Suzanne Kraus Email & Phone Number

Savannah, Ga, Us

Currently providing Operational Support via multiple key projects for rapidly expanding start-up luxury goods manufacturer.

Developed and managed Credit Operations in DME and medical supplies. Established end-to-end Receivables Management life-cycle processes, assuring consistent application of Credit Policy.

Customer-facing services in Customer Service, Credit, Collections, A/R to meet Client needs: Build-out of new C&C department, personnel assessments and recruiting, Roadmap creation, analysis, review, audit/recalibration/creation of processes. Focus on People, Process, Technology and Cost Containment.

Concord, Nc, Us

Global Payments and Risk: Formulated and implemented Global eCommerce payment integration strategies supporting footprint expansion.● Data analysis and modeling: Acquiring banks, Gateways band Chargeback Mitigation. Provided actionable BI. ● Designed C-Level presentations to include weighted scoring of key attributes, financial, non-financial analysis. ● Vendor selection, Contracting, Operational Requirements, project integrations, Global process manuals.

Arlington, Virginia, Us

In a managed services/BPO environment, managed multi-disciplined staff of local and remote employees and nationwide contractors in areas of new customer onboarding, audit, contract compliance, collections and financial recovery. Responsible for multiple SLAs and KPIs. Heavily interactive with customer base. • Redesigned face-to-face onboarding/vetting activity, extending standards.• Decreased collections processing 85%; 72% decrease in expenses.• Litigation decisions on behalf of >200 global airline carriers.• Significantly contributed to revenue lift from $144K to >$4M/year for key product.

Arlington, Virginia, Us

Responsible for Fraud Prevention and Investigations, field audit, compliance, collections and recovery functions. • Assisted local, state and federal law enforcement investigations in their quest for industry data, generating $750K/yr. • Identified $11M in unrecognized receivables. Initiated recovery; reduced legal expense 70%.• Restructured teams for optimal production and cost reduction; coached goal attainment.• Introduced dashboard reporting and metrics-driven management tools, providing visibility.• Initiated BPO partnership to supplement staff levels, increasing revenue and quality levels.

Us

Billing, Credit Card Ops and Collections for $400M Internet merchant - largest seller of mobile technologies on the Internet.. • Improved collections results 1,400%; eliminated 42% of costs.• Simplified billing process; reduced SLA of >60 hours to <24 hours, cut overtime expense by 90% and headcount 20% while increasing customer satisfaction.• Restructured credit card operations, significantly reduced chargebacks, eliminated $6M reserve held against future chargebacks. Reduced credit card processing expenses >50%.

Re-engineered client business segments and processes for best practices; maximized efficiency as interim or virtual Credit & Collections Director/Manager. Specialized in new acquisition business, periodic existing accounts review, catastrophic loss and corporate distress situations, cost-benefit analysis, staffing, training and customer experience.• Revitalized segments of struggling luxury consumer goods Company, performed comprehensive analysis of credit department after shattering loss of management personnel, formulated strategic plan to ensure continuity.• Uncovered $3M in unrecognized receivables; collected 70% of >2 year aged A/R within eight months.

Us

Led all post-sale customer-facing operations for $64B Fortune 20 national telecom subsidiary. Responsible for order-to-cash process including technical support and billing, customer support call center, customer retention, central dispatch, provisioning, credit & collections. Staff of 105.• Reduced bad debt from 39% to 13% in 12 months and to 1.4% in two years.• Reduced Union grievances by 75%.• Decreased expenses and increased quality: IVR, CC processing, NSFs, vendor contacts.• Engaged BPO partner; produced $2M annual savings and increased efficiency 30%.

Ca

Administered B2B accounts/$350M in receivables for national telecom provider. Re-engineered operations, reduced customer onboarding time from 14 days to <24 hours while improving quality and staff expertise. Reduced DSO from 98 to 34 days during exponential company growth. Managed 140+.