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Skills

  • Key Performance Indicator (KPI) Monitoring
  • Client negotiation around payment terms
  • Project organization
  • Debt recovery strategies
  • Improved outstanding days through procedural changes
  • CRM software for collections (QuickBooks)
  • Communications
  • Process improvement
  • Supervision
  • Collections process optimization

Work Experiences

  • Achieved reduction in 2017.
  • Achieved results within 16 months.
  • Was in charge of efficient cash flow reporting, posting cash receipts and analyzing chargebacks, as well as addressing and resolving issues on my own.
  • Created workflow optimizations between the billing and collections departments, leading to a 65% improvement in invoice reconciliation times.
  • Collaborated with the sales team to resolve Asana billing disputes, reducing payment delays by $8 annually.
  • Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.
  • Looked for industry trends on social media and through online sources.
  • Accomplished this within several months.
  • Created workflow optimizations between billing and collections.
  • Allowed leadership to see real-time collections KPIs.

Summaries

  • Achieved a 21% improvement in overall collection outcomes.
  • Accounts Receivable Specialist with 4 years of experience in the accounts receivable department.
  • Avoided legal escalation.
  • Accomplished this within 2015.
  • Within Accounting and Finance, senior Customer Service Collections Manager and outstanding performer in process improvement and cross-functional collaboration.
  • Applied conflict management techniques.
  • Achieved results in 2021.
  • Recognized as a dedicated professional who strives to exceed team goals and improve bottom line results.
  • Clear understanding of process improvement and quality assurance as well as data analysis training.
  • Boosted overall department’s recovery rates by 37%.

Accomplishments

  • Recovered 16% of dormant accounts through personalized outreach strategies and follow-ups.
  • Negotiated repayment terms for delinquent accounts, recovering 18% of balances slated for write-off.
  • Reduced customer complaints by 83% through the implementation of empathy-driven collection scripts.
  • Redesigned outbound communication strategies, reducing default account rates by 39% over a 6 months.
  • Documented and resolved metric which led to initiative.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced delinquencies and improved collection rates by 57% through effective stakeholder engagement and negotiation.
  • Decreased escalations to the legal department by 65% through effective conflict resolution and payment plans.
  • Authored collections training manuals that boosted first-month productivity for new hires by 21%.
  • Increased overall department recovery rate by implementing a data-driven approach to contact and payment prioritization, yielding 18% improvement.

Affiliations

  • Debt Negotiation Training and Certification by Cedar Works
  • Certified Accounts Receivable Specialist (CARS) through Vantage
  • Certified Credit and Collection Professional (CCCP) through standard
  • Credit Services Association – Membership in Regulatory Best Practices Group
  • Rotary International
  • Certified Compliance and Regulatory Professional (CCRP) specializing in Collections
  • Association for Computing Machinery
  • Credit Research Foundation Association
  • National Association of Social Workers
  • American Medical Informatics Association

Certifications

  • Certified Business Analysis Professional (CBAP)
  • ITIL Foundation Certification in Service Management - Lakeside Partners
  • Certified Debt Collection Expert (CDCE) - American Credit Bureau
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Customer Service Manager (CCSM) - Customer Service Institute of America (CSIA)
  • Fair Debt Collection Practices Act (FDCPA) Certification - Vantage
  • Microsoft Certified Systems Engineer (MCSE)
  • Negotiation Mastery for Collections and Recoveries Certification - Summit Group
  • Certified Public Accountant (CPA)
  • Cisco Certified Network Associate (CCNA)

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