Customer Service Manager
Resume:
PATRICIA LORENCE
***** ********** **** - ******** *******, OH 44040
Objective To join a dynamic company, providing opportunites and challenges to grow the business while meeting customer demands in a changing world. Engaging in solid ethical business practices.
06/09-present Avery Dennison, Mentor, Ohio
Customer Financial Analyst
Responsibilities: Manage an $185M aging portfolio consisting of food, drug,
franchise, mass market, hardware, distributors and specialty accounts.
- Analyze past due account receivable balances to improve cash flow and dso.
- Minimize days sales outstanding and borrowings.
- Manage portfolio, credit risk; order holds, credit limits and account analysis.
- Customer deduction resolution improvements.
-Provide bi-weekly account updates to management and as requested.
-Drive to root causes to correct and improve processes.
- Work across boundaries for support, identify and recognize issues .
- Continuous improvements- implement new processes.
- Develop solid customer partnering relationships with the customer.
- Understand and adhere to the customer vendor standard requirements .
- Recognize limitations and seek out resolutions.
-Work across boundaries; improve processes enlisting appropriate departments.
- Streamline processes and identify system limitations
- Partnering with the customer to build strong communication and negotiations.
- SOX adherence .
05/07-06/09 TTI/Techtronics, North America, Cleveland, Ohio
Credit Analyst ( contracted )
Responsibilites: Manage a $90M portfolio for mass market, food, drug, hardware
deep discount, distributors within a region of responsibility.
- Collections; contact delinquent accounts securing payment, resolve pending orders.
- Improve cash flow, reducing days sales outstanding and minimizing borrowings.
- Assist and recommend credit line increase, third party collection recommendations.
- Account aging analysis review with credit manager, sales reporting issues.
- Daily order holds ; review for release/hold; contact account for payment.
- Process new account applications using credit reporting services for credit worthiness.
- Developed solid working relationships with the internal and external customer.
- Process credits/debits, adjustments to proper general ledger accounts.
-Reconcile customer rebate programs and agreements.
06/05-05/07 FLIGHT OPTIONS, LLC, Raytheon subsidiary, Cleveland, OH
Credit analyst
Responsible: $90M+ portfolio for private jet aviation market which offers
fractional ownership and jet pass options for corporate business and high
net-worth individuals.
-Provide Aging analysis reporting for contract review of past due accounts.
-Daily interaction with contract and customer service to resolve customer dis-services.
-Collect usage hours and fractional charge billings and maintain courteous relationships.
-Research and determine reasons for non-payments.
-Follow up on contract obligations.
-Submit demand letters and default notices in accordance management policies.
-Restrict usage as identified by management policies
-Prepare monthly, quarterly, year-end cash flow reports for management review.
-Utilize third party agency as needed to secure payments.
-Comply with company standard operating procedures, policies and requests.
2002-04/05 Henkel Consumer Adhesives, Avon, OH,
10/92-04/02 Manco, Inc, Cleveland, OH (Henkel Consumer Adhesives purchased Manco)
Assistant Credit Manager, Sr. Credit Analyst
Responsibilities $175M portfolio including mass market, food and drug,
hardware, home improvement, deep discounters, specialty markets.
-Provide aging reports; collect past due accounts; placement third party agencies maintain accurate notes with support, mail, fax, email correspondence as needed.
-Continuous Improvements; worked closed with iformation systems to develop
a deduction management system improving the work flow process.
-Deduction system management- provided reporting, maintained and trained.
-Work across boundarie to develop a deduction management system to manage
customer deductions; Information Systems, general accounting, customer service.
-Managed customer deductions /chargebacks improving process flow.
Reduced 40 man-hours and re-routed hours useage to other areas.
-Team Lead for eight people in credit department working closely with manager.
-Approved credit limits for new and existing accounts based on policies.
-Assistant to credit manager; handle borrowings, special accounts and reporting.
Education: University of Akron- Business Management, Akron,OH 3.75 yr
Baldwin Wallace- continuation.
Atelier Institute, NY, NY 1600 hrs – licensed
Skills: Excel, word, outlook, notes, internet research, ten-key
AS400, Oracle, J D Edwards, Discoverer, Imrex
Organized, effective communication skills,
Strong work ethics and integrity.
Contact this candidate