Credit Management. Accounts Receivable and Customer Service
Results driven professional, specializing in Credit, Accounts Receivable and Customer Service. Recognized for commitment to exceeding both internal and external customers expectations, by implementing performance improvements and conquering challenges to drive business forward. Exceptional ability to inspire and elicit the best qualities of my teams.
●Performance Management Conflict resolution
●Credit and Collections
Drive DeVilbiss HealthCare / Port Washington, NY / November 2012 – December 2017
Customer Service and Financial Support Management
Managed Customer Service, Deductions in US, Canada and India, encompassing the management of 9 Customer Service Managers/84 staff members.
●Responsible for call center and deductions team.
●Established process improvements based on call volume activity and customer service metrics.
●Reduced over 120 days for deductions from 58% to 20% within six months, by identifying unapplied remittances, as well as a full review of all existing contracts and partnering with brokers.
●Generated chargeback ageing reports for deductions team and sales management.
●Created employee engagement initiatives and performance milestones for the development of employees.
●Improved communication and working relationship between the retail sales team and deductions, by involving Executive VPs in key decisions and adopting an on-boarding process for all new retail business. Conducted quarterly meetings with Executive VPs and Retail Business team to review outstanding deductions.
●Ensured timely turnover by reviewing and approving all valid adjustments.
●Worked closely with other departments within the company to ensure proper handling of customer service issues.
●Accountable for ensuring operating systems, training and development of staff activities as part of 4 company acquisitions.
●Established hiring guidelines and counseled for improvement in performance
Southern Wine & Spirits of New York, Inc/ Syosset, NY / February 2006 – November 2012
Manager, Credit & Customer Service
Successfully recruited, trained and cross-trained over 50 customer service representatives, which improved relationships with both customers and sales.
●Managed 2 Accounts Receivable supervisors, as well as coached and cross-trained customer service representatives on all A/R and Credit functions to support sales teams and customers.
●Monitored the daily activities of 50 customer support representatives.
DEBORAH HYNSON-VITALE (Page 2)
●Managed work flow to meet or exceed quality service goals.
●Facilitated inter-departmental communication to effectively provide customer support.
●Interviewed, hired and trained customer service representatives.
●Identified individual development needs with appropriate training.
●Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. Established a collection process, by working with IT, to customize reports.
●Established a process for reporting delinquent accounts to The State Liquor Authority (SLA), as well as providing reports to General Sales Management.
●Enforced SLA rules and regulations.
●Set up Fintech for both electronic billing and payments. As well as pay by phone options for customers to reduce the number of reportable invoices.
●Evaluate credit reports and assess credit limits for all new and existing customers.
●Established Accounts Receivable/Credit Policies and procedures.
●Ensure proper and timely release of all orders.
●Evaluates the performance for all department employees, including disciplinary action when required.
Coca-Cola Bottling Company of NY, Inc. / Coca-Cola Enterprises Inc. / Hawthorne, NY / 1981 – 2005
Credit Manager (2001 to June 2005)
●Achieved and maintained Corporate targets for 30-day DSO, Currency and Bad Debt.
●Developed a process for minimizing delinquent accounts, by generating and distributing bi-monthly reports.
●Managed and coached eight collectors and three scanning clerks.
●Built positive customer-sales-credit relationships, throughout ten sales facilities.
●Produced and provided status reports as needed, to Sales Management and Executive Management.
●Provided guidance, coaching, motivation and development opportunities for staff.
●Responsible for directing the A/R cash application and support teams.
●Regularly report to senior management all issues, which negatively impact the A/R team.
●Worked with sales management to establish and monitor credit for "marginal risk" accounts.
●Successfully obtained and managed security deposits for “high risk” accounts.
●Performed maintenance on various databases for accurate reporting.
●Oversaw and assist in the balancing of the Trade Accounts Receivable Sub-Ledger to the General Ledger to insure the integrity of the Accounts Receivable System.
Accounts Receivable / Credit Supervisor (1999 to 2001)
●Managed special projects, such as EDI, Imaging, and program upgrades and disaster recoveries.
●Supervised daily collections receivables.
●Evaluated all new accounts for credit and assigned risk class codes to managed "marginal risk" accounts.
●Managed all collection accounts and communication from agencies.
●Created report queries for CCE’s master library.
●Prepared and posted entries to the General Ledger.
Held Supervisory and Administrative Positions Throughout the Coca-Cola organization (1981 – 1999)
LaGuardia Community College, Long Island City, NY
Associates Degree - Business Management
Ronkonkoma, New York 11779