Customer Service Management

*** **** ***** ** ** B yron Center, M I *****

D AM IEN RONAN 616-***-**** d ******@*****.***

H ighly motivated, well-organized, and hard working professional looking for a

position to utilize Finance and Account Management experience. Record of

accomplishment improving business procedures, resourceful in t roubleshooting

p roblems and implementing innovative solutions, and communicates well with clients

and co-workers at all levels.

S trengths include:

Computer L i teracy-Cross-Functional Teamwork-Leadership-Client & Vendor

Relations

Research & Analysis- Crisis Management

PROFESSIONAL EXPER I E NCE

Booking.com, Grand Rapids, M I 2010-present

CRED I T CONTROL LER

• Actively manage the collection of invoicing for over 1200 active business accounts

i n several major regions across the United States.

• Ensure cash collection targets are met each month.

• Monitor overdue debtors, identify significant r isk issues and minimizing bad

debt.

• Communicate proactively and clearly with external and internal customers on

s ignificant issues to indicate progress and resolve issues.

• Contact customers regarding overdue accounts to settle balances immediately in

f ull (or when appropriate working with customers to resolve accounts through

payment plans, settlements and other collection tools).

• Ensure that follow-up contact is established with customers in a t imely manner.

• Ensure that allocations issues are handled satisfactorily by working closely with

t he Accounts Receivable.

• Recognize and proactively communicate significant collections issues/risk;

escalate appropriately when necessary.

• Identify and highlight credit notes and wri te-off concerns.

• Actively note and document customer payment issues and communications.

• Promote strong collaborative relationships between internal teams, especially

Hotels and Accounts Receivable/Cash team members.

• Serve as a Mentor to Junior Credit Controllers and conduct t raining for new

h ires as needed.

Potestivo and Associates, Attorneys at Law: G rand Rapids, Michigan

2009

R EO PROCESSOR AND SCHED U LER

● Processed and Scheduled REO (Real Estate Owned) property closings for all clients in

western Michigan.

● Drafted Covenant of Deed and Quit Claim Deeds for all bank owned properties under

contract.

● Researched insurance ti t le work, including all unpaid taxes, any outstanding

bankruptcy procedures and liens on property.

● Updated all t i t le work and distributed to all buyer and seller parties involved.

● Maintained daily contact with bank clients and realtors and mortgage brokers

associated with each property.

● Assisted lawyers by drafting complaints to courts in li tigation bankruptcy and default

cases.

● Managed all closings and monitored all funding of monies and escrow accounts.

● U tilized Time Management program to input all contract information and maintain

caseload.

Global Forex T rading, A da, Michigan 2008

C OMP L IANCE SPEC IAL IST

• Reviewed all “procedure and policy manuals,” updated and distributed for all

t heir global offices.

• Managed all statistics and reports sent to U.S Department of Treasury on daily

basis.

• Reviewed all domestic and international incoming accounts for Anti-Money

L aundering Fraud documents.

• Contract preparation, negotiation, and administration, in support of in-house and

outside legal counsel.

● Reviewed all “procedure and policy manuals,” updated and distributed for all their

g lobal offices.

● Managed all statistics and reports sent to U.S Department of Treasury on daily basis.

● Reviewed all domestic and international incoming accounts for Anti-Money Laundering

F raud documents.

● Contract preparation, negotiation, and administration, in support of in-house and

outside legal counsel.

Pella Windows and Doors by Ho rne, G rand Rapids, Michigan

2005 - 2008

LOG IST ICS COORD I NATOR

● Directed day-to-day deliveries of entire f leet th roughout the state of Michigan through

efficient management, scheduling, and motivated customer service staff.

● Managed all paperwork for drivers and f leet, prepared metrics for their on-time

percentage. Latest metric was 100% for on time deliveries, up from 78% in previous

quarter.

● Distributed and revised all documentation and reports for Customer

Service/Salespeople.

● Maintained open line of communication with clients and vendors to avoid potential

p roblems from arising. Built good vendor relations for future projects.

The Refugee Legal Aid Board, D ublin, I reland 2001 – 2005

PARALEGAL

• Met with unaccompanied minors and adult asylum seekers to explain asylum

p rocess and legal proceedings under Civil Legal Aid Act of 1991.

• Drafted all legal documents for all clients to be issued to courts.

• Worked closely with interpreters of all nations, also many other non-profit

organizations such as UNHCR, UN ICEF, and Red Cross.

• Appealed against negative decisions to Refugee Tribunal personally, or through

employed attorney.

• Advocated for clients by drafting appeals and providing court representation with

75% success rate in Refugee Appeals Tribunal and 25% acceptance to

i mmigration.

A&L Goodbody Solicitors, D ublin, I reland 1998 – 2001

S EN IOR LAW CLERK AND PARALEGAL

• Selected from field of eight senior law clerks to work alongside Senior Managing

D irector in high-profile cases receiving national media coverage.

• Prepared files, including affidavits, exhibits, and actual booklet of evidence for

p rocessing in court.

• Shadowed attorney in charge.

• Worked with Senior Partners and Junior Associates to complete legal documents

and accurately bill clients.

• Participated in criminal law cases by meeting with clients to their discuss case,

and researching and submitting case law to attorney in charge for use in court.

• Gained working knowledge of English Law through three-month assignment in

London Office.

ED UCAT ION

T r inity College, Dublin, I reland

BA (Bachelors of Law), 1999

• Debate Team Member

• Coursework encompassed European Union Law, Business, Criminal, I r ish

Constitution, Commercial Banking, Equity, Property and Tort, and L i tigation

National Paralegal College, Dublin, I reland

Paralegal Certificate of Law, 2000

The Refugee Legal Aid Board, Dublin, I reland

How to Deal with Unaccompanied M inors, 2001

• Minors included t raumatized victims of rape and torture from locations

worldwide

COMP U TER SK I L LS I N VE N TORY

W indows M S Word Lotus Notes G roupMail PowerPoint Access E xcel

SAP

COM M U N I TY VOLU N T EER WORK

A ncient Order of Hibernians in America, Inc

● Non – profit charity organization, based with the Grand Rapids division.

● Divisional Recording Secretary

Bethany Christian Services

● Volunteered in National Office Marketing Department filing and helping with mailings.

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