Leadership, Talent Development, Customers, Strategy, Metrics Analysis
Resume:
SUZANNE S. KRAUS
Amissville, VA 20106
acp6ie@r.postjobfree.com
H: 540-***-**** (preferred) M: 571-***-****
SUMMARY
Results-driven STRATEGIC LEADER with demonstrated achievement in OPERATIONAL EXECUTION. Established capabilities in highly successful customer relationships, strategic planning, consensus building, goal attainment (cascading), revenue uplift and elimination/mitigation of revenue leakage while capturing significant cost savings. An innovative, energetic and dynamic forward-thinker skilled in simplifying processes and accelerating organizational productivity while collaboratively re-engineering cross-functional practices and overcoming complex obstacles in conflict with corporate strategies.
Operational Focus Cost Containment Strategy Order to Cash Management Talent Development Solution Provider Continual Process Improvement Reporting and Metrics Analysis Vendor Partnerships–Outsourcing (BPO multiple disciplines), Collection Agencies and Legal Collections Credit Card Operations Contract Negotiations Security Instruments New Business Acquisition Partner Company Ambassador
EXPERIENCE
AIRLINES REPORTING CORPORATION (ARC), Arlington, VA, 2008-2014
Senior Manager, Contract Compliance and Receivables Management, 2011-2014
Full management of multi-disciplined staff of local and remote employees and nationwide contractors in areas of Field Audit, Contract Compliance, Collections and Financial Recovery. Responsible for multiple SLAs and KPIs. Heavily interactive with customer base.
Decreased collections 85% on $88B base and realized 72% decrease in legal collections expense via improved processes and combination of customer education and communication.
Created customer touch points, resulting in enhanced relationships and adding to brand loyalty.
Practiced continual process improvement, heavily engaged staff in creation.
Entrusted by >200 global airline carriers to make litigation decisions on their behalf: ~$5M/case.
Significantly contributed to revenue lift from $144K to >$3.6M/yr for key product through process overhaul and BPO partnership I introduced and managed.
Successful collaboration with internal business units on multiple short and long-range projects.
Working with each staff member, developed individual long and short-term career goals.
Senior Manager, Fraud Prevention and Compliance, 2008-2011
Fraud Prevention and Investigations, Field Audit, Compliance, Collections and Recovery functions. Assisted local, state and federal law enforcement investigations in their quest for industry data, generating $750K/yr.
Identified $11M in unrecognized receivables. Initiated recovery; reduced legal expense 70% from prior levels.
Restructured teams for optimal production and cost reduction; coached goal attainment; overhauled all existing processes and facilitated necessary improvements.
Introduced dashboard reporting and metrics-driven management tools, providing visibility.
Initiated and managed BPO partnership; increased revenue and quality, decreased costs.
INPHONIC, INCORPORATED (www.wirefly.com), Reston, VA
Director, Revenue Assurance, 2006-2008
Billing, Credit Card Operations and Collections for $400M Internet merchant.
Increased collections 1,400%; eliminated 42% of costs.
Simplified billing routine, reduced service level from >60 hours to <24 hours, cut overtime expense by 90% and headcount 20% while increasing customer satisfaction.
Restructured credit card operations, moving from single-sourced Processor to multi-sourced, insuring continual processing 24/7 of 250,000 monthly transactions. Developed root cause analysis process and led C-level cross-functional task force to mitigate chargebacks. Reduced credit card processing expenses >50%.
Improved billing by 45+ days, assuring timely monthly billing, allowing faster revenue recognition.
KRAUS & ASSOCIATES, LLC, Amissville, VA
Owner, Consultant, 2004-2006
Re-engineered client business segments for best practices; maximized efficiency as interim or virtual Credit & Collections Director/Manager. Specialized in new acquisition business, catastrophic loss and corporate distress situations, cost-benefit analysis and recruitment.
Revitalized segments of struggling luxury consumer goods company, performed comprehensive analysis of credit department after shattering loss of management personnel, formulated strategic plan to ensure continuity.
Uncovered $3M in unrecognized receivables; collected 70% of >2 year aged A/R within eight months.
VERIZON AVENUE, INCORPORATED, Herndon, VA
Director, Customer Operations and Credit Services, 2003-2004
Led all post-sale customer-facing operations for $64B Fortune 20 national telecom subsidiary: internet technical support and billing, land line voice customer support call center, central dispatch, new order provisioning, credit & collections and carrier relations. Staff of 105.
Lowered consumer bad debt from 39% to 13% in 12 months, and to 1.4% in two years against industry benchmark of 3.5%.
Reduced Union grievances 75%; managed relationships with local labor union and shop stewards.
Decreased expenses and increased quality in multiple areas: IVR, credit card processing, ACH conversions of returned checks, staff development and incentives and external vendor contracts.
Identified and engaged outsource vendor for overflow calls, ultimately leading to permanent support for one functional area; produced $2M annual savings and increased efficiency 30%.
Director, Credit and Receivables Management, 2001-2003
Restructured database of multiple portfolios within billing/customer management system, facilitating data collection, analysis and reporting. Restructured all job functions and procedures; thorough training of staff on improvements. Launched B2B credit vetting process, designed/instituted credit policy, staff incentive plan.
TELEGLOBE BUSINESS SOLUTIONS, INC., Chantilly, VA, 1997-2001
Director, Credit, Collections, Network Security (Fraud)
Administered 65,000 B2B accounts/$350M in receivables for national telecom and broadband provider. Re-engineered operation, reduced customer onboarding time from 14 days to <24 hours while improving quality and staff expertise. Reduced DSO from 98 to 34 days during exponential company growth. Managed 120.
EDUCATION
RADFORD UNIVERSITY, Radford, VA. Journalism and Political Science.
CERTIFICATION
National Association of Credit Management, Credit Business Associate
Currently Exploring Six Sigma opportunities
AWARDS & Affiliations
National Association of Credit Management Chairman of the Board of Directors 2004-2006 (two terms)
National Association of Credit Management Member, Board of Directors 1998-2004 (seven terms)
National Association of Credit Management, Professional of the Year 2005
Available to relocate within United States.
Contact this candidate