Customer Service Manager

Mary A. Mul

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

Ramsey, NJ *****

551-***-**** mobile

********.**@*****.***

Summary

Total client satisfaction is my trademark! A highly energetic, results-

oriented and resourceful leader, with a proven track record of results.

Innovative problem solver with the ability to resolve issues in an

efficient and effective manner. Strong analytical abilities resulting in

improved operational efficiencies. Skilled negotiator.

Areas of Expertise

. Client Relationship /Account Management

. Operations Management

. Reporting, Invoicing and Data Analysis

. Leasing - Lease Term, Credit and Collections

. Collection Negotiation Services

. Marketing and Advertising

. Licensed NJ Real Estate Salesperson

. Technology Support

. Workers' Compensation

. Proficient in Microsoft Word, Excel and Powerpoint

Experience

Absolute Data Processing. Inc. - El Paso, TX 2007-

Present

Operations Manager - Workers' Compensation Prescription Benefit Management

Manage daily Operations in Workers' Compensation Prescription Benefit

Management Division. Identify and implement various performance and

compliance improvements. Customer Relationship Management through daily

communications, Monthly, Quarterly and Annual Reporting, and Monitoring and

Investigating Outstanding Receivables.

. Oversee and manage daily operations, employee relations and customer

support

. Work with senior teams to grow the businesses formulating strategies

and plans

. Lead and manage account receivables/payables

. Cash management on an ongoing basis

. Generate and Manage Regular Invoice Cycle

. Formulation of monthly, quarterly and annual reporting

. Review of accounts and investigation of variances and setting recovery

plans

Citigroup, Inc. - Mahwah, NJ 2005-

2007

Senior Operations Supervisor

Manage a team of Client Service Specialists in all aspects of Leasing and

Financing solutions support. Identify and implement various performance

and compliance improvements. Streamline operations process workflows.

Improve productivity and monitor performance improvement metrics.

. 2006 Operations Excellence Award Winner

. Assist with the hiring, training, and development of client service

representatives

. Conduct performance appraisals of the development needs and

accomplishments of each employee

. Assist in budgeting and capacity planning for the client service

department

. Review and implement process performance improvements to enhance

client experiences

. Monitor, improve, and perform audit testing to ensure conformance with

corporate compliance standards

. Review and approve fee waivers, check vouchers, and financial

adjustments

. Monitor, prepare, and present all performance metrics for the client

service department

CCH Commercial Receivables Management, Inc. - Armonk, NY 2001-

2005

Account Manager

Successfully managed the client relationship for CCH's biggest account,

Verizon Directories with accounts totaling over $40 million. Negotiated

terms for client relationship agreements resulting in maximized commission

rates for CCH. Additional day- to- day responsibility for over $8 million

in various client accounts including Electrolux, Hoboken Floors, US Foods,

Sysco, Local Pages, and Sovereign Bank realizing a stellar collection

return of over 50%.

. Acquired new clients to increase collection revenues, positively

impacting CCH's bottom-line

. Skilled negotiator with the ability to maximize collection returns

. Administered the legal collection process, including suit filings for

accounts over $10,000 and larger, such as AIMA Agency with over $1.8

million in potential recovery dollars for client

. Managed client accounts by efficiently and effectively responding to

collection status, auditing/reporting, and legal matters

. Interacted with collectors on individual claims to ensure that

reporting requirements are met and payment plans/settlement agreements

are within acceptable client guidelines

. Administered training programs for new Collectors and other Account

Managers

Network Support Administrator

Effectively managed all systems and operations for various CCH business

functions.

. Hiring and firing responsibility for all network contractors

. Maintained and supported operating systems, application software, and

hardware including network, workstations, phone, e-mail, and fax

systems

. Performed programming for Avaya phone system and call management

reporting systems

. Managed equipment repairs and performed system upgrades and training

when necessary

. Ensured efficient utilization of equipment and resources while

providing for safe-keeping of equipment and supplies

. Performed system back up and recovery functions

Outsourcing Department Manager

Directed an organization of Account Representatives in the collection of

accounts receivables over 30 days due. Insured quality, while maximizing

the volume of collection calls, resulting in increased CCH revenues.

. Supervised 10 Account Representatives in the collection of overdue

receivables

. Hiring and firing responsibility

. Invoicing, billing and reporting for Verizon and Thomas Publishing

Absolute Data Processing. Inc. - El Paso, TX 1998-

2001

Business Development Consultant

Instrumental in the launch of this startup business, which handles

processing of online prescription orders for Worker's Compensation

programs.

. Developed the daily operations model for this new business venture

. Responsible for the initial hiring of key employees

Third Party Solutions, LLC. - Memphis, TN 1993-

1998

Marketing Director

Directed all marketing and advertising efforts for the largest provider of

Workers' Compensation programs in the United States.

. Marketed company services to pharmacies and insurance companies

. Developed cross-channel Marketing and Advertising campaigns

. Coordinated efforts with pharmacies and software providers to bring

new pharmacies online

. Negotiated contracts for the inclusion of new pharmacies in the online

service

. Organized and presented at company trade show presentations

. Directed the new employee orientation program

. Organized company volunteer activities and employee motivational

events

Customer Service Helpdesk Manager

Managed all customer care interactions.

. Supervised the Customer Service Operations Department with 10

employees

. Supported pharmacists in the successful completion and transmission of

online claims

. Researched and resolved transmission and other customer issues to

ensure complete client satisfaction

The Freiden Company - Memphis, TN 1991-1993

Customer Service/Inventory Control

Handled all aspects of customer service, inventory control and fulfillment

for this global wholesale jewelry distributor.

. Handled customer credits, merchandise orders and returns

. Maintained inventory of company merchandise

. Coordinated trade show presentations of company merchandise

. Processed daily customer order fulfillment and shipping

DeSoto Sunrise Homes, Inc. - Hernando, MS 1989-

1991

Office Assistant

Provided a variety of services for this non-profit agency that assists

children and adolescents to become emotionally healthy, productive members

of society.

. Coordinated all Public Relations activities

. Interviewed applicants for volunteer work

. Organized and implemented various marketing campaigns

Education

Northwest Community College, 1987

Senatobia, MS

Organizations and Affiliations

Absolute Data Processing, Inc. Board Member - 1997-

2013

United Cerebral Palsy, Memphis, TN Board Member - 1997

References

Available upon request.

Contact this candidate