Accounting Customer Service

CORTLAND W. NORMAN

*********@*****.*** C: 303-***-**** Lakewood Ranch, FL

ACCOUNTING Finance International Operations Customer Service

EXECUTIVE SUMMARY

Dynamic and innovative senior level corporate executive equipped with 20+years of experience in achieving operational success. Possessing a progressive aptitude for business process mapping, organizational change management, strategic planning, and compliance.

Acting as a major contributor and driver of revenue within various organizations. Skilled in people development, with a passion for conceptualizing strategic direction and developing tactical business plans to stimulate growth.

AREAS OF EXPERTISE

Accounting, Mentoring, Reporting, KPI Management, Integrations, SOPs, Continuous Improvement, Risk Management,

Growth Initiatives, Presentations, Analyzing Data, Global Initiatives, CRM, SLA’s, Logistics, Capital Expenditures

Fast-Paced Environments, Crisis Management, Talent Management, Sales Plans, Communications, Accountability

Multi-site, Global Operations Management, Kaizen Techniques, Project Planning, Pricing, Cost Control Strategies

P&L, Operations Management, Revenue Generation, Supply Chain, Customer Service, Change Management, SS

Training & Development, Strategic Planning, LEAN,, Brand Strategy, Turnaround Strategy

PROFESSIONAL EXPERIENCE

Capgemini

Investments Accounting Controller and Team Manager

2018 - 2019

Integral to the transition and execution of accounting and financial services work for large client to Capgemini's office in Bradenton, FL

Led team of 14 in transitioning the Investments Accounting work from the Client to Capgemini's Bradenton office within nine (9) months and on plan.

Ensured complete documentation of Standard Operating Procedures and promoting the learning and training on all accounting activities, along with the execution of very complex and detailed accounting functions.

Overseer of the Investments Accounting team while securing timely and accurate processing of daily cash and related items.

Expertly completed the monthly closing of the accounting books within four (4) Business Days.

Directed the preparation of Footnotes, Footnote Templates and Schedules that rolled up to the Quarterly and Annual Blue Book filed with the Insurance Regulators.

Collaborated with Human Resources, Third Party recruitment firms, to complete all interviews, selection process and the onboarding of new employees to ensure their initial experience with Capgemini and the Controller's team was positive

Aztec Exchange Corp

SVP Global Operations and Client Management

2016 - 2018

Championed the Global Operations for Fintech firm Aztec Exchange's Invoice Early Payment programs in Europe, Latin America, and North America

Carried out various key strategic initiatives to drive customer and financial growth for the business.

Assembled team to meet Company strategic and commercial objectives through onboarding high volumes of new customers and achieving customer onboarding volume targets

Implemented customer-facing programs to best service their needs

Captured the success and quality metrics agreed with customers and partners that underpinned operational and financial performance

Drove improvements through process development and innovation; collecting and reporting on performance data, actively contributing to performance improvement

Notably onboarded about 500 customers (mainly in Chile), within the first eight (8) months of production, the Operations team

Navigated customers through the process of switching providers by promoting the ease of the technology whereby customers were able to upload invoices for sale with only three (3) clicks utilizing Aztec's proprietary software

Re-Source America, LLC

Managing Director

2014 - 2016

Leveraged deep experience in serving the needs of businesses to drive successful planning and execution of shared service delivery models; service level and performance metric reporting and related process improvement and efficiency initiatives; as well as sustainable employee engagement and development programs

For our largest client, a $600 million annual revenue Medical Device corporation, we were able to make very positive changes to their Accounting Close practice whereby an unstructured monthly accounting close process that would take 15 to 20 Business Days was systematically whittled down to an efficient four (4) Business Day process

Developing a formal Accounting Close schedule, documentation of Standard Operating Procedures, changing the timing on all Close activities and having the team gain a deeper understanding and appreciation for the impact they have on the business

Internal customers, who routinely would receive their monthly financial data mid-month, are now receiving first pass data on Business Day 2 and final financials on Business Day 4

Accelerated Close schedule has allowed the Controller's division to become a partner to the business, whereby they are able to provide deeper and more meaningful analysis along with the financial data

Western Union/First Data Corporation

Senior Vice President, Regional Operating Centers (ROC), Costa Rica/Lithuania

2012 – 2014

Vice President, ROCs, United States, Costa Rica/Lithuania

2007 – 2012

Vice President, Accounting, United States

2006 - 2007

Vice President, Finance, United States 2004 - 2006

Vice President, Financial Operations and Six Sigma

1997 - 2004

Escalating Roles in Internal Audit, Accounting, And Operations

1989 - 1997

Oversaw a budget of $2B, supporting CIO's P&L leadership, focusing on reducing cost structure and exploring new investment possibilities, controlling $2B budget planning and spend during restructuring

Transitioned 500+ employees in Global Settlement Accounting/Operations, Accounts Payable, and Procurement, during corporate reorganization with no disruption to customer and agent networks

Set up all AP and procurement processes and system applications for the new Western Union, ensuring a $3B buying power after restructuring was maintained for ongoing savings

Ensured no interruption in daily $250 million financial settlement with agent network

Led team of 20 professionals in partnering with Chief Information and Technology Offices to drive significant cost reductions through purchase/upgrade of FDC company systems and applications

Transitioned back-office processing from high-cost to low-cost centers driving operational cost savings by $90M-$100M cumulatively and sustaining an annual 10% agent base increase and 3-4% revenue growth, while controlling an annual combined $50 million operating center budget

Led and directed integration of Procure-to-Pay and Financial Settlement systems and processes for acquired businesses

Owned change management process and results, aligning new offshored operations with existing corporate core values and priorities, ensuring "customer first" focus was reinforced at every stage of business start-up and job transition

Developed and executed operational models which ensured business continuity and mitigated customer service interruptions in offshored facilities

Created and implemented detailed processes and procedures, documenting and refining practices during local training; new employees quickly acclimated to roles with step-by-step direction

Communicated constantly, progressing dialog with 6 direct reports and more than 2,000 employees across two new global centers to achieve operational and customer services goals

opportunity, economic development and business growth

Built in-country partnering relationships in Lithuania and Costa Rica to secure office locations and staff to meet start-up timing and operating center build-out requirements and objectives

Committed to local community development and corporate social responsibility, establishing and funding a new Western Union Foundation in Lithuania

Raised approximately $200k, through employee contributions and corporate matching, and completed 5 disbursements of $125k

Served as one of 3 directors, owning accountability and support to the Foundations' educational opportunity, economic development, and financial inclusion initiatives and generating funding for disbursement

EDUCATION & TRAINING

University of Iowa Iowa City, Iowa

BBA in Accounting

CPA Certification

PROFESSIONAL DEVELOPMENT

Executive Mentoring/Coaching, Western Union

Executive Leadership Programs, Wharton Business School

Six Sigma Training, TBM Consulting Group

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