Client Services Manager

Posted on: 2006-01-05

Joanne L. Papia 24 Piermont Street Watertown, MA 02472 (617) 484-0141  E-mail: [email protected] OBJECTIVE: To obtain a challenging position of responsibility that would compliment my exceptional experience in Client/Customer Relations and Administration. EXPERIENCE THE CCS COMPANIES, Newton, MA March 1996-Present Client Services Manager March 1996-Present • Recruit, train, and manage the client services division of a collections and A/R financial management firm whose combined income exceeds $30 MM with a Fortune 50 client base. • Manage a 35-associate customer service organization, including client service representatives, clerical staff, mail department, receptionist and administrative personnel. • Responsible for creation, implementation, maintenance and tracking of monthly production standards for the department. (Increased productivity over the past two years by 25% with no increase to staff or expenditures. • Leader for client service process definitions and cost-reducing improvements. • Responsible for the prioritization and balancing workloads between two facilities, (Newton and Portsmouth, NH) to successfully accomplish the goals and objectives of the department and the organization. • Developed and revised Standard Operating Procedure manual for the Client Services Department. • Oversees processing of incoming mail, averaging 7,000 pieces/week, from debtors and clients, ensuring proper handling and timely response, in some cases to meet strict statutory filing requirements. • Timely resolution of client inquires, issues, or disputes. • Management and metrics reporting to Executive Directors on a weekly, monthly, and yearly basis. FACS Conversion Project Manager January 1999-2001 • Liaison between CCS system conversion team and third party application vendor program manager. • Communicated CCS requirements/standards, maintained project status reports, tracked vendor performance to ensure all time lines were being met. • Team Leader for the Client Services department on cross-organizational FACS conversion team. Procurement Manager March 1996-2003 • Responsible for the design and implementation of new policies and procedures for purchasing from outside vendors. • Created purchase order and requisition system for two facilities. • Saved CCS in excess of $150,000 in fiscal year 1998 by renegotiating telecommunications contracts, implementing new mail procedures, and pursuing better pricing from third party vendors. • Saved CCS in excess of $75,000 in fiscal 2002 by renegotiating the pricing on our demand and Western Union envelopes. • Managed and negotiated vendor contracts and ongoing relationships with CCS. • Facilities manager and chairperson of CCS Safety Committee ensuring compliance with Worker’s Compensation carrier, local fire authorities, etc. Joanne L. Papia IPC Information Systems, Inc., Boston, MA April 1992-March 1996 Branch Administrator/Branch Controller • Responsible for computerized accounting for the Boston branch, including Accounts Payable, Accounts Receivable, Purchasing, Inventory and monthly financial closings. • Prepared yearly budgets and monthly reports. • Responsible for overall office management, human resources, benefits administration, purchasing and capital equipment expenditures. • Managed 15 administrative staff. Digital Mobile Communications, Waltham, MA December 1988-January 1992 Operations/Branch Administrator • Managed operations for 20 person organization made up of the following departments: *Customer Service *Contract Administration *Credit/Collections *Purchasing *Accounts Payable/Receivable *Clerical Support *Billing *Data Entry *Inventory Control • Collected outstanding receivables and reduced past due accounts by 40%. • Performed human resource and payroll duties including performance evaluations, assessment of benefits packages, and recruitment for open administrative staff positions. • Trained and motivated customer service personnel resulting in improved customer satisfaction. Thackray, USA , Woburn, MA October 1985-December 1988 Administrative Manager • Managed administrative personnel for international medical prosthetics equipment company. • Responsible for recruitment and training of new personnel. • Performed payroll, accounting and marketing functions. • Coordinated national trades show exhibitions. • Developed and revised corporate policy and procedure manuals for administrative branch. Ram Communications, Waltham, MA August 1983-October 1985 Operations Manager • Manager of five departments: Inventory Control, Credit/Collections, Accounts Payable, Accounts Receivable, Customer Service and Clerical Support. • Developed new procedures and formats for each administrative department. • Recruited personnel, administered benefits and performed orientation for all new employees. • Performed payroll and personnel functions. • Developed Operations manual. REFERENCES AVAILABLE UPON REQUEST