1. Curriculum Vitae
Name: Marc Taylor
DOB: 17/12/1983
Phone: 086 8817066
Email: 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

2. ● 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

3. ● 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 Analyst
In 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.

4. ● 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 Dublin
2002/2003 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