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Manager Customer Service

Norristown, PA
February 20, 2015

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**** ******* ***** **** **********, PA 19405 484-***-****


detail and timeliness in managing credit/collection functions for diverse industry employers. A/R career spans 16 years

of experience in manufacturing, retail, transportation and other industries and has included accountability for

managing up to 2753 accounts per month.


Accounts Receivable Processes & Management Lawson, EDI & Financial System Technologies

Analyze Credit/D & B Reports Records Organization & Management

Corporate Accounting & Bookkeeping Journal Entries & General Ledger

FDCPA Standards & Government Regulations Wire and EFT Transactions

Vendor Negotiations & Management Spreadsheets & Accounting Reports


TEKNI PLEX, INC. / Resin Compounds, Medical Tubing / KING OF PRUSSIA, PA

Sr. Collections Analyst, 3/13 – 11/14

Responsible for collection portfolio of two major divisions with receivables equal to $7 million dollars. Contact

domestic and foreign customers via phone, email, fax for past due invoices. Forward invoices/statements as

requested. Build and cultivate relationships to solidify constructive customer contact. Create weekly spreadsheet

of all open receivables on shared drive with daily updates of payments received. Create pivot tables to focus on

high dollar accounts and/or oldest due. Perform all offsets and write offs as necessary to insure clean working

aging. Review receivables monthly with upper management and plant controllers. Interact with sales and billing

to insure appropriate discounts and allowable credits. Perform remote deposits and assist in cash posting as

necessary. Assist in special projects and act as backup to Dept. Manager for credit holds and order release.

Key Results:

Improve collections metrics from 86% to 94% in Natvar Division in first 60 days

Improve collections metrics from 91% to 95% on Dolco Division in first 60 days

Resolve $62,000 of open balances, 6 months or older, in first 90 day


Collections Analyst, 8/11 – 6/12

Function as branch A/R Manager in a decision making and account analyst capacity. Responsible for the accurate

management of 2753 accounts covering Pennsylvania, Delaware, and New Jersey. Meet weekly with sales reps, and

managers to review open receivables and collectively resolve challenge accounts. Respond to customer calls/requests

within 24 hrs, forwarding all invoice requests via fax/email within 48 hrs. Handle all customer disputes in billing and

create credit memo’s on weekly basis, tracking via spreadsheet and entering accounting notes in AS400.. Maintain

detailed excel pivot tables for all accounts with updated notes on invoice status and action items. Code all incoming

checks to insure proper posting to each account. Approve payment plan option and take credit card payments via

phone. Initiate dunning letters to nonresponsive customers 90 days in arrears, or older, for branch. Meet with customers

to resolve disputes, billing issues, account balances, as necessary or at customer request.

Key Results:

Research and post over $500,000.00 in unapplied cash during first 6 months.

Collected $100k in over 365 day receivables during December 2011.

Successfully retract accounts from outside collection agency and secure payment of invoices dating back to 2008.

Manage bi weekly “hold’ list for tri state region – distribute to all managers and dispatch personnel via email to

accurately forward service calls to field techs

Successfully incorporate United Elevator account customers into database and manage entire portfolio less than 90


Work with local, county, and state governments via Purchase Order or Voucher system to establish and maintain

regular and systematic ACH payments to ThyssenKrupp Elevator.

THOROUGHBRED DIRECT / Rail and Intermodal Transportation / PLYMOUTHMEETING, PA


Receivable Specialist, 1/07 – 8/2011

Handle daily A/R processes for entire company; manage vendor/supplier relations by resolving disputes; and

oversee the timely, accurate processing of debit memos and payment transactions. Maintained adherence to corporate,

accounting and FDCPA standards; addressed escalated issues from customers regarding accounts receivable and

collection issues; and ensured accurate and compliant A/R files and records in accordance with company policies and

government regulations.

Key Results:

Resolved years of backlogged work, received payment on invoices 36+ months old, collected $1.2M of ‘old’ money in

first 6 months

Maintain company wide receivables between 3% and 5% <$65M volume> for more than 17 months consecutively; over

90 day dropped from 4.83% to 1.40%

Track all payments and distribute weekly aging summery to upper management including volume reports and yellow

and red flag credit reports; meet weekly with credit manager to review status of A/R

Conduct credit back ground checks for new customers, contact trade and bank references to assess credit

worthiness using information given through Dunn & Bradstreet. Assist in creating a credit matrix system designed to

manage the amount of initial and ongoing credit given to all customers

Instituted e initiative companywide for all customers and venders – to insure timely and accurate delivery of invoices

and electronic receipt of payments

Negotiate repayment terms with majority of customers/vendors from Net 30 to Net 15 days for improved cash flow and

help to facilitate company’s return to profitability.

Daily communication with customers and venders to address short payments and insure resolution in timely manner

BURTON NEIL & ASSOCIATES/ legal collection firm / WEST CHESTER, PA

Account Manager, 6/05 – 1/07

Make calls on automated dialing system, as well as manually, enforcing all FDCPA rules and regulations

regarding collection practices. Maintain 200+ regular payment accounts while building my resume with settlements and

payment in full accounts. Assist team in surpassing monthly goals and volunteer for special projects as needed.

Key Results:

Take financial information and work out acceptable re payment terms with debtors in accordance with company

practices and guidelines resulting in $200,000 plus in aged receivables on average per month.

Create and maintain Excel spreadsheets for all payment arrangement accounts and to monitor payment activity. Create

spreadsheets for other associate members to help team.

Assist all members of the collections and legal teams to insure integrity of the firm as well as compliance of Federal

regulations. Follow up on missed payments and mis posted payments.

Locate ‘hard to find’ debtors via skip tracing software (DNBI, Lexis Nexis) to insure accurate

BLOCKBUSTER INC. /video sales & rentals / EXTON, PA

Store Manager, 3/04 6/05

Manage and handle all responsibilities of large retail video rental and sales establishment. Daily updates of all

payroll and scheduling needs. I was responsible for all hiring, training, store merchandizing, employee reviews, and bi

monthly inventories. Monthly managerial and employee meetings to review store standings within district guidelines.

Weekly movement of rental product to conform to corporate planogram. Secure all cash tills in store safe and make

daily deposits in corporate accounts.

Key Results:

Take large Exton location from last to consistent second place in district movie pass and promotional programs.

Hire and train entire staff to increased productivity and ‘secrete shopper’ assessment scores.

Reach and maintain bi weekly standards within 3% margin on rental, retail, and confection counter inventories.

Consistent positive customer feedback on store appearance and customer satisfaction.

YELLOW BOOK, USA /advertising publication / KING OF PRUSSIA, PA

A/R Coordinator, 8/02 3/04

Intercept incoming calls from customers regarding billing, cash application, applicable a/p discounts, and general

accounting questions. Call on Mid West accounts 30/60/90/120/151/181 days late. Prepare Statements of account and

manual invoices as needed. Provide easy "check by phone/credit card" payment option. Work closely with customer

service and billing departments to insure proper handling of all payments and credits

Key Results:

Strong working relationship with upper sales management in Chicago and surrounding areas leading to achieving the

“Management Receivable Award” for the third quarter of 2003 as well as numerous “Star Awards” for customer service

Cross train employees in other departments on collection procedures.

Research and resolve customer concerns to satisfaction. Manage customer base of 1100+ accounts.

FLEMING FOODS INC. / wholesale food and beauty distributorship / OAKS, KING OF PRUSSIA, PA

Receivable Representative, 6/99 – 7/02

Reconcile customer statements and resolve disputed account balances. Track customer deductions and payments on

Excel spreadsheets. Post deductions to proper General Ledger accounts. Apply cash on account to open invoices .

Approve customer credits.

Key Results:

Proactively research and resolve vendor related issues on retailer's behalf

Retained when division was liquidated to train new personnel on customer requirements and account status




Essentials of Collections Law I, II


MS Office (Word, Excel, PowerPoint) AS400 EDI Systems Quickbooks

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