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Skills

  • Supervision
  • Bookkeeping
  • Automated collections systems
  • Relationship development
  • Risk assessment and mitigation
  • First-call resolution training
  • Cash application
  • Problem resolution
  • Team building
  • Call center operations management

Work Experiences

  • Consistently achieved monthly performance goals.
  • Had an excellent attendance record and was always on time for work.
  • Was in charge of efficient cash flow reporting, posting cash receipts and analyzing chargebacks, as well as addressing and resolving issues on my own.
  • Consistently exceeded department targets.
  • Contacted delinquent customers.
  • Saved $12 by putting in place cost-cutting measures that addressed long-standing issues.
  • Built strong rapport with customers.
  • Accessed and utilized predictive dialing tools.
  • Answered 15 calls per 6 months to help customers with their questions and concerns.
  • Accurately documented and updated collection call activity in QuickBooks, ensuring compliance with company and legal regulations.

Summaries

  • Within Miscellaneous, senior Collection Customer Service Representative and outstanding performer in data analysis and project management.
  • Consistently recognized for exceeding performance benchmarks, achieving monthly collection targets, and receiving the Top Performer.
  • Achieved results through clear, effective communication.
  • Collaborative professional experienced in interdepartmental teamwork.
  • Competent Accounts Receivable Specialist with 11 years of experience in high-volume environments performing all accounts receivable functions.
  • Achieved monthly collection targets.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Boosted on-time payments by 70%.
  • Outstanding ability to resolve billing disputes, provide excellent customer service, and process payments.
  • Adept at handling high-volume inbound and outbound calls, consistently achieving a retention rate of 24% through strong customer relationship management.

Accomplishments

  • Tackled complex financial discrepancies in customer accounts, resulting in recovered balances worth $8.
  • Collaborated with team of 5 in the development of method.
  • Generated monthly collection reports using HubSpot, offering actionable insights that improved department performance.
  • Delivered detailed performance reports to senior management, identifying key trends that resulted in 81% action plan efficiency gains.
  • Improved debtor payment adherence by customizing repayment plans, increasing recovery rates by $7 per month.
  • Managed key customer relationships during collection efforts, resulting in 15% retention of high-priority accounts.
  • Reduced total delinquent account backlog by 61% by implementing targeted collection strategies.
  • Collaborated with finance teams to improve payment processing systems, reducing transaction errors by 42%.
  • Consistently achieved 16% first-time resolution within collections, contributing to long-term customer loyalty.
  • Improved outbound call efficiency by 46% by employing structured call scripts and time management techniques.

Affiliations

  • Member, Risk Management Association (RMA), continuously studying risk reduction through more effective customer debt recovery.
  • Association for Computing Machinery
  • American Marketing Association
  • Association for Supply Chain Management (APICS)
  • Speaker, Call Center & Customer Experience Summit 2024, presenting on balancing collection needs with customer interaction quality.
  • Committee Member, International Association of Credit and Collection Professionals (IACC), advocating for ethical debt recovery practices.
  • Volunteer, local Financial Literacy Program, educating low-income families on debt management and collection avoidance strategies.
  • Certified through National Association of Credit Management (NACM), specializing in risk assessment for delinquent accounts.
  • Certified through CRMS Builders Program 2021, specializing in financial risk management solutions for collections.
  • Lions Club

Certifications

  • First Aid/CPR Certified
  • Certified Payments Professional (CPP) by Electronic Transactions Association (ETA)
  • Certified Public Accountant (CPA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Billing and Coding Specialist (CBCS) by National Healthcareer Association (NHA)
  • Certified Credit and Collection Compliance Professional (CCCP) by ACA International
  • Microsoft Certified Systems Engineer (MCSE)
  • Data-Driven Collections Strategy Specialist by method
  • Resiliency and Emotional Intelligence Certification for Debt Recovery by framework
  • Certified Dispute Analyst (CDA) by Credit Research Foundation

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