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Skills

  • Closing processes
  • Customer service
  • Account dispute resolution
  • Budgets
  • Communications
  • Statutory Reporting
  • Operational improvement
  • Payment processing
  • Client Relationship Management (CRM)
  • Regulatory compliance

Work Experiences

  • Achieved zero breaches or penalties for 2019.
  • Collaborated with finance to reconcile accounts.
  • Created and maintained customer accounts and CRMs, which included interactions, payments, and personal information.
  • Double-checked all expense reports for accuracy and proper disclosure of expenses.
  • Reconciled discrepancies between the general ledger account for accounts receivables and the trial balance account for accounts receivables.
  • Cut unnecessary steps.
  • Coded and entered at least 10 invoices each day into in-house accounting software.
  • Adhered to prescribed scripts and maintained a friendly but firm demeanor while being fully aware of contractual obligations and legal remedies.
  • Boosted team-wide collections goals by 59%.
  • Put in place procedures for collecting past-due debts.

Summaries

  • Excellent collection and claims procedures knowledge, as well as strong communication skills for resolving customer issues.
  • Achieved a 74% recovery rate on aged accounts.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Collection Team Leader with a reputation for implementing lean workflow processes, reducing account retrieval time by 15 hours and significantly improving team response rates.
  • Meticulous collections professional with excellent communication skills and a confident yet approachable demeanor.
  • Effective at dealing calmly with difficult customer interactions.
  • Collection Team Leader is a multi-talented Collection Team Leader who is consistently rewarded for planning and operational improvements.
  • Mandarin and Portuguese are both fluent.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a high rate of satisfaction.

Accomplishments

  • Reduced escalated collections issues by 39% through conflict resolution training and customer-friendly negotiation tactics.
  • Implemented payment arrangement options, improving customer satisfaction and reducing delinquencies by 67% in 18 months.
  • Achieved an annual revenue recovery goal of $212,000 by driving process improvement initiatives and optimizing staff workflows.
  • Enhanced the collections department’s dispute resolution process, decreasing customer complaints by 48% and improving account retention.
  • Worked closely with the legal and compliance teams to minimize risk while improving collection rates by 85% within regulatory guidelines.
  • Led the introduction of automated payment reminders through Power BI, cutting manual workloads and improving follow-up response rates by 16%.
  • Coordinated closely with the customer service team to maintain positive client relationships during the collection process, leading to a 75% customer satisfaction increase in 2016.
  • Led a team of 6 collection agents to increase recovery rates by 23% over a several months.
  • Leveraged CRM integrations to efficiently assign overdue accounts, reducing manual distribution time by 26% and improving agent focus.
  • Led cross-department initiatives to process 4 accounts more efficiently, decreasing manual processing steps by 62%.

Affiliations

  • Toastmasters
  • Member, International Federation of Employee Benefit Plans for cross-functional leadership
  • International Credit Executives Group
  • Financial Management Association International (FMA)
  • Collections Process Certification under method
  • International Association of Administrative Professionals
  • Institute of Management Accountants (IMA)
  • Lions Club
  • Society of Women Engineers
  • Credit and Collections Management Association (CCMA)

Certifications

  • CompTIA Security+
  • Certificate in Consumer Collections Law by National Association of Retail Collection Attorneys (NARCA)
  • Certified Credit Executive (CCE) by the National Association of Credit Management (NACM)
  • Certified Professional Collector (CPC) by ACA International
  • Lean Six Sigma Green Belt Certification by ASQ
  • Professional Collection Specialist (PCS) by the American Collectors Association (ACA)
  • Salesforce
  • CompTIA Network+
  • Certified Treasury Professional (CTP) by the Association for Financial Professionals
  • Certified Risk Manager (CRM) by The National Alliance for Insurance Education and Research

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