Customer Service Manager

WALTER G. LAUER

* ********* ***** *** ****, New York 10956

845-***-**** (H) / 845-***-**** (C) *******@***.***

CONTROLLER ~ ACCOUNTING MANAGER / DIRECTOR

Financial executive with more than 20 years of experience analyzing and implementing financial strategies, developing cost reduction process improvements, and positively impacting corporate profitability and operational performance. Combines analytical and tactical financial expertise with strong qualifications in accounting, syndicated loan operations, internal controls and audits. Innovative problem solver and ‘big picture thinker’ with keen abilities in planning, goal-setting, strategy implementation, and follow-up.

Skilled at partnering finance with core business operations and developing highly productive cross-enterprise alliances.

Excellent interpersonal, negotiation, and communication skills with proven ability to improve employee morale and build rapport with individuals on all levels.

Superb team building specialist with gift for identifying, training, and motivating talented staff and delivering exceptional results.

Budgeting & Forecasting Sarbanes-Oxley Compliance Internal Controls Operations Management

Strategic & Tactical Planning Continuous Process Improvement Relationship Building Audits Accounting Cost Reduction Syndicated Loan Operations Financial Analysis & Reporting

Team Leadership, Mentoring, & Training Financial Planning & Management Small Ticket Leasing Systems Proficiencies: Hyperion Essbase / TM1 Cognos / Microsoft Office Suite

PROFESSIONAL EXPERIENCE

CITIGROUP, Long Island City, New York 1994-Present

Multibillion dollar global banking and financial service provider with over 10,000 employees.

Vice President / Retail Bank Operations Financial Control (2014-Present)

Manage and report the financial impact of all ongoing offshore initiatives owned by the Retail Bank Operations groups. Craft and deliver daily, weekly, and monthly performance reports, financial statements and variance analyses. Liaise with business operations managers to monitor expense, identify and quantify all budget risks and opportunities.

Specific Accomplishments:

Developed a complex model for tracking all related data points in one centralized process.

Built an automated process for the measurement and reporting of offshore unit costs and staff paid productivity.

Identified 30% cost savings related to billing discrepancies.

Senior Vice President / National Check Operations Finance Director (2008-2013)

Defined and directed all financial management functions for National Check Operations Department, providing decisive leadership and direction for 6 officers. Formulated, justified, and managed financial data for $141 million annual operating expense budget. Conducted financial/operational forecasting and cash flow projections, budget management, and reporting. Crafted and delivered daily, weekly, and monthly performance reports, financial statements and variance analyses. Liaised with project managers to monitor expense and ensure compliance with established timelines and budget requirements.

Specific Accomplishments:

Slashed annual operating expense budget from $141 million to $75 million over 4 years.

Devised and executed strategic and tactical action plans, utilizing a business approach to focus on improving financial performance, establishing long-term growth, and maximizing profits.

Spearheaded 50% staff reduction, effectively cutting costs while maintaining highest performance standards and productivity.

continued…

WALTER G. LAUER

Page 2

*******@***.***

CITIGROUP Continued:

Vice President / Program Manager (2005-2007)

Managed and coordinated all incoming lease transactions from independent copier and imaging dealer customers nationwide. Led and motivated team of 4 direct and 19 indirect reports, and provided internal sales support for 10 regional sales managers. Directed all transaction phases, from application input to final lease booking and dealer funding. Teamed with Credit Department in researching and resolving credit deficiencies to facilitate transaction closure.

Specific Accomplishments:

Earned reputation for outstanding customer service, generating new and repeat business by consistently delivering timely and comprehensive solutions/responses and service excellence.

Orchestrated successful closure of satellite processing center, facilitating smooth transition of operations to Mahwah NJ office within 4 months.

Championed and won approval from Senior Management to recruit internal subject matter experts to lead, train, and motivate new team members during relocation, ensuring high levels of customer service throughout transition.

Vice President / Operations Manager (2002-2005)

Held chief leadership and management accountability for the overall support of loans to franchise outlets in the gasoline and quick dining industries, off books/service only portfolio management, and participated/syndicated loan activities. Spearheaded team of 9 officers in analyzing documentation, initiating customer funding and support, and reporting on all portfolios and related general ledger accounts. Planned and executed support for all loan phases, expertly performing quantitative and qualitative, diversified analysis. Coordinated with Product Business Head and Financial Controllers to ensure budgeting and P&L reporting accuracy.

Liaised with internal and external auditors, monitoring and maintaining regulatory compliance, and achieving successful general process audits and Sarbanes Oxley reviews.

Identified and mitigated business and operational risks, driving enhancements in operational performance by instituting core business process improvements and internal controls.

Recruited by Senior Management to perform due diligence on existing operational functions for a $50 million asset purchase from a UK-based company.

Vice President / Treasury Financial Controller (2000-2002)

Directed all financial and accounting functions for the CitiCapital (Leasing Business) Treasury Department, including cash management, P&L reporting, forecasts, and reconciliations. Led and motivated team of 3 staff members. Teamed with Treasurer in facilitating 2 major acquisitions (Copelco Capital and EAB Leasing Corporation).

ADDITIONAL POSITIONS

THE CIT GROUP 2007 Vice President/Transition Manager: Orchestrated successful transition of leasing portfolio upon acquisition from CitiCapital, a division of Citigroup. Maintained efficient business operations and staff supervision while coordinating 6-month transition program.

Note: Additional roles with Citigroup included AVP/Business Analyst (1996-1999); and AVP/Accounting and Proof Manager (1994-1996). Early career history included role as Assistant Treasurer/Analyst for The Chase Manhattan Bank.

EDUCATION

Bachelor of Science 1985, Business Management

Manhattan College, Riverdale, New York

Contact this candidate