacturer and Distributor with annual sales of $4 billion

Credit Service Representative (CSR) / Lead CSR (2005 to 2017)

Assigned and resolved challenging customers to bring the accounts within established terms

Managed strategic accounts to establish collaborative policies and procedures to meet the customer’s needs

Established strong customer relationships to ensure customer retention while increasing cash flow

Key Accomplishments

Consistently maintain a 40-day DSO, per company standards.

Mentored and trained team members on effective communication and processing skills

Promoted into a Lead Credit Service Representative role for five years

Successfully established new procedures for a strategic customer

TIRECO, Inc., Compton, CA

Tire Distributor and Wheel Manufacturer

Senior Credit Representative (1998 to 2004)

Analyzed the creditworthiness of customers by reviewing credit history and reports from Dun & Bradstreet.

Prepared and filed UCC forms and Personal Guarantee agreements to secure accounts on open credit terms.

Discussed problems and past due account balances with customers to negotiate an acceptable solution.

Reviewed accounts and made recommendations to management for transfer to outside collections.

Key Accomplishments

Designed and maintained the UCC filing process and procedure for all 50 United States and its territories.

Maintained and updated the resale certificate process for all customers.

Processed, filed, and monitored personal guarantees for all customers.


Master of Business Administration-Accounting. Grand Canyon University, 6/2018

Master of Elementary Education. Grand Canyon University

Bachelor of Science-Business (minor: Management), Summa Cum Laude, Western International University

Associate of Arts-Business Administration, Long Beach City College, Long Beach, CA

Executive Certificate-International Business, Long Beach City College, Long Beach, CA

MEMBERSHIPS: Golden Key International Honor Society

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