Customer Service Manager

NICOLE L. MARTIN

** ******* *** • Newark NJ ***** • 973-***-****

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

Career Profile:

• Over 10 years of management experience.

• Ability to motivate others at all levels in the achievement of the organizational goals.

• Excellent analytical, problem solving, decision-making and communication skills.

• Excellent communication, interpersonal and customer service skills

• Manages time effectively and adapts quickly to changing priorities.

• Has a knack for business process improvement & cost saving measures.

Professional Experience:

Data Transformation, Silver Spring, MD

Business Analyst 2010-Present

I'm the collections subject matter expert for a software development company. I am the bridge

between management, IT and the customer in addition to providing level 2 help desk support.

• Assists with the software design and legal logic from a debt collector’s viewpoint.

• Developed training material, conducts training and demos for new customers.

• Manage all post-sales activity for customers through strong relationship building, product

knowledge, planning and execution.

• Acts as single point of contact for all support requirements as they pertain to the assigned

customers' environment.

• Ensures effective ownership, communication and facilitation of support service activities

between the customer and support teams, product management and account teams.

• Increase customer retention by conducting regular check-in calls for tactical items, and

perform quarterly health checks for strategic reviews.

• Acts as a liaison between customer support, sales & the software development to ensure that

deadlines are met and we are prioritizing projects in order to meet our client’s needs.

Wrightway Investments, Kensington, MD

Credit & Collections Manager 2008-2010

Managed the Credit & Collections operations at our home office, including the staffing, training

and call center operations in the Philippines.

• Implemented changes to ensure the department was operating more efficiently and

reduced unnecessary company spending.

• Established, reviewed and amended policies and procedures to ensure maximum

collections.

• Analyzed credit reports and applied credit limits for consumer loans.

• Handled escalated accounts, posted cash payments and performed account

reconciliations.

• Responsible for filing bankruptcy claims, processing wage garnishments and worked

closely with attorneys to initiate legal proceedings.

• Charged off un-collectable debt, was the liaison to third party collection agencies and

also arranged the selling of debt.

NICOLE L. MARTIN

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Mid Atlantic Processing, Owings Mills, MD

Article I. Collections Manager

2002-2007

Responsible for the operations of the Collections & Customer Service departments in a highly

visible role reporting to the company’s CFO. M aintained key departmental metrics, individual &

group accountability in addition to providing direction in order to achieve company goals.

• Maintain budget and cost tracking mechanisms.

• Ensured the highest level of customer satisfaction for all customers.

• Achieved financial results consistent with planned goals and objectives.

• Managed the outsourcing of accounts, settlements, charge-backs and write offs.

• Provided cash flow analysis, general ledger maintenance, bank reconciliations, cash

application and month end reporting.

• Managed all daily ACH transactions, ensuring compliance with NACHA rules &

regulations

• Prepared monthly collection activity, delinquency projections and quality control

analysis.

• Personally oversaw collections of high dollar delinquent checks and all commercial

leases.

• Approved merchants high guarantee limits, and credit scoring for all incoming leases.

• Responsible for building client relationships and acquiring new business.

• Analyzed departmental functions to implement new guidelines, policies and procedures

CMA – CGM America, Secaucus, NJ

Article II. Financial Analyst/Collections Manager

2001-2002

• Supervised a team of 6 collectors for an importing / exporting company.

• Monitored collection rates, analyzed monthly aging reports.

• Prepared files to be outsourced and authorized invoices to be written off.

• Audited invoices to ensure items were being billed properly for demurrage and detention

time.

GAF Materials Corporation, Wayne, NJ

Unauthorized Deductions Specialist /Collections Supervisor 2000-2001

• Reduced outstanding deductions account from $2 million to $800,000

Article III. Prepared worksheets to analyze and track deductions.

• Resolved billing disputes and issued credits to clear customer accounts

• Implemented procedures to effectively reduce charge-backs.

• Visited clients to effectively negotiate billing and payable procedures.

Article IV.

Education:

University of Maryland University College

• BS in Business Administration

• Master of Business Administration (In Progress/ 2015 graduation)

Programs:

Microsoft Office, Great Plains, Oracle Financial Systems, CRM, SQL

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