Sales Manager

THERESA LILAND

Palm Beach Gardens, FL ***** 561-***-**** *********@*****.***

ACCOUNT RECEIVABLE/Payable CREDIT / COLLECTIONS CUSTOMER CARE CUSTOMER FINANCIAL SERVICES / ADMINISTRATION PROJECT MANAGEMENT BUDGET CONTROL PROCESS OPTIMIZATION REGULATORY COMPLIANCE ACCOUNTS RECEIVABLE DATA MANAGEMENT ACCOUNT MANAGEMENT CLIENT NEEDS ANALYSIS / ASSESSMENT TRENDS TRACKING TEAM BUILDING TRAINING / DEVELOPMENT STRATEGIC PLANNING ESCALATIONS CONFLICT RESOLUTION

Highly Accomplished Six Sigma Green Belt who specializes in driving multimillion-dollar Accounts Receivable, credit / collections, customer care, and field service initiatives while gaining buy-in among teams to promote unified objectives and incredible goal achievement. Influential Strategist who makes profit-focused sales, project, administrative, and operational decisions to reflect positively on corporate well-being and consistently align with a progressive company’s mission, vision, and value. Engaging Communicator who builds beneficial relationships among executives, business teams, and clients / customers; who thrives in rapidly evolving scenarios to exceed expectations and deliver substantial results; and who leads peers by example and with ethics and integrity.

Career Highlights Include:

Reducing Accounts Receivable DSO by 30% while significantly increasing sales volume.

Decreasing accounts receivable write-offs to less than 1% of overall sales.

Responsible for billing, credits and cash application to our customers.

Provided daily sales and accounts receivable reports to CFO.

Exhibiting strong conflict resolution, critical thinking, and attention to detail.

Continually serving as a “go-to” change agent to resolve complex customer issues.

Reducing Accounts Receivable all month-end closings by 2 days in sales and accounts receivable reporting.

Receiving Six Sigma Green Belt and driving a top-quality invoicing improvement program including warranty and advertising solutions.

Offering a solid record of success in revenue recovery, cost reduction, and process enhancement.

PROFESSIONAL SYNOPSIS

DEXYP (F/K/A YP HOLDINGS, LLC), WEST PALM BEACH, FL (2008– 2019)

Accounting Professional

Efficiently managed Accounts Receivable for all delinquent and credit queries in my area. Served as primary management resource for collections escalations as point of escalation from ICS of high-value accounts that are delinquent or at-risk. Expeditiously resolved customer inquiries regarding product, billing, claims, and payment processing. Processed daily payments to customer’s account. Provided credit adjustments to customers account for dispute resolution. Built and sustained customer relationships while providing data and feedback for continuous improvement. Collected data from my team in providing daily and weekly reporting for Accounts Receivable to Management for High Risk Accounts.

Capitalized on the opportunity to lead forward-thinking field services initiatives to optimize CXO mission at the local level, including serving as the designated contact linking sales and CXO to improve customer satisfaction and financial metrics via dynamic customer lifecycle management at the market level. Promoted the proactive delivery of high-quality products on-time while readily engaging with sales representatives and managers. Ensured profitable growth and retention while driving strategies to retain at-risk customers.

Key Accomplishments

Performed critical Accounts Receivable collections on escalated high-value, non-pay accounts.

Performed Account Reconciliations- Made billing adjustments when needed to resolve billing issues.

Processed payments for customers by ACH, wires, checks and credit card transactions to customer accounts.

Reduced volume of service work handled by sales representatives and managers.

Improved processes and corrective actions by understanding root causes of Accounts Receivable delinquencies.

DEXYP (F/K/A YP HOLDINGS, LLC), DEERFIELD BEACH, FL (CONTINUED)

Manager – Credit & Collections/ Accounts Receivable

DexYP (f/k/a YP Holdings, LLC) (2008 – 2019) YP Holdings, LLC (f/k/a Yellow Pages – AT&T) (2008 – 2012) Leveraged broad scope of industry knowledge toward training, mentoring, and managing a top performing team of exempt and / or skilled non-exempt employees in handling 1,300+ customer accounts for the collection of $14 million in bad debt. Planned and prioritized workflow by judiciously selecting key methods, techniques, and evaluation criteria to obtain results. Managed bad debt for directory advertisers. Compiled and disseminated detailed credit reports to General Managers and sales and collections teams. Continually supported customers with alternative options in payoffs and payment plans to meet targeted credit guidelines. Provided account reconciliations to customers. Led process change of ownerships and advanced payments for customers. Promptly assisted customers with customer service claims resolution.

Key Accomplishments

Noted as a “Nationwide Top Contributor” for Accounts Receivable collections in 2013.

Honored for job excellence with 2011 and 2012’s “Key Contributor Award” for Accounts Receivable/Collections.

Actively attended mediations and testified in court hearings for customer collections.

Supported 2 General Managers and 50+ sales representatives within this $456-million company.

Experience Includes: SIEMENS HEARING INSTRUMENTS, INC., PISCATAWAY, NJ (1979-2004)

Director – Customer Financial Services (Accounts Receivable) & Administration

Played a vital role in supporting accounts receivable systems for multiple U.S.- and Canada-based subsidiaries ranging in size from $10 million to $175 million for this $270-million medical device manufacturer group. Recruited, trained, mentored, managed, and evaluated a 10+ member team in Accounts Receivable, Credit, Collections, and Internal Reporting areas. Implemented all credit and collection policies.

Expertly structured and tracked reporting for sales / marketing programs, product pricing, sales commissions, customer promotions, and competitive contracts. Led all facets of department compliance and corporate policies. Handled reporting analysis of accounts receivable, aging of accounts to determine overdue accounts, and collection procedures. Developed presentations for executives and sales teams. Provided legal documentation to attorneys and attended mediations. Testified in court regarding collections.

Key Accomplishments

Successfully managed 10,000+ active customer accounts.

Cost-effectively developed budgets and managed monthly expenses.

Recognized as the “go-to” project manager liaison between sales, marketing, and IT.

Led one of the top improvement programs in customer invoicing for global implementation.

Project-managed the customization and implementation of a new accounts receivable system.

Served as key Chairperson for National Association of Credit Management in the hearing industry.

EDUCATION, PROFESSIONAL DEVELOPMENT & TECHNICAL SUMMARY

Undergraduate Studies MIDDLESEX COUNTY COLLEGE /Accounting

Six Sigma Green Belt Certified Priority Management Training Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook) BAAN National Association of Credit Management (NACM) Salesforce CRM Systems

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