Customer Service Project Management

Aaron Ramroop

954-***-**** ● ad5q5r@r.postjobfree.com ● www.linkedin.com/in/aramroop ● North Lauderdale, FL

Over 25 years of progressive management experience with a strong focus on customer service, quality and building effective teams.

Web Collect. Navision . IFS8 . JD Edwards Enterprise One ● Oracle Database ● Sage 100. Citrix Systems ● Insight Software ● AS 400 ● Cash on Time Software ● Links

Microsoft Office: Excel, Word, PowerPoint, Outlook ● People Safe ● Olympus System ● Account Reconciliation ● Project Management

Annual Budgets ● CMS System ● Forecasting ● Senior Management Presentations ● Audit ● Team Development

PROFESSIONAL EXPERIENCE

Office Depot LLC. Head Office, Boca Raton, Florida

Provides Office Supplies, Office Furniture, Water and Beverage Services, Hand Sanitizers and PPE

Collections Manager for the Outsourced Team in Guatemala January 2021 – March 2024

Responsible for business to business (B2B) portfolio consisting of 80,000 customers with an average collection of $275 million per month. Manage an average of 75 Capgemini employees which includes, 3 Managers, 6 Team Leads.

Schedule weekly meeting with collection team to address high risk accounts and recommend solutions to improve collectability

Work closely with Sales (account managers) to ensure a 360 – degree positive customer experience

Attend numerous Teams meeting calls to address issues with account managers. Ask for assistance as deemed necessary

Attend numerous Teams calls with Capgemini team and collection team to address past due balances. Identify roadblocks which are causing delayed payments and address accordingly

Review accounts submitted for Do Not Sell (DNS) by collection team and approve or deny as needed.

Review accounts submitted weekly for agency placement by collection team. Approved and deny as needed. Assign approved accounts in web collect to the designated agency.

Escalates account issues to various departments when collections team is not getting a response.

Analyze and review all weekly reports received from our finance department: Comprehensive Aging, School Aging, Negative invoice report etc.

Survitec Safety Solutions US (Marine Division). Head Office, London UK. Local Locations, Miramar Fl. - Houston Texas

Provides Safety Services and Products to the Marine Industry (All Major Cruise Lines Are Included In Portfolio)

Credit Controller / AR / Collections Manager The Americas June 2019 - Dec. 2020

Responsible for business to business (B2B) portfolio consisting of 5,000 clients across the US, Canada, Brazil and Panama with an average collection of $20 million per month Includes BRL, USD CAD GBP currencies. Managed a staff of 15 team members (includes Brazil, Panama and Vancouver. consistently provided training and guidance to ensure all members are successful.

Rebuiled our Miramar Team with new identified talent to make sure the correct personnel are put in place

Review all ledgers at end of month for all entities (Panama, Brazil, USA and Vancouver) and assign new monthly goals based on Current and past due balances.

Visit clients other entities to review past due invoices as deemed necessary

Worked closely with the sales department to ensure a 360-degree positive customer experience.

Researches, approves, and submits credit requests for client disputed balances due to billing errors and service-related issues.

Analyze new clients credit worthiness through Dun & Bradstreet. Make recommendations to senior management of credit limits

Schedule weekly Teams calls with all entities to review ledgers

Schedule weekly meetings with each collector to review individual ledgers

Garda World, Cash Logistics ● Boca Raton, Florida

Secured transportation firm with business solutions via the processing and daily transportation of $10 billion in currency.

Credit and Collections / AR Manager October 2012 – June 2019

Responsible for business to business (B2B) portfolio consisting of 12,000 clients across the US with an average collection of $50 million per month. Managed a staff of 10 team members and consistently provided training and guidance to ensure each member was successful.

Significantly increased collections by 20% and reduced aging by 15% in the last 5 years.

Assisted in the implementation of Cash On-Time software, serving as both an internal collection tool and a customer portal.

Work closely with cash application team lead to make certain that all incoming cash via Lockbox, ACH and credit cards are posted to client accounts in a timely manner. Prepare a weekly unapplied cash report to determine where cash needs to be posted.

Reduced DSO by focusing on customer conversion from checks to ACH payments.

Partnered with Finance and Treasury to establish accurate cash flow projections as well as to obtain specific DSO goals.

Worked closely with the sales department to ensure a 360-degree positive customer experience.

Researched, approved, and submitted credit requests for client disputed balances due to billing errors and service-related issues.

Analyze new clients credit worthiness through Dun & Bradstreet. Make recommendations to senior management of credit limits

Work closely with in house attorney on bankrupt accounts. Prepare proof of claims and determine the pre- petition and post-petition amounts. Also, analyze the total of preference payments.

CVS Caremark ● Miramar, Florida

Subsidiary of CVS Health; the largest pharmacy healthcare provider in the United States.

Team Lead Accounts Receivable February 2009 – August 2012

Responsible for overseeing the workflow distribution across the vertical to ensure that orders were processed in a timely manner. Supervised approximately 50 AR Reps and provided guidance on escalated calls to ensure superb customer satisfaction.

Achieved 15% reduction in escalated calls by coaching representatives on best practices for the proper handling of customer inquiries.

Improved AR aging with the fiscal year by 20%.

Completed an average of 200 call monitors (recorded and side by side) per month to ensure all calls were handled in a professional manner and also to ensure representatives adhered to HIPPA regulations.

Partnered with departmental leadership on various AR projects to improve efficiency and reduce AR aging.

Utilized JD Edwards, People Sage, and links system to track aged balances as well as to post credit card and electronic check payments.

Applied and updated scheduled work hours for regular and overtime classifications via the Olympus system.

Managed and completed workplace audits for AR Reps monthly, including audits for other sites and assigned errors as necessary.

Monitored all phone extensions through a CMS system to ensure all representatives were consistently paired with the correct phone AUX.

Successfully improved underperforming representatives’ monthly goal through effective coaching and mentoring.

Employment Source Magazine ● Sunrise, Florida

Publishing employment agency with distributions across South Florida.

South Florida Circulation Manager January 2007 – November 2008

Responsible for the circulation of Employment Source Weekly magazine throughout Dade, Broward, and Palm Beach County with an average circulation of 26,500 copies to over 1,400 locations. Managed approximately 14-16 independent contractors including talent recruitment and selection, performance evaluation and termination of contractor services when necessary.

Spearheaded the installation of distribution machinery in various cities and submitted drawings and maps to code enforcement to ensure that all installations adhered to city codes and acquired permits were applicable

Effectively created and implemented an audit tracking tool to pick up percentages by locations, which boosted circulation by 20%.

Evaluated and monitored circulation and routes to identify new opportunities to enhance market visibility and eliminate underperforming locations.

Revamped auditing procedures to ensure that all drivers are in compliance with company policies. Also improved reporting of delivery and return policies to ensure advertisers were being rewarded for their investments.

Prepared weekly contractor and part-time team member payroll.

Miami Herald Publishing Company ● Pembroke Pines, Florida

One of the leading South Florida newspapers for Miami-Dade, Broward and Monroe County.

Assistant Single Copy Manager May 1992 – January 2007

Responsible for sales and increased newspaper circulation. Managed external relationships with retailers, public officials, and other company personnel. Supervised a department of approximately 50 team members with responsibilities for recruitment and selection, training and development, and coaching and counseling.

Prepared and managed an annual Budget of $3.1 million for Single Copy Department.

Forecasted newspaper copies based on various reports, trends, and seasonal draw management.

Tracked sales and returns through a Collier Jackson handheld device, while supporting department objectives of maintaining increasing circulation.

Increased newspaper circulation by an average of 20% through street vendors by introducing an incentive program, where price was reduced based on extra sales volume.

Increased sales volume across the state of Florida by reducing price on Sunday copies; average increase of 15%.

Established competitive pricing for the Sunday Miami Herald in Broward County, first Sunday alone was an increase of 50% and overall increased 22%.

Partnered with Database Manager to ensure all reporting guidelines were followed by both managers and distributors.

Increased all Route Managers goals based on additional locations. Increases were based on area and locations and all managers were held accountable for their objectives.

Increased frequency of route audits to ensure that all routes were being delivered in the designated time frame.

EDUCATION & TRAINING

Broward College ● Hollywood, Florida

Associate of Arts Degree (AA) – Completed General Requirements

Leadership & Management Training:

Albert E. Fitzpatrick Leadership Development Program

Miami Herald Leadership Program

Miami Herald Leadership Development Program

Training Program on Sales and Business Development

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