1. Robert L. Schickler
765 Bridgeport Ave. Apt. 201, Streetsboro, Ohio 44241
(440) 804-6827 • robert.schickler@yahoo.com
SUMMARY
Well respected professional with 25 years of management experience in business management, credit and collections, customer service, and
leadership skills. Respected builder and leader of customer-focused teams; instilling a shared, enthusiastic commitment to customer service as a key
driver of company goal attainment. One who leads by example and ensures the company’s best interests are always first and foremost.
PROFESSIONAL EXPERIENCE
Giant Eagle Inc. Bedford Heights, OH 1998 - 2016
Giant Eagle Inc., ranked 36 on Forbes Magazine's largest private corporations list, is one of the nation's largest food retailers and distributors with
approximately $9.5 billion in annual sales. Founded in 1931, Giant Eagle, Inc. has grown to be the number one supermarket retailer in the region
with more than 420 stores throughout western Pennsylvania, north central Ohio, northern West Virginia, Maryland and Indiana.
CorporateCreditManager
Managed a staff of 8 Collectors, and 3 Supervisors, in the day to day operations
o Responsible for a credit organization in a $50 million wholesale and retail business
o Reviewed credit applications of current and prospective customers, approved accounts and assigned credit limits up to $200K,
and recommended higher credit limits to the Vice President -Wholesale Division for approval
o Responsible for corporate and wholesale credit operations.
o Worked daily with order entry, accounts payable, accounts receivable, sales support, field sales managers, and executives to
insure quality, efficiency, and accuracy of orders.
o Worked closely with shipping/receiving staff to resolve transportation/inventory issues.
o Maintained DSO levels in accordance with company objective.
o Prepared financial analysis on results for sales, past due balances, cash flow, profitability ratios.
o Administered a credit review process using Dun & Bradstreet reports to assess customer financial status, payment trends, and
risk of future delinquency.
o Coordinated meetings with the Regional Sales Managers for aging review and reserve analysis on a regular basis.
o Developed "credit hold" procedures to prevent delinquent customers from being serviced.
o Created a process to minimize fraud and bad debit write off.
o Negotiated supply agreements for guarantees, which included UCC financing statements for fixed assets and inventory.
o Interacted with attorneys and collection agencies on debit recovery.
Customer ServiceManager –AccountServices
Managed daily operations of collections and customer service call center, collectors averaged 150 calls per day.
o Successfully established and maintained new vendor and collection agency relationships.
o Developed and implemented a compliancy policy, procedures, and training program. Reduced non compliancy by 10%, lowered
bad check expense, and increased customer service success rate.
o Reviewed team members’ performance and offered insight to areas of improvement.
o Handled inbound calls when call volume dictated or to cover staff shortages.
o Implemented an auto-dialing campaign which increased live customer contacts by 30%.
o Directed, motivated, and assisted in the operational, training, and technical functions of the department.
o Monitored and improved quality assurance scores by 20% through team /agent coaching and calibration sessions.
o Submitted monthly reports on random account reviews by the first day of each month
o Managed customer service plan, coordinated and controlled the activities to meet organizational and operational objectives.
o Created new metrics for the department; prepared and completed action plans; resolved problems; completed audits; determined
system improvements.
o Developed and implemented customer service policies and procedures.
o Coached staff for call center quality; used reports to measure inbound and outbound activity
o Instrumental in increasing revenue of $255,000 by utilizing Electronic Check Services program with a partnered bank to recover
NSF fees from the consumers.
o Department collection rate averaged 55% or $650,000 over the past five years.
o Established a 3 phase collection unit consisting of accounts receivable, in-house collections, and outside agency collections.
o Planned, prioritized and delegated work tasks to ensure proper functioning of the department

2. National City Bank Brecksville, OH 1993 – 1998
(Currently PNC Bank)
(Promoted to Consumer Loan Banking Officer on July 1, 1997)
Consumer Loan Services Collection Supervisor
o Supervised a staff of 16-20 team members.
o Responsible for hiring, training, motivating the entire collection staff.
o Responsible for the collection of accounts from 17 days delinquent to 120 days delinquent.
o Computed month end reports on all collection units and presented them to management in a monthly report.
o Tracked delinquency trends within the industry to determine department and individual goals.
o Assumed and supported planning, training, and implementation of special collection projects for my department.
o Provided separate collection training manuals for all special projects.
o Monitored and prepared delinquency reporting functions for two off-site collection departments and presented them to
management on a weekly and monthly basis.
Kinney Wallcoverings (Collins and Aikman) Beachwood, OH 1989 - 1993
Manager of the Credit and Collection department and extend credit lines to customers, or negotiated prepayments.
Credit Manager West Coast & Canadian Division
o Managed all stages of collections for 2 locations.
o Responsible for hiring, training, and motivating the entire collection staff.
o Trained and supported a staff of 15 collectors.
o Responsible for credit and collections for more than 10,000 accounts.
o Developed and maintained working relationships with fellow employees, sales representatives, customers, and upper
management.
o Attended and conducted monthly sales and staff meetings with upper management to review company credit trends.
o Tracked monthly delinquency figures for management reporting.
o Implemented programs and procedures to help with improving delinquency figures.
o Responsible for setting up all areas of the Canadian Collection Operation.
o Resolved customer and billing disputes.
Additional Credentials
o Excellent Communication and Presentation skills
o Organizational skills
o Quality Education Systems (QES) - Certified Teacher
o Giant Eagle, Inc. Corporate training GEBS January
2011
o Giant Eagle, Inc. Respect Series Trainer
o Giant Eagle, Inc. Welcome Work Shop Trainer
o Electronic Check Services certified Trainer
o Trans Union “How to Identify Fraud” Seminar
o Check Acceptance Trainer
o System Programs and Skills
o Microsoft Office, (Excel, Power Point, Word,)
o People Soft
o ACI – IBM
Education& Certifications
Kent State University - Kent, OH
o Bachelor of Science in Business Administration.
o Residence Staff Advisor 3 years.
o Personally financed 80 percent of college expenses.
Ohio High School Athletic Association – Certified Basketball Official- Akron, OH
o Greater Akron Official Association
o Permit # 178758 - 9 years of service