Sales, customer service, AR and collections.

ANDRE A. PAPILLON

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

** ******* **** *****

Palm Coast, FL 32164

Home: 386-***-**** Cell: 978-***-****

QUALIFICATIONS SUMMARY

• Sales and service professional with over twenty years experience.

• Exceptional relationship building skills with a dedication to service excellence.

• Effective communicator with experience in presenting to groups of up to 300 people.

• Proven ability to develop creative and effective sales techniques and marketing strategies.

• Solid analytical skills, proficient multi-tasker, detail oriented and organized.

• Ability to work well in a team environment or as an individual contributor meeting deadlines and obtaining concrete results.

PROFESSIONAL EXPERIENCE

KEHE Distributors, St. Augustine, FL January 2011 – Present

Accounts Receivable Collections Specialist

• Responsible for managing detailed aging reports.

• Interface with retail buyers and customers to cure past due accounts.

• Responsible for handling collection, month end closing.

Nuvell Financial Services/Ally Servicing, Jacksonville, FL October 2005 – Sept 2010

Quality Assurance Analyst II Jan 2009 – Sept 2010

• Responsible for monitoring & evaluating agent call performance to ensure compliance with internal quality standards and overall consistency.

• Provided agents with specific feedback and personal coaching to improve call effectiveness.

• Analyzed call statistics, identified call handling trends based on accepted call models, and provided leadership with actionable performance data.

• Tracked and logged communications related to customer complaints and forwarded appropriate information to specific departments or forwarded for external review.

• Appointed Chairperson of Quality Assurance Council, which sought to integrate best practices and policies across all sites and to review scoring disputes and general QA policy.

• Promoted to Quality Assurance Analyst Level II in 2010 in a leadership role.

• Assisted with developing QA scorecard and created intranet departmental contact page.

Collections October 2005 – Dec 2008

• Responsible for managing assigned group of accounts to reduce overall delinquency.

• Negotiated with customers to bring accounts current.

• Loss Prevention Specialist with over two years experience

Blue Cross Blue Shield of Massachusetts, Boston, MA June 2000 - June 2005

Account Service Consultant

• Managed relationships with twenty-two municipal and health & welfare accounts in the areas of product implementation, contract compliance and the planning and coordination of group health fairs.

• Collaborated with sales team, brokers and consultants to review contracts and ensure account satisfaction, loyalty and renewals.

• Assisted account plan administrators with enrollment transactions, claims issues and implementation of health plan options.

• Introduced plan options via group presentations and informational seminars to current and potential members including Medigap options in the senior market.

• Created customized reports for accounts on an ad hoc basis.

Hammond Office Products, Dedham, MA Sept. 1998 - June 2000

Sales Manager/Customer Service Manager

• Developed successful sales strategies utilizing Goldmine software to facilitate B2B marketing goals.

• Increased sales growth 23% by implementing sales promotions in partnership with the outside sales team and customer service department.

• Established sales team of five and managed the customer service department consisting of four employees.

Office Depot Business Services Division, Billerica, MA Oct. 1992 - Sept. 1998

Account Executive

• Grew annual revenue from base of $48,000, to over $1.8 million while maintaining an average gross profit margin of 30 percent.

• Successfully serviced over 400 accounts while developing marketing strategies for continued sales growth.

• Assisted National Accounts Administrator with rolling out National Account Programs.

Office Depot Business Services Division, Billerica, MA

Customer Service Representative March 1989 - Oct. 1992

• Assisted over one hundred customers daily with placing office supply orders via phone and facsimile.

• Researched product information and processed special order requests.

• Managed national accounts with a total volume of $7 million in annual sales.

• Resolved customer issues while exceeding company standards in productivity and level of service.

TECHNICAL SKILLS

Proficient in MS Word, MS Excel, MS PowerPoint, MS Access, MS Outlook

EDUCATION

University of Massachusetts, Lowell

BA, Art 1987

AWARDS/AFFILIATIONS

Six Sigma Certified, Appointed Chairperson of the Quality Assurance Council, Employee of the Month, February 2006, Nuvell Made it Happen Award, 4th Quarter 2001, Blue Cross Blue Shield of Massachusetts

Team Award for Outstanding Achievement, 4th Quarter 2004, Blue Cross Blue Shield of Massachusetts

Member of Blue Crew, Blue Cross Blue Shield of Massachusetts volunteer organization

Member, Flagler Playhouse

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