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Management Manager

Philadelphia, Pennsylvania, 19115, United States
October 31, 2016

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**** * ***** ******

Philadelphia, PA 19115

Phone: 215-***-**** email:


To obtain a challenging leadership position that will allow me to utilize my extensive credit and collections experience to make sound credit decisions thereby reducing delinquency while increasing operational efficiencies.


PHILADELPHIA GAS WORKS, Philadelphia, PA. January 2013- October 2016

Commercial Resource Center (CRC) – Manager

Manage a portfolio of 25,000 active commercial accounts with ultimate responsibility for all collection activities supporting recovery of total arrearage in excess of $10 million.

Provide leadership, guidance and motivation to all team members, and ensure that all subordinates clearly understand the scope of their role and provide training as needed.

Work directly with the Vice President of Collections to provide a strategic snapshot with associated reporting of the collections portfolio highlighting primary accomplishments as well as areas of opportunity and risk.

Developing and implementing a continuous improvement approach encompassing a risk-based methodology which scores accounts based on a behavior-based model and performs collection activity accordingly.

Calculate the Days Sales Outstanding (DSO) and Collection Effectiveness Index and monitor various other collections metrics utilized to drive collections efforts and make adjustments as necessary.

Responsible for negotiating settlement of high risk and/or high dollar accounts while maintaining corporate policies and procedures.

Subject matter expert as a part of a six-sigma group which attempted to increase number of customers on auto-pay and e-bill.

Designed and implementing a presence for Commercial accounts wherein Commercial customers can self-service their accounts online thereby increasing efficiency and reducing overall operational costs.

Engage in proactive collection methods and activity to prevent or significantly reduce the company’s overall exposure to write-offs and consequent bad debt exposure.

Designed specialized collection paths for high dollar accounts that require special handling per the regulations set forth by the Public Utility Commission (PUC).

Part of a team that designed and implemented a program which notified Commercial Landlords of impending liens which reduced the company’s exposure.

Information gateway on Commercial accounts to internal as well as external auditors upon request.

Provide oversight to ensure full compliance with all company, departmental, legal, and regulatory requirements.

Ad-hoc reporting for various levels of management as requested.

PHILADELPHIA GAS WORKS, Philadelphia, PA. November 2010-January 2013

Commercial Resource Center (CRC) – General Supervisor

Responsible for supervising a staff of ten (10) union employees including providing direction and coordinating daily activities taking into account current business practices in a way that maximizes output and minimizes costs.

Manage staff to ensure compliance with the existing CRC policies and recommend changes in policy as required as well as in adherence with the Union’s Collective Bargaining Agreement.

Accountable for the preparation of the monthly bill for the Philadelphia Housing Authority (PHA) and working with them to immediately resolve any discrepancies in billing, usage or any other issues that might arise.

Responsible for reviewing the credit worthiness and extending terms to new commercial accounts looking to obtain gas while guarding PGWs interest and minimizing exposure.

Working with PGW customers to understand their concerns including, but not limited to, metering, billing, new service, liens and settlements for commercial accounts and working internally with the appropriate departments within PGW to resolve these issues keeping the ultimate goal of customer satisfaction and first-call resolution in mind.

Research customer payments and billing discrepancies as required and make recommendations to the Director for refunds as needed.

Serve as a point of contact for all levels of management within PGW to understand issues and escalate to the Director as appropriate.

Successfully implemented the “Go Live” project which enabled CRC to answer calls live which were previously directed to a voicemail box which has allowed for consequent reduced response time, first-call resolution and increased customer satisfaction.

Participated in the modification of the commercial collection path as well as overall accountability to represent CRC working in conjunction with Information Systems (IS) for the testing and implementation of the path. Also responsible for providing the business and executive management a monthly report which highlights the financial impact of the path on commercial collections therefore ensuring optimal performance and continued reduced risk.

Developed a monthly commercial aging report which clearly categorizes commercial accounts with their associated delinquencies and is to be utilized to guide collection activities.

PHILADELPHIA GAS WORKS, Philadelphia, PA. March 2010-November 2010

Credit and Collections – Financial Analyst

Making the daily selection of residential delinquent accounts based on scoring by the Risk Based Collections program, measuring related metrics and making adjustments as necessary.

Perform in-depth data analysis on a variety of topics in the area of Credit and Collections for use by PGW management as requested by the Director.

Compiling information from various business owners with PGW to compile a summary report detailing company performance each month for the Philadelphia Gas Commission as well as ancillary reporting of specific metrics.

Gather and provide credit and collections data for a monthly presentation to the Public Utilities Commission.

Assist Director with special projects as required.

GREATWIDE TRUCKLOAD MANAGEMENT, Langhorne, PA. December 2008-August 2009

Credit and Collections – Credit and Collections Supervisor

Supervised collections of a portfolio containing 3,000+ accounts with active balances while limiting bad debt exposure and controlling DSO and Reduced the total outstanding receivable balance by ~50% ($30MM to $16MM) in 9 months .

Compiled and analyzed aging data on a weekly basis which measured portfolio performance and established related metrics which guided collection efforts.

Participated in the implementation of new software designed to automate the collections of high volume, low dollar accounts.

Analyzed the credit worthiness of new and existing accounts with moderate to high exposure and recommended specific credit terms assigning dollar credit limits based on industry risk, volume of business and other determining factors, involving executive management as necessary

Responsible for the RFP process for new collection agencies as well as streamlining the process of placing delinquent accounts and managing the relationship with these agencies.

Ad-hoc reporting duties for executive management.

PENNOCK COMPANY, Philadelphia PA. September 2005-September 2008

Audit Department - Branch Accounting Supervisor July 2007-September 2008

Managed the collections for the company’s eight branches through routine accounts receivable reviews with local management and identified areas for process improvement which would ultimately increase the company’s profitability.

Conducted internal audits at various locations with the individual business owners and wrote documentation and implemented solutions which were in compliance with the company standards set forth by the Audit Department..

Designed and implemented an accounts receivable aging report which was used to track past due accounts and focus collection efforts thereby reducing the company’s exposure to bad debts.

Processed credit applications and assigned credit limits based on information obtained through credit reports from all three agencies as well as D&B.

Prepared financial information for our external auditors as requested as a part of our annual audit.

Pennock Tri-State – Bookkeeper September 2005-July 2007

Worked with the sales team and management to monitor customer credit limits with the ultimate goal of maximizing sales and reducing the company’s receivables.

Hired, trained and supervised the day-to-day activities of a full-time cashier.

Completed payroll on a weekly basis for 65 employees.

Prepared a daily deposit based on cash receipts.

Provided a weekly financial snapshot to the controller and management based on the branch’s cash flow.

UAL LOYALTY SERVICES, a subsidiary of United Airlines, Chicago, IL. July 2002-August 2005

Corporate Finance - Account Controller

Responsible for all aspects of the monthly closing process including, but not limited to, account reconciliation, journal entries and general ledger analysis using the accounting software Peachtree.

Compiled and presented information to internal and external auditors as requested by the controller.

Provided ongoing assistance to finance staff members and vendors in resolving accounting issues and discrepancies as they arise.

Held responsibility for the approval verification, coding, and payment of vendor invoices as well as for the reconciliation of the aged payables.

Prepared bank deposits, record cash receipts and daily wire transactions, which includes verification and input to revenue analysis and maintain cash receipt files.

Prior to 2002- Various Marketing roles. Selected accomplishments:

Designed and managed a direct mail database using MS Access that housed information on over 15,000 client contacts.

Held responsibility for the identification of the company’s core target market and developing and tracking email marketing campaigns to those markets.

Provided administrative and marketing support as necessary to other departments and interacted with all levels of management on a variety of capacities.


December, 1996 - B.A. in Communication Sciences, Minor in Creative Writing

Temple University, Philadelphia, PA.

December 1998 - Graduate of the "Basic Course in Direct Marketing" offered by the Chicago Association of Direct Marketing, Chicago, IL.


President - Toastmasters International, Northeast Philadelphia Club


PGW Programs: BCCS, AIMS, Lien Management System (LMS), Oracle

Software Packages: MS Office, Peachtree, Word Perfect, Lotus

Platforms: PCs (MS-DOS, Windows 3.1/95/98/NT4.0/2000, VAX(VMS), IBM Mainframe, UNIX, AS400

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