Customer Service Manager
Resume:
Michele L. Coley
**********@****.***
Achievements
Green Belt certified
Reduced DSO from >100 days to <25 days for largest vendor in the portfolio
Completed 12 buyouts totaling $3,870,000.00, an average of $332,000.00 per dealer
Was able to recover $33,000.00 and remove dealer from 90-day non-earning report
Facilitated General Electric Opinion Survey for management improvement
Participated in the Motivational Leadership Committee
Volunteered with Center for Children and Young Adults
French (Working)
Spanish (Working)
Employment History
Credit and Collections Manager 07/2013 - 06/2014
Anthony International Conyers, Georgia
Individual Responsibilities
• Developed processes and procedures for evaluating customer financials and setting and changing credit
lines/limits, as well as credit holds
• Complete weekly and monthly Global A/R reporting for 7 divisions of Anthony International and write summary
for Controller, Assistant Controller, CFO and President of the company
• Autonomously manage a credit and collections portfolio of $33M with limited oversight
• Responsible for analyzing and collecting aging AR >90 accounts
• Coordinated with production, sales and distributors in releasing orders for timely delivery
• Close Accounts Receivable book each month-end and served as contact for any reporting discrepancies
• Assisted in SOX preparation focusing on customer-centric online access to our Parts Store
• Maintained annual financial statements, budgets, bad debt write-offs and recovery records
• Informed management of delinquent balances and accounts in need of escalation
• Responsible for assisting in the year –end audit process through the preparation of documents and providing
explanations at auditor requests
Management Responsibilities
• Supervised the performance and duties of 4 Credit Analyst and 2 Cash Application specialists
• Manage and train Credit/Collections Analysts and Cash applications clerk
• Completed yearly assessments of staff while setting collections and customer service goals for the next year
• Responsible for current and future staff being trained and appropriately disciplined in proper accounting policies
and practices, along with training the staff on the necessary automated systems and policies.
Account Executive 01/2001 – 02/2013
General Electric Commercial Financing, Atlanta, Georgia
• Serve as main contact for 2 large portfolios (Husqvarna and Briggs and Stratton) to maintain and build
relationships for GE.
• Recognize and respond to early warning signs of distressed accounts and contacted the customer to avoid loss.
• Perform valuation analysis in work out situations. Conduct financial reviews to determine account performance
and assess risk
• Work on resolution strategies and recommend actions to mitigate losses on delinquent and distressed accounts.
• Engage with in-house and outside legal counsel on litigation and bankruptcy issues that arise on assigned
portfolio.
• Adhere to all GE Capital Americas Wholesale Risk and Compliance policies.
• Assure proper legal notification and documentation is in place with respect to assigned accounts working with
legal department as appropriate.
• Serve as connection point with field examiners on account reviews to obtain vital information and ensure effective
communication.
• Consult with and keep other functional stakeholders informed regarding the status of assigned portfolio.
• Successfully maintained high level of customer satisfaction resulting in client retention
• Monitor portfolio performance and key metrics
• Analyze delinquencies, loss severity and work out plans to mitigate risk
• Analyze customer requests related to credit facility and customer performance
• Proved ability to bring a successful completion within required deadlines
• Developed and executed process improvement projects for internal policy implementation and records
management
Account Manager 12/2001 – 01/2010
General Electric Commercial Financing, Atlanta, Georgia
• Identified high-risk and problem accounts, developing action plans for managing those accounts with reporting
responsibilities to management
• Scheduled and coordinated Bank Deposit Reviews, Bill of Sale audits and complex floorchecks, reviewed,
analyzed and reported to portfolio manager
• Manage overline situations and form action plans with Credit and Corporate Risk Management
• Proactively corrected Rates and Terms structure prior to month-end and followed up by conferencing with client
to ensure his needs were accurately met
• Developed and presented training manual for companywide computer system. *Manual is still in use for existing
and future employees.
• Acted as Liaison with general counsel to handle severe delinquencies
• Reviewed and analyzed forecast data to determine portfolio progress toward stated departmental goals and
objectives
• Responsible for customer data security and fraud or irregular business practices management
• Assumes other special activities and responsibilities as required
Additional Experience
12/1998 - 11/2001 Administrative Assistant SunTrust Bank, Commercial Banking, Atlanta, Georgia
01/1996 -08/1998 Human Resources Assistant Horizons Resources Atlanta, Georgia
07/1994 – 01/1996 Administrative Assistant Morris Brown College Atlanta, GA
Education/Training
AS 400 Expert
Employment Data Privacy
BELS – Building Essential Leadership Skills
Insider Trading & Stock Tipping Level 2
Compliance E-Learning Spirit & Letter
Financial Statement Analysis
Elmira College, Elmira, NY 1990 – 1992 (attended)
References
Professional
Rich Brown 404-***-****
Thomas Lindeen 770-***-****
Personal
Mada Ambers 404-***-****
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