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MICHAEL W.

GRISWOLD
3708 Bryn Mawr Court, Raleigh, NC 27606 / Cell: 919-961-6900 / Email: grizzync@gmail.com

SKILLED CREDIT, COLLECTIONS and CUSTOMER SERVICE MANAGER


People Manager - Team Support and Training
Negotiation - Problem Resolution - Legal Compliance - Customer Service

Performance-driven, results-oriented leader with a strong record of success in revenue recovery, reducing customer nonpay, execution of effective credit strategies and all facets of customer service. Experienced at consistent compliance with
corporate guidelines and helping customers navigate complex processes to reach satisfactory resolutions. Experienced in
negotiating with and understanding the needs of a full range of businesses and industries. Repeatedly takes initiative to
identify policy and process improvements and work amiably with related corporate teams, including sales, accounting, and
finance. Sharp focus on accuracy.

MANAGEMENT EXPERIENCE and PERFORMANCE HIGHLIGHTS


YP, Regional Credit, Collections and Customer Service Manager Raleigh, NC 1999 to 2015
(Formerly AT&T ADVERTISING SOLUTIONS formerly BELLSOUTH)

Lead Carolinas collections team and 60-75 sales representatives to collect unpaid account balances on over 1200 past
due accounts, and implement ongoing improvements to credit policy to reduce likelihood of non-pay accounts.

Managed all facets of credit and non-pay at the corporate and district level for 22 print and online directories
valued at $60-75 million. Served as a resource and problem solver for field collectors and sales reps. Kept District
General Managers and Regional Vice Presidents apprised of non-pay status of all ongoing directory campaigns.
Served as field liaison for corporate headquarters and legal. Dealt with and resolved all escalated customer billing and
service issues.

Delivered credit process training to sales representatives and managers with the emphasis on building high
performance teams. Frequently deployed to train collection managers and their teams throughout the Southeast.

Met or exceeded local release to cancellation quotas in all major sales campaigns. Top performer on dollars
collected and accounts released for the past four years. Four direct reports were ranked top field collectors across 22
states for 2008 -2012.

Developed and maintained spreadsheets in EXCEL for tracking, projecting and forecasting that were relied on
daily by local sales, corporate and executive management. Recognized as a subject matter expert in collection, billing
and customer data tracking software and related systems, including Amdocs software (CSS, ACRM, BOSS, AdSell),
OLSM, CORT, DAKS, BOCRIS, E-Link, document archiving with DocuShare and Document DNA, ADP Payroll, Concur
Travel and Salesforce Leads Management. Proficient in Office 2013.

Participated in preliminary, in-progress and post sales campaign reviews. Presented analysis of non-pay
accounts collection results and recommended tactical adjustments.

Represented the company in numerous legal collection mediations throughout the Southeast from 1999 to 2011
with a 90% success rate.

2011 Winner of the Southeast Collection Managers Key Contributor Award, Platinum Award Winner 2003, 2004,
2006, and Triple AAA Receivables Manager 2006.

BELLSOUTH, Directory Advertising Sales Representative Raleigh, NC 1993 to 1999

Formulated print and online advertising programs for over 300 clients annually in Raleigh, Wilmington, Charlotte,
Burlington and Chapel Hill. Demonstrated work ethic, likeability, and strong performance, earning the respect of peers
and managers and creating opportunities to lead others to success.

Mentor to new sales representatives 1996-1999, sales swat team 1998-1999, Quality Council (workplace
improvement task team) member for 2 years, elected union steward 1997-1999.
1994 Rookie of the Year, 1996 Spirit of Excellence Award, 1998 Presidents Club Honoree.

SOUTHLAND CAPITOL CORPORATION, Owner/ President Raleigh, NC (1989 to 1992)


Led lease brokerage firm by developing strong relationships with lenders, equipment vendors, and small business
borrowers. Match financing opportunities and investment returns to requirements and interests of various investment
groups, while securing company revenues through front end commissions.

Managed sales and controlled expenses. Determined company strategy as General Manager, and eventually as
Owner/Operator. Identified new markets and marketing tactics while managing over 20 individual lease broker
employees.
Supplied financing to end-use customers such as hospitals and dental offices that needed to replace or update
equipment. Also sold to businesses that needed capital equipment like PBX systems, laptops, computer equipment
and yellow iron. Handled $5 million in annual leases.
Recommended credit terms after evaluating companies who sought financing by personally verifying references,
analyzing financials, and doing research, prior to universal credit score systems.
Cultivated relationships with banks and investment groups, securing lines of credit through 4 major national banks,
as well as some regional East Coast banks.
Set up sub-broker network of vendors who sold capital equipment and contracted to supply financing to their end
customers. Developed network of over 50 sub brokers to generate lease clients.
Following changes in the economic environment and regulatory environment (investor tax credit cancelled and
banks pushing for increased regulation of lease brokerages), closed the business and paid 100% of creditors as
agreed.
Contracted with banks to evaluate commercial borrowers on site and provided recommendations to lenders about
how to protect their investment, and whether to call in the loan, give the business more time, or loan additional funds.
Successfully identified strategies to restore financial stability.

ATLANTIC COAST EQUIPMENT, Sales/Sales Manager/General Manager Raleigh, NC (1986 to 1989)

Sold restaurant equipment to small mom and pop restaurants, convenient stores, bars, etc. Set up credit and
lease accounts for future billing and to increase order sizes.
Promoted to Sales Manager in 1988, built sales team of 15, including hiring and training.
Promoted to General Manager of equipment leasing division in 1989, managed revenues, expenses, and
employees.
Assisted companies in finding financing for large capital equipment purchases.

PROTECTIVE EQUIPMENT INCORPORATE, Sales Representative Raleigh, NC (1981 to 1985)

Sold commercial and residential security, burglar, access/egress card and fire/smoke detection systems with
concentration in halon fire suppressions systems for computer equipment rooms.
Provided complete security solutions for businesses and justified costs to potential buyers.

RALEIGH POLICE DEPARTMENT, Police Officer First Class Raleigh, NC (1974 to 1981)

Enforced law using direct and indirect investigation tactics, in uniform and plain clothes
Investigated suspicions of crime fairly according to legal guidelines to ensure successful investigations and
community safety.
Multiple awards winner in over thirty highly competitive national events on a two man combat pistol team, shooting
with near 100% accuracy under high pressure conditions.

EDUCATION

BA Criminal Justice Wesleyan University, Rocky Mount, NC


BS Psychology Wesleyan University, Rocky Mount, NC

CERTIFICATIONS

North Carolina Licensed Notary Public


North Carolina Licensed Real Estate Broker

HOBBIES
Running, Saltwater Fishing, Kayaking

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