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net DIRECTOR / MANAGER: Credit & Collections Dynamic professional with history of driving exponential increases in performanc e, profitability, and overall customer and employee experiences for leading corp orations in highly competitive multinational marketplaces. *Set new industry-wide standards of excellence, spearheading high-impact strategic planning and innovation. *Revolutionize service and operations, developing cutting-edge systems, processes, and improvements. *Recoup and avert lost revenue, creating robust control mechanisms to identify latent opportunities and issues. *Tackle "impossible" challenges, providing unique perspective and systematic approach to problem solving. *Build and head world class sustainable teams, facilitating effective crosstraining and leadership development. Strategic Analysis & Planning * Innovation * Service & Operational Excellence * Credit & Sales Partnerships * Best Practices * Control Mechanisms * Process & Sy stem Design * Continuous Improvements * Negotiations * Relationship Building * Team Building & Cross-Training * Risk & Change Managemen t * Problem Solving PROFESSIONAL EXPERIENCE ABT ELECTRONICS & APPLIANCES, INC. * Glenview, Illinois * 6/14/2010-1/28/2011 Leading $450M retailer of quality electronics and appliances Manager, Credit & Collections Coordinated and led all aspects of fast-paced Credit, Collections, and Cash Appl ications Department in retail environment; included Unclaimed Property. Identifi ed, developed, and drove continuous improvements in processes, procedures, and o perations to create standards of excellence necessary for 75-year old industry l eader; included working with IT on automation. Ensured all past dues and losses were kept to minimum. Handled all correspondences and interactions with 3rd part y collections agencies and attorneys, and all customer complaints and major requ ests for credit line increases. Single-handedly managed all negotiations with Du n & Bradstreet and Experian, and bankruptcy accounts. Monitored all incoming and outgoing cash. Filled out IRS Form 8300 as needed. Fostered collaborative worki ng relationship with Sales Force. Audited daily employee work. Prepared detailed metrics and month-end reports for executives. Cross-trained, coached, and mento red all staff. Achievements: *Slashed losses by 25% between 2009 and 2010, with projected 50% additional decrease forecasted for 2011, driving continuous improvements and efficiency enhancements on both manual and automated basis. *Increased accountability and clarity of individual goals among collectors, while reducing past due accounts from >10.0% to 2.5%, dividing ABT's portfolio of open accounts into 3 territories with unique measurements. *Achieved extraordinarily low $22K in lost credit card charge-backs out of $250M in total charges accepted, establishing and managing effective controls. *Enabled 100% regulatory compliance of ABT, reengineering Form 8300 processes, and retraining cashiers on tax-exempt rules to ensure 100% of
tax exempt forms and CRT-61 forms were on hand at all times. *Resolved most difficult collections accounts when assigned collector had exhausted "all" possibilities. Additional Enhancements: *Revamped and accelerated credit granting process, developing credit grid and cover sheet simplifying establishment of appropriate and consistent credit limits; decreased average application approval time from 4.0 to 1.3 days, while allowing some applications to be approved within 15 minutes. *Strengthened management of all open credit limits, creating mechanism to perform review every 6 months. *Eliminated 33% of Dun & Bradstreet's costs, negotiating annual plan to better leverage reports. *Boosted sales by 30% with customers who otherwise would not have qualified for credit, increasing offering of GE Financing and other high-risk financing options. *Maximize visibility into performance and areas in need of improvement throughout entire department, developing and publishing weekly metrics. Continued... MARTIN S. HOKE * Page 2 * mh139266a@westpost.net ULINE, INC. * Pleasant Prairie, Wisconsin * 11/27/2000-12/31/2009 Leading distributor of shipping, industrial, and packing materials with 11 locat ions in North America and Mexico. Credit, Collections, Cash Application & Insurance Consultant (1/1/2009-12/31/200 9) Planned and led transfer of ownership of department to new leadership. Provided expertise in credit, collections, cash applications, insurance, letters of credi t, and company's 401k plan. Achievements: *Orchestrated major transition to new leadership while achieving uninterrupted delivery of best-in-class service. Director, Credit & Collections (11/27/2000-12/31/2008) Provided senior leadership for Credit, Collections, and Cash Applications Depart ment. Developed strategies, processes, and plans to streamline operations while enhancing customer service. Effectively managed rapidly growing receivables port folio of up to $115M with focus on efficiency and productivity. Supervised 56 em ployees through 10 direct reports. Audited each employee quarterly to ensure opt imal performance. Provided ongoing coaching for continuous improvement. Reported directly to CFO. Served as main point-of-contact for strategic 3rd party vendor s. Developed fraud prevention measures. Handled all bankruptcy preference claims . Assisted credit department with difficult credit cases. Prepared weekly, month ly, and annual reports on metrics for executive management and all employees to constantly drive culture of success. Personally worked with key accounts that we re past due to ensure collection while maintaining strong relationships. Achievements: *Established world class Credit, Collections, and Cash Applications Department from ground up, implementing effective tracking of metrics, flexible riskbased credit grid, and all internal systems. *Drove exponential sales increase from $200M to $1.3B, far exceeding industry norm by 20-30% annually, innovating credit, collection, and cash application tools supporting partner-based relationship with sales. *Improved all performance metrics while maintaining headcount growth at <50% of sales growth; reduced quarterly bad debt from 0.53% to 0.15%,
decreased DSO from 50+ to 34 days, lowered past due from >5% to <1.9%, and increased checks processed per applicator per week from 5,700 to 10,200. *Lowered call abandon rate from 11% to <1% and average answer time from 12 seconds to <3 seconds, by leading development of unique "call in queue alert system." *Improved productivity by over 25%, and increased average number of calls from <80 to >135, by working with IT to develop new, state-of-the-art collections queuing program *Added $1.2M in annual sales, by creating system that allowed previously deleted orders to reappear in different queue if payment was made within 7 days. Career Note: Additional employment includes Area Collections Manager with CNH Ca pital (9/10/1996-11/10/2000) and Store Manager with Rent-A-Center (3/5/1990-8/30 /1996). Full details available on request. EDUCATION Bachelor of Business Administration in Finance University of Wisconsin * Whitewater, Wisconsin AREAS OF EXPERTISE Dun & Bradstreet and Experian: Reports & Negotiating New Contracts * AS/400 * Re mote Deposit Capture * Sales Tax Exempt Documentation * Rules Regarding Form 830 0 for Cash Transactions >$10K * Financial Statement Analysis * Sage Payment Solu tions (Checks by Phone) * ACH & Wire Transactions * Letters of Credit * UCC-1 Fi lings PROFESSIONAL DEVELOPMENT Leadership, Mentoring & Management Training * Train-the-Trainer * Franklin Covey Time Management & Planning * Dealing with Difficult People in the Workplace * U nclaimed Property Compliance & Reporting * Bankruptcy & Insolvency * Collections Skills * The Business of Fraud: What You Don't Know Can Hurt You * Microsoft Of fice: Word, Excel, Visio & PowerPoint