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Skills

  • Conflict resolution and mediation
  • Performance metrics analysis
  • Staff management
  • Standard equipment
  • Process improvement
  • Strategic planning
  • Client account management
  • Payment plan negotiation
  • Regulatory compliance
  • Time management and prioritization

Work Experiences

  • Supervised and guided new employees, and I responded quickly to questions, which improved understanding of job responsibilities on data analysis and workflow optimization.
  • Addressed escalated billing issues by collaborating with multiple departments, resolving outstanding balances of over $17 within two years.
  • Achieved a 69% reduction in complaints.
  • Investigated and resolved a variety of issues that impacted executive leaders and business initiatives.
  • Coached collectors in negotiation techniques, helping them enhance customer adherence to payment plans, resulting in $11 recovered in the first quarter.
  • Intervened between Customer Service Collection Supervisors during arguments and diffused tense situations using strategic planning and stakeholder engagement.
  • Achieved a 23% increase in standard monthly collections.
  • Effectively managed costs and billing, as well as financial discrepancies, by using category software to organize account information.
  • Adjusted strategies to improve revenue collections.
  • Organized corporate and office conferences for company employees and guests.

Summaries

  • Achieved a 20% reduction in overdue accounts.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • With 7 years of Customer Service experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • Customer Service Collection Supervisor is a multi-talented Customer Service Collection Supervisor who is consistently rewarded for planning and operational improvements.
  • Accomplished in mentoring junior staff.
  • Professional in office management and administration with 9 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • These abilities, as well as a strong work ethic, are available.
  • Customer Service Collection Supervisor who is self-motivated and has demonstrated leadership, organizational, and customer service skills.
  • To meet project objectives, prioritize projects and multitask effectively.

Accomplishments

  • Developed and implemented risk-based account monitoring techniques that resulted in a 85% reduction of high-risk delinquent accounts within 2016.
  • Led the department to exceed monthly recovery targets by 77% by implementing targeted collection strategies.
  • Ensured 53% compliance with federal and state regulations through regular team reviews and auditor preparation.
  • Optimized outbound calling scripts, which led to a 73% improvement in customer engagement and recovery outcomes.
  • Documented and resolved framework which led to program.
  • Reduced operational costs by 76% through streamlined billing and collections workflows, while improving debtor communication efficiency.
  • Simplified the customer payment process, resulting in a 15% increase in on-time payments and customer adoption of automated payment plans.
  • Collaborated with team of 12 in the development of initiative.
  • Designed and implemented a late-stage recovery process that resulted in a 80% decrease in written-off accounts over 6 months.
  • Facilitated cross-functional collaboration that reduced process bottlenecks, improving collection response times by 33% %.

Affiliations

  • Global Association for Customer Service and Collections (GACSC)
  • American Marketing Association
  • Collection Agency Management Association (CAMA)
  • American Collectors Association International (ACA)
  • International Council on Customer Service Organizations (ICCSO)
  • National Association of Credit Management (NACM)
  • Institute of Customer Service (ICS)
  • International Association of Credit Portfolio Managers (IACPM)
  • International Customer Management Institute (ICMI)
  • Institute of Credit Management (ICM)

Certifications

  • Customer Service Management Certified from Cedar Works - 2015
  • Certified Public Accountant
  • Certified Receivables Compliance Professional (CRCP) – 2018
  • Cisco Certified Network Associate (CCNA)
  • Certified Analytics Professional (CAP) - Focus on Collections Strategy - 2021
  • Professional Credit Associate (PCA) from Brightline - 2023
  • Certified Professional in Customer Service (CPCS) – 2024
  • Project Management Professional (PMP)
  • Certified Collection Compliance Officer (CCCO) from Cedar Works - 2015
  • Google Certified Professional Cloud Architect

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