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Professional Summary
I am a Human Resource Manager with over twenty-five years of operational management expertise. I spent most of my career as a trouble shooter and recovery manager. I use performance evaluation management, process  improvement, training and succession planning to fix low performance markets . As a Human Resources Manager I am adept at building consensus among staff and I create environments of teamwork, growth and development across all functions. 
  • Recruitment, interviewing, staffing, training and development
  • Union grievance resolution Management
  • Process improvement
  • Benefits administration
  • Employee coaching
  • Performance management systems
  • Understanding human behavior
  • Strategic thinker
  • Operations and finance expert
  • Research and analysis
  • Unemployment laws
  • Payroll administrator
  • Change management
  • Statistical reporting
Work History
HR Manager Global Bus Systems - Grosse Pointe , Mi 09/2012 - Current
  • Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans.
  • Developed personnel policies, standard operating procedures and employee handbooks.
  • Facilitated new-hire orientations.
  • Built a comprehensive employee recruiting strategy and conducted employment verifications. 
  • Developed and enforced company policy and procedures relating to all phases of human resources activity.
  • Facilitated the criminal background check process for new hires.
  • Managed all aspects of FMLA administration, including employee notifications and disability programs. 
  • Established and monitored employee pay scales.
  • Offered fair and equitable compensation by comparing current salaries with market pay.
  • Managed the employee rewards programs.
  • Implemented the company's first sourcing tracking system. 
  • Conducted job analysis and job evaluations  resulting in quality job specifications.
  • Audited workplace, employee and management policies and procedures.
HR Generalist Global Bus Systems - Grosse Pointe, Mi 08/2010 - 08/2012
  • Partnered with management to communicate Human Resources policies, procedures, programs, and laws.
  • Recommended employee relations practices necessary to establish a positive employer-employee relationship and promote a high level of employee morale and motivation
  • Participated in the conduct of investigations when employee complaints or concerns are brought forth
  • Advised managers and supervisors about the steps in the progressive discipline system of the company.
  • Coached and counseled managers on employment issues.  
  • Managed DOT Drug and Alcohol regulations
District Manager AutoZone - Clinton Township, MI 06/2000 - 08/2010
  • Lead and supported company culture focused on customer satisfaction, sales growth and customer retention.
  • Attracted, recruited, hired, trained and developed high caliber store personnel
  • Assured fair and equal employment opportunities for employees and applicants
  • Accountable for the performance of stores assigned to market
  • Evaluated store operations and develops tactical plans to improve store manager's overall performance
  • Developed an annual business plan for the district with individual goals for each store focused on building customer base, revenue, controlling expenses and inventory controls
Credit Collections Manager Ford Motor Credit Company - Dearborn, MI 04/1997 - 06/2000
  • Managed a department of 12 supervisors and 160 collectors 
  • Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.
  • Facilitated successful internal and external audits through sound and thorough documentation.
Bachelor of Science: Business Administration Laurel University School of Business and Law - Irvine, CA 04/2002
Bachelor of Science: Human Resource Management Ashford University - San Diego, CA Expected 2019
Certification: Certified Human Resources Specialist Michigan State University - East Lansing, MI 03/2018
Certificate: Human Resource Management Michigan State University - East Lansing, MI 06/2016
Certification: Human Resource Interviewing and Investigation Wicklander-Zulawski - Chicago, IL 07/2015
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Machinist with leadership skills and talent in motivating and helping teams achieve business goals and objectives.
  • Rotating equipment repair
  • Problem solving
  • Current forklift operator certificate
  • Fine motor skills
  • Energetic self starter
  • Tire building
  • Operations Management
  • Team - oriented
  • Exceptional leader
  • Retail merchandising expertise
Quality Inspector 01/2017 to Current Kumho Tire Georgia Macon, GA Inspected, tested and measured materials, products and installations to spec.
Recommended corrective actions to minimize rate of product defects.
Marked tires with grade and acceptance-rejection status.
Handled, measured and mixed chemicals following prescribed methods and testing requirements.
Documented, filed and maintained proper inspection records and quality assurance documents.
Measured tires dimensions to ensure compliance with specifications.
General Manager 03/2014 to 08/2016 Aaron's Sales and Lease Warner Robins, GA
Managed the day-to-day tactical and long-term strategic activities within the business.
Reviewed and approved billing invoices and expense reports.
Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
Worked closely with distric manager to formulate and build the store brand.
Grew customer base from 700 to 1000 accounts in one year.
Credit Collections Manager 02/2011 to 03/2014 Aaron's Sales and Lease Fort Valley, GA Calculated figures such as discounts, percentage allocations and credits.
Verified details of transactions, including funds received and total account balances.
Coded the general ledger and processed vendor invoice payments.
Deposited third party checks, as well as monthly reserve transfers.
Opened and assigned new client accounts.
Coordinated approval processes of all accounts payable invoices.
Conducted month-end balance sheet reviews and reconciled any variances.
Balanced batch summary reports for verification and approval.
HVAC Helper 04/2010 to 12/2010 Pro-Aire LLC Warner Robins, GA Assisted with the installation of commercial and residential HVAC units.
General Manager 10/2008 to 08/2009 Aaron's Sales and Lease Warner Robins, GA
Managed the day-to-day tactical and long-term strategic activities within the business.
Capitalized on industry changes to maximize company revenue.
Conducted cost, schedule, contract performance, variance and risk analysis.
Reviewed and approved billing invoices and expense reports.
Worked closely with district manager to formulate and build store brand.
Education and Training
Bachelor of Arts: Psychology Fort Valley State University Fort Valley, GA, United States Minor in Physical Education
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Professional Summary
Versatile Manager focused on team building using effective communication and positive reinforcement, fostering a goal oriented community environment.Driven to surpass company goals while thriving in deadline-driven environments.
  • Management collaboration
  • Interpersonal skills
  • Customer service
  • Sales Force, Hope RX
  • Proficiency within-house and customer reporting
  • Account development
  • Self-motivated
  • Google sheets, ms excel, word, PrimePay, Ultipro, and pdf
Work History
Credit and Collections Manager 08/1998 to 12/2017
Smith Transportation Services Inc. Sunrise, Florida
  • Managed collection team of 5 employees for targeted delinquency goals and customer credit review and accountsetup.
  • Worked with account executives andoperationalstafffrom 3 locations regarding customer setup and credit terms extended.
  • Established communication procedures between collection personnel and account executives for cash flow and receivable recovery while maintaining and improving customer relations.
  • Worked with accounts receivable personneland C.F.O. for implementation of write-off/ invoice correction procedures to ensure proper coding to general ledger accounts, accounts payable, and commissions adjustments.
  • Developed "hold" procedures so delinquent customers would not be serviced without management approval resulting in annual write-off's of less than 1% of annual gross revenue.
  • Researching and working with various credit/payment history reporting vendors for industry relatable reports that could be used on a daily basis. Results included reduced delinquencyof 20% within the first 90 days. Reduced in-house expenses of more than $5000.00 monthly.
  • Developed relationship with outside collection agent for legal pursuit of accounts deemed uncollectible within confines of current collection processes.

Payroll and Benefits Administrator 07/2011 to 12/2017
Smith Transportation Services Inc. Sunrise, Florida

  • Transformed manual payroll process to electronic dramatically reducing processing time and promoting an error-free payroll process.
  • Responsible for the preparation and processing of biweekly payroll for multiple locations.
  • Utilize and validate time sheets received from multiple branches for payroll entry; employee review for all payroll deductions including benefits and garnishment.
  • Bi-weekly review with executive management for payroll expense and allocation.
  • Complete year-end reporting processes for 401K census and ACA reporting.
Sales Representative/ Sales Support 08/1996 to 07/1998
Infinity Transportation Inc. Oakland Park, Florida
  • Developed sales territory in both Broward and Dade counties introducing 3rd party logistics to established and new customers who were currently using conventional modes of transport.
  • Built strong client relationships and provided high value-adding services.
Certificate of Completion: Human Resource Development 2012 University of Phoenix - Plantation, Florida
Certificate of Completion: Computer Sciences 1983 Howard Vocational Technical Center - Columbia, Maryland
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Professional Summary

Motivated banking professional possessing a strong commitment to quality customer service coupled with superb communication skills. Builds customer loyalty by effectively resolving problems and quickly processing transactions. Trustworthy Teller who enjoys working in a customer-focused work environment. Offers strong knowledge of banking products and services. Dependable and punctual with outstanding mathematical aptitude. Customer Service Representative who achieves high levels of customer satisfaction. Meticulously organized Administrative Assistant  who is proficient in time management, while offering professional and courteous customer service.
  • Strong account analysis skills
  • Rapid data entry skills
  • NCR Cash recycler
  • Night and safe deposit procedures
  • Consumer banking specialist
  • Math aptitude
  • Excellent time management skills
  • Self-sufficient
  • Detail-oriented
  • Ledger and balance sheet competency

  • Goal-oriented
  • Cheerful
  • People-oriented
  • Analytical
  • Cash handling expertise
  • Rapid 10-key data entry
  • Advanced clerical knowledge
  • Compliance, banking laws and regulations
  • Positive
  • Savvy relationship-builder
Work History
Collections Manager, 07/2016 to 09/2016
Complete Cash Discount Title Pawn
Strong organizational and time management skills.Build rapport with customers to establish customer network.Processing loans and taking payments.Complete monthly reports, filing, and inventory.Accurately determine loan values based off of a comprehensive vehicle appraisal.Maintain a clean store and surrounding lot area and report any concerns to management.Inspect and record condition of vehicles at check in and check out.Demonstrate resourcefulness and ability to take initiative in completion of projects.Increase store profitability through customer relationship development, community involvement, marketing and building new business sources.
Accounting Assistant, 07/2015 to 06/2016
Aafes Bldg. 982 Macon St, Robins AFB, GA 31098
Performs a variety of clerical and administrative duties involving the documentation of various business transactions such as cashier's cage operations, deferred payment plan, credit card, dishonored checks and stockroom operations.processes, updates and maintains documentation of all transactions by manual or automated systems as appropriate. Noted for reliability, accuracy, initiative and volume of work processed. Cash handling, accounting and/or bookkeeping experience is required. Must possess the ability, knowledge and skill to operate/use the appropriate systems/software/hardware and standard accounting machines
Teller, 08/2013 to 09/2013
Account Temps 3920 Arkwright Rd Ste.170, Macon, GA 31210
Provides account services to customers by receiving deposits and loan payments; cashing checks; issuing savings withdrawals; recording night and mail deposits; selling cashier's checks, traveler's checks, and series e bonds; answering questions in person or on telephone; referring to other bank services.
Virtual Call Center Agent, 10/2011 to 05/2012
Alpine Access 1120 Lincoln Street Ste.1400 Denver, CO 80203
Sign in and out for scheduled shifts at appointed times.Must be able to use a computer terminal to access customer information and convey necessary information to customers. Ability to answer customer questions (basic information such as prices, programming, installation of services, billing, etc.) With appropriate and accurate information. Must be able to communicate effectively both verbally and written, face to face, on the radio, and over the telephone with customers and co-workers.Prompt resolution of customer problems/complaints (resolves basic issues and refers complex issues and concerned customers to appropriate lead representative or supervisor as necessary).Must possess skills necessary for decision-making and retention. Must be able to operate a PC and computer printer.Setting priorities schedules/ reschedules service calls. Acquires and maintains current up-to-date cable "product" knowledge (i.e., Programming,promotions, etc.). Provides, with appropriate persuasive communication skills.Must have the necessary skills to determine service outages (i.e., use Knowledge Base and all other systems).Contacts customers concerning scheduled service calls. Creating and maintaining customer information (may receive/transmit/route/relay service callinformation to tier 2 technician. Other duties as assigned.
Teller, 05/2010 to 07/2011
HEA Federal Credit Union 121 Osigian Blvd, Warner Robins, GA 31088
Receive checking and savings deposits: verify cash and endorsements, receive proper identification for cash back and issue receipts of deposit.Examine checks deposited and determine proper funds availability based on regulation requirements and complete hold notices.Process savings withdrawals. Cash checks: verify endorsement, receive proper identification and ensure validity.Identify counterfeit currency.Answer basic customer inquiries regarding interest rates, service charges and account histories while complying with disclosure requirements, regulations and consumer privacy policies.Cross-sell bank products and services. Refer customers to the proper department for issues that cannot be resolved at the teller line.Count and roll loose coins.Issue personal money orders and cashier's checks, accept orders and payment for U.S. Savings Bonds and sell American Express Travelers Checks (single & multiple signer).Accept loan payments: verify payment amount and issue receipts.Buy and sell currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded.Ensure teller station is properly supplied.Verify deposit coupons are properly completed and checks are made payable to the “Credit Union”.Accept county property tax payments.Balance and update savings passbooks and close accounts when requested.Follow procedures for removing accounts for dormancy.Balance drawer daily, including periodic batching of cashed checks.Process cash advances, redeem U.S. Savings Bonds.Maintain appropriate currency logs.Follow all Credit Union policies and procedures.
Senior Teller, 07/2005 to 01/2010
Wells Fargo Bank 2714 Watson Blvd. Warner Robnis, GA 31093
     Supervises and coordinates activities of workers engaged in receiving and paying out money and keeping records of transactions in banks and similar financial institutions: Assigns duties and work schedules to workers to ensure efficient functioning of department. Trains employees in customer service and banking procedures. Approves checks for payment. Adjusts customer complaints. Examines TELLERS' reports of daily transactions for accuracy.   Consolidates and balances daily transactions, using adding machine and computer. Ensures supply of money for financial institution's needs based on legal requirements and business demand. May allow customers access to safe deposit boxes, following specified procedures. May monitor and review financial institution's security procedures and control access to vault. May count and record currency and coin in vault. Performs other duties as described under SUPERVISOR Master Title.

Associate of Applied Science: Accounting, Current
Central Georgia Technical College - 80 Cohen Walker Dr, Warner Robins, GA 31088
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Career Overview
Highly motivated, dependable, patient-focused healthcare professional with 20+ years effectively problem solving for office staff, patients, pharmaceutical companies, physicians and insurance companies. Constantly seeking ways to improve the flow of personnel by monitoring, analyzing, and implementing new processes. Four years as Front Office Manager with 6 direct reports and three indirect reports.
Core Strengths
  • Sharp problem solver
  • Critical thinker
  • Hands-on team player with remarkable level of integrity
  • Analytical thinker with keen instincts
  • Customer/Patient centered
  • Strong written and verbal skills
  • Strong work ethic 
  • Innovative
Professional Experience
10/2000 to 08/2016
Infusion Billing Specialist/ Front Office Manager Tennessee Rheumatology Nashville, TN
Insured reliable transition of claims to be processed by insurance companies. 
Developed and implemented the process for all areas of biologic infusion therapies.
Managed internal communications between nursing/medical staff and six direct reports.
Maintained close relationship between patient, insurance and pharmaceutical companies. 
Monitored reimbursement from insurance to ensure accurate payment of procedures.  
Educated patients on insurance terminology, policy details, claims issues and assistance companies. 
Maintained prior authorizations for office administered therapies. 
Participated with Pharmaceutical Advisory Boards as a specialist in the field of biologic billing.
Participated on drug study team as pharmacist and joint assessor. 
12/1994 to 10/2000
Collections Manager Green Hills Medical Clinic Nashville, TN
Set payment arrangements for balances.
Researched claims payments from insurance when discrepancies appeared. 
Appealed denied claims.
Refiled claims when necessary. 
Coordinated balances between office, patient, and collections agency when balances were delinquent. 
Education and Training
Bachelor of Science: Business Organization Bethel University Mckenzie, TN, United States
This resume is created in 7 minutes.
To obtain a credit manager position in a professional environment that will offer the opportunity for professional growth and advancement.
  • Have established a track record for discipline, flexibility, resourcefulness, and productivity in employment and academic work.
  • Offer the communication and interpersonal skills for dealing with all levels of professionals.
  • Have acquired knowledge and skills for effective market research, analysis, and development.
  • Offer management support and supervisory experience for ensuring a productive and smooth-running operation.
  • Recognized as outgoing, tenacious, energetic, and self-motivated individual.
Credit And Collections Manager 11/2017 to Current True Temper Sports Inc Memphis, TN
  • Credit Evaluation and Monitoring 
  • Perform initial and ongoing reviews of customer credit limits by reviewing financial statements, D&B reports, credit references, payment history, industry research, etc.
  • Daily review of orders on credit hold  
  • Send monthly statements customers and any research and resolve any discrepancies 
  • Regular review of accounts receivable aging and follow-up on past due accounts
  • Establish and manage relationships with collections agencies for delinquent accounts
  • Review and oversight of daily cash application process and reconciliation to bank deposits
  • Follow-up with customers on any short-pays or other payment discrepancies 
  • Develop and implement formal credit and collections policies and procedures
  • Take a leadership role in working with IT to implement improvements to our Oracle system and streamline processes: Oracle credit card processing, Dunning letters Oracle Trade Management for disputes and unauthorized deductions & Oracle i-receivables and i-payment
  • Evaluate feasibility and cost/benefit of credit insurance
  • Evaluate feasibility and cost/benefit of outsourcing collections activities for smaller accounts
  • Work collaboratively with sales, customer service, and shipping department personnel
  • Develop strong relationships with contacts at top customers  
Credit Analyst 08/2015 to 11/2017 Yusen Logistics (America) Cordova, TN
  • Performs credit checks on new and current customers
  • Recommends credit limit reductions, increases or special terms
  • Assists in development of credit rating criteria with upper management
  • Assisting in the centralization of credit into one location for all YLA divisions by enforcing the company's credit policy to standardize credit request and approvals thereby complying with audit guidelines.
  • Assisting in the rollout of the new updates and developing of new functions in JDE, QlikView and integrating the Warehouse Management software with JDE
  • Working on various departmental projects to enhance operations and accounting functionality
  • Coordinates with collection specialist to resolve customer problems concerning billed charges along with updating customer's accounts
Global Expense Analyst-Expense Administration 03/2007 to 08/2008 Primacy Relocation through Apple One Employment Temporary Assignment Memphis, TN
  • Audit expenses for Clients who are relocating for job transfers, foreign and domestic moves.  Included auditing the expense for travel, household goods move, home sales, and new home purchases
  • Generated invoices and captured all revenue for Primacy.
  • Invoiced Clients on weekly basis for expenses, service fees and home sale/purchases
  • Maintained and updated excel logs of all expenses on the main server
  • Worked with consultants closely to ensure that the policy for the transferee was followed correctly
Team Leader-Account Manager 11/2006 to 02/2007 Starr Concepts, INC Memphis, TN
  •  Door to door sales for Bellsouth phone service and Internet access for business owners
  • Provide training in the art of sales and to teach product knowledge to new employees
  • In charge of building a team, interviewing and providing a day of job shadowing to prospective employees
  • Assist in the office with any duty that is assigned to me
Stock Record Specialist 06/2006 to 07/2007 Morgan Keegan Operations Memphis, TN
  • Analyze stocks and approve short sales for brokers
  • Analyzed stocks and made deliveries to CNS and delivered to stocks to the fully paid for account from the stock borrow account
  • Updated stocks for DTC eligibility
  • Updated customer accounts for their long and short positions and moved into one account
  • Charged stock loan billing to other financial firms and updated system
Office Coordinator/Cashier 11/2003 to 07/2005 Big Lots Millington, TN
  • Promoted from cashier to office coordinator
  • Supervised cashiers to balance daily register transactions
  • Managed inventory levels by entering adjustments and returning defective merchandise
  • Handled weekly employee schedule
  • Prepared daily deposit and assisted with customer service issues. Repaired any computer and register issues
  • Rung up sales and provided excellent customer service
Associate of Arts: Finance 2006 University of Memphis Memphis, TN, USA
  • Minor in Management
  • Related Courses: Investments, Capital Markets, Computer Hardware/Software, Accounting, Business Statistics, Management, Marketing, Strategic Management, and Management of Financial Institutions 
  • Youth Director and Secretary/Treasurer at Woodstock Cuba Saddle Club
  • Actively involved with local Millington YMCA
  • Volunteer Program Team Leader for Woodstock's Ghost Riders 4H Horse Program of Shelby County
  • Selected for National's Dean List at University of Memphis
  • Member of Financial Management Association
  • Springer & Franklin College Sigma Eta Honor society Murray State University
  • Springer & Franklin intramural sports Murray State University
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Extensive knowledge in accounts receivable management. An innovative and results-driven leader focused on achieving exceptional results in highly competitive environments that demand continuous change and improvement. Accounts receivable professional with extensive experience building customer focused organizations that exceed expectations year after year.

  • Operations Management
  • Revenue / Profit Growth
  • Strong Leadership Skills
  • Analytical Problem Solving
  • Business Development
  • Risk Management
  • Call Center Management
  • Team Building
  • Communication Skills
  • Strategic Planning
  • Forecasting / Budgeting
  • Process Improvement
SEQUIUM ASSET SOLUTIONS, LLC Marietta, GA Director of Operations 09/2013 to 03/2018

Managed daily operations in retail bankcard, mortgage loans, and large volume DDA accounts. Managed daily auto-dialing campaigns to ensure Federal, State and local law compliance. Implemented work strategies to increase productivity based on company and client business objectives. Evaluated and analyzed performance of staff as individuals, teams, and specific business units to ensure business objectives were met.Trained and motivated staff of 60 employees that included various levels of management, administration and compliance. Maintained confidential information regarding rate of pay, bonus targets, and various pay grades. Prepared monthly budgets, forecasting, and recommended action plans required to manage cost to achieve business objectives. Company policies and procedures were written and implemented to ensure compliance with company policies and procedures as well as Federal, State, and Local laws.

FREDERICK J. HANNA & ASSOCIATES P.C. Marietta, GA Director of Operations 11/2005 to 03/2013

Executed the daily operations in a fast paced call center environment that included strategic inbound and outbound auto-dialing campaigns. Implemented work strategies to increase productivity based on company and client business objectives. Evaluated and analyzed performance of staff as individuals, teams, and specific business units to ensure business objectives were met.Trained and motivated staff of 300 employees that included various levels of management, administration, compliance and payment processors. Maintained confidential information regarding rate of pay, bonus targets, and various pay grades.Prepared monthly budgets, forecasting, expense forecast, and recommended action plans required to manage costs to achieve business objectives. Responsibilities included a satellite location in Missouri. 

Focus Receivables Management Marietta, GA Collections Manager 04/2003 to 08/2005


Managed a group of 25 employees that performed collection activities on a variety of clients that included auto deficiency, bankcard, and corporate clients. Maintained goals and budgets to achieve desired results for the specific portfolio assigned.Performed ongoing training to meet company and clients work criteria and expectations. Reviewed work to ensure compliance with both Federal and State collection laws.

Nationwide Credit Inc Marietta, GA Director of Operations 02/1990 to 06/2002

Managed daily operations of 200 employees in a call center environment to include forecasting, budgeting, training, and compliance. Analyzed productivity reports required by clients and direct reports to ensure compliance and profitability.Prepared monthly forecasts. Implemented strategic business plans to achieve desired results. Motivated and trained staff regarding client specific criteria, company objectives, and business requirements to exceed monthly targets both individually and in a group setting.

2 Year Clayton State College , Jonesboro, GA, USA
High School Diploma: Academic Riverdale Senior High School, Riverdale , GA, USA