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Skills

  • CRM System Optimization
  • High-pressure situations management
  • Budgets
  • Relationship development
  • Financial Forecasting and Reporting
  • Accurate payment posting
  • Client Relationship Management (CRM)
  • Aging reports analysis
  • Stakeholder collaboration
  • Customer service

Work Experiences

  • Completed credit management and civil court practices training to keep my legal knowledge of collection practices up to date.
  • Achieved 73% higher successful payment arrangements.
  • Collaborated on cross-departmental projects.
  • Created and led weekly training and strategy sessions to increase morale and reduce turnover within the team.
  • Avoided fines.
  • Double-checked all expense reports for accuracy and proper disclosure of expenses.
  • Achieved a 28% resolution rate.
  • Achieved 65% improvement in collections efficiency.
  • Achieved zero breaches or penalties for 2019.
  • Accurately recorded cost and month-end accruals by balancing monthly general ledger accounts.

Summaries

  • Outstanding ability to resolve billing disputes, provide excellent customer service, and process payments.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Achieved a high rate of satisfaction.
  • Meticulous collections professional with excellent communication skills and a confident yet approachable demeanor.
  • Bridged communication between departments and customers.
  • Accomplished in implementing streamlined escalation processes for high-risk accounts, achieving faster resolutions and mitigating loss potential.
  • To address and resolve delinquent accounts, he employs strong organizational, technical, and interpersonal skills.
  • Achieved 25% improvement in key collection KPIs.
  • Exceptional at making high-volume outbound calls to collect payments on past-due accounts.
  • Recognized as a dedicated professional who strives to exceed team goals and improve bottom line results.

Accomplishments

  • Improved team morale and productivity by recognizing top performers and providing consistent feedback, contributing to a 17% collector turnover rate reduction.
  • Represented the collections unit in strategic planning discussions, helping align department objectives with broader company financial goals.
  • Resolved product issue through consumer testing.
  • Worked closely with the legal and compliance teams to minimize risk while improving collection rates by 85% within regulatory guidelines.
  • Expanded the team’s use of CRM tools to track customer interactions, boosting account recovery rates by 47%.
  • Collaborated with Finance and Operations to adjust targets, successfully reducing bad debt by $65,000 in 2021.
  • Led a team of 6 collection agents to increase recovery rates by 23% over a several months.
  • Reduced the average time to collect overdue payments from 14 days to 12 days through consistent team training on best practices.
  • Led the introduction of automated payment reminders through Power BI, cutting manual workloads and improving follow-up response rates by 16%.
  • Reduced escalated collections issues by 39% through conflict resolution training and customer-friendly negotiation tactics.

Affiliations

  • American Association of Credit Management (AACM)
  • Certified Credit Professional under procedure
  • Member, International Federation of Employee Benefit Plans for cross-functional leadership
  • Society of Women Engineers
  • Lean Six Sigma Green Belt, applied in collections management optimization
  • Member of a Regional Credit Union Association
  • Council for Debt Recovery Professionals
  • Certified Leadership and Talent Development Professional under Harbor & Co.
  • Member, National Association of Accounts Receivable Managers (NAARM)
  • American Medical Informatics Association

Certifications

  • Certificate in Credit Risk Management by the National Association of Credit Management (NACM)
  • CompTIA Network+
  • CompTIA A+ Technician
  • SHRM Certified Professional (SHRM-CP)
  • Certified Receivables Specialist (CRS) by Receivables Management Association International (RMAI)
  • Certificate in Consumer Collections Law by National Association of Retail Collection Attorneys (NARCA)
  • Certified Risk Manager (CRM) by The National Alliance for Insurance Education and Research
  • Revenue Recognition Certification by CPA Academy
  • Google Certified Professional Cloud Architect
  • Customer Service Excellence Certification by CXPA

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