Employment

Candidates

Credit Professional A

PROFILE:
Accomplished Customer Service & Credit professional who provides exemplary service meeting customer needs. Customer satisfaction focus, while managing credit risk. Ability to collaborate with multiple departments to ensure efficiencies and performance while meeting company goals.

EXPERIENCE:
Director of Customer Care, Giftware Company, 2014 - 8/2024
Direct and support the day-to-day operations of the Customer Service and Credit Departments. Ensure implementation and enforcement of company policy for each department. Safeguard customer satisfaction in all areas of business. Assign accounts and duties to each team member to certify workload is completed daily. Assess and review applications for high volume accounts. Responsible for all receivables and collection thereof. Participate as an active member of credit organizations and work with other vendors to promote said organizations. Adhere to and meet department budgets. Work closely with multiple departments to accomplish monthly forecasts. Additional duties as tasked by CFO and VP of Operations.

Customer Service Manager, Giftware Company, 2012 - 2014
Provide excellent customer service to our customer base to ensure satisfaction. Oversee the Customer Service Representatives daily duties to confirm workload is completed. This includes, but not limited to, incoming and outbound calls, website registrations, email inquiries, claims and returns, placing orders, order maintenance, order queues, and other duties as needed. Attend gift shows to work with and meet customers. Coordinate department duties for our annual Customer Appreciation Events. Work closely with Sales Representatives on their inquiries. Review order reports to confirm prompt processing.

Credit Analyst, Giftware Company, 2010 - 2012
Process applications for new and existing accounts to confirm credit worthiness. Contact provided references, giftware vendors and agencies to aid in determining appropriate lines of credit. Monitor credit standing and conduct reviews when accounts request credit line increases or become delinquent. Contact accounts when delinquent to bring current. Actively work credit queue for release of orders in a prompt manner.

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Credit Professional B
Director Accounts Receivable/ Credit & Collections

Accomplished professional with extensive expertise in billing, contracts, credit, and collections, adept at leading sizeable cross-regional teams and directing operations to exceed corporate objectives. Proven success in leading large, diverse teams across multiple regions, including US, Canada, India, Costa Rica, UK, and Australia, to manage receivables ranging from $110M to $196M. Expert in implementing best-in-class control policies, automating processes, and spearheading strategic initiatives to enhance recovery rates, operational efficiency, and client satisfaction. Known for achieving industry-leading bad debt ratios (0.06%) and reducing Days Sales Outstanding (DSO) from 121 to 70 days. Demonstrated success in transforming collections departments into client-focused operations and achieving exceptional results through effective incentive programs. Bring unique talent for building high-performing teams from ground up, aligning with standard operating procedures and driving industry-leading results. Committed to fostering high levels of employee engagement and leveraging best practices to achieve exceptional cash flow and credit risk outcomes.

Areas of Expertise:
Strategic Planning & Execution
● Control Policies Development
● Risk Management
● Team Leadership & Training
● Strategic Financial Management
● Regulatory Compliance
● Cash Flow Management
● Incentive Programs Development
● Customer Relationship Management
● Process Optimization
● Efficiency Improvement
● Credit Policy Development

Professional Experience:
Excavation company - 2020 - present
Director - Billing Contracts, Credit and Collections
Improve credit and collections processes, which reduces overdue accounts and enhances cash flow management. Streamline billing and cash application procedures, minimizing invoice discrepancies and accelerating reconciliation cycles. Lead contracts team to optimize contract compliance and execution, driving revenue growth and boosting customer satisfaction.
● Achieved 88.5% performance rate on current accounts receivable ranging from $110M to $196M by directing diverse team of 50+ across Credit, Collections, Waivers, Cash Applications, Billing, and Contracts in US, Canada, and India.
● Reduced Days Sales Outstanding (DSO) from 121 days in 2020 to 70 days in 2024, enhancing cash flow and operational efficiency through strategic management and process improvements.
● Maintained industry-leading bad debt ratio of 0.06%, showcasing exceptional financial control by implementing and enforcing advanced collection risk-based policies and best-in-class control measures.
● Oversaw annual revenue of $683M and cash receipts totaling $805M, ensuring robust financial health and operational stability through effective team management and financial oversight.
● Optimized operations and improved cash flow by spearheading development and implementation of advanced collection strategies, including automation of lockbox, online credit applications, and credit card surcharging.
● Drove significant improvements in cash flow and financial performance with rollout of semiannual incentive plan, reducing aged accounts receivable over 151 days from $46.6M in 2020 to $9.1M.
● Enhanced recovery rates and reduced AR aging by establishing and enforcing comprehensive control policies, including risk-based collection strategies and rollout of late fees.

Software Provider - 2012 - 2020
Global Manager, Credit & Collections
Directed comprehensive credit and collections operations, including accounts receivable, cash application, and dispute resolution, ensuring alignment with global customer success and contract management initiatives. Developed and refined cash receipt, application, and customer account reconciliation processes, enhancing order to cash cycle. Established and enforced operational control policies for cash management, credit balance, and collections, contributing to effective financial performance. Led cross-regional teams in US, Costa Rica, United Kingdom, and Australia, implementing standard operating procedures to maintain optimal accounts receivable health and cash flow. Collaborated with client billing departments to support complex transactions and revenue recognition, addressing customer issues to sustain client relationships and success.
● Achieved $126.1M in open A/R and 88.5% performance rate for days 1-30 by leading team of 30+ in designing and implementing ERP global collections across US, Costa Rica, UK, and Australia with best practices SOP.
● Attained industry-leading bad debt status, showcasing top-tier financial performance by playing key role in optimizing collections strategies and processes.
● Transformed collections department into client success-focused organization by spearheading adoption of modern techniques and solutions.
● Enhanced A/R aging management, DSO, client success, and cash flow maximization through identification and implementation of effective management indicators.
● Established robust operational control policies associated with cash posting, balancing, dispute management, credit balance management, and collections management.
● Recommended and implemented operational changes that improved service, productivity, timeliness, quality, and financial performance by analyzing and optimizing existing processes.

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