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Customer Service Manager

Location:
Chicago, IL
Posted:
July 19, 2016

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Resume:

SUMMARY A results oriented, self-starter with highly developed analytical, problem solving and communication skills. Ability to identify areas of improvement and offer solutions through process enhancements.

Management – Solid background in planning and executing company initiatives. Hands on manager with highly developed negotiation skills and experience cultivating strategic business partners. Business experiences with start up companies to fortune 100 companies.

Team Building – Decisive leader with extensive experience hiring, developing and mentoring.

Communication – Persuasive communicator with well developed presentation and interpersonal skills. Able to develop productive relationships with colleagues, customers and staff at all levels.

Staff Development - Highly skilled motivator and team leader. Well schooled in people development. Author of training guides and policy & procedure manuals.

EXPERIENCE

2013 – 2016 Lane Bryant, a division of Ascena Retail Group, Columbus, OH

Lane Bryant is a women’s specialty retailer with over 750 stores nationally with annual revenues in excess of $1billion.

Manager, Financial Planning & Analysis

Created weekly executive summary narrative detailing prior week business performance to financial plan, forecast, merchant plan and LY for sales, margin, markdowns, inventory & other key business metrics.

Responsible for monthly, quarterly & seasonal financial reporting, analyses and narratives for Quarterly Business review (QBR) and Board of Directors package.

Developed in depth long range (5 year) planning model that linked key company strategies with future P&L, inventory and Capital plans.

Created and implemented new Capital Expenditure process including budget, forecasts and analyses as well as the project approvals.

Partnered across functional areas to ensure alignment to financial plans with sourcing, costing, marketing, customer insight, inventory, product mix and Capital strategies.

Developed financial modeling and analytical support for company initiatives.

Managed one Senior Financial Analyst

2006 – 2013 CARDINAL HEALTH, Dublin, OH

Cardinal Health is a global healthcare distributor and manufacturer serving hospitals, physicians, surgery centers, retail pharmacies, medical and laboratory customers. Cardinal Health is a Fortune 20 company with revenues in excess of $100billion.

Manager, Finance; Contracts & Pricing, Pharmaceutical Segment

New position created by the Pharmaceutical CFO. Business need to bridge gap between Finance & Operations.

Main point of contact between Finance (Accounting, Internal Audit, SOX) and Contracts & Pricing team. “Finance Business Partner”.

Created & implemented management approval matrix for Contracts & Pricing to address internal control gaps.

Developed detailed chargeback receivable aging reports to identify high risk areas to drive performance.

Enhanced quarterly reserve processes to ensure business risk is accounted for appropriately.

Finance liaison for all Internal and External Audits, SOX controls, Risk prioritization and staffing levels.

Subject matter expert for chargeback codes and the general ledger accounts that they impact.

Ad hoc projects and reporting needs as identified by the business.

Manager, Financial Planning & Analysis; Pharmaceutical Distribution (Branded Purchasing Finance)

Responsible for $1.5 billion in “Fee for Services” accruals and invoicing for Brand Pharmaceutical Purchases.

Accountable for approximately $250+ million in fee for service accounts receivable balances.

Streamlined all department processes making the team more productive and efficient. Reduced one headcount.

Created new and implemented additional internal control processes to close gaps in accounting controls.

Successfully integrated multiple acquisitions & growth projects into current fee for services processes.

Subject matter expert for acquisition implementations: Borschow, SPD Expansion Project & Kinray.

Prepared supporting documentation for both internal and external audit teams as well as SOX.

Recipient of additional Worldwide Financial Team Leadership award.

Managed three Financial Advisors.

Manager, Credit & Collections; Financial Shared Services

Participated in the hiring and creation of Financial Shared Services call center of 350+ associates.

Developed training tools and collection guidelines to aid in job performance.

Responsible for four Credit & Collections Teams (4 Supervisors and 30+ collectors).

Accountable for all collection efforts for $250,000,000+ in accounts receivable.

Created and implemented new FSSE collection policies and procedures.

Designed and implemented Financial Reporting & operational models for Medical Segment.

Created innovative and new approaches to collections and payment plan procedures.

Participated in three Kaizen events to improve current processes.

Hand picked by FSSE leadership to participate in the Medical segment “order to cash” Kaizen event.

Recipient of “Top Brag” and Worldwide Financial Team Leadership awards.

2004 - 2006 GLOBAL HOME PRODUCTS, INC., Columbus, OH

Global Home Products is a manufacturer and distributor of home cookware, glassware and picture frames. Global Home Products operates as Anchor Hocking, The Burnes Group and as Mirro & Wearever Cookware. Company filed for bankruptcy in April 2006 and subsequntly liquidated in late 2006..

Treasury Manager

Accountable for all Corporate Treasury functions.

Responsible for creating and managing weekly cash flow forecast model.

Approves all Accounts Payable disbursements averaging $7 million weekly.

Responsible for daily Borrowing Base Certificate and all supporting collateral reports for lending banks.

Worked closely with sales and operations teams to prepare sales budgets and forecasts.

Purchased foreign currency as needed for payable disbursements.

Managed one Treasury Analyst.

Corporate Credit Manager

Accountable for the creation of the Corporate Credit Department.

Created and implemented all credit policies and procedures for newly created company.

Wrote test scripts and training documents for the new Credit Department as wells as Accounts Payable.

Incorporated and ensured that all new credit policies operated correctly within the new Oracle ERP system.

Accountable for seamless transition from Newell Credit to GHP Credit.

Accountable for all credit & collections aspects. Approval, collections, risk, budgeting, reporting and analysis.

Responsible for the $75 million credit portfolio.

Managed a staff of three accounts receivable specialists and one customer database coordinator.

2003 - 2004 ELMER'S PRODUCTS, INC., Columbus, OH

A privately held manufacturer of adhesive products. Elmer’s is the most recognizable brand in the adhesives industry. Elmer’s Credit Department outsourced June 1, 2004 resulting from a corporate merger / acquisition.

Credit Manager

Accountable for all credit & collections aspects. Approval, collections, risk, budgeting, reporting and analysis.

Reduced gross A/R by 32%, 60 plus day delinquency by 60% and reduced A/R deductions by 48%.

Responsible for the $35 million credit portfolio and annual trade spending budget of $32 thousand.

Trade Spending program manager responsible for accurate administrating of customer programs.

Collaborated extensively with sales and operations teams on Trade Spending Programs.

Implemented new automated trade spending deductions processes to increase productivity and efficiency.

Created regular financial reporting and analysis for the credit portfolio to drive business performance.

Developed new processes with credit & collections partner to enhance performance and increase cash flow.

Supervised two credit financial analysts, one cash application specialist and one credit clerical.

2001 - 2002 SUBMITORDER, INC., Columbus, OH

A privately held company providing E-Commerce Website fulfillment services to retailers and manufacturers.

Company went out of business mid 2002.

Manager, Contract Administration

Accountable for all revenue aspects of the company. Billing, collections, pricing, budgeting and forecasting.

Increased A/R portfolio aging performance to 80% current from 30% in first four months of employment.

Reduced DSO by 30%, reduced gross A/R by 40% and reduced A/R net bankrupt clients by 70%.

Provided variance analyses including detailed explanations pertaining to revenue forecasts.

Collaborated with sales, operations and finance teams on customer pricing models.

Enhanced billing processes to provide efficient and accurate invoice billings resulting in increased cash flow.

Prepared pricing analyses as related to prospective clients and current clients seeking to renegotiate.

Supervised one revenue associate.

1999 - 2001 MAC TOOLS, DIVISION OF THE STANLEY WORKS, Columbus, OH

A worldwide manufacturer and marketer of mechanics tools. Mac Tools markets their products through mobile traditional distributors and employee managed vehicles.

Senior Financial Analyst

Recipient of two The Stanley Works Management Awards for outstanding performance.

Chosen to perform special initiatives for the Chairman / CEO of The Stanley Works including:

Develop, implement and manage distributor vacant route collection processes.

Streamline delinquent accounts collection processes.

Create a Return On Expenditure analysis by distributor.

Devised and implemented cash rebate incentive program for distributors in an effort to increase sales

Developed sales forecast to implement MAC Tool's first sales projection program by individual distributor.

Responsible for all P&L financial reporting and analysis for the $100 million MAC Advantage Credit Portfolio.

Created regular financial reporting for the MAC Advantage credit portfolio to drive business performance.

Implemented vacant route collection processes which resulted in collections to date of $1.2 million dollars.

Decreased G/L and Subledger A/R unreconciled discrepancies by 75% or approximately $7.5 million dollars.

Reduced time payment balance exceptions by 80% or approximately $3.6 million dollars.

Identified distributor cash shortages through financial analyses resulting in the creation of an audit department.

1996 - 1999 THE LIMITED, INC., Columbus, OH

National specialty retailer with over 5,000 stores doing business as The Limited, Limited Too, Express, Structure, Lane Bryant, Lerner NY, Victoria's Secret and Bath & Body Works.

VICTORIA'S SECRET STORES, Senior Financial Analyst (12/98 - 4/99)

Identified trends, issues and concerns related to shop sales and expenses and recommended corrective actions.

Created, reviewed and adjusted seasonal sales plans for 850+ stores with Regional and District Managers.

Coordinated the month end closing process activities and preparation of all resulting reporting and analyses.

Managed the development of the shop budget process.

VICTORIA'S SECRET STORES, Supervisor, Sales Audit (9/97 - 12/98)

Recipient of two Victoria's Secret Stores Royal Seal Awards for outstanding performance.

Accountable for all of the Sales Audit Department's productivity and efficiency standards.

Reduced credit card charge back losses through process enhancements.

Responsible for the successful implementation of the Island Pacific Sales Audit System upgrade.

Supervised staff of eight accountants and auditors.

LIMITED CREDIT SERVICES, Accounting Manager, Lane Bryant Business Unit (5/96 - 9/97)

Responsible for all accounting functions, financial reporting and accounts payable for the Business Unit.

Accountable for ROA analyses and Income from Credit reports as well as other P & L reporting.

Responsible for the developing, managing and implementation of the Business Unit's budget.

Supervised a staff of four accountants and clerks.

1989 - 1996 PETRIE RETAIL, INC., Secaucus, NJ and Plymouth, MI

National women's specialty retailer with over 1,600 stores and sales in excess of 1 billion dollars annually doing business as Petries, Marianne, Stuarts, Jean Nicole, Winkelman's, MJ Carroll, G+G and Rave.

Accounting Supervisor, Credit Division (6/95 - 5/96)

Developed new procedures and responsible for the prediction of cash flow and expense control.

Managed monthly borrowing base certificate to ensure loan compliance with lending bank.

Responsible for the managing and implementation of all aspects of the Credit Division budget.

Accountable for all accounting functions, accounts payable and financial reporting for the Credit Division.

Supervised a staff of four accountants and clerks.

Customer Service Supervisor, Credit Division (6/94 - 6/95)

Participated in the creation of Accounts Receivable call center of 200+ associates.

Created performance metrics for all aspects of credit call center.

Wrote training scripts and procedure “manuals” to ensure compliance with policies and procedures.

Accountable for customer service performance and productivity standards.

Cross trained in all aspects of credit. Approval, customer service, collections, statements and remittance.

Supervised a staff of thirty customer service representatives.

Budget Analyst, Retail Division (05/93 - 06/94),

Financial Analyst, Retail Division (07/91 - 05/93)

Merchandise Payable Adjuster, Retail Division (7/89 - 7/91)

EDUCATION

RAMAPO COLLEGE OF NEW JERSEY, Mahwah, NJ - B.S., Business Administration, Management, Accounting.



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