Manager Management
Resume:
Tonia Keefer
***** **** ***** *****, **********, MI 48076
*****.******@*****.***
BACKGROUND SUMMARY
Over 6 years of diversified experience in financial services industry
specializing in quality control/audit management business and currently in
accounts receivable. Demonstrate strong competency in collaboration and
problem solving. Versatile and entrepreneurial business manager with hand-
on experience in business process improvement, project management,
analysis, regulatory compliance, departmental operations and personnel
management as evidenced by the following accomplishments.
. Worked full time while simultaneously going to college for 8 years in
a variety of areas to finance 100% of all educational expenses.
. Increased new client acquisition by 10% for a growing dental practice
by proactively implementing a targeted marketing campaign. Utilized
previous ad management experience, cold calling and mass mail
campaigns to acquire new clients on a monthly basis.
. Managed and reorganized business processes for one of the largest and
well established mortgage audit firms in the US which resulted in zero
attrition in customer based and a reduction in internal costs.
. Currently managing CFS Accounts Receivable department for one of the
world's largest manufacturers of brand-name products for the home
improvement and new home construction markets.
WORK EXPERIENCE
Masco Cabinetry 05/13-Present
Ann Arbor, MI
Supervisor, Customer Financial Services - Responsible for analyzing and
managing customer credit risk for new and existing customers. Monitor
collection metrics for Dealer/Retail CFS representatives to minimize bad
debt exposure. Build relationships with customers, field sales,
management, and customer care. Currently managing CFS team composed of 12
representatives.
. Determine customer risk using financial and commercial analysis and
establish appropriate customer credit limits taking into consideration
customer risk and commercial trade credit information.
. Manage project flow and assure that all the stages are executed in
timely manner
. Manage constant reduction of bad debt exposure by re-evaluating and
implementing appropriate procedures
. Evaluating and re-designing employee scorecards and production
workbooks to ensure efficient production results
. Responsible for month end activities including reporting and cash
reconciliation
. Responsible for interviewing, training and coaching new and current
employees.
Wetzel Trott, Inc.
08/05 - 05/13
Farmington Hills, MI
Supervisor of Reverifications and Prefunding - Responsible for the
management of the Loan Verification, Fraud/Risk Analysis and Record
Retention departments for an industry leading Financial Services quality
control and audit company. Currently managing a staff composed of12 quality
control verifications specialists that must adhere to Fannie Mae, Freddie
Mac, HUD, VA and private investor compliance guidelines.
. Proactively managed customer expectations for timely and accurate
delivery of audit services, customer dispute resolution while
simultaneously staying within expected budgetary constraints. Have
maintained and managed to high standard with a success rate of 0%
customer attrition in the past 3 years.
. Redefined, automated and streamlined the business and operational
processes for loan verification department which resulted in cost
savings of $50,000 per year.
. Identified and evaluated production criteria for result processing
department to reach set goals and eliminate back log. Created quality
evaluation system and scorecards across departments. Proposed employee
recognition program based on the performance results.
. Have consistently managed to meet and exceed all production quotas for
outbound verifications the last 3 years, averaging approximately 500
cases per week.
. Responsible for recruiting, interviewing, hiring, coaching, training,
employee performance evaluations and disciplinary action for a 12
person staff.
Smiley Dental Practice
08/04 - 08/05
Farmington Hills, MI
Office Manager - Responsible for managing a 3 person staff engaged in new
customer acquisitions, insurance billings, patient scheduling, records
management, inventory and supply order management, cash management and
customer satisfaction resolution.
Developed and increased new client acquisition strategies which
resulted in increase of clientele by 10%.
Effectively resolved customer issues which resulted in less customer
attrition.
Organized and streamlined office operations and procedures,
implemented office policies.
Assigned and monitored clerical and clinical functions.
Responsible for coaching, training and disciplinary action for 3
person staff.
Lotus Cleaning Services
2001 - 2004
Farmington Hills, MI
Office Manager - Responsible for introducing new marketing initiatives,
growing customer acquisition. Performing all required administrative
functions and employee management for growing cleaning company.
Increased customer acquisition by 20% using variety of marketing
strategies.
Established long-term relationships with existing customers which
resulted in development of referral based marketing strategy.
Responsible for monitoring daily tasks, employee production and
training, and work quality.
EDUCATION
Baker College - Masters of Business Administration 2012
Baker College - Bachelor of Science, Business Administration 2010
Wayne State University - Business School 2005 - 2007
Member of Project Management Institute
PERSONAL
. Proficient in MS Word, Excel, PowerPoint and Access (4 credit hours in
Excel classes), knowledge of following systems: Unidata, JDEdwards,
Oracle, PeopleSoft, Kronos
. Fluent in Russian, Ukrainian, Polish
. Single, no dependants
Contact this candidate