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Skills

  • Customer service
  • Documentation and reporting
  • First Aid/CPR
  • Risk assessment and mitigation
  • Payroll and budgeting
  • Relationship development
  • Payment plan negotiation
  • Presentation design
  • Customer Relationship Management (CRM)
  • Client account management

Work Experiences

  • Evaluated employee performance and implemented incentives and team-building events to boost morale.
  • Addressed escalated billing issues by collaborating with multiple departments, resolving outstanding balances of over $17 within two years.
  • Accomplished this over 2018.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Achieved a 81% decrease in overall past-due accounts.
  • Analyzed delinquency data trends.
  • Achieved a 69% reduction in complaints.
  • Aligned strategies with customer payment trends.

Summaries

  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Customer Service Collection Supervisor.
  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Meet and exceed business objectives while catering to a wide range of customer needs.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • 18 years of experience streamlining processes, managing talented team members, and performing project management by an educated professional.
  • Clear understanding of cross-functional collaboration and performance reporting as well as cross-functional collaboration training.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Accomplished in mentoring junior staff.

Accomplishments

  • Developed a robust escalation protocol that allowed resolution of 30% of customer complaints without executive involvement in 2023.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Delivered real-time performance feedback via dashboards, increasing the collections team’s productivity by 42% within category.
  • Monitored industry changes and adapted collection strategies, delivering a 55% year-over-year gain in revenue collections in 2021.
  • Supervised a team of 2 account representatives to drive improvements in collections, achieving a 37% increase in successful recoveries.
  • Facilitated cross-functional collaboration that reduced process bottlenecks, improving collection response times by 33% %.
  • Collaborated with legal and compliance teams to update collections policies, ensuring 35% adherence to category, reducing audit risk.
  • Collaborated with marketing and customer service to develop campaigns that reduced incoming calls by 45% and increased self-service usage.
  • Implemented targeted training programs that reduced customer disputes by 42% and improved overall agent performance.
  • Analyzed account histories to identify patterns, reducing delinquent accounts by 74% within 2017.

Affiliations

  • International Council on Customer Service Organizations (ICCSO)
  • National Association of Credit Management (NACM)
  • Credit Research Foundation (CRF)
  • Credit Services Association (CSA)
  • Customer Service Institute of America (CSIA)
  • Collection Agency Management Association (CAMA)
  • Association for Computing Machinery
  • National Customer Service Association (NCSA)
  • Association of Information Technology Professionals
  • Credit and Collection Industry Association (CCIA)

Certifications

  • Apple Certified Associate (ACA)
  • Cisco Certified Internetwork Expert (CCIE)
  • National Credit and Debt Recovery Certification - 2018
  • Certified Call Center Manager (CCCM) from Brightline - 2017
  • Microsoft Certified Systems Engineer (MCSE)
  • Six Sigma Yellow Belt Certification - 2020
  • CompTIA Network+
  • Legal Compliance for Collections Certified Training - 2018
  • Customer Service Management Certified from Cedar Works - 2015
  • Debt Collection Compliance Training from Meridian - 2023

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