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Skills

  • Collections process optimization
  • Codes reviewing
  • Debt recovery strategies
  • Data-driven decision making
  • First Aid/CPR
  • Customized repayment plan development
  • Compliance with collections regulations
  • Improved outstanding days through procedural changes
  • MS Office
  • CRM software for collections (QuickBooks)

Work Experiences

  • Accomplished this within several months.
  • Achieved a 43% drop in repeat cases.
  • Analyzed delinquent accounts and initiated recovery strategies, reducing overall write-offs by $11 within three years.
  • Avoided legal action in recovery process.
  • Awarded the Employee of the Year for highest national collections rate.
  • Achieved 63% increase in customer retention for 2024.
  • Awarded the Innovation Award for highest national collections rate, leading a team that surpassed the prior year’s target by 60% in 2019.
  • 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 customized repayment plans for clients.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Achieved a team-wide reduction of late payments by 40%.
  • Within tight deadlines, adept at accurately preparing weekly and monthly reports.
  • Customer Service Collections Manager with 11 years of successful performance reporting and strategic planning experience.
  • Accounts Receivable Specialist with 15 years of experience in the accounts receivable function.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Collaborative and focused on driving results.
  • Accomplished at fostering key client relations that turn previously delinquent accounts into reliable payers, decreasing late balances by 38% using customized repayment plans.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Offering customers payment plans and alternative debt restructuring options, they are well-versed in reducing loss and write-offs.
  • Collaborated with leadership on dashboard creation for real-time KPI tracking, improving management oversight and team accountability by 39%.

Accomplishments

  • Reduced delinquencies and improved collection rates by 57% through effective stakeholder engagement and negotiation.
  • Trained and mentored 4 new collection agents, leading to 4 successful promotions and increased department efficiency.
  • Successfully resolved 14% of escalated cases without requiring legal intervention, saving the company 3 in legal fees.
  • Recovered 16% of dormant accounts through personalized outreach strategies and follow-ups.
  • Leveraged data analysis to identify collections inefficiencies, resulting in a 10% uptick in successful recoveries.
  • Collaborated with team of 18 in the development of method.
  • Implemented process improvements for dispute resolution, shortening the average time to resolution by 64% days.
  • Collaborated with compliance teams to develop legal collection frameworks, reducing audit findings by 41%.
  • Partnered with sales and account management teams, reducing customer churn by 51% through proactive account handling.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Association for Credit and Financial Professionals (CFP)
  • Institutes for Financial Risk Management and Analysis (IFRMA) Membership
  • Association of Information Technology Professionals
  • Institute of Financial Operations (IFO) Certification in Collections Management
  • Certified Dispute Resolution Professional (CDRP) through metric
  • Society of Financial Compliance and Regulations (SFCR)
  • Jaycees
  • Credit Institute of standard (CIC) Certification Program
  • Risk Management Association (RMA) Network
  • Certified Compliance and Regulatory Professional (CCRP) specializing in Collections

Certifications

  • Certified Public Accountant
  • Certified Accounts Receivable Specialist (CARS) - National Association of Credit Management (NACM)
  • Certified Turnaround Professional (CTP) - Turnaround Management Association (TMA)
  • First Aid/CPR Certified
  • CompTIA Security+
  • CompTIA A+ Technician
  • Certified Public Accountant (CPA)
  • Certified Customer Experience Professional (CCXP) - CXPA
  • Project Management Professional (PMP)
  • ITIL Foundation Certification in Service Management - Lakeside Partners

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