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Skills

  • Exceptional written and verbal communication
  • Client outreach and follow-up
  • Team management
  • Project organization
  • Time management
  • MS Office
  • Custom reporting generation using program
  • Collections workflow optimization
  • Root cause analysis
  • Proactive communication

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Looked for industry trends on social media and through online sources.
  • Addressed and reconciled discrepancies with customer billing issues, retrieving 36% of disputed funds within process.
  • Achieved a 76% dispute resolution rate.
  • Answered 6 calls per several months to help customers with their questions and concerns.
  • Authored updated collections policies.
  • Boosted recovery rate by 69%.
  • Addressed account discrepancies.
  • Oversaw the delivery of procedure project by standard team, which resulted in system.
  • Achieved a reduction in outstanding debt greater than 85% %.

Summaries

  • Strengths in budget management and team leadership backed up by Accounting and Finance training.
  • Adept in legal collections procedures.
  • Exceptional at making high-volume outbound calls to collect payments on past-due accounts.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 60% increase in positive customer feedback.
  • Recognized for effective leadership and achievement of goals on a consistent basis.
  • Applied dispute resolution skills.
  • Achieved 64% improved cash flow.
  • Skilled in tracking payments, resolving billing issues, and preparing account statements.
  • Achieved year-over-year debt recovery improvement of 46%.

Accomplishments

  • Maintained B2B relationships by working closely with key stakeholders to develop mutually beneficial repayment proposals, reducing write-offs by $89,000.
  • Improved client follow-up efficiency by implementing automated correspondence solutions, increasing successful contact attempts by 51%.
  • Developed B2B collections strategies for key accounts, successfully cutting overdue account balances by 74% within 6 months.
  • Drove continuous improvement efforts in collections methodologies, achieving 45% reduction in customer escalations within the past year.
  • Coached team members on effective negotiation tactics, leading to 81% improvement in first-time debt recovery success rates.
  • Resolved 12 escalated customer disputes, recovering a total of $145,000 in overdue payments, and maintaining strong client relationships.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Created personalized repayment strategies for 6 clients, leading to a 19% improvement in delinquent account recovery within the past year.
  • Led a successful initiative to reduce average outbound call times by 40% while maintaining a 66% customer satisfaction rate.
  • Collaborated with marketing to reduce bounced checks and prevent future account delinquency, achieving a 85% improvement in payment success.

Affiliations

  • Risk Management Association (RMA)
  • National Association for Credit Management (NACM)
  • Society of Human Resource Management
  • Jaycees
  • Association for Computing Machinery
  • International Association of Credit Portfolio Managers (IACPM)
  • Certified Credit & Risk Analyst (CCRA) through NAFCU
  • Association of Financial Professionals (AFP)
  • Association of Information Technology Professionals
  • Credit Managers Association (CMA)

Certifications

  • Certified Business Analysis Professional (CBAP) - framework
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • Certified Billing and Coding Specialist (CBCS) – National Healthcareer Association
  • Debt Recovery Certification – framework
  • Certified Information Systems Auditor (CISA) - category
  • Risk Management Certification - system
  • CompTIA Security+

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