Customer Service Account Manager
Resume:
JAMES A THOMASON JR
Ingleside IL 60041-9538
**********@*****.***
CAREER SUMMARY
Innovative business management professional with experience in credit, credit analysis, sales, quality control, and operations. Excellent sales and marketing skills. Excels at obtaining results by addressing customer focused issues. Utilizes a flexible management style with strong customer service skills to maintain a high level of customer satisfaction. Excellent at turn-around situations.
PROFESSIONAL EXPERIENCE
Roto-Rooter Services Company
Largest plumbing company in the United States. Worked from Glenview branch office.
Credit & Collections
Responsible for collecting on commercial accounts and establishing new accounts.
Maintained solid record of collections for branch.
Also responsible for various office functions including customer service.
Handled customer complaints in accordance with policy and arranged all credits and refunds as needed.
Veritas Business Information Inc
International commercial credit reporting agency located in New Haven CT and a subsidiary of Coface
National Account Manager
Responsible for both new sales and continuing business Mid West Region.
Successfully handled both new sales, marketing and development plus servicing of existing customer base.
Responsible for the implementation of @rating line of products developed by parent firm Coface Group (the world’s largest credit insurer).
Deutsche Financial Services
Consumer finance company based in Deerfield IL and a unit of Deutsche Bank
Account Analyst
Collected and reconciled delinquent accounts. Processed consumer finance loan applications. Researched and resolved customer service issues.
Achieved payment of late payments and fees plus maintained customer satisfaction by negotiating with customers within all policy guidelines.
Increased revenue and improved both vendor and customer relations by reviewing high-risk applicants for best option for credit approval.
Consistently among leaders in both production and dollars collected.
Express Personnel Services
Employment agency located in Vernon Hills IL
Marketing Manager
Responsible for new account development and marketing including direct mail campaign for local employment agency.
Increased new business to give a wider customer base for stability and offset reliance on a limited few customers.
Maintained high customer satisfaction.
Dun & Bradstreet
Commercial credit and business information firm. Worked in New York City NY, Brooklyn NY, Allentown PA.
General Manager – DUNS Name Match
Successfully developed and marketed an integrated flexible matching system. Responsible for on-going operations in start-up operation.
Achieved 30% cost reduction with 60% time reduction and 50% error reduction.
Substantial increase in flexibility – vital to successfully handling a wide range of customers and needs.
Prepared all manuals and promotional material with redesign.
Customer service stress resulted in increased volumes.
Senior Account Manager DUN Trade
Managed national department responsible for obtaining and handling trade payment data.
Exceeded department top-level goals in all areas of measurement – volume, flow, and participation.
Developed formalized training programs including Acceptable Files Program.
Successfully handled relocation despite significant loss of personnel.
Previously held various increasingly responsible positions at both the national and local office level within D&B: Regional Account Manager, Divisional Operations Manager, Staff Assistant, Member National Rating Committee, Credit Reporter/Analyst. Management positions were general, staff and line in both start-up and on-going situations. Well versed in all phases of credit and financial analysis.
Also worked numerous credit and collection contract positions on contract basis for various companies and agencies.
EDUCATION
Lake Forest College, Lake Forest, IL
B.A., Economics
PROFESSIONAL DEVELOPMENT
Management seminars and classes throughout career including public speaking situations
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