James Gust Email and Phone Number

Manage all aspects of customer service for major Midwest retailer. Responsibility includes responding to customer surveys (Medallia), create and monitor department performance metrics, lead all cashiers including monitoring performance and training. Also oversee cash functions and reporting at the store. Manage staff of 75.

Managed all phases of residential real estate sales and marketing including prospecting for clients, marketing of services offered, client management, pricing strategies, marketing of specific properties, and contract negotiation as an independent contractor. Guided clients through all phases of buying and selling a home requiring extensive communication and facilitation skills with clients, participants in the real estate transaction, and the general public.

Provided consulting services as the Project Manager in the financial services industry. Services included process design and reengineering, process mapping, business requirements, software evaluation and selection. Value propositions included reduced cycle time, improved invoicing accuracy, streamlined/simplified invoices, and reduced manpower required. Required extensive facilitation skills and communication with all levels of management.

Process consulting facilitating significant organizational change, including projects ranging from no systems changes to implementing SAP.Created a strategy and new process designs in various accounting areas such as revenue accounting, cash accounting, reporting, financial analysis, and account reconciliations. Deliverables included process design, policy and procedure documentation, training materials, and implementation activities.Created strategic plans for various accounting functions and information technology areas in finance operations centers. Plans included short and long term goals and budgets; detailed plans included for nearer term objectives.Integrated new business processes for returns, repairs, and customer care in a telecommunications company implementing SAP; shortened on the accounting closing process for a revenue accounting department for major oil distributor; and redesigned and documented funds movement accounting functions.Automated pricing and billing through SAP implementation. Primary areas of knowledge are in Sales and Distribution, pricing and billing. Knowledgeable in Finance, Project Management and Service Management modules.Created training materials for new process and system (SAP) including policies, procedures, job aids, and scripts. Delivered in an electronic on-line reference, classroom and paper copy format.

Seven years of Re-Engineering experience in the areas of order management, customer service, billing and accounting. Business process improvements include reduction of order processing resources, reduction in outstanding receivables through customer service, streamlined licensing order process, and improved invoicing cycle time.Managed order management process and customer service, including a staff of 21 people in offices in the US, England, Moscow, Beijing, and Tokyo. Responsible for revenues of $900 million; 70% US export sales.Team leader for design and implementation of new order process resulting in a new position for customer service (Customer Account Administrator).Automated pricing and billing through SAP implementation.Managed Licensing and Services Accounting Department responsible for $350 million in revenue. Staff of 8 responsible for all revenue and costs accounting.Financial analysis for Engineering Services Division with revenues of $150 million; R&D Division with expense budget of $90 million.