Customer Service Manager

KIMBERLY GRESHAM ***** Ridge Chase Court Bowie, MD 20715 301-***-****

*********@*******.*** linkedin.com/kimberly-gresham

SENIOR OPERATIONS LEADER

FINANCE BUSINESS MARKETING CUSTOMER SERVICE

Builds infrastructure that champions people, process and systems enhancements key to revenue growth and

expansion

Experienced leader with a track record of success and a bias for action. Builds infrastructure that champions

people, process and system enhancements key to portfolio management success, revenue growth and

expansion.

Blends financial stewardship, strategic insight, communications, training and analytic acumen to institute

KPIs, SLAs and benchmarks, and to facilitate Financial Planning and Analysis (FP&A) in alignment with

enterprise goals.

Collaborates with IT and Sales to lead programs, spearhead metrics-driven efficiencies, quality control and

technology enhancements that make business vision a reality, reduce costs, increase process efficiencies and

customer satisfaction.

Revitalizes teams; guides startups and large corporations representing diverse industries with commercial

and Federal/State government customers through periods of transition and exponential growth.

AREAS OF OPERATIONS LEADERSHIP EXPERTISE

Change Management Cost Control Financial Planning & Analysis QA & Improvement SOX Provisioning

Financial Reporting Real Estate Planning Program Management Contract Management/Negotiations Budgeting

Technology Implementations Product Development Forecasting P&L Management Billing Credit & Collections

CAREER OVERVIEW

NIELSEN AUDIO (Formerly Arbitron, Inc.) 2007–Present

Director of Customer Financial Operations (2011–Present)

Director of Billing, Contract Operations, Customer Resolutions, Business Ops & Analysis (2007–2011)

KIMBERLY GRESHAM *********@*******.*** 410-***-**** Page 2

*********@*******.*** linkedin.com/kimberly-gresham

Promoted to positions with increased leadership and financial operations scope; transformed business units into a world-

class organization conducting analysis, reporting, training and communications as a key enterprise partner.

Managed financial planning, budgeting, reporting and productivity functions with business unit leaders, billing,

contract negotiations/administration, credit and collections, A/R, revenue recognitions and monthly close.

Revitalized relationship with Sales that ensured a partnership role throughout contract negotiations key to 2%

increase of $450M revenue stream and 98% contract renewal rate annually.

Collaborated with IT to make business goals a reality: oversaw $400M in new product implementation and delivery

of 35 system enhancements that increased productivity within PeopleSoft and Online Authorization System (OLA).

Instituted processes efficiencies, SLAs and KPIs that increased revenue generation quality 24%, reduced trade A/R

60%, overall A/R 32% YOY, DSO from 60 to 39 and ENR by 200% in just seven months.

Created a motivated “client first” culture viewed as gold standard company-wide; led cross-functional teams that

maximized revenue recognition opportunities and augmented profit totals.

Built unique team of trainer/analysts that created and facilitated 40+ new professional development, product

knowledge and team cohesiveness training modules.

Recipient of two coveted Value in Action Awards reserved for Top 1% of company.

SUNROCKET, INC., Director, Marketing Operations and Financial Analysis & Reporting 2004–2007

Established foundation for sales, customer retention and revenue processes, procedures and performance metrics as

employee #21 of 187 for this VoIP telecom startup; built infrastructure that supported customer growth from zero to 110K.

Created marketing and customer service expense budgets totaling $72M. Led marketing analysis and performance

improvement initiatives that drove cost efficiencies and identified revenue opportunities.

Liaised with cross-organizational leadership to analyze and correct expense inaccuracies, evaluate acquisitions and

campaign sales performances to minimize costs, grow revenues and capture new business.

MCI TELECOMMUNICATIONS 1995–2004

Senior Manager of Marketing and Finance Operations (1998–2004)

Finance Program Manager (1995–1998)

Drove creation of scalable systems that supported exponential growth to become #2 Telecom leader in the U.S. with 5.1M

sales orders annually and 3.8M customers.

Led team of 12 PMs, program, system and reporting analysts that oversaw auditing; ensured proper transaction and

performance reporting; identified and corrected production issues.

Earned three Circle of Excellence awards reserved for top % of company.

As matrixed project manager of 75+, liaised between Marketing Ops and IT to lead development, implementation and

training for systems and strategies that supported new products and marketing initiatives launched nationwide.

ADDITIONAL EXPERIENCE

KIMBERLY GRESHAM 301-***-**** *********@*******.*** Page 2

XEROX CORPORATION

Customer Service Billing Manager

Received uncommon fast-track promotion; led team that achieved 6% customer satisfaction increase across $1.1M

Federal/State government and commercial client portfolio attributable to performance metrics institution and adherence.

Regional Financial Planning and Analysis Manager

Reduced inefficient space utilization with innovative virtual workplace initiative that saved $3.8M and achieved cost

reduction 12% below budget; coordinated financial control processes; established property quality and design standards.

EDUCATION

M.B.A., Finance, George Washington University

B.S., Finance, Virginia Polytechnic Institute & State University

PERSONAL PURSUITS

PG Storm Youth Sports Organization, Strategic Board, 2008–2014

Appointed by President to serve as member of this select team of five; manage annual field/facility acquisition;

introduced processes supporting strategy for growth that doubled youth membership.

Top of Form

Bottom of Form

Contact this candidate