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Customer Service Manager

Raleigh, NC
December 25, 2018

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Jeanne Di Ferdinando

**** ********* ******

Raleigh, NC 27617

919-***-**** Cell

OBJECTIVES: To obtain a position in which the management, administrative, accounting and customer service experience and education presented below will have valuable application.


2012-PRESENT Global Software, LLC, Raleigh, North Carolina

Senior AR Lead Accountant

Collections – Handle all accounts in escalation for delinquency resulting in credit hold, support hold and license suspension. Create collection process, system follow up screen on all open invoices, and develop letters for all stages of collections. Direct and supervise AR staff on work priorities, training and collection organization. Reduce and maintain DSO at 40 days or below.

Lead - Develop processes and check points to accommodate all accounting practices and company policy, customer service, annual maintenance renewals and system upgrades. Work with management to enable AR to provide accurate and timely reporting through system automation and conversion to new ERP. Complete system development by working with internal IT solutions in constant process to improve and automate processes.

Billing - Contract review, order processing and customer invoicing performed daily. Timely billing of purchases including monthly billing of annual maintenance, to include negotiating customer renewals, multi-year renewals and reductions.

Reporting - Monthly reporting to senior management on all accounts cancelling annual maintenance, accounts on support hold, and accounts with license reductions. Additional reporting for month-end annual maintenance bad debt accrual to CFO.

Customer Service - Heavy support given to customers with regard to their billing concerns and annual maintenance. Work with sales to accommodate customer preferences while insuring processes are followed to ensure the customer is please and satisfied with their experience, which in turn, promotes prompt payment.

2009- 2012 Personal Care – Parent Care in Alzheimer Facility.

2006-2009 Static Control Components, Inc., Sanford, North Carolina

Manager, Credit Control – Corporate

Report directly to VP, Imaging Division.

Supervise - Responsible for six direct report collections specialists and one cash application specialist, covering over 8,000 domestic and international accounts. Daily order approval, reviewing accounts on hold, working with collection staff to get orders released, reviewing customer aging to identify and resolve all issues, maintaining account credit limits and payment terms, designing payment plans focusing on bring all accounts within terms, while offering each customer quality customer service. Weekly AR Staff meetings, annual reviews, monthly incentives, coaching them through the daily collection activities.

Collections - $230M in past due accounts in one year, reducing the DSO from 109 to 59 and ADP from 67 to 38. Percentage of AR past due reduced from 85% to 27 card transactions with focus on dispute resolution. Work closely with sales team to provide high quality products and services while maintaining goods payment relationships.

Sales/Customer Service - Accompany sales team on annual customer visits to promote business partnerships. Personally visit top 10 accounts, annually, to build team payment environment.

Management - Weekly Credit Committee Meetings with Senior Management, presenting all potential risk accounts to develop collection strategies. Working with collection agencies and in-house legal staff to reduce bad debt and secure payment. Develop Credit Policies and Procedures in accordance with company policy. Design and implement a new credit application, improve credit collection data tools and develop a Credit Analyst position to routinely evaluate credit on existing accounts. Maintain all credit agency contracts, credit memberships such as D&B, NACM, etc. Develop forms, collection letters, and collection process timeline. Manage AR Credit Insurance.

Jeanne Di Ferdinando, continued Page 2

1997 – 2006 Qualex, Inc., Division of Eastman Kodak, North Duke Street, Durham North Carolina

Senior - AR Collections Supervising Accountant – Corporate Credit Department

Report directly to Kodak Corporate Credit Manager, Rochester NY.

Collections - Reduction and maintenance of receivables for AR balance $55-250M. Manage collector's (5) portfolio for U.S. and Canadian retail chain accounts (10-7000 locations each). Supervise cash application (4), dispute resolution, and contract compliance. Monthly collection/cash average over $250 million with currently no balances over 60 days. Enforce contractual terms, discounts and allowances and promote EDI customer system conversions. DSO average 54.4 at the end of Q2 2004. Cash applied within 24 hours of receipt.

Supervise - Collection reps for monthly statements, perform monthly account review of collector accounts, prepare monthly Past Due Summary reports for management, reconcile monthly collection agency report, special collections recoveries, bankruptcies, collection agency expenses and manage bad debt accounts. Assist collection staff on problem accounts, time management team-building and organizational skills. Research and reconcile of all advertising allowance deductions, account chargebacks to process charge-off according to contract and company requirements. Assist, train and monitor collectors with all collection/accounting systems issues. Provide department with current Policy and Procedure Manual (according to GAP, SO), training and implementation monitoring. Work directly with Finance and Controllers Office for Sarbanes Oxley Compliance.

Management - Monthly Securitization Report to VP Finance, Department Aging Report Summary to Corporate, Monthly DSO Report, Monthly Special Collections Reports.

Cash Application - Supervise bookkeepers in the daily application of cash received to lockbox, cash management, deposit maintenance, customer service and chargeback administration, credit card processing, and assist bookkeepers with all customer issues for application and system requirements.

1995 - 1997 Sapiens, U.S.A., Inc., Research Triangle Park, North Carolina

Accounting Coordinator - Accounts Payable, Accounts Receivable, Credit / Collections and Sales

1994 - 1996 Kingsley House Bed & Breakfast, Wilmington, North Carolina

Innkeeper / Owner

1989 - 1994 Ronson Consumer Products Corporation, Somerset, New Jersey

Accounting Supervisor - Accounts Receivable, Credit / Collections and Accounts Payable


1999Supervisor Training Course, Durham, North Carolina

Qualex Inc., - 2 day seminar

1997Trust and Teamwork Management Seminar, Durham, North Carolina

Qualex Inc., - 2 day seminar

1995Productivity Point, Durham, North Carolina

Microsoft Word 6.0, Excel 5.0, Windows 95 File Manager - Basic

1994 Raritan Valley Community College, Raritan New Jersey

Accounting I and Accounting II - refresher courses

1986 Dun & Bradstreet Services, East Brunswick, New Jersey

Credit and Collections Seminar

1982 E.E.O.C. Seminar - Secaucus, New Jersey

Toys R Us Management Requirement

1979 Brandywine College of Widner University, Wilmington, Delaware

Associate of Applied Science Degree, Management

SOFTWARE APPLICATIONS: MAS 90 Accounting Software, CARMS Walker A/R Collections Software, EDI Conversion, MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Access, Lotus 1-2-3, Groupwise 5.0, Citrix, Systech, BPCS Mainframe, Seibel, Solomon Accounting Package, Salesforce Account Software, Contract Tracker, Accounting Utilities. Collection Receivable System, Peachtree, Quickbooks, Sharepoint.


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