1. David M. Steinkraus
5300 Annapolis Lane North #4109
Plymouth, MN 55446
(612) 670-1709 (cell)
(612) 656-0662 (work)
ds671m@att.com
AT&T 2007-Present
Manager Credit and Collections (2007-2013 and 2014-present)
• Manage a team of non-exempt credit representatives, performing inbound and outbound
collection efforts, for large business/premier client group customers throughout US
• Manage a portfolio of over $60 million in total A/R
• Lead the analysis of accounts receivable and aging of accounts to establish strategies and
procedures to reduce delinquency and bad debt, in a pooled collections environment
• Conduct monthly coaching and follow up sessions with my representatives to discuss
productivity results, strategies and to ensure consistency and continuous improvement
• Review and manage approvals for disconnects of complex large business accounts
• Daily schedule management and monitoring of inbound and outbound call flows to ensure
availability and optimum levels of service
• Manage partnership with Sales Executives by following up closely on contractual
agreements and/or complex billing disputes to ensure prompt resolution and prevent
loss/delinquency
• Review and support method and process logistic, documentation and implementation
• Teamed with 1st
, 2nd
and 3rd
level managers in rolling out the Leadership Development
program for the center
• Partner with other managers throughout the Sharon Dunlap organization on the Customer
Rules initiative
Service Executive - SCG (2013-2014)
• Gather provisioning, repair and A/R reports to provide customers during monthly
Stewardship meetings
• Troubleshoot customer problems and determine possible resolutions
• Analyze customer current product usage and anticipate future service needs
• Develop and manage service action plans to correct recurring or longstanding service
issues
• Partner with billing group to manage resolution of billing disputes
• Provide input to sales and assist with RFP development and presentation
• Develop and maintain customer specific Service Guides
• Six Sigma Green Belt Certified

2. Bullnose Tile of San Jose 2005-2007
General Manager
• Managed a team of seven sales associates and six warehouse associates
• Initiated a sales incentive program to reduce inventory of slow moving and discontinued
merchandise
• Partnered with the warehouse staff in re-merchandising the store to increase sales and
enhance the customer’s buying experience
• Implemented individual monthly sales goals for all sales associates in order to establish
monthly sales goals for the company
• Coordinated with the owner and buyer in selecting new product lines from domestic and
international manufacturers
AT&T 1996-2005
MOW Special Project (2004-2005)
• Managed accounts receivable for several dedicated customer portfolios
• Partnered with Global sales team in resolving billing issues
• Systems SME for the team in Minneapolis and Tampa
Accounts Receivable Risk Manager (2002-2004)
• Managed accounts receivables for three regional sales branches
• Teamed with branch operation’s managers, sales teams, collections, and Customer Care
in resolving billing issues and reducing accounts receivables for the sales branch
• Proactively identified dispute and collection issues through analysis of outstanding
accounts receivables
• Exceeded 2002-2004 year end A/R objectives for all three sales branches
• Partnered with other Risk Managers on special projects to resolve billing and A/R issues
for sales branches who had not met their 0 – 90 day A/R objectives
Manager Credit and Collections (2000-2002)
• Managed a team of 14 collection and billing inquiry representatives for International
Private Line and Frame relay
• Team reduced 180 day A/R $14.3 million or 50.1% and total A/R $31.1 million or 21.9%
for 2002
• Conducted team meetings to inform team members of their individual goals as well as
team and center objectives
• Partnered with domestic and international account teams, as well as Concert project and
billing resolution teams in resolving billing disputes
• Implemented processes to measure attainment of objectives and continuously reviewed
with associates the current status of actual results against performance objectives

3. Call Center AE (Global Markets) and Data Consultant (Growth Markets) (1998-2000)
• Consulted with Call Center managers and Telecom managers in finding solutions to their
telecommunication and Call Center needs
• Contributed to account team acquisition of annual telecommunications renewal contracts
totaling over $18 million
• A 17% YTD increase in Inbound MOU with a base of 13 million minutes
• Developed responses to Request for Proposals (RFP)
• Conducted call center reviews, one of which contributed to the signing of a three-year
contract totaling over $6 million per year
• Utilized consultative selling skills to close sales within assigned accounts
• Partnered with support organizations to ensure focus on customer satisfaction
Teleconference Customer Relations Coach (1996-1998)
• Motivated thirty teleconference associates through consistent and fair application of
performance standards and expectations
• Created the necessary vehicles to ensure messages are communicated to associates in a
uniform, constant and timely manner, resulting in a higher level of customer service
• Improved Center productivity by facilitating the learning growth and development of
associates resulting in a Speed of Answer increase of 12 percentage points
• Implemented processes to measure attainment of objectives and continuously reviewed
with associates the current status of actual results against performance objectives
• Encouraged ownership and commitment by involving associates in planning, decision-
making and implementation efforts resulting in higher Center morale
• Member of the National Corporate Process Management Team
• Member of the National Coaching Process Team. Coordinated with team members in the
development and implemtation of a National Coach’s Playbook
EDUCATION
St. Mary’s University of Minnesota
M.A. Management
St. Cloud State University
B.S. Marketing