Collections Manager
Resume:
RESUME
MARIA JENNIFER DICHE ESPENIDA
Order to Cash Process Manager
I have almost 14 years working experiences in Finance and Accounting field with specialization in End to End Order to Cash processes. 5 years in a Managerial role with People Management Skills. Also, I have Project Management Skills with Lean Six Sigma Certification. WORKING EXPERIENCE CONTACT DETAILS
LANGUAGES
SKILLS & QUALITIES
ADDRESS:
Blk 4 Lot 45 Sta. Elena Village,
Brgy. San Jose Antipolo City,
Rizal 1870 Philippines
MOBILE NUMBER:
EMAIL ADDRESS:
adarme@r.postjobfree.com
LINDE GAS ASIA PTE. LTD. – ROHQ MAY 2016 – June 2019 Order to Cash Process Manager
o Strategically manage the credit management functions for the RSE Region or South East Asia Countries e.g. (Philippines, Singapore, Malaysia, Indonesia, Thailand, India, Bangladesh, & Vietnam) – regional provision and manage the billing functions and revenue collection activities in the Customer Service Centre
o Deliver class leading debtor performance and cash collection targets. Achieving consistent year on year DSO reduction and fully maximizing business cash flow o Lead HPO Best Commercial Practice & BOP in credit management, taking input from other regions and wider business environment
o Lead migration from country to shared services with subsequent benefit extraction
o Work in partnership with FiCo/Country Finance to ensure regional inputs incorporated within respective shared services and country revenue mgt strategies & provide upward inputs re future direction. o Ensures fully effective processes in place to reduce any backlogs and to provide the clearest direction in the credit management cycle – application of levers such as Dunning and Charging of overdue interest
o Perform comprehensive analysis of business warehouse reports to understand trends, and develop appropriate programs
o Maximize the resources assigned to the Shared Services and Country Satellite functions, ensuring consistency of performance and reductions in cost to collect KPI’s and adherence to SLA. /KPI and HPO targets o Working in partnership to create innovative ideas to improve service to customers and enhance the collection of monies owed. o Develop overall business awareness of debtor and cash-flow performance, training other functions and attending cross functional meetings. o Sets clear agenda re performance objectives based on targets for revenue. Intention to reduce DSO’s consistently, reduce bad debt exposure and strategically manage aged debt.
o Uses analytical skills to gain wider understanding of trends and reasons for slippage then takes steps to tackle these
o Enhanced use of credit system and structured process - Intention to achieve consistency and transparent and fair way of handling customers. o Defines credit management policy and ensures business compliance. o Develop staff through coaching, training and personal development plans to contribute effectively within the business.
ENGLISH 95%
FILIPINO 100%
SAP SYSTEM 100%
ERP SYSTEM 95%
SALESFORCE TOOL 100%
GETPAID TOOL 95%
SHAREPOINT SYSTEM 95%
MICROSOFT OFFICE 100%
WORD
EXCEL
POWERPOINT
VISIO
OUTLOOK
SIX SIGMA TOOLS 95%
PROJECT
MANAGEMENT 100%
2
AWARDS RECEIVED
o Fully establishes a coordinated Regional / Country credit policy & processes to help drive the required services to internal and external customers o Leads regular cross- functional meetings to discuss business updates, improvements and issues
o Works with the business at senior levels to ensure credit management strategies and target compliance are implemented, tracked and achieved with feedback obtained on their effectiveness
o Works with Regional Pricing Manager / Regional CS and BCP & FiCo managers to ensure Global/Regional/Country KPI’s requirements are met and effectively reported against
o Work with the respective Sales / CAM /Commercial teams to understand greater opportunities to progressively improve cash flow and reduce aged debt o Report progress with the functional area according to global and regional KPI’s. o Promote corporate values of the company
MAERSK GLOBAL SERVICE CENTRE JULY 2010 – FEBRUARY 2016 Collections Team Manager - France Cluster (Sept 2014 – Feb 2016) o Manage the Credit & Cash Accounts for a specific cluster for Maersk Line. o Responsible for KC, Local & PDC outstanding and collection strategy. Ensure that targets (DSO, OD %) are met.
o Manage and maintain collections for a group of clients consisting of but not limited to Key Clients and local clients to ensure timely collection of all invoice types including Freight Invoices (Import & export), Detention & Demurrage and miscellaneous port charges.
o To ensure compliance with cluster specific SLA’s and requirements including but not limited to business rules and regulatory requirements (country specific).
o Ensure all accounts are being managed in accordance with MAERSK business rules (GBP’s), collections strategy and workflow guidelines. o Monitor and improve team performance against KPI’s including phone times, number of calls made, call quality, customer engagement. o To ensure timely and effective communication of collections activity including escalation matters back to CFOM, CFO and GSC Collections Centre Manager as well as all relevant internal stakeholders. Demonstrate clear and effective communication with all internal stakeholders and external clients, with internal GSC delivery teams as required.
o Responsible for the day to day management of team members for the cluster. o People management, coaching, development. To coach and develop a team of Collections Associates and Collections Analysts for a specific cluster. Engage in coaching and development activities, including performance appraisals ongoing coaching activities and performance management. Engage in regular coaching and development with Direct Reports.
o Generate reports for CFOM and GSC Collections center manager including weekly cash flow forecasts.
o Identify areas for improvement and work with CFOM and GSC Collections Centre Manager to drive improved working capital performance. o Demonstrate the ability to manage a small specialist team, identify and groom talent.
o Proactively manage team attrition. Identify and monitor underperformance on both a cluster and collector level and take relevant steps to mitigate risk. December 2017
Process Excellence Global and
Annual Awardee for being
“Best Sustainable
Transformation of our
Processes”
Linde Global Services– Manila
May 2017
Leader of the Quarter (Asia
One Region)
Linde Global Services– Manila
May 2017
Best Sustainable
Transformation of our
Process (Process Excellence
Global Awardee)
Linde Global Services– Manila
May 2017
Team Excellence Award (OTC
- Credit Management Team)
Linde Global Services– Manila
October 2013
We are delighted Award
Maersk Global Service Center
April 2013
PEX Lean Six Sigma Yellow
Belt Certification
Maersk Global Service Center
March 2013
Star Awardee – For Analytics
Team
Maersk Global Service Center
December 2012
Customer Engagement
Awardees – For Collections
Team
Maersk Global Service Center
2010 – 2011
3rd Star Awardees – For
Dispute Team
Spot Award for being in the
TOP 10 Dispute Processors -
for Dispute Team
Customer Engagement
Awardees- For Dispute Team
Maersk Global Service Center
3
TRAININGS ATTENDED
TRAVEL OPPORTUNITY
o Engage in performance management to ensure each collector maintains relevant skill level to perform role. Recognize individual success and team contribution. Identify training and development improvement areas and drive training initiatives relevant to the collection process in partnership with Learning & Development.
o Maintain and Improve cluster performance with regards to DSO/BDSO, OD. o Ensure adequate and effective follow up process (sending statements, calling customers etc.) is in place and executed.
Senior Collection Analyst- United Kingdom & Ireland Cluster (Sept 2012 – Sept 2014)
o Create and send statement of accounts to clients o Review and modify statements of account and ensure appropriate attention to detail and that they fall in line with SLAs and client requirements o Review business reports & identify invoices outstanding and generate call lists for collectors daily
o Review on-account payments and advise order to cash team of where payments should be applied
o Act as the communication interface between Order to Cash and the collections team
o Monitor payment application and supply relevant updates to the OTC team o Monitor daily emails and ensure these are either responded to or forwarded to the correct department/escalation point in a timely and accurate manner o Monitor AFR releases and liaise with internal customer support functions to ensure payment is received and goods are released in a timely manner o Liaise with in-country coordinator, sales persons where necessary o Organize automatic dunning of customers depending on age, type of debt and record dunning information accordingly
o Monitor disputes logged in FSCM and act as a coordinator in necessary cases o Escalate matters to either the WKC Collector or WKC Supervisor in a timely and efficient manner
o Monitor feedback/outcomes generated by collectors and ensure issues are escalated to the correct managers or logged in the correct systems for follow up
o Update relevant systems with information regarding credit suspension, withheld freight etc.
o Work closely with cluster management & collections manager to ensure that workflow processes are being met and critical matters are being escalated in a timely and efficient manner
o Monitor credit worthiness of clients, provide updates to management regarding findings
Finance and Accounting Specialist – France Dispute Team (July 2010 - Sept 2012)
o Conducts internal audit for company’s invoicing process o Reviews contracts and pricing
o Verifies container movements and shipment schedules o Resolves issues related to unpaid invoices
o Coordinates resolution to Sales/Customer Service and o Order-to-Cash Department
o Monitors key client accounts
o Promotes good camaraderie with business stakeholders o Generates ad hoc reports
o Registers customer disputes in SAP
June 27-28, 2016
“Project Management 201”
Presenter: (Course Director)
Mary Rose Chua-Rawat, SAS
Management Inc. PMI
Registered Education
Provider#4276
Linde Global Services– Manila
June 17-18, 2015
“Presentation Skills – Smart
Presentation with
PowerPoint Practice”
Maersk Global Service Center
March 17, 2015
“Optimize Training –
Optimize, Planning and
Prioritization”
Maersk Global Service Center
July 18-19, 2013
“Speak Smart Program”
Maersk Global Service Center
April 2-4, 2013
“PEX Lean Six Sigma Yellow
Belt Training”
Maersk Global Service Center
May 28-June 23, 2018
“Documentation of Credit
Management Collection
Front End Process”
Linde Gas PTE LTD – Bangna
Thailand Office
May 6-16, 2018
“Facilitating the
Implementation of Salesforce
CRM System”
Linde Gas PTE LTD – Bangna
Thailand Office
November 22-30, 2014
“Top Management Business
Process Improvement
Meeting”
Maersk - Le Havre France
Office
January 10 –28, 2011
“Collection Disputes Local
Process Migration”
Maersk - Le Havre France
Office
4
REFERENCE PERSON
EVACARE MANAGEMENT CONSULTANCY, INC. SEPT 2009 – APRIL 2010 Accounts Receivable/Biller and Payroll Accountant
o Billing and collect receivables between insured, insurance companies and regulatory agencies in compliance with existing and changing rules and regulations.
o Maintain and verify financial records
o Verify, allocate, and post details of transaction to proper account o Prepare reports documenting and aging accounts receivable o Prepare journal entries and perform various reconciliation, including bank and general ledger accounts
o Prepare payroll, including paying taxes, garnishments, union dues, etc. o Preparing proper payroll summary and reports
o Prepares termination/Interim check request
UNISTAR CREDIT AND FINANCE CORP. OCT 2007 – AUG 2009 Senior Finance Specialist
o Monitoring daily collections on SAP PORTAL SYSTEM. o Bank Reconciliation – verifying collections vs. deposits, identifying other deposits such as (Postdated checks, direct deposit, & Inter branch payment) balancing Bank accounts to Books.
o Monitoring daily collection per branches vs. Bank Records such as (Deposit Slip, Passbooks, & Bills Payment)
o Auditing and investigating branches w/ delayed deposits and un-deposited collection, verifying series of issued Official receipts, and Provisionary receipts. o Special assignment - Conducts Audit on branches. o Petty cash fund replenishment, Loans payable, Fund transfer, Supplies expense, etc.
CVM PAWNSHOP AND MONEY CHANGER CORP. APR 2005 – OCT 2007 Purchasing Supervisor/ Treasury Accountant
o Monitoring of Office Supplies, Construction Supplies, Maintenance Supplies, & Furniture & Fixtures, Processing purchase order (canvass, buying, & ordering goods), In charge in Monthly Inventory of Supplies, in charge in negotiating with the Suppliers and in Decision Making in ordering supplies or goods. In charge in Renovations or Opening of the Branches.
o In charge in all Bank Transactions - Withdrawals and encashment of Revolving Fund, Deposits of collections (Pesos, Dollars, and all foreign currencies.) o Petty Cash Fund Replenishment
Ms. Emie Gonzales
Center Process Expert –
Regional Manager Role
Linde Global Services– Manila
Contact Number:
Ms. Sheila Marie Reyes
Regional OTC Process
Manager
Linde Global Services– Manila
Contact Number:
Mr. Gerald Silva Valeros
Head – Recruitment and
Sourcing
Lexie Staffing & Business
Consulting
Contact Number:
5
PROJECT IMPLEMENTED
LINDE GAS ASIA PTE. LTD. – ROHQ July 31, 2018 – March 31, 2019 Project Title: “Root Cause Analysis for Credit Notes Reduction – Malaysia & Indonesia Countries”
o Design and create a Root Cause Analysis process for the reasons of Credit Note creation and implement it within the Credit Management Team to perform the proper investigation
o Create an Escalation Matrix identifying Root Cause of Disputes and corresponding action party
o Create and generate a report to monitor the improvement trend of Credit note reduction
o Coordination and communication with the identified DRI’s (Direct Responsible Individual)
o Ensure definition and implementation of corrective and preventive action for sustainable reduction of Credit notes
LINDE GAS ASIA – Thailand Office May 28-June 23, 2018 Project Title: “Credit Management Process Documentation – Collection Front End Process”
This is to create documentations for Credit Management Collection Front End Processes via below details;
o Job Aid (detailed step by step process with screenshots) o DTP/ Desktop Procedure (High-Level process documentation) o e.g. “Process Maps, SIPOC, RACI, Control Points, KPI & SLA” o Usage of Uperform System to record the process steps o Creation of Uperform course (DTP + Process Steps Recording) for New Employee on Boarding Materials
o Facilitated training to SME's, Supervisors, Process Managers, & Collection Head for their future reference on their process documentation in case future revision needed
LINDE GAS ASIA PTE. LTD. – ROHQ July 2016 – Oct 2016 Project Title: “Collection Dispute Process via Telequery SAP System” Project Description:
o Implementation of Collection Dispute Process via Telequery SAP System o Can generate a report to monitor resolution of logged Queries & Disputes o Updated Escalation Matrix identifying disputes (reason code) and corresponding action party
o Define Credit Management process related to Collection Disputes o Project Objective and Benefits:
o Improve Collection of Disputed Invoices and zero-out Aging Disputes o Improve DSO & AR Performance
o Visibility on Business Impact of Disputed Invoices o Visibility of Disputes per Customer account & per Invoice level o Visibility on Root Causes per concerned party for every Collection Disputes raised
o To address disputed invoices on a timely manner
6
MAERSK GLOBAL SERVICE CENTER May 2013 – Nov 2013
Project Title: “PEX Lean Six Sigma Yellow Belt Certification Project - Standardization and Optimizations of Collection Process” Project Description:
o Overdue measurement is one of the essential factors affecting collections objectives
o One of the main causes is low customer engagement due to undefined split of task by the collector and the analyst which resulted into rework and which causes the increase of overdue measurements and uncollectible invoices o The aim of this project is to increase customer engagement by increasing the collector’s outbound and inbound calls and decrease outstanding invoices. Which delivers customer satisfaction and assurance that their queries will be attended properly and quickly. It also delivers collector's confidence that they can easily execute collections process well
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