Customer Service Manager

GLEN MAURER

***** *** ***** / ************, ** **051 ~ 586-***-**** ~ ***********@*****.*** ~ www.linkedin.com/in/glenmaurer

PROFILE: DIRECTOR OF FINANCE

Thorough, detail-oriented finance leader who drives achievement of financial, operational, and

strategic goals by optimizing financial operations, processes, systems, and controls.

Driven business partner who assumes ownership across entire financial operation and works effectively with executives, stakeholders, and business line managers to create a sustainable platform for growth. Background includes finance leadership role at global industry leader XPO Logistics leading FP&A, corporate strategy, and accounting to provide recommendations that minimize risk/exposure while identifying and capitalizing on opportunities. Proven ability to lead financial aspect of large-scale, mission-critical projects such as streamlining operations, recovering funds, and standardizing processes. Demonstrated record of analyzing financial and performance data to identify trends and develop solutions that creatively solve complex financial challenges. Hands-on manager who leads by example, empowers employees through training, and focuses on motivation to motivate internal/external teams to exceed expectations.

Skills & Capabilities

Setting financial policy and direction while being an active participant in, and driver of, mission-critical finance projects.

Partnering with executive leadership on financial operations and strategy, providing recommendations based on financial analysis and projections, cost identification and allocation, and revenue/expense analysis.

Developing and implementing plans for financial systems, processes, and personnel designed to fuel rapid growth and support organizational objectives.

Conducting meaningful, proactive analysis to improve key business decisions, focusing on management of financial systems, processes, and projects to improve daily and strategic operations.

Ensuring finance staff maintains financial record systems in accordance with generally accepted accounting principles (GAAP), internal guidelines, and federal/state requirements.

Areas of Expertise

Financial Operations – Continuous Improvement – Workflow Design – Operational Streamlining – Process Improvement

Budgeting & Forecasting – Benchmarking – Pricing Strategy – Project Management – Productivity Improvement

Cost Reduction/Control – Team Leadership – Executive Consulting – Problem Solving – Entrepreneurial Drive

PROFESSIONAL EXPERIENCE

XPO Logistics, Inc. ~ FINANCE MANAGER ~ 2005-2015

Global provider of transportation and logistics services with operations in 32 countries.

Provided expertise in accounting, process improvement, standardizing operations, and resource management to continuously improve financial operations. Led cross-functional efforts, developed new processes, and formalized systems that transformed siloed functions into a cohesive department. Held authority for budgeting, forecasting, contract profitability, pricing, cash flow, and balance sheets. Worked with mid-level management to drive understanding of factors influencing department P&L and ensure total visibility for informed decision making. Produced reports measuring production and profit, documenting monthly/annual financials, and labor. Represented Finance in weekly Executive Management meetings.

Major Achievements:

Downsized company payroll by more than $5M while maintaining customer service and avoiding bankruptcy.

Established formal forecasting and budgeting processes, achieving highly accurate monthly, weekly, and daily forecasts that deviated on average no more than +/- 1.5% every year of employment (10+ years).

Developed new pricing model that increased profit 37%; achieved 20% ROI; and consolidated a complex, 20-page pricing guide to an easy-to-use single page.

Appointed program manager in overhauling travel and entertainment policy, redefining reimbursement guidelines, driving consistent enforcement, and eliminating theft to save $350K+ annually.

Saved $840K annually in labor costs by creating new labor metrics and training department heads in the principles of Lean Operations, cutting excess labor capacity from 20% to less than 5% and improving labor forecasting ability from 3 months to 1 day.

Created, implemented, and maintained monthly headcount report for HR that led to new policy on staffing and transfers that prevented employees to be transferred between teams without first completing the proper paperwork with HR.

Led multiple initiatives to recover funds, working with account managers and accounting to properly interpret contracts and resolve reconciliation problems:

-Discovered $64K+ in lost billing due to improper interpretation of customer contract.

-Collected $210K in past due client programming fees that had been written off the prior year.

-Captured $300K+ annually in unbilled revenue by instituting new checks and balances for billing.

Fidelity Bank, Inc. ~ SENIOR BUSINESS ANALYST ~ 2004-2005

Leading provider of banking services.

Appointed Lead Analyst for loan applications valued between $500K and $6M, providing critical information to ensure accuracy and completeness of applications. Worked extensively with CPAs, real estate appraisers, credit agencies, municipalities, and other banks on loan development and approval. Monitored all construction draws on real estate loans in assigned portfolio. Supervised and trained all credit analysts in underwriting, presentation sheets, memo preparation, and workload management.

Major Achievements:

Assigned to 70% of all new business loan applications, 5 times more than the average analyst.

Recommended by the Head of Credit to manage a regional bank credit division after just a few months of employment.

Other Positions Include:

Comerica, Inc. ~ SENIOR FINANCIAL ANALYST

Disseminated financial information for group/committee approval, presented loan requests, and trained analysts.

Shortened credit approval process 40% from 5 to 3 days for all commercial loan requests by substituting handwritten presentation sheets with a boilerplate word processing format, eliminating the 12-person typing pool to save $630K+ annually.

Developed a debt service coverage ratio model that became a standard analytical benchmark tool in the Real Estate Loan Group’s presentation sheets.

Established an interest rate sensitivity model for the Real Estate Loan Group that showed the range of default risks with variable rate-based loan applications; model was incorporated into corporate training program.

TCBY Yogurt Franchise, Inc. ~ GENERAL MANAGER

Purchased undeveloped franchise with no money down and doubled revenue in the first year.

Performed all aspects of business operations, including banking, ordering, hiring, and customer service.

Created a Cost of Goods Sold model that increased margin 5% by linking inventory with cost of every product to produce at item inventory cost; model was adopted by corporate and implemented in 1,500 franchises, generating $15M in annual savings company-wide.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Business Administration, Concentration in Finance & Accounting

University of Michigan, Ann Arbor

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