Call Center Services Representative

MICHAEL FALB

Akron, Ohio +1-330-***-**** *********@*****.*** linkedin.com/in/mwfalb/

CREDIT MANAGER/ACCOUNTS RECEIVABLE

A cross-functional leader, recognized throughout career for delivering insight into financial functions to increase operational efficiency. Nurtures and cultivates relationships with clients to drive the success of organizations and build strong working partnerships. Enacts a holistic oversight of businesses, utilizing prior knowledge from work across all functional areas of operations to transform strategies. Successfully reduces risks for businesses by driving the training and development of teams to support necessary change.

Adds value as a Credit Manager/Accounts Receivable within organizations of any size seeking a versatile leader to cultivate strong relationships with customers.

AREAS OF EXPERTISE

Sales Strategies Communication Networking & Negotiating Data & Credit Analysis Project Management Problem Solving Training & Development Operational Efficiency Accounts Receivable Cross-Functional Team Leadership

NOTABLE EXECUTIVE HIGHLIGHTS

Credit Manager North Gateway Tire 2015 – Present

A wholesale tire distributor, selling tires to customers over a wide geographical area.

Supported the management team in introducing strategies to drive response to the COVID-19 Global Pandemic.

Conducting the approval of large orders for the business, evaluating new account applicants.

Responsible for delivering oversight of the collection of receivables, credit line, and account management for the business, as well as processing payments from customers.

Delivered analytical oversight to identify gaps in risk frameworks for the business, making recommendations for process improvements to mitigate risks.

Secured buy-in from senior leadership on the introduction and incorporation of a new payments system to streamline processes and reduce risks to customers.

Delivered consistent revenue collection while maintaining partnerships and relationships with customers.

Collaborated with management and sales teams to increase understanding of effective relationship management.

Created reports for projected bad debt, financial analysis, and daily reports for the Seville wholesale distribution location and for the Medina, Ohio retail establishment.

Provided spreadsheets for accounts receivable to demonstrate data to senior leaders, embedding an understanding of changes across the business.

Successfully reduced past-due receivables by over 25% and bad debt/charge offs by over 75%.

Established relationships with customers, enabling the increased collection of payments from clients.

Technical Services Representative PPG Architectural Coatings 2007 – 2014

An American Fortune 500 company and global supplier of paints, coatings, and specialty materials.

Developed and delivered product support to field personnel, customers, retailers and dealers.

Created and introduced product training programs for call center agents and field personnel.

Increased product knowledge to directly benefit key clients and potential customers.

Acted as warranty administrator for the generation of documents and effective distribution of product warranties in line with specific commercial and residential projects (450 annually).

Delivered feedback to Research and Development, acting as the voice of the customer.

Highlighted potential challenges and steered the mitigation of risk.

Made vital contributions to benchmarking projects for the business, leading the application and evaluation of product performance.

Provided features and benefits regarding product attributes at trade shows and field conferences, delivering training to increase the understanding of products and key capabilities.

Regional Credit Supervisor PPG Architectural Coatings 1997 – 2007

Delivered oversight and performance management for accounts receivable, covering 32 company stores throughout a four-state area with $35M in annual charge sales and over 3,600 active accounts.

Established regular correspondence with sales representatives and district and regional management teams.

Led the distribution of past-due reports to store locations to drive the efficiency of operations.

Effectively monitored customer status through account management and the utilization of credit references and reporting through D&B reports.

Secured timely payments from customers through the continued development of strong working partnerships.

Introduced and led the development of the constructive collections training program to improve past-due percentages for the business, reduce bad-debt charge-offs, and Days Sales Outstanding (DSO).

Met with clients to nurture relationships and create strong working partnerships based on trust.

Identified opportunities to improve partnerships with customers to turnaround challenging relationships.

Integral to district and regional meetings, delivering reports and demonstrating results to resolve problems.

BOARD & VOLUNTARY CONTRIBUTIONS

Board of Trustees Northern Ohio Golf Charities 2009 – Present

Volunteer Reader WEYE Radio Reading Service 1994 – Present

Volunteer Senior Players Championship 1989 – Present

Project Coordinator Habitat for Humanity Present

EDUCATION & PROFESSIONAL DEVELOPMENT

Business Administration University of Akron

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