Customer Service Manager
Resume:
JAMES M. BAXTER, MBA
Plainsboro, New Jersey 08536 ***********@*******.***
SENIOR FINANCIAL ANALYST
Professional forecaster and data analyst with strong communication and
analytical skills qualified by a track record of insightful analyses with
20+ years of experience in finance, marketing, and customer service.
Proven success in formulating accurate and detailed projections using
forecast modeling techniques and other quantitative analytical methods.
Performs all functions with a passion for both integrity and accuracy.
Expertise in the following areas:
Forecasting Data Analysis Business Planning
Variance Analysis Financial Reporting Budgeting
Accounts Receivable Bad Debt Provisioning Statistical Analysis
PROFESSIONAL EXPERIENCE
AVAYA, INC. October 2010 to present
Finance Manager - Avaya Operations Services Finance, Basking Ridge, NJ
(2013 to present )
Manages P&L statements for six Assets on Books (AoB) programs which
encompass revenue, cost, capital, and headcount spend and provides
financial support to the program / account teams. Ensures all data actuals
are recorded correctly, in the correct accounting period, and in accordance
with applicable accounting policy and contractual arrangements. Provides
the monthly forecasts for revenue, capital, and expense for all assigned
programs. Performs detailed monthly variance analysis for view over view
and quarter over quarter changes. Facilitates and leads monthly meetings
with respective account teams to facilitate discussions relevant to the
programs supported. Manages vendor spend across the entire organization
including development of monthly forecasts, variance analysis of latest
forecast to annual Plan, and upload of forecast into Hyperion database.
Finance Manager - Financial Planning and Analysis, Basking Ridge, NJ (2010
- 2013)
As the Finance Business Partner to the Vice President - Order Entry,
Fulfillment, and Collections, provided this Global organization with
dedicated support in all matters concerning Accounts Receivable. Prepared
a monthly projection of past due AR by Region by aging category. Forecast
monthly bad debt expense by Region using estimated changes in the Bad Debt
reserves coupled with expected account write-offs. Produced a weekly
presentation deck for Senior Executives summarizing the key metrics
impacting the operational collection of cash.
. Researched and designed an improvement to the statistical sampling
study used to calculate the quarterly billing adjustment "tail" which
reduced the reserve account by $3.0M.
. Achieved an additional $5.0M reduction in the billing adjustment
reserve through the use of an alternative statistic that provided an
improved measure of central tendency for the population. Summarized the
results based on an analysis of the sample distribution and associated
statistics, achieving approval from key Finance stakeholders including the
Corporate Controller and Auditors.
. Developed a methodology to forecast quarterly cash collections using
macro level assumptions of revenue, monthly change in deferred revenue,
and associated taxes. Resulting model used to set quarterly target for
operational cash collection with over 98% accuracy over the last five
quarters.
. Reduced Risky AR reserve by over $1.5M through partnership with US
Collection center.
James M. Baxter Page 2
SPRINT PREPAID GROUP March 2010 to September 2010
Demand Forecasting Analyst - Supply Chain Planning and Operations, Warren,
NJ
Provided Demand Planning support for the indirect sales channel consisting
of over 20 Master Agents selling Boost Mobile and Virgin Mobile cellular
handsets.
VERIZON COMMUNICATIONS 2000 to 2009
Senior Consultant - Financial Planning and Analysis, Piscataway, NJ (2004
to 2009)
Forecast product revenue and customer demand using quantitative methods in
support of Verizon Business's annual commitment budget, business planning,
and monthly management review activities. Reported and analyzed monthly
revenue, usage, and demand variances. Communicated monthly / quarterly /
annual revenue trends and performance drivers with peer teams and product
management
executives. Developed "best view" forecasts, monthly "rolling" forecasts,
and other "ad hoc" explanatory analyses outside of normal budget cycles to
address various issues concerning the executive management team.
. Consistently achieved 0.1% forecast accuracy for the Core Voice
product line worth over $5B annually through the use of multivariate
statistical models.
. Designed multi-level exponential smoothing models to produce a
monthly revenue forecast of 90+ lower level products across 28 geographic
regions.
. Developed and produced monthly revenue variance reports displaying
history and forecasts of the Local, Long Distance, and Conferencing
product categories. Reports included a detailed quantification of the
impact of volumes, rates, and business days on a month to month, year over
year, and actual to forecast basis.
Manager - Receivables Management, Philadelphia, PA (2000 to 2004)
Led a team of 6 Specialists in the development and production of 30+
monthly operational and financial reports, including detailed variance
analyses of all key metrics.
. Attained a 25% improvement in forecast accuracy through a complete
overhaul of the forecasting process for monthly uncollectible expense.
. Formulated a monthly forecast of force and capacity for both
management and associates using quantitative models for 25 distinct call
centers covering the entire Northeast and Mid-Atlantic regions.
COMPUTER SKILLS
Microsoft Office Suite: MS Word / Excel / PowerPoint / Outlook / Access,
Forecast Pro, Lotus Notes, PeopleSoft, SAP, Hyperion / Essbase
EDUCATION
St. John's University, Jamaica, NY
Masters of Business Administration
With High Honors - Major: Quantitative Analysis
State University of New York at Albany, Albany, NY
Bachelors of Arts
With Honors - Major: Psychology
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