Pauleny Chen

Strategic Order-to-Cash professional with a proven record of transforming complex, high-volume portfolios into efficient, automated, and scalable operations. Expert in process automation, collections strategy, and cross-functional collaboration. Recognized for driving measurable business impact and building sustainable capacity.

Senior OTC Analyst at The Estée Lauder Companies (2023-01 – Present)

• Lead strategic oversight of high-value retail portfolios (Aveda, Macy's, Sephora), ensuring operational excellence and timely collections.
• Lead automation and optimization initiatives (VBA macros, bots, Power BI dashboards) to streamline collections and reporting.
• Act as point of escalation for credit, billing, and disputes, ensuring continuity and rapid resolution.
• Partner with IT and SAP teams to deliver impactful process enhancements.
• Supervise and coordinate offshore team (Genpac) to ensure alignment and efficiency.
• Deliver reporting and portfolio insights for accounts exceeding $100M.

Subject Matter Expert – Collections / Order Fulfillment Specialist / Collections Specialist at Philips (2020-01 – 2022-12)

• Oversaw and optimized a portfolio of 125+ accounts, ensuring timely collections and proactive resolution.
• Identified and closed process gaps through automation and continuous improvement.
• Supported leadership with reporting, testing, and rollout of new systems.
• Strengthened collaboration with key retail partners to ensure accurate invoicing and payment compliance.

International Credit & Collections Specialist / Field Support Specialist at W.W. Grainger (2016-01 – 2019-12)

• Managed a $3M international portfolio with 200+ accounts, maintaining 69% current AR.
• Conducted 40+ daily contacts focused on collections and dispute resolution.
• Coordinated with operations and sales to resolve fulfillment issues.
• Strengthened client relationships through structured, proactive communication.

Inside Sales Representative at Dell Technologies (2019-01 – 2020-12)

• Built and managed customer relationships through targeted outreach and service excellence.
• Oversaw order delivery schedules and resolved post-sale issues.
• Consistently exceeded performance targets through strategic engagement.

Bachelor's Degree in Marketing – Latina University (2003-01 – 2007-12)

High School Diploma – Instituto Sun Yat Sen (2001-01)