Manager Customer Service

Lawrence J. Moyer

***** ****

Overland Park, KS 66214

SUMMARY:

Finance professional with extensive experience in Finance, Accounting, account management, credit strategy, credit operations, contract negotiation, and customer management. Highly motivated with proven managerial skills and excellent operations, finance, root-cause analysis, and process improvement skills. Experienced in management of large staffs, setting credit policy, managing credit operations, collections, account management, wide-ranging operations, finance, accounting, vendor management, contract negotiation, billing operations, business process improvements, fraud detection, and auditing.

PROFESSIONAL EXPERIENCE:

Data Analyst – SEMA (2015 - 2016):

• Worked with customers to reformat and input data to SEMA system for use in multiple auto parts websites. Assisted customers with a variety of issues utilizing Microsoft Excel and other programs to format and input data; assisted users of data to enable use in their websites.

Collection Manager – CWB Services (2012 - 2014):

• Tasked with creating and managing a new collection group for financial company. Steps to create new Collections group included: analyzing collections software and selecting vendor for use; analyzing applicable laws to ensure processes are within all collections laws, designing new processes for group to utilize in collection steps; hiring staff for collections group; and designing applicable reporting to communicate and track results.

Co-Owner – Northridge Properties (2010 - 2012):

• Co-owned home rehabbing business; buying properties, selling properties, construction, plumbing, electrical, etc.

Credit Manager - Embarq / CenturyLink (2005 - 2009):

• Managed Credit Strategy group which analyzed optimal strategy used for setting Consumer and Business Credit Policy. Within this function, recommended the credit policy to follow, focusing on optimizing margins, while also forecasting impacts to revenue, churn, bad debt, and margins. Drove major credit policy change that resulted in multi-million dollar impact to bottom line. Implemented program that inserted Customer Service in the middle of the collections process to determine why Customers weren’t paying, reduced churn significantly and drove better Customer Experience.

• Managed Business Credit Operations function for Embarq. Responsible for ongoing credit checks of new & existing Customers, and determining if an applicant would require deposits, advance payments, or net 30 payments. Reduced bad debt loses and DSO in this role.

• Recommended credit decisions through interaction with Executive Management from Embarq to obtain agreement on these recommendations. Recommendations were analyzed in detail prior to these meetings, nearly always obtained agreement on recommendations.

• Negotiated contracts with multiple credit and collection vendors which saved Embarq hundreds of thousands of dollars annually.

Business Credit Manager - Sprint (2003 - 2005):

• Managed Business Credit Operations group for Sprint, which was a high profile position that interacted with Executive Management from Sprint on a regular basis; included decision making for million dollar + transactions regularly, and required interaction with CEOs, CFOs and other high level personnel from many large companies.

• Analyzed company’s financial status for credit approval or denial for initial and additional services.

• Reviewed and approved or recommended changes for contracts with business Customers.

• Managed group of 14 supervisors and individual contributors, built well functioning and respected team.

• Evaluated credit products to utilize, introduced new products to use in this function, and oversaw a budget of over $2M for vendor and credit expenses.

• Negotiated contracts with multiple credit and collection vendors which saved Sprint hundreds of thousands of dollars annually.

Collections Manager - Sprint (2001 - 2003):

• Recommended and implemented outsourcing of Sprint call center to a collection agency, with savings of several million annually. Negotiated contract with selected vendor including optimal terms and pricing which benefited Sprint.

• Managed recovery of written-off accounts, including management of Outside Collections Agencies (OCAs). Negotiated contracts with OCAs including terms and conditions.

• Negotiated with other telephone companies for billing and collection services, savings of several million

dollars were achieved in this role.

Billing/Accounting Manager - Sprint (1998 - 2001):

• Oversaw inter-company settlements of over $2.2B annually, and Billing and Collection invoice payments of over $100M annually.

• Managed billing operations, contract negotiations with other telephone companies, collections analysis, and fraud prevention.

• Analyzed multiple revenue streams for accuracy and completeness, savings in the millions annually were realized as a result of this function.

• Managed group of 27 individuals, with eight direct reports. Built a well functioning, efficient team.

• Interfaced with Gross Margin Accounting and Marketing Business Units on revenue streams to ensure accurate accounting of revenue and costs from this function.

• Managed payphone compensation & commissioning processes with a payout of over $100M annually.

Implemented new vendor and negotiated beneficial contract terms and pricing for this function which resulted in $.5 million annual savings.

PRIOR WORK HISTORY

*SPRINT - Manager Product Development Marketing, Consumer Marketing.

Coordinated communications and billing issues as liaison between Marketing & Billing Services.

*SPRINT - Analyst / Sr. Analyst / Project Leader / Finance, External Billing.

*INTERNAL REVENUE SERVICE - Tax Examiner.

Served as on the job instructor, received two special achievement awards.

*AMERICAN FAMILY INSURANCE - Insurance Agent.

Ran own multi-line insurance agency, sales and service.

EDUCATION

*Bachelor of Science Degree in Business Finance, Kansas State University, Manhattan, KS 66506.

Additional hours in Accounting, Economics, English and Computer Science.

*Continued Education while at Sprint, Embarq and CenturyLink includes Microsoft software programs

including word, excel, and powerpoint. Credit & Financial Analysis, Respond to Market, Negotiate to

Yes, Quality Team Member Training, Quality Improvement Process Training, SAS Programming,

Problem Solving and Decision Making, Facilitative Leadership, Ethics Training, University of

Excellence courses, Billing Systems courses, and various other courses.

Lawrence J. Moyer

Summary of Qualifications

Finance Manager

Accomplished Senior Manager of Finance with extensive experience in Finance, Contract Negotiation and Management, Credit Strategy, Credit Operations, Collection Strategy & Management, Accounting, Billing, Account Management, and Customer Management. Highly motivated with proven managerial skills and excellent operations, root-cause analysis, and process improvement skills. Experienced in management of large staffs, wide-ranging operations, setting credit policy, managing business credit operations, vendor management, contract negotiation, billing operations, fraud detection and auditing.

• Drove major credit policy change that resulted in multi-million dollar impact to bottom line

while at Embarq.

• Implemented program that inserted Customer Service into the collections process to determine

why Customers weren’t paying, reduced churn significantly and drove better Customer

Experience.

• Managed Business Credit Operations group for Sprint, which was a high profile position that

interacted with Executive Management from Sprint on a regular basis; included decision

making for million dollar + transactions regularly, and required interaction with CEOs, CFOs

and other high level personnel from many large companies. Nominated for Sprint's top Finance

award as a result of business process improvements that I implemented.

• Negotiated all aspects of contracts including terms and pricings with multiple vendors that

saved Sprint and Embarq substantially. Negotiated contracts with D&B, Experian, Equifax,

LexisNexis, and dozens of other telephone companies.

• Recommended and implemented outsourcing of Sprint call center to a collection agency, with

savings of several million annually.

• Managed Sprint’s first debt sale.

• Designed a fraud system that detected and stopped fraud real-time, savings were in the tens of

millions.

• Managed audits of Local Telephone Companies that yielded savings of over $5M for Sprint.

Contact this candidate