Curriculum Vitae

Name: Marc TaylorDOB: 17/12/1983Phone: 086 8817066Email: marc-taylor@outlook.com

Experience

Argentina________________

11/2014 to 06/2015 Freelance Translator (Spanish to English) ● Subtitling for Netflix● Technical Manual translations● Newspaper translations

08/2013 to 05/2015 Kiosco - Chacabuco Nueva Cordoba ● Shop employee - full time

06/2013 to 08/2014 Clarkes Bar - Independencia Nueva Cordoba● Waiter - part time

Ireland________________

03/2006 to 03/2013 Accenture BusinessPO @ Microsoft

04/2011 to 03/2013 - Microsoft Interactive Entertainment Business (IEB) Operations Unit

UK, Ireland and Nordics Operations Account Manager (OAM)

Responsibilities

● Collaboration with the local Channel Operations Manager to deliver best in class service to Channel Partners and Sales Team. Identify

opportunities to reduce cost, revenue opportunities and improve customer/partner experience year on year.

● Own regional product Launches in terms of stock placement, logistics, engagement with accounts and subsidiaries

● Manage the Retail and Commercial clients order book daily● Drive intake planning and build requirements to optimise customer sell

thru● Owner of the account on-boarding, terminations and shipping

management processes.

Key Achievements:

● Successfully managed product launches such as Gears of War, Forza, Windows 8, Surface and Office 2013 amongst other key in-house software titles and Xbox accessories

● Design and implementation of a cross team software replication invoicing and revenue posting process for Microsoft Russia

● Revised the end 2 end process for the key UK retail account. Outputs were improved intake forecasting, increase in on-time delivery strike rate by mitigating receiver warehouse capacity challenges and maximising retailers sales.

● Product launch updates – implemented daily launch updates to Sales teams and operations as a forum to track sales progress, raise challenges and communicate key information. These were subsequently rolled out to all EMEA regions as an example of best practice.

● OAM community Co-ordinator, Member of the Operational Excellence panel and Credit Services/Risk SPOC to the Operations team.

● Provided in-house training to peers in terms of communication skills and day to day operations best practice.

● Performance rating classed as significantly above peer group.

03/2006 to 04/2011: Microsoft EOC, Credit Services

1/2011 – 04/2011 Microsoft Securities EMEA

Responsibilities:● Management of the renewals of customer Securities across all lines of

business ● Fortnightly reporting to stakeholders and daily interaction with Partner

Account Managers/local subsidiaries● Secure new guarantee’s and resolve open queries● Dealing with bankruptcies and claiming guarantees

08/2010 – 1/2011 Interactive Entertainment Business Holiday Season SPOC (Single Point Of Contact) – Kinect hardware launch

Responsibilities:

Operational

● Daily management of the client orders ● Working with the Risk department to co-ordinate and organise timely

credit reviews and the processing of securities to ensure up to date credit lines for customers. In addition I facilitated quick turnaround where there were opportunities to capitalise on business opportunities.

● liaised with the Collections department to gather information related to payment and delegate payment requests to allow for order releases.

Engagement

● Lead weekly regional sales and operations conference calls● Point of contact for credit risk● Point of contact for Account Managers and Operational challenges

Reporting

● Preparation of daily Europe Leadership progress reporting ● Developed a dynamic forecast tool to identify future credit issues based

on intake plans and credit rhythm. This allowed me to plan 4 weeks ahead and proactively resolve a potential sell in challenge before it arises in effect maximising sell in revenue during the key period whilst minimising negative partner experience

11/2007 – 08/2010 Team Lead - Microsoft IEB Collections UK, Ireland, Nordics, Benelux, GSA, MEA, Russia regions

Responsibilities:

● Daily management of 8 to 20 collectors dealing with Interactive entertainment Business (IEB) EMEA.

● Managed a portfolio of approximately 600 accounts● Monitor collection activity by prioritizing aged debt collection in terms of

invoicing and debit notes ensuring full adherence to SOX procedures● Produce Month End reports, target, forecast reports for the Credit

Managers and EMEA Sales and Operations.● Create and present monthly business reviews to the Microsoft Credit

Management Team● Regular conference calls and Meetings with the IEB Microsoft Credit

manager, Sales and Operations to discuss open issues, plan for peak seasons and process improvement.

● Daily management of orders on hold customers from a payment perspective.

Key Achievements:

● Winner of the BPO Oscars awards for Most Effective Career Councillor Ireland

● Runner up in the BPO Oscars awards for Best People Developer Ireland (across all career levels)

● Identification, Coordination and implementation of VAT compliant invoicing document’s across EMEA resulting in greatly improved receivables values and query reduction.

● Interface requirements for the build and implementation of the Microsoft Credit Services SAP collections tool.

● Streamlined key query resolution processes unique to IEB.● Developed and delivered a monthly “hot topic” training curriculum to raise

skill levels in the team.● maintained a fully SOX compliant collections team● Year on year improvement in achieving targets in a constantly growing

market.

09/2006 – 11/2007 Senior Collection AnalystIn addition to Collection Analyst requirements I took on the below responsibilities:

● Acting as support to Team lead and provided cover in his/her absence ● Provide training and coaching for new starters ● Assuming responsibility for retraining and coaching of existing staff

● Be proactive and innovative with ideas to improve processes and service / deliverables to the client

● Month end reporting to Microsoft credit managers and EMEA Sales and Operations team.

● Interview prospective candidates

03/2006 – 09/2006 IEB UK/Ireland collections analyst

● Managed EMEA Key Partner accounts in UK and Ireland● Maximising cash collection and collecting high quality dispute information

whilst maintaining a professional relationship with customers ● Reconciliation and closure of Debit notes for Returns, Pricing, Marketing,

Shipments and Rebates. Approximately 1,500 debit notes per fiscal month.

● Escalate issues in accordance with escalation policy (SOX process)● Direct Cash application through remittance advice and statements● Meet monthly collection targets in terms of telephone usage, invoice

payment, Debit note resolution and clearance.

EDUCATION

2002 Leaving Certificate – Oatlands College Dublin2002/2003 Arts – University College Dublin

FURTHER TRAINING

On the Job training at Accenture BPO:

● Leadership training● Interviewer training● Collections 1 –Collections tools and Techniques● Collections 2 – Challenging cases● Collections 3 – Advanced collections techniques and Risk management● Telephone techniques● Communications● Operational Excellence● Financial Analysis training● First Aid Fetac qualified

References available upon request