Manager Customer
Resume:
Mike Whaley
LaFayette, GA 30728
Phone: 423-***-****
*************@*****.***
Summary
Professional
experience
Financial Services Professional with over 20 years of comprehensive experience including leading all aspects of commercial credit, accounts receivable, customer claims and customer master functions.
Director of Financial Services
Shaw Industries Inc. Dalton, GA
September 1998 – Present
Responsibilities:
Responsible for leading all aspects of commercial credit, accounts receivable, customer claims and customer master functions for over 35,000 customer accounts and up to $750 million in accounts receivable. This responsibility included leading up to 230 employees, developing, implementing and leading the management of all the systems, processes, and facility related to those functions, with an annual budget of over $13 million. Proven skills in developing, establishing and tracking measurement items and goals for continuous improvement in all functions. Proven experience working with other executive management to conduct resource and systems strategic planning to achieve corporate and functional goals. Proven skills in customer and consumer conflict resolution involving credit or claim disputes.
Highlights:
Reduced number of staff to right size business over several years by approximately 35% with 0 forced layoffs
Consistent improvements in all major Credit, A/R, and Claims measurement items
Achieved Shaw quality cup award, the highest company quality award 11 out of last 13 years
Achieved consistent improvements each year in employee productivity measures
Created and implemented new systems for managing claims, cash application, customer master and credit
Increased employee satisfaction to among highest departments in company and well above benchmarks across all business
Communicate effectively and established strong relationships to gain support and effectively achieve results with multiple departments as needed to assist the company.
The point person for customer and consumer complaints
(letters, emails and phone calls) addressed to executive management or the BBB to insure prompt action, response and follow up as needed. With reports back to the executive management.
Developed and managed department expense budget of over 13 million including reconciling monthly department expense reports and preparing department productivity analysis.
Maintained confidential records for up to 230 employees including salary and wages.
Developed job descriptions for all financial services positions.
Led development of the departments Business Continuity Plan
(disaster recovery plan)
Earned excellent marks on performance reviews, with citations for excellence in areas including leadership, quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service.
Financial Manager
Shaw Industries Inc. Dalton, GA July 1996 –
September 1998
Responsibilities:
Responsibilities included leading and managing approximately 35 employees in all aspects of the credit management and claims administration for approximately 10,000 customer accounts totaling over $65 million in receivables. Assisted in development of constructive and progressive credit and claims policies, systems, and reporting.
Senior Regional Credit Manager
Shaw Industries Inc. Dalton, GA
1994 – 1996
Responsibilities included leading and managing approximately 20 employees in all aspects of the credit and financial management of approximately 10,000 customer accounts totaling over $65 million in receivables. Assisted in development of constructive and progressive credit policies, systems, and reporting.
Regional Credit Manager
Shaw Industries Inc. Dalton, GA
1991 – 1994
Responsibilities included leading and managing approximately 8 employees in all aspects of the credit and financial management of approximately 5,000 customer accounts totaling over $30 million in receivables.
Education
B.S. Business Administration: Finance
University of Tennessee Chattanooga
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