Customer Service Manager

Raymond P. Carter

**** ******** **., *********, ******* N7G 3H6 ● 519-***-**** ● ************@*****.***

PROFILE

Reliable, innovative and client-focused professional

Extensive Financial, Business Administration and Customer Service experience

Demonstrated expertise in accounting, tax, financial procedures/processes, and regulations (GAAP)

Sarbanes-Oxley, contract management, procurement/supplier management, business process reengineering

PROFESSIONAL EXPERIENCE

Logistics Attendant

Responsibilities include warehousing, shipping/receiving, materials management, inventory control and procurement.

Vehicle fleet management, customer service (Bell Technicians), Daily/Weekly report preparation and business system software usage ( SAP, Procurement, Inventory Control) .

Storage Consultant

Responsibilities include customer service, retail sales, marketing and premise maintenance.

Daily/Monthly close, banking, marketing report preparation and SiteLink software update.

Service Delivery Manager

Managed contract deliverables for two significant clients which generated combined average annual revenues of $10.5 million.

Financial management responsibility including P&L, Client Billing, Budgeting and Forecasting for four separate entities with two sites in the US and two sites in Canada with combined average annual expenses of $7.8 million.

Oversaw the procurement of computer hardware, software and network infrastructure equipment. Prepared and managed Capital Budgets including Capital Appropriation financial analysis, costing and lease vs. buy analysis.

Responsible for month-end and year-end close process including journal entry, accruals, deferrals and account reconciliation.

In compliance with the Sarbanes-Oxley legislation, prepared and submitted monthly billing and financial controls reports to ensure reliability and accuracy in financial performance and reporting to the public. Knowledgeable in import and export laws including CCGP and ITAR regulations.

Interacted directly with the customer Contract Managers with measured responsibility for service delivery, new client service request fulfillment and customer satisfaction ratings. Responsible for meeting or exceeding contracted Service Level Agreements (SLA’s).

Worked cooperatively with competitors in a multi-vendor environment to meet contract deliverable commitments and maintain a seamless supply chain network.

Manager Finance/Administration

Responsible for all aspects of Financial Reporting including P&L Analysis, taxation and Regulatory reporting requirements in both Canada and the US.

Had direct oversight for Procurement, Accounts Receivable, Accounts Payable, Fixed Asset Management, general Account Administration and Data Security.

People Management responsibility including salary administration, performance appraisal and employee development.

Raymond P. Carter Page 2

Participated in numerous RFQ/RFP responses with values ranging from $100 thousand to $9 million including computer hardware/software refreshes, campus network infrastructure builds, Data Centre construction and Enterprise Software implementation projects.

Senior Account Specialist Sales Pursuits

Participated in client discussions and contract negotiations resulting in a six year Service Agreement with a Total Contract Value (TCV) of $11.7 million and an eleven year Service Agreement with a Total Contract Value (TCV) of $94 million.

Worked directly with Sales and Business Development professionals to draft the overall proposal and establish contract deliverables. Prepared cost models to calculate and analyze cash flows, ROI, NPV and IRR.

Assisted Corporate Legal staff in the development of the General Services Agreement (GSA) and Scope of Work (SOW). Acting member of the Due Diligence team.

Financial Coordinator

Assisted in the development and documentation of financial processes and procedures for a newly formed company, EDS Canada, commencing in Aug 1985.

Prepared and submitted Capital Appropriation requests for a variety of projects with hardware and software purchases in excess of $2 million dollars.

Income statement adjustments, monthly journal voucher preparation and balance sheet account reconciliations.

Annual budget preparation, quarterly and monthly forecast submission and variance explanation.

Asset management, depreciation reconciliation, retirement/disposal, maintenance of inventory systems and physical inventory coordination.

Data collection for invoice creation, maintain and prepare billing documentation and perform research for customer billing queries.

Liaised with corporate tax office. Responded to questions, concerns, problems on various transactions. Researched and reported relevant details and amendments on a timely basis.

EMPLOYMENT HISTORY

Financial Coordinator EDS Canada (London) Ont. 1985 – 1991

Manager Finance/Administration EDS Canada (London) Ont. 1991 – 1998

Service Delivery Manager EDS Canada (London) Ont. 1998 – 2009

Career Broker/Headhunter The Staffing Exchange 2013 – 2014

Storage Consultant SNS – LP 2014 – 2015

Logistics Attendant Bell Technical Solutions Present

EDUCATION

Master Auto Advisor Program - Nokee Kwe (London) ON

Business Administration Courses – Fanshawe College (London) ON

General Studies – Medway Secondary School (Arva) ON

PROFESSIONAL DEVELOPMENT

Capital Budgeting

Financial Controls

Export Control & Compliance Supply Chain Management

ITIL Fundamentals

Sales Training

Quick Books

Leadership Development

Lean Six Sigma

SAP Enterprise Application

CRM Software

Interviewing Techniques

SiteLink Software OASIS Auto Complete

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