Customer Service Manager
Resume:
Busile S. Ponalo
Durham, NC *****
********@*****.***
SUMMARY
A dedicated, motivated professional with experience in accounting, forecasting, vendor relations, inventory
control, accounts payable and receivable in medical environments. Strong leadership, financial planning,
analytical, communication and management skills. Able to provide enhanced customer service through
research and problem solving. Strong track record of developing and enhancing reporting, account
reconciliation, Sarbanes Oxley controls, financial and forecasting systems. Experienced in change
management including re-engineering and process improvements. An MBA credited for successfully
implementing smart metrics and successfully utilizing them for managing remote and non-remote employees.
EXPERIENCE
Siemens Medical Solution, Cary, NC 2002 - 2013
Accounting Manager (2007-2013)
• Successfully implemented metrics for tracking productivity and managing a culturally diverse workforce
(remote and non-remote) and also conducting their performance reviews.
• Spear headed goods receipt and invoices posting issue; identified root cause of issue and partnered with
Finance and Management to discuss cause/effect issues. Successfully resolved issue and implemented
changes.
• Credited with implementing processes that reduced customer disputes by 35%.
• Successfully managed the Delegation of Authority (DOA) process resulting in 100% compliance.
• Spear headed the Kaizen project; partnered with cross functional teams for information gathering
resulting in 25% increase in process improvements being implemented.
• Successfully automated the process for following up with the field on missing spare parts resulting in
85% decline in volume of missing parts and lost revenue.
• Compiled & managed direct sales customer surveys, implemented plans to improve productivity and
customer satisfaction resulting in 13% increase in customer satisfaction.
• Documented and maintained Sarbanes Oxley Accounting controls resulting in 100% compliance and
successful audits.
• Successfully conducted field presentations on parts issues at Customer and Engineer meetings.
• Spear headed and implemented a quality Materials Management website in conjunction with department
team input/feedback.
• Spear headed the review and modifications of Customer Terms & Conditions that resulted in clarity and
an increase in customer satisfaction.
Accounting Supervisor (2002-2006)
• Implemented an accounting reconciliation process for tracking debits and credits ratio resulting in 15%
increase in efficiency.
• Spear headed automation of booking credits and debits resulting in 45% increase in efficiency and
accuracy.
• Supervised from 6-8 direct reports with responsibility for both people and process, including hiring,
negotiating wages and conducting their performance reviews.
BASF, Research Triangle Park, NC 2001 – 2001
Buyer
• Analyzing Agriculture purchases for the AP Global Procurement initiative project
• Writing and implementing agreements, contracts and purchase orders for raw materials and finished
good for manufacturing sites using SAP.
• Successfully analyzed purchase orders and negotiation of contracts, payment terms resulting in a win-
win success.
• Implemented a research process for supplier/vendor invoice reconciliation that reduced price and error
discrepancies by 15%.
• Successfully streamlined processing of requisitions, Purchase Orders and f past due open orders and
reduced cycle time from three weeks to one week.
Duke Health System, Durham, NC 1987 - 2001
Financial Management Analyst II (2001)
• Implemented tailored reports for variance analysis that resulted in 15% increase in communication
efficiency with department managers.
• Improved vendor invoice review and accrual preparation resulting in accuracy
• Responsible for month-end close, preparation of statistical reports, financial analysis and account
reconciliation.
• Implemented a program for internal review of balance sheet accounts resulting 15% efficiency,
successful audit reports and reduction of annual audit fees.
Manager of Accounting Data Processing & Accounting (1987-2001)
• Managed cross functional diverse teams of 6 – 15; maintaining inventory stocking levels, managing the
cycle count and annual physical Inventory count, reconciliation & variance analysis.
• Lead meetings to identify root cause of high % of Physical Count Errors; and developed a physical
inventory count and reconciliation and variance analysis program that improved accuracy by 15%.
• Trained employees in the critical cycle count reconciliation process, mentoring for increased parts count
accuracy and 15% reduction in parts outage.
• Implemented a program for internal review of balance sheet accounts resulting in clean audit reports and
reducing annual audit fees by $25,000.
• Restructured the accounting department through cross-training and review of tasks resulting in a staff
reduction of 3 people and annual cost savings of $125,000.
• Resolved an average of $5K per month in vendor overcharges via research & development of an invoice
reconciliation program.
• Managed the Materials Master and Vendor files (goods receipt, issue, invoicing and month end customer
billing).
• Developed the substitute item program saving thousands of dollars in unnecessary parts outages and
monitored stocking levels to ensure availability whilst avoiding excess inventory.
• Instituted a cycle count procedure for medical supplies resulting in reduction of parts outages.
• Selected via a rigorous process to oversee employee training program to provide coverage for trainer.
• Credited with coordinating and facilitating the conversion of 400 vendors from JIT to Stockless Inventory
System resulting in space reduction and cost savings.
• Took the initiative to join the Product Standardization Committee & participated in review and analysis of
parts additions requests from Physicians.
• Implemented an effective substitute item program that reduced parts outage by 25%.
• Successfully facilitated documentation and conversion of inventory tracking process from an in-house
system to SAP R/3.
EDUCATION
Master of Business Administration
Campbell University, Buies Creek, NC
Bachelor of Business Administration
North Carolina Central University, Durham, NC
Graduated Summa cum Laude
Busile Ponalo PAGE TWO
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