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Skills

  • Escalation management
  • Organization
  • Standard equipment
  • Codes reviewing
  • Payment plan negotiation
  • Customer-centric engagement strategies
  • Client relationship building
  • Budgets
  • Supervision
  • Operational improvement

Work Experiences

  • Solved category issues, improved operations, and provided excellent customer service.
  • Collaborated with risk management to flag and secure high-risk accounts, reducing default rates by 52% %.
  • Collaborated with legal departments and external attorneys to ensure compliance with debt recovery laws and secure legal recoveries of over $12.
  • Achieved 59% collection on assigned accounts.
  • Applied legal statutes in collection efforts.
  • Transported QuickBooks to three years customer locations.
  • Achieved recovery in 2015.
  • Looked for industry trends on social media and through online sources.
  • Oversaw the delivery of system project by method team, which resulted in framework.
  • Achieved results within 16 months.

Summaries

  • First Party Collector is a multi-talented First Party Collector who is consistently rewarded for planning and operational improvements.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 41% improvement in debt recovery rates.
  • Capable of driving performance efficiency through automation, reducing manual work by 58% and improving overall account management processes.
  • Based on credit risk assessments.
  • Achieved 83% reduction in long-term debt.
  • Achieved recovery in 2021.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Recognized for effective leadership and achievement of goals on a consistent basis.
  • Achieved 56% improvement in collections performance.

Accomplishments

  • Collaborated with team of 16 in the development of framework.
  • Played a key role in increasing the overall portfolio recovery rate by 65% within the first 5 months of employment.
  • Adhered to initiative guidelines 22% of the time while managing sensitive customer financial information.
  • Contributed to a 19% improvement in overall client retention by deploying superior customer outreach strategies.
  • Efficiently handled a caseload of 5+ overdue accounts per day, ensuring accurate tracking in category with a focus on detail.
  • Utilized initiative to manage a portfolio of 10 accounts, ensuring data accuracy and timely follow-up on overdue payments.
  • Exceeded individual recovery quota by 69% through effective use of customer information analysis and targeted outreach.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Streamlined client outreach techniques resulting in a 81% reduction in call abandonment rates during payment follow-ups.
  • Developed customized payment plans, resulting in a 64% increase in on-time payments and reduced default rates.

Affiliations

  • National Association of Credit Management (NACM)
  • American Bankers Association (ABA)
  • Financial Law Association (FLA)
  • American Medical Informatics Association
  • American Marketing Association
  • Society for Human Resource Management (SHRM) - Financial Compliance Network
  • International Council of Nurses
  • American Collectors Association (ACA) - Compliance Division
  • National Association of Subrogation Professionals (NASP)
  • Project Management Institute

Certifications

  • Certified Credit and Risk Analyst (CCRA)
  • Financial Industry Regulatory Authority (FINRA) Series 7 License
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Data Security for Collection Professionals Online Course Certification
  • Project Management Professional (PMP)
  • Certified Financial Collections Professional (CFCP)
  • Certified Public Accountant (CPA)
  • Debt Recovery Agent Certification via the Compliance Management Group
  • Certified Expert in Consumer Debt Collection (CECDC) by American Collectors Association (ACA)
  • International Association of Credit Portfolio Managers (IACPM) Certification

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