Customer Service Manager
Resume:
CARMEN M. RUIZ
Methuen, MA ****4
Phone: 978-***-****
adbukx@r.postjobfree.com
EMPLOYMENT HISTORY
October 2019 to Present
Cerence, Burlington, MA
Accounts Receivable Lead Specialist
•Responsible for credit worthiness analysis, including credit limit recommendations
•Maintain accurate collection notes
•Global Bad Debt Reviews
•Perform North American customer collection calls and customer account reconciliations
•Access customer A/R portals to gather required information
•Perform global A/R report generation, including consolidation
•Prepare global DSO reporting and analysis
•Assist with global cash flow forecasting and other reporting requirements
•Ensure all tax-related documentation is properly recorded and on file
June 2019 to September 2019 – Contractor
Cytel, Waltham, MA
Senior Accountant
•Responsible for Order to Cash process, including generating/sending SaaS, PBS, Consulting and Software invoices to customers
•Worked closely with project management team to resolve issues
•Supported Dovico time system to ensure proper project time code management
•Assisted with analysis of A/R Aging and collections efforts
•Ad-hoc tasks for ERP implementation
April 2016 to April 2019
Instrumentation Laboratory, Bedford, MA
Credit & Collections Manager
•Oversaw A/R and Credit & Collections across multiple companies, managing and directing a five member team.
•Reviewed A/R portfolios (totaling ~$90M) to monitor workload, aging of receivables and DSO.
•Coach team to get customer to discuss the account, develop/maintain a systematic follow-up and prompt collection.
•Responsible for the claims resolution process, which included working closely with Customer Service and Sales to resolve any issues related to orders/invoices, pricing and related discounts in an organized and timely manner.
•Monitored processes and procedures for evaluating customers’ credit worthiness and setting and changing credit lines/limits, as well as credit holds.
•Analyzed problem and delinquent accounts and provide regular receivables updates to management, including recommendations for resolution to ensure reasonable collect-ability/revenue recognition.
•Identifed accounts requiring collection agency or legal action and coordinate collections with third party contractors.
•Reviewed daily over credit limit accounts (exposure report) and take appropriate action, including releasing orders that meet standard terms and conditions to meet customer's needs.
•Assisted with the month end close process, which includes preparing A/R reconciliations.
April 2013 to March 2016
PEOPLEFLUENT, INC., Waltham, MA
Credit & Collections Manager
•Established collection process on a combined $28M A/R portfolio residing in two separate ERP systems across six subsidiaries with little to no prior collection activity resulting in 63% increased cash collections.
•Reduced A/R greater than 60 days past due by 23% by assisting with collections.
•Assisted in creating an A/R issues list to track credit memos, write-offs for month end close and to recommend process improvements with the goal of improving delinquency rates and ensuring proper revenue recognition.
•Provided feedback and insight to Management regarding trends in delinquency and collect-ability of customer accounts that would impact the financial performance of the company and revenue recognition guidelines.
•Prepared cash targets and over 60 reduction metrics, cash receipts reports, sales returns and allowances and bad-debt allowances for all subsidiaries. Ran weekly meetings with Collections team to monitor collection activity.
•Interacted with Revenue, Sales/Services and Legal to report unresolved payments.
January 2009 to April 2013
ASPECT SOFTWARE, INC., Chelmsford, MA
Order Management Credit Analyst
•Reviewed and validated all booking packages in accordance to the booking and revenue policies.
•Developed one-to-one relationships with partners in each country by understanding global nuances and differences.
•Liaised with sales associates, operations and distribution to facilitate product delivery.
•Managed credit risk by assessing country risk and incorporating creative alternatives to open credit terms.
•Maintained a healthy A/R portfolio despite the increased debt collection problems faced in Latin America.
October 2001 to January 2009
PHILIPS MEDICAL SYSTEMS, Andover, MA
Credit Analyst, Credit Collections Support, Customer Service Account Representative
•Analyzed credit risk based on financial statements, trade references and payment history to set and monitor credit limits.
•Managed processes associated with bankruptcies, including filing the proof of claim with the court.
•Liaised with internal auditors to reduce potential exposure to risk.
•Assisted Credit Manager to align Philips Healthcare with Global Sales and Service NA Credit process & policy.
•Managed delinquent accounts and cash forecasting.
August 2000 to April 2001
NORTEL NETWORKS, Billerica, MA
Order Account Manager
•Reviewed incoming orders to validate pricing and product configurations in accordance with requirements.
•Processed all customer orders, requests, and hold reports, on a timely manner.
•Issued debits and/or credits as needed to assist Finance in timely collections.
•Negotiated with materials’ management, product fulfillment and/or manufacturing to meet customer deadlines.
September 1994 to August 2000
SMITH & NEPHEW, INC., Andover, MA
Senior International Customer Service Rep., Collection Specialist I
•Performed global customer service activities including preparing quotes and processing product returns.
•Liaised with A/R to implement payment plan for Latin American countries.
•Performed timely collections while reducing DSO.
•Analyzed past due accounts to identify marginal accounts for Bad Debt reserves.
EDUCATION
Southern New Hampshire University
B.S. - Business Studies
SKILLS
Computer: Microsoft Excel, Word, PowerPoint; SAP.
Languages: English and Spanish
ERP Systems: SAP, Oracle, NetSuite, Great Plains and Workday
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