Credit Risk Customer Service

Charla Williams

***************@*******.***

Mobile: 901-***-**** https://www.linkedin.com/in/charla-williams

Summary

Self-motivated, detail-oriented, versatile and service focused professional with a proven track record of improving financial results through effective strategic credit and collections management in a rapidly changing business environment. Equipped with well-honored interpersonal and communication skills that build positive, effective business relationships. Adept at developing innovative strategies that support sales growth and minimize credit risk.

Professional Experience

Order to Cash Oct .2023-Present

Supports US Market manage proper collection activities and efforts to ensure timely and accurate recovery of this important asset of $46M

Deduction Management-Ensure customer deductions and discrepancies are properly handled and resolved

Standardizing operating activities for all order to cash processes

Analyses collection processes and establishes best practices for all receivable types

Cultivates an environment that encourages maximum productivity and service effectiveness, professional, development, open communication and teamwork

Delivers collection results in alignment with KPI’s and financials targets

Aderes to all internal policies, audit procedures and regulations to ensures full compliance

Collaborates with internal teams i.e, Credit Risk, Customer Service, Cash Apps and Sales to ensure prompt resolution to customer related concerns

Robert Half (PFIER Inc.) (www.pfizer.com)

Memphis, TN 38120

Pharmaceutical Company established for 175 years. Providing health and Well-being of and the plant to deliver breakthroughs around the world in a responsible way. Annual revenue approximately $58.5 billion.

Regional Credit & Collections Analyst Aug. 2020- Jul 2023

Support global customers and growers to identify and resolve billing issues, reconcile accounts and drive monthly collection targets. Analyze processes, improve and effectively implement positive changes. Ability to build strong external and internal cross-functional relationships and demonstrate exceptional organizational skills and attention to detail.

Manage a portfolio of assigned customer receivables 2.3M and work to maximize cash flow by solving customer payment issues

Maintain strong relationships with customer to ensure timely collections and a high degree of accuracy

Full cycle of accounts receivable past due balances including review and monitor A/R Aging Reports, collection targets, send statements and copies of unpaid invoices to customers

Call customers and schedule resolution session to understand the procure- to pay cycles

Identify and recommend process improvements to ensure capacity of significant growth to ensure prompt payment

Provide prompt, efficient, detailed customer-oriented service to customers

Actively seek solutions to customer and sales needs, communicating trends to leadership and suggesting innovative solutions on behalf of the customer experience

Project task force team member responsible for implementing a collection dashboard in Oracle designed to monitor and manage daily workflow of collections

Provide support to various reconciliation projects

Record daily cash received via lock-box, ACH or mailed payments

Monthly recommendation to sr. management on bad debt reserves

Work closely with our billing team to ensure reconciliation of the accounts receivable

Refer accounts to legal and 3rd party when necessary

Indigo Ag,

Memphis, TN 38103 (www.indigoag.com)

Indigo Agriculture is a $600 billion private company involved in Farming, Transport, Carbon and Marketplace transactions and science, yield benefits will help grower profitability while increasing capacity to feed a growing population. For consumers, we can begin to make vital changes in how our food is grown.

Credit & Collections Specialist Aug 2019 to May 2020

Manage the company’s Credit and Collections functions. Oversee the extension of credit to customers and manage the daily collections. Responsible for certain billing functions and accurate reconciliation to the financials. Process all new customer accounts setup, including D&B Reports and credit insurance to establish terms approval and credit limits. Daily Cash Application of ACH, Credit Cards and Lockbox payments. Implement best practice processes, procedures and policies to improve both credit and collections metrics. Report to the CFO and Controller.

Flexibility to handle credit and collections for multiple entities in different industries

Exceptional customer service skills

Analyze existing customer’s payment history, current orders and other pertinent information to set credit limits

Monitor and manage the Credit Hold process

Collaborates with Sales to implement an effective credit control system to resolve issues

National Guard Products/Jordan Aluminum Company

Memphis, TN 38118 (www.ngp.com)

National Guard Products is a privately family-owned company in the Door Hardware Industry. Established since 1935 with a revenue of approximately $2.5 Million.

Independent Contractor Credit Consultant Jun 2019- Aug 2019

Evaluate credit department processes and procedures as an effort to achieve and/or improve best practices and efficiencies. Monitors aging reports to identify delinquent trends. Meets regularly with Sr. Management to review and discuss high risk accounts and determine action plans. Handle all special project assignments to meet company deadlines. Recommend account placements for third party collection.

Possess strong critical thinking and decision-making skills.

Maximizing revenue and mitigating credit risk.

Collaborates with Sales Management and Finance to identify control systems to effectively minimize bad debt and increase recoveries

Facilitate special projects and implementation of procedures and processes.

Sysco Memphis, LLC

Memphis, TN (www.sysco.com)

Sysco is a $57 billion, public American multinational corporation involved in marketing and distributing food products to restaurants healthcare and educational facilities, hospitality businesses like hotels and inns, and wholesale to other companies that provide foodservice.

Credit Manager Jan 2015- May 2019

Oversee the day-to-day responsibilities of the credit functions. Three direct reports. Report to CFO. Enforced credit policies, procedures and practices for an accounts receivables balance of $35M. Maintained accurate customer records. Monitored trends of the daily sales outstanding (DSO), best possible DSO and AR percent current metrics. Monitored payment patterns as an effort to mitigate delinquency and manage risk. Identify high risk accounts and collaborate with senior management on action plans. Chaired the Credit Committee meeting with upper management to administer proper oversight of the credit function. Managed new account setup process, review credit applications for new customers and establish payment terms. Minimized bad debt and pursued collection of write-off accounts. Referred accounts to 3rd party collection and participate in court appearances.

●Improved the department's daily sales outstanding (DSO) collections rate by (10%), improved percent current from 75% to 82% and reduced bad debt by 30% by ensuring monthly key performance indicators are met and conducting activities according to federal and state regulations

●Protected company’s capital position through audits of uncollected AR and unapplied cash

●Ensured the staff received continued growth and development by promoting core principles of competencies and operating standards

●Improved percent current and DSO metrics for the three sales districts under management

●Received company credit clerk recognition award for the “Most Improved credit performance”

CHARLA WILLIAMS, PAGE TWO

Credit Analyst Jan 2008 - Jan 2015

Analyzed credit reports and financial statements to evaluate risk and assign credit terms. Reviewed and evaluated personal guarantees, tax returns, bank and trade references, and AR aging to identify strengths and weaknesses as pertaining to new and existing customers. Worked closely with Sales and Operations departments to resolve past due issues and disputes. Made recommendations to department management on potential bad debt accounts. Report to Director of Credit.

Credit function oversight for five sales districts with highest risk profile and AR balance for the company. Estimated AR balance under management of $8M. Support to 40-45 sales representatives and 800-900 customers

Consistently over delivered performance of DSO and percent current metrics against company goals

Developed a more efficient and effective process for the handling of returned check and ACH payments, with a timely communication with the customer and resolution for the open AR balance, that resulted in a decrease of the volume of returned payments for the company

High quality of performance resulted in a promotion to Credit Manager

Senior Credit Coordinator Jan 2005 to Jan 2008

Facilitate execution of special projects within the credit department. Work cross functionally to develop best in class processes and instill procedures for credit risk improvement for the organization. Report to Director of Credit

Lead the effort of sales tax certificates review to ensure compliance and mitigate risk during sales tax state audits

Developed a database of email addresses for the customer base to insure successful transition of the customer statement process from paper to digital delivery

Successfully lead a project to convert customers with cash on delivery payment terms to prepayment or 1-3 days payment terms as an effort to reduce safety risk of collection for product delivery drivers

Administered a project of collection of audited financial statements from customers with an AR balance more than $50 thousand dollars to facilitate credit collections decision making process

Achieved multiple awards for outstanding credit customer service

Promotion to Credit Analyst

Education & Certifications

CHARLA WILLIAMS, PAGE THREE

National Association of Credit Management (NACM) Roadmap CBF Memphis, TN 2015 -current

Sysco Interactive University 2014- 2017

Anti-Trust, Contracts Compliance, Business Law, Business Writing, MS Excel Series, Advanced Formats and Layouts, Presenting Data using Conditional Formatting and Sparklines, Presenting Data in Tables and Charts, Manipulating Data and Formatting Cells and Worksheets.

Graduate of Global College of Natural Medicine Santa Cruz, CA August 2008

Systems

MS Excel; MS Office 365 Suite; AS400; SAP, ERP, Access, Business Objects, Quick Base, Salesforce Dynamics & Oracle.

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