Shared Service Center Manager

Led multiple service lines including Accounts Receivable Billing, Cash Application, Loss Recovery, Compliance

Led multimillion-dollar administration in recovery services for internal losses, business-to-business collections, goods not for resale (GNFR) audit, and customer-facing recoveries. Directed large teams of up to 60+ members. Developed strong leadership team consistently motivated to exceed goals. Collaborated internally and externally at all levels with cross-functional business partners to achieve positive customer experience and objectives, remaining aligned for effective collaboration. Created and executed strategies, metrics, and tools to drive business forward. Built and sustained third-party supplier partner relationships, including RFP processes and contract negotiations. Led team successfully through change and challenging circumstances. Simplified complex information for others in a relatable and engaging format. Took on additional responsibility and special projects to benefit division and company. Demonstrated emotional intelligence. · Met or exceeded financial and productivity goals, with 10%+ productivity increase and $1,000,000+ above financial recovery plan. · Directed recovery system migration from externally hosted platform to internally hosted platform. · Conceptualized, proposed, and executed multiple organizational structure changes for improved efficiency. · Mitigated risk while growing business and producing changes to achieve efficiency and productivity. · Built GNFR audit strategy where none existed. · Created and led inclusion committee for 1,000 associates. · Customized strategy for all pillars, allowing teams to align with and engage using SWOT analysis. · Strengthened and fostered business partnerships/relationships both internally and externally. · Successfully transitioned team to a new division organizational structure.

Directed millions of dollars in recovered funds, income, and disbursements. Created performance metrics and effectively communicated to stakeholders and senior leadership. Built relationships with external vendor partners to achieve department and company goals. Led and supervised direct reports and 29 indirect reports. Strategized, planned, and managed department’s multimillion-dollar budget toward strategic initiatives. Researched, evaluated, and implemented change to current processes for efficiency improvements. Sought out, created, and implemented tools to improve efficiency and customer service. Presented complex information in one-on-one and group settings. Led successfully through various periods of change.· Spearheaded website creation, implementation, and training; website used for customer payments, business requirements, design, and finance. · Built relationships, collaborated, and communicated with internal and external stakeholders toward goals and initiatives of department, division, and company. · Mitigated risk while demonstrating creativity and adaptability. · Worked with various cross-functional work streams simultaneously and engaged required resources. · Expedited new system products from start to finish, and drove system issues through to resolution.· Led volunteer work at Children’s Advocacy Center. · Received quarterly servant leadership award in asset protection as well as annual divisional award for leadership excellence.

Created, led, and managed account services department. Researched and implemented equipment, tools, and/or reporting to measure department performance and improve customer satisfaction. Recruited, motivated, evaluated, and developed team members. Held team members accountable and performed disciplinary action, including termination when necessary. · Ensured department team members trained properly to fulfill responsibilities. · Implemented new billing model to complement operations process.· Conceptualized and implemented a new telecommunication system that improved company brand and elevated the customer experience.

Oversaw and led all aspects of each account throughout contract period. Established and maintained positive client relationships. Researched, negotiated, analyzed, presented, and implemented recommendations to clients. Implemented goals and utilized time management skills to move accounts forward and meet objectives to maximize company profitability. Built relationships with vendors to reach goals. Communicated account status with clients and vendors. Resolved client issues in timely manner. Exceeded manager’s progress expectations. Received recognition from clients and vendors regarding working relationships.

Spearheaded customer relations, call center management, collections, liability management, AR/AP, reporting, journals, and expense control. Accounted for $16,000,000+. Analyzed and addressed existing collections systems, including enhancements, maintenance, security, and integrity. Expedited new system products from beginning to end. Performed HR functions for 13 direct reports and 36 associates, including legal compliance, hiring, training, motivating, evaluating, and disciplinary actions.

Hired, trained, supervised, motivated, and evaluated employees. Supervised six associates. Led collection of $6,000,000+, conducted report analysis, and demonstrated creativity in collection efforts.

Managed confidential information for company directors and upper management. Communicated information and direction from vice president to division. Supported field associates.

Oversaw all store refuse and recycling, including hazardous materials. Answered queries from customers and supported stores regarding recycling. Conducted refuse surveys, ordered equipment, and performed cost analysis of refuse disposal.