Customer Service Management

Linda M Donovan

*** *. **** ****, ***********, PA 19335 … 484-***-**** … ***********@***.***

Qualifications Managerial analyst work in many business capacities in varying environments requiring

Summary strong organizational, technical and interpersonal skills. Self-motivated, excellent

problem resolution skills with strong computer and research skills. Command strong

time management and capable of adapting to changing priorities. Excellent knowledge/

use of Microsoft Office especially Excel. My IT background allows me to easily learn

and master diverse software programs. Oracle, QuickBooks and SAP experience.

Professional Receivables Research Analyst

Achievements December 2012 – Present

Iron Mountain Royersford, PA

Utilize various billing and AR systems for extracting data to accurately reconcile customer

accounts and compile detailed reporting. Provide enhancements and bring new approaches

to the collections process improving efficiency and produce qualitative results.

Identify and engage in collection efforts of high-volume and discrepancy accounts.

Become the lead with collections and sales to bring resolution for the customers

concentrating on past due receivables, issues involved and resolution.

Manage large reconciliation and debt review projects. Assign out tasks, control

deliverables and report results. Complete all actions necessary for resolution with may

include working with multiple departments with our company.

Serve as a subject matter expert in determining the most appropriate reports/information

necessary to resolve the outstanding AR and subsequently provide this information to the

collectors for presentation to the customers to obtain payment and reduce delinquency.

Execute FDL/Suspension/3rd Party Collections analysis for executive review.

Assist our overseas AR team in correctly applying any cash receipts identified as requiring

research by the Director, supervisor or team leads. Process adjustment, credit memos and

debit memos as required.

Assist new collection and research personnel with proper training and overall guidance in

using tools available and reading and evaluating their given reports. Maintain availability

to all as needed in supporting their collection efforts.

Accounts Receivable Reporting Analyst

May 2011– December 2012

Iron Mountain Royersford, PA

Process daily and monthly A/R scheduled reporting and executed Macro processing.

Provide analysis and report requirements of each A/R reporting request made through data

capture and formatting for internal use and external customers.

Support accounting needs in obtaining data necessary for monthly processing.

Manage special projects utilizing the best method of extracting and compiling data from

the various systems and generate reports, also make recommendations to improve

processing when available.

Confirm A/R data accuracy on customer’s accounts when necessary resolve discrepancies.

Maintain good relationships with customer service, field management and shared service

groups in supporting their reporting needs.

Perform Cash Applications through research and reporting activities.

Linda M Donovan

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Office Operations

September 2005 – October 2009

Applied Controls, Inc Malvern, PA

Processed AR transactions & reporting for collections.

Provided IT Support for reporting requirements in analysis of existing reports and

recommendations for improvements.

Controlled Daily Purchasing & Inventory Management

Assisted in Customer Service & Order Entry and Trade Show planning.

Completed special projects for executives within the company.

IT Consultant

January 2004 – May 2005

Wealth Alliance Company Chester Springs, PA

Analyzed and implemented IT for Start-Up Business.

Created all report generation required with Excel.

Involved in all daily office support activities and customer relations.

Database Management of client data and services provided.

Established Mail Merge applications with Outlook for repetitive correspondence.

IT Consultant

October 2003 – May 2004

Rolling Hills / Home Fine Furniture Long Valley, NJ

Analyzed company requirements and selected software best suited for all needs.

Installed and customized software, QuickBooks Pro, for their retail business.

Trained personnel and maintained database integrity.

Customized additional sales and inventory reporting through use of Excel.

Established and maintained necessary banking relationship.

Systems Analyst / Programmer / Office Operations

July 1988 – Feb 2000

United Welders Equip (WESCO-AGA Gases) Woburn, MA

Designed & developed a software system for this specific industry.

Wrote all programming code to create the applications required for running this small

business; Invoicing, AR, AP, Inventory, Sales Management and equipment rentals.

Created and maintained sales reporting for top level management.

Oversaw and evaluated Customer Service/Office operations and improved efficiency.

Managed all software and database support for company merger into SAP system.

System Analyst / Programmer

October 1981 – July 1988

Lockheed (Sanders) Nashua, NH

Analyzed, designed, coded and implemented software applications to support the business

side of the company’s operations. COBOL programmer.

Lead Software Engineer for design, customize and support of a main frame CAD system.

Updated, maintained and integrated software with existing systems.

Provided project planning and management of system change requests.

Education BS – Business Management / Computer Science

Rivier College, Nashua, NH

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