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Skills

  • Risk assessment and mitigation
  • Data-driven decision making
  • Collections process standardization
  • Client communications and dispute resolution
  • Accurate payment posting
  • Persuasive communication
  • Problem resolution
  • First Aid/CPR
  • Employee retention and motivation
  • Effective time management

Work Experiences

  • Achieved results over the past year.
  • Completed recovery over two years.
  • Developed and led a new incentive program for collection officers, boosting overall team performance by 26%.
  • Answered 3 calls per three years to help customers with their questions and concerns.
  • Developed a new incentive program for collection officers.
  • Achieved mutual agreements across 17 accounts.
  • Developed a new collection process for international accounts.
  • Contributed to an incremental recovery of $14.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved a 18% reduction in account arrears.

Summaries

  • Boosted collector performance by 31%.
  • Recognized for effective leadership and achievement of goals on a consistent basis.
  • Achieved a 46% recovery rate.
  • Achieved 78% above collection targets.
  • Area Collection Manager with 18 years of successful cross-functional collaboration and budget management experience.
  • Achieved recovery in two years.
  • Area Collection Manager with a history of developing customized outreach plans that reduced repeat delinquencies by 45% across key customer segments.
  • Clear understanding of project management and stakeholder engagement as well as team leadership training.
  • Achieved a 30% increase in junior officer recovery rates.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Implemented a client outreach program targeting accounts just entering delinquency, recovering $3 within three years and lowering overall delinquency rates by 18%.
  • Managed a portfolio of 13 high-risk accounts, implementing tailored recovery strategies that led to the successful resolution of $13 in overdue balances.
  • Led the transition to a new collections software, training 2 team members on its functionalities and reducing manual errors by 30%. Ensured smooth adoption with no disruption to workflows.
  • Reduced the number of accounts escalated to legal action by 71% over two years through improved negotiation and mediation procedures.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed a robust early warning system to identify accounts likely to fall into delinquency, reducing overall default rates by 44% within one year.
  • Implemented account segmentation strategies that improved efficiency in handling overdue accounts, resulting in a 63% increase in recovery for accounts aged over 15 days.
  • Coordinated with internal business partners, successfully improving customer experience in the collections process through a revised communication plan, resulting in 61% customer satisfaction improvement.
  • Documented and resolved framework which led to program.
  • Collaborated with legal and compliance teams to restructure collection workflows, reducing escalation time for high-risk accounts by 42%.

Affiliations

  • Association for Supply Chain Management (APICS)
  • International Skip Tracing Professionals Association (ISTPA)
  • Business Professionals of America (BPA)
  • ACA International - The Association of Credit and Collection Professionals
  • Project Management Institute (PMI) - Collection Focus Group
  • Risk Management Association (RMA)
  • Jaycees
  • Innovators in Debt Recovery Conference
  • Compliance Professionals Forum
  • The Credit Institute of framework

Certifications

  • Certified Public Accountant (CPA)
  • Certification of Collection Recovery Specialist (CCRS) – 2022
  • Salesforce
  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • Google Certified Professional Cloud Architect
  • Debt Collection Professional Certification – Portland
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Credit Risk Executive (ACRE) – Vantage
  • Certified Revenue Cycle Specialist (CRCS) – Denver

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