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Skills

  • Team building
  • Account tracking and reporting
  • Account recovery process optimization
  • Automation implementation
  • Network development
  • Root cause analysis
  • Customer retention strategies
  • Budgets
  • Time management
  • Communications

Work Experiences

  • Analyzed historical account recovery data.
  • Achieved a 46% reduction in erroneous account closures.
  • Created and used program reports to assist leadership in making key decisions and exceeding operational goals.
  • Consistently resolved issues within service level agreements.
  • Closed over $8 in sales, which included preparing contracts and processing order forms each 6 months.
  • Anticipated recovery needs.
  • Collaborated with IT to implement automation.
  • Assisted customers throughout the sales process, as well as during product setup and use.
  • Addressed each customer's needs and desires in order to make appropriate product recommendations.
  • Achieved a 83% increase in past-due collections over 5 months.

Summaries

  • Building relationships, cultivating partnerships, retaining top accounts, and growing profit channels by establishing trust are all skills that I bring to the table.
  • Costs were consistently reduced while profits were increased.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • With a background in marketing and sales of 17 products by informing customers of product benefits, client relations and cross-functional collaboration, enthusiastic sales expert with a background in marketing and sales of 18 products by informing customers of product benefits, strategic planning and vendor management.
  • Professional with cross-functional collaboration and process improvement expertise who is organized and resourceful.
  • Recognized for using ingenuity and creativity to meet and exceed sales, revenue, and profit targets.
  • Accomplished Account Recovery Specialist skilled in resolving high-volume account disputes, reducing response times by 83%, and enhancing cross-department collaboration to improve recovery rates.
  • Professional with a passion for sales and customer service, as well as communication and negotiating skills.
  • Highly skilled at hiring, training, managing, coaching, and mentoring sales and customer service representatives, as well as interacting with employees at all levels of the organization and the general public.
  • Accomplished Account Recovery Specialist.

Accomplishments

  • Monitored client feedback after recovery actions, presenting insights to management that led to a 79% enhancement in customer satisfaction ratings.
  • Collaborated with cross-functional teams, contributing to a 15% reduction in overdue account records by improving interdepartmental communication processes.
  • Facilitated recovery strategy workshops, sharing best practices that collectively reduced overdue account balance by $12 across the department.
  • Led a complex case review team, resolving 16 escalated account recovery disputes through effective communication and compliance checks.
  • Created and deployed customer communication strategies for inactive accounts, assisting the team in recovering over 10 in revenue.
  • Initiated customer outreach which led to the recovery of up to $4 in lost revenue from dormant accounts.
  • Led initiatives to reclaim over $4 in past-due accounts through targeted recovery strategies over a span of 4 months.
  • Implemented a data accuracy check system that increased account recovery success rates by 48% over 18 months.
  • Trained junior staff on updated recovery procedures, improving team-wide efficiency and reducing recovery backlog by 55%.
  • Developed a highly efficient recovery workflow, reducing the recovery timeframe by 26% and boosting team productivity.

Affiliations

  • Institute of Finance and Management (IOFM)
  • Certified Forensic Interviewer (CFI) Network
  • Society of Financial Service Professionals (SFSP)
  • Global Association of Risk Professionals (GARP)
  • American Marketing Association
  • International Institute of Business Analysis (IIBA)
  • Fraud Prevention Officers Network
  • Certified Asset Recovery Specialist (CARS) Certification
  • Financial Services Information Sharing and Analysis Center (FS-ISAC)
  • Lions Club

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Certified Regulatory Compliance Manager (CRCM) - American Bankers Association (ABA)
  • Professional Credit Collections Specialist (PCCS) - Northwind
  • Fair Debt Collection Practices Act (FDCPA) Certification - Cedar Works
  • Certified Public Accountant (CPA)
  • Six Sigma Green Belt for Process Improvement - program
  • Certified Data Protection Officer (CDPO) for compliance with GDPR - Meridian
  • Certified Consumer Debt Specialist (CCDS) - International Association of Credit and Collection Professionals
  • SHRM Certified Professional (SHRM-CP)
  • Certified Recovery Analyst (CRA) - Vantage

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