STEPHANIE MACK, MBA2595 Rourke DriveAurora, IL 60654

630.978.4588raneemack@yahoo.com

FINANCIAL, LEGAL, RELOCATION ANALYST AND EXPERT MANAGERHighly experienced management professional with over 30 years in the financial industry. Exceptionally skilled at account analysis. Consistently overhauls processes and procedures to increase efficiency and cut costs. Proven ability to excel in roles in the legal and financial industries. An expert manager who guides teams to continual improvement and works to advance corporate objectives. A critical thinker with a passion for problem solving.

AREAS OF STRENGTH AND EXPERTISE

Personnel Management Financial Analysis Collections Management

Process Development Strategic Planning & Analysis Cost Reduction

Goal Management Financial Reporting Customer Relations

PROFESSIONAL EXPERIENCE

Randstad (MetLife), Aurora, IL September 2014 to PresentBilling AnalystResearch complex billing and payment errors including missed payments and processing errors and provide prompt resolution. Process refunds and perform account analysis using MetLife operating systems.Key Accomplishments: Complete processing for 60–100 records a day to meet company goals.

Hillside Rehab & Care, Yorkville, IL September 2011 to PresentVolunteerVisit residents monthly to read, provide companionship, and assist with depression or sadness.

Academic Substitute Teacher, Oswego sd308 October 2007 to October 2008Taught Math, Language Arts, English for International Students, Science, and Physical Education to students in Pre-K through grade 12.

Robert Half Management Resources, Oak Brook, IL October 2001 to February 2008ManagerManaged research and analysis on accounts receivable and reported valuable findings to management. Supervised collections and cash applications staff. Acted as liaison for outside collection agencies. Managed the staff performance of credit analysis and collections for sensitive customer accounts. Developed collection management and project goals and monitor progress, redirecting operations as necessary to achieve company goals.Key Accomplishments: Managed staff of seven in analyzing 61 receivables to identify causes of rapid increases, determining three

major causes—customer billing errors (10%), departmental miscommunication regarding processes and procedures (60%), and missed collection call contacts (30%).

Developed the credit and collections team through continuous coaching and performance management.

Venturi Staffing Partners, Naperville, IL January 2006 to January 2007ManagerOversaw a team of seven in successfully assisting callers with payment plans, garnishments, and lawsuits while ensuring client satisfaction. Led team meetings and performed analysis on call data. Managed flex time scheduling to organize productivity and meet company needs. Identified areas for improvement and performed research functions including root cause analysis and technological assistance to develop solutions and optimize performance. Developed, administered, and monitored Service Level Agreements (SLAs) with business partners. Performed credit analysis on complex cases.

STEPHANIE MACK Resume, Page 2PROFESSIONAL EXPERIENCE CONTINUED

Key Accomplishments: Implemented call training for associates resulting in a 15% decrease in call escalations. Monitored calls and provided training resulting in a 30% increase in collections in 30–90 day aging

period. Resolved customer inquiries escalated from first contact within 48 hours. Increased efficiency and productivity during the call process.

Pinnacle Group Associates/Primacy Relocation, Lisle, IL July 2000 to October 2001Relocation Account ManagerManaged complex portfolio of services for major corporate clients. Guided clients to maintain projected closing or relocation schedules and responded to and resolved client queries while providing a high-quality customer experience. Prepared daily, weekly, monthly, and ad-hoc reports and analyses covering market valuations, relocations, completions, and customer satisfaction.Key Accomplishments: Negotiated home sale values to generate revenues of over $1.5 million.

Caterpillar Financial Services, Lisle, IL January 1999 to July 2000Legal Financial AnalystOversaw a repossession inventory and legal accounts portfolio valued at $7 million. Prepared legal packages for bankruptcy, money judgments, recovery, and replevin. Performed analysis on financial statements, pinpointed discrepancies, and recommended strategies for collecting receivables. Continually managed a pipeline of in-credit transactions. Collaborated across departments to facilitate the collection effort. Assisted purchasing, billing, and collection departments with document review to ensure accuracy and proper documentation.Key Accomplishments: Oversaw auctioning of repossessed equipment to pay balances on 30% of accounts. Developed Microsoft Access reports for Customer Service Manager.

Channeled Resources, Chicago, IL September 1997 to September 1998Managing Partner – New Construction SpecialistManaged a portfolio valued at $2 million with $150,000 credit approval. Handled and resolved customer repayment escalations. Generated forecasts and cash analysis reports for customer-specific reviews.Key Accomplishments: Reduced bad debt expenses by 15% after negotiating payment and credit terms in customer contracts.

Chicagoland Churches of Christ, Chicago, Lisle (Cat Finance), Naperville and Aurora, IL 1988 to PresentBible Teacher

Sprint Communications, Rosemont, IL January 1987 to September 1997Senior Credit Analyst and Bankruptcy AdministratorManaged bankruptcy, liquidations, bulk transfers, mergers, and acquisitions. Evaluated and modified business models through strategic planning. Led both internal and external teams and committees and strengthened internal and external partnerships through mutually beneficial collaboration. Provided training, mentoring, and coaching.Key Accomplishments: Analyzed accounts and provided credit analysis resulting in 15% increase in bottom-line accounts

receivables. Redesigned and implemented procedures for collection calls and monitoring via Business Process

Improvement Team and improved efficiency of account administrators by 35%. Reduced uncollectible accounts by 17% by improving collection practices and performing risk

assessment. Reduced fraudulent activity on domestic and international accounts by 10% through performing skip

tracing investigations on suspicious account activity.

EDUCATION AND TRAINING

Master of Science, Finance, Benedictine University, Lisle, IL

STEPHANIE MACK Resume, Page 3Bachelor of Science, Business Administration (Legal), Roosevelt University, Chicago, ILAssociate Degree, Business Administration, Southwestern Christian College, Terrell, TX

Paralegal Certification, The American Institute of Paralegal Studies, Chicago, IL