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Customer Service Manager

North Canton, OH, 44720
$50,000 to $75,000/year
August 27, 2012

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Thomas J. Baker

Address: **** **** ****** ** ** Phone: 330-***-****

North Canton, OH 44720 Email:



Seeking a position where I can use my 20 years of global collection management experience in implementing collection procedures to maximize cash flow.


Liberty University

Lynchburg, VA

Masters of Arts Degree: Management and Leadership

Malone University Canton, Ohio

Bachelor of Arts Degree: Project Management Accelerated Program


Trelleborg Wheel Systems Americas, Inc Fairlawn, OH 11/03-Present

Credit Manager

• Approve credit and collect on all global accounts.

• Analyze credit worthiness via financial statement analysis.

• Advanced skills in Excel, Word, Access, and Powerpoint.

• Interface with sales managers, distribution managers, and customer service on collection issues.

• Analyze payment trends and offered suggestions to management to reverse negative trends. Negotiate payment plans. Use letters of credit to secure payment.

• Responsible for all documentation of collection procedures and policies according to ISO procedures.

• Implemented technology procedures that increased productivity by 61%.

• Implemented cost containment procedures that reduced expenses by $28,000 annually.

• Working knowledge of UCC filings, Mechanics Liens, and Bonds.

Profit Recovery Group/Schultz Atlanta, GA 1/02- 9/03

Collection Supervisor

• Led team of 12 people in multiple states.

• Prepared reports utilizing Excel, Word, and Access.

• Managed collection targets.

• Responsible for all documentation of collection procedures and policies.

• Negotiated payment plans.

• Forecasted cash flow for all entities.

• Reduced DSO’s by 50% in 2 years

• Trained callers in collection procedures that reduced over 30 days past due by 30%.

• Implemented procedures that increased calls per hour productivity by 40%.

Thomas J. Baker

Address: 5050 Echo Valley ST NW Phone: 330-***-****

North Canton, OH 44720 Email:



KDS America Marietta, GA 6/00-12/01

Credit/Collections Specialist

• Collect on past due global customers

• Resolve payment disputes. Interface with sales managers and distribution managers on collections issues.

• Analyze payment trends and offer suggestions to management to reverse negative trends.

• Negotiate payment plans.

• Reduced over 90 day invoices by $200,000 with face-to-face intervention with clients.

• Reduced aged receivables by 30 percent in 4 months.

Profit Recovery Group Marietta, GA 3/97-4/00

Team Leader

• Led a team of 12 statement auditors and 3 clerical positions.

• Work with on-site auditors to maximize the recovery of client’s funds

• Delegate audits to match skills of auditors.

• Implemented changes to Standard Operating procedures in the audit process that increased collection production by 23%.

• Organize meetings to promote teamwork and happier employees.

• Motivated team resulting in highest productive team nationwide.

Acme Business Products Macon, GA 7/94-9/96

Credit Manager

• Led team of 2 collectors and 3 customer service representatives.

• Visited customers to resolve disputes and to expedite collections.

• Implemented changes in standard operating procedures that resulted in a region being the lowest in production to the highest in production in 90 days.

• Received employee of the month.

• Managed portfolio size of 1600 customers.

Computervision Atlanta, GA 4/89-10/93

Regional Credit/Collection Manager

• Authorized credit limits of $2.5 million.

• Achieved no past due accounts beyond 30 days and maintained trend for one year.

• Received employee of month four times.

• Negotiated repayment terms.

• Solved problems by visits with customers.


• National Associations of Credit Management

• Certified International Credit Professional

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