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Manager Customer Service

Danvers, Massachusetts, United States
July 24, 2018

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Revenue Operations Management Customer to Cash Expert

Increase revenue with defined processes supported by large and small ERP systems (JD Edwards, SAP, and Oracle). Possess in-depth knowledge of transaction posting, business processes, and operations to maximize revenue opportunities. Possess capacity to think clearly and solve problems under pressure, while remaining flexible and resourceful. Areas of expertise in:


Customer Service

Order Management Systems

Forecasting & Cost Benefit Analysis

Credit Management

Billing Management

Order-to-Cash Process Management

Staff Development & Leadership


Oxford Instruments, Concord, MA (Contract) Feb-2018-Present

Sr. AR Specialist

Reconcile and resolve issues involving large systems, service, and contracts accounts receivable to improve over 90 day balances and lower DSO. Review government contracts affecting payment processing. Work with government contracting officer for modifications. Approved new customer credit limit. Reduced over 90 balances from 16% to 3%. Reviewed orders for customers on credit hold.

Checkpoint Systems Division of CCL Industries: Waltham, MA 2014-2017

Revenue Operations Manager, RFID Global Software Profit Center

Manager of operations and finance for RFID Software Profit Center. Ensuring seamless processing of customer business from proposal through forecasting, revenue recognition and billing.

Projects & Accomplishments:

Since assuming operation and finance responsibilities the software profit center achieved their revenue goals for two consecutive years by overseeing project set up and driving revenue opportunities.

Streamlined and improved the reporting of revenue forecast to budget by revenue stream categories.

Support the software VP of Presales and Professional Services in a dynamic environment.

Manage and track business from proposal through revenue recognition. Ensures transactions are moving through customer service, procurement and billing, so that customer needs are met, customer invoices can be generated quickly, and revenue can be recognized as soon as possible.

Liaison between Sales team and Checkpoint Finance to ensure we are meeting finance requirements for revenue recognition, and optimizing revenue recognition where possible.

Managed RFID profit center customer service and billing staff in the SAP Center of Excellence to ensure division business needs are met for processing business through SAP as we encounter unique deal requirements.

Assists with annual budgeting process, working with Geographical finance & accounting teams to ensure division budget is planned for. Reported actual, forecasted, compared to budget revenue.

BOSTON SHOWCASE: Newton Highlands, MA 2009-2014

Operation Support Manager/ Purchasing Agent

Held full responsibility of planning controlling and directing all purchasing and inventory control activities, logistics, and operations for this restaurant equipment and restaurant supplies dealer. Manage department P&L; assess supply options to determine best sourcing solutions. Maintain compliance with organizational standards and objectives. Managed logistical schedule and provide customer service resolving issues involving items which conflict with the delivery of large bid projects and design build jobs.

Projects & Accomplishments:

Material Management with stock level adjustment and control, in-transit and on-order inventory reviews.

Issued Purchase Orders to maximize profit margins while adhering to an 11400 Food Equipment specifications and drawings.

Improved project profitability by 5%-7% with new bid review process capturing addition scope and contractual liabilities before submittal.

Increased rebates by creating an interface between the bid software and the company's proprietary software enabling to accurately report purchasing volume.

Improved job costing analysis by exporting vendor invoice data making billing using AIA (American Institute of Architects) software Quantum more efficient.

Developed an interface from Auto Quote software used in food service industry for estimating/bid proposals into a proprietary fiduciary software system. Increased efficiency and accurately tracked job costing and inventory costs.


Finance & Administration Manager

Effectively managed finance and administration operations including – assessment and mobilization of working capital, payables and receivables management, credit control, purchase, budgeting, cost rationalization, Billing, Accounts Receivables and Accounts Payables, tax compliance and inculcating financial discipline among the employees. Strategically planned & implemented the systems, policies & procedures to initiate and control finance, projected towards organizational goals to maximize profitability and generate revenue.

Projects & Accomplishments:

Implemented cost controls and operational policies and procedures which resulted in reducing cost by 25% in the first year of implementation

Negotiated pricing with vendors and manufacturer's representatives reducing cost by 10%.

Streamed lined consulting/construction Project Department to maximize profitability on large bid jobs.

Handled reconciliation & finalization of accounts, preparing financial statements-Balance Sheet, P/L Account, Cash flow statement along with monthly management reports and related variance analysis. Improved cash flow by working with buying group financial group securing short term loans.

Submitted and reviewed month end and year financial statements for review of the owners, bank, and tax accounting firm.

Reduced over 90-day balance under 5% by working with general contractors and project managers to resolve issues with held retainage deductions.

REUTERS AMERICA: Boston, MA 1997-2002

Order to Cash Project Manager

Account Administration Manager-East (Boston, Mid Atlantic & Florida)

Directed multi-million-dollar project to completely revamp and improve the Order to Cash process in the US including consolidation in a single center, re-skill of all staff, redesign of all roles, and new partnerships with key stakeholder departments and clients as a member of a Global Shared Services Project Team based in London (being the single team member to be selected from Boston). Led a team of competent executives for Boston, Mid-Atlantic and Florida, provided superior process training and offered timely guidance to enhance their productivity.

Projects & Accomplishments:

Developed an Order to Cash Global Template process supported on a global platform (Oracle 11i) and implemented the Order to Cash Global Template process in the Americas.

Actively involved in 2 major system conversions from Oracle 10.7 to 11i and then SAP to Oracle 11i (Bridge Information), involving system evaluation, process mapping, design, testing and implementation, conducted integrated testing for order to cash processes from SAP to Oracle11i, completed unit testing for the customized Business Object reports.

Liaised during IT mapping and reconciling of the legacy SAP data to Oracle 11i, identifying and resolving missing data issue.


Cardinal Health: Peabody, MA

Regional Credit Manager

Directed the credit management of over $1.2 billion in annual hospital pharmacy, hospital medical surgical, and retail pharmacy credit sales for the New England Region (New England, New York City, Eastern New York State, and New Jersey).


Bachelor of Science at Fitchburg State College, Fitchburg, MA

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