Customer Service Manager

Juliana Kelso

** **** ******, *********, *** Jersey 07004 201-***-**** Email: *******@***.***

OBJECTIVE: Management position in accounts receivable/credit and collections where over 20 years of experience will add value to operations

Summary of Qualifications

Team leader and player, able to work independently and with multi-disciplinary team, attention to detail, decision maker, personable, productive and imaginative

Experience and Accomplishments

Assistant Credit and Collections Manager 9/09 to 4/10

R & R Marketing, West Caldwell, NJ

• Trained in the policies and procedures of the department to assume the Credit Manager position.

• Responsible for enforcing detailed ABC regulations with posting delinquent customers.

• Reported and updated ABC State site alerting them to clients not in compliance with regulations.

• Reviewed Non Sufficient Fund checks and directed sales to recoup payment and fees.

• Liaison with over 100 sales personnel to maintain open terms with their customer base.

• Processed and applied daily cash/check payments made to office location.

• Handled and managed all direct deposits made by either sales or client on a daily basis.

• Verified all COD orders to drivers at time of delivery and changed status' on financial system to correspond to State system.

• Developed first, in-depth step-by-step instruction manual for each of the functions within the department now utilized as the training manual.

• First hand contact with high maintenance customers working to resolve payment issues.

Credit/Collection and Accounts Receivable Manager 05/08--9/09

Mitsui Foods International, Norwood, New Jersey

• Established written collection policies to meet audit requirements.

• Worked with parent company to design a credit risk program, which incorporates the purchasing side of business.

• Approved and released all On-Hold orders.

• Developed credit limit policies and assigned or re-assigned limits to all current and new accounts.

• Recommended changes and assisted in the design and development of system workflow improvements.

• Developed receivable management reports for each division of company, which identifies delinquencies in their areas.

• Mentored collection staff in the practices of contacting customers along with proper follow up techniques.

• Researched Credit Insurance Agencies and supplied pertinent documents and statistics for insurance quotes.

• Monitored assigned area’s receivables and charge backs.

• Held training sessions with company’s sales, collectors and support staffs in new policies and procedures.

• Researched and resolved short payments for designated area.

Consultant, Project Management- 05/07 – 05/08

Matheson Tri-Gas, Inc., Basking Ridge, New Jersey

• Ongoing consulting on various projects including but not limited to Accounts Receivable/Credit and Collections.

• Spearheaded the relocation and storage of a large company’s documents/records to ensure compliance (from record classification to storage to destruction) with new security policy.

Consultant, Relocation 1/07 – 5/07

Matheson Tri-Gas, Inc., Basking Ridge, New Jersey

In charge of relocating 60 employees, equipment and office furnishing for eight hundred million dollar a year company to new headquarters in central New Jersey

Planned and successfully coordinated all aspects of relocation to include:

Researched and selected vendors in areas of furniture purchases and leasing, cubicle design and planning, and office moving

Overall planning authority for project timeline preparation and initiation

Prepared comprehensive project timeline and budget approved by the VP of Finance

Orchestrated move with internal departments and set priority requirements

Worked with Contractors, Building Management and Architect after relocation to finalize all work was performed to specifications and executed walk-through with each contractor

Continued training of new Manager, Customer Financial Services

Completed move on schedule within amended budget with minimal workflow interruption

Manager, Customer Financial Services, 8/96 – 12/06

Matheson Tri-Gas, Inc., Parsippany, New Jersey

Managed staff of six Collectors, two Cash Applicators and one Control Coordinator

Trained and developed staff through organized in-house and outside seminars in such subjects as Customer Service and Excel to improve team’s overall efficiency and effectiveness

Evaluated staff performance to include mentoring, skill development training, and disciplinary action when necessary

Oversaw enforcement of company’s credit and collection policies, practices and procedures to ensure financial objectives met

Teamed with IT to help design, develop, test new web-based credit card processing system which in turn showed a timesaving of 5 hours of manual application per day

Supervised the month end and year-end closings to assure the accurate processing of accounts receivable information and submit applicable reports

Managed the training of sales personnel in the policies and procedures of the Financial Services Department and advised Sales and/or Customer Service on any or all quality improvements relating to the department and/or Company

Utilized D&B’s RAM system and Trade References for determining credit worthiness of client base

Negotiated payment plans with past due customers and in the case of default, turned over accounts to either company’s legal department or outside agency

Reduced cash application process by consolidating three major application screens to one

Developed strategy to reduce and prevent charge backs, which in turn reduced item count from 1200 to 600 within 6 months

Contracted with and monitored outside collection agencies, reviewing yearly those accounts submitted against accounts collected. Made recommendations if ratio was low

Analyzed and devised successful method to improve cash applications from 120 to 600 checks per day

Approved credit lines set by collection staff and responsible for setting limits on high dollar customers after reviewing all background reporting and in some cases, speaking directly to the client

Worked with Accounting in reconciliation of Accounts Receivable to General Ledger

Education

William Paterson College, Wayne, NJ – BA- Business Administration

Best Bookkeeping Practices – Continuing Adult Education

Letters of Credit - Webinar

Computer Skills

AS400, Excel, Word, Outlook, Lawson, TIMS, PowerPoint, FTP, D&B RAM and ERP accounting/collections software.

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