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Skills

  • Customer retention strategies
  • Codes reviewing
  • Account reconciliation
  • Proficient in framework
  • Customer service
  • Negotiation and debt settlement
  • Minimizing aged receivables
  • Operational improvement
  • Dispute investigation and resolution
  • Aging reports analysis

Work Experiences

  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Achieved reduction over two years.
  • Closed repayment plans.
  • Transported Tableau to several months customer locations.
  • Solved procedure issues, improved operations, and provided excellent customer service.
  • Achieved results during a three years period.
  • Had an excellent attendance record and was always on time for work.
  • Assisted Recovery Collectors in properly applying customer remittances while working with Recovery Collector.
  • Actively participated in cross-training sessions with the legal team to stay abreast of current collection laws and regulations to maintain full compliance.
  • Decreased recoverable periods by 59% by standardizing collection processes and implementing more stringent follow-up procedures.

Summaries

  • Achieved zero legal disputes.
  • Recovery Collector with 8 years of successful strategic planning and performance reporting experience.
  • Avoided defaults through swift, strategic actions.
  • Adaptable Recovery Collector with proven skills in outbound communications, contacting 16 delinquent accounts daily and consistently bringing accounts current through personalized settlement solutions.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Offering customers payment plans and alternative debt restructuring options, they are well-versed in reducing loss and write-offs.
  • Accounts Receivable Specialist with 15 years of experience in the accounts receivable function.
  • Costs were consistently reduced while profits were increased.
  • Strengths in process improvement and cross-functional collaboration backed up by Miscellaneous training.
  • Achievement-driven Recovery Collector.

Accomplishments

  • Supported the migration to more efficient collection software, reducing manual processes and improving daily account management by 53%.
  • Created customized payment arrangements as part of customer-centric recovery efforts, leading to increased payment compliance and satisfaction.
  • Documented and resolved system which led to program.
  • Resolved debtor disputes by applying strategic mediation and negotiating techniques, reducing complaint escalations by 57%.
  • Reduced average days overdue (ADO) by 9 days while managing 4+ accounts worth $13 in receivables.
  • Resolved product issue through consumer testing.
  • Leveraged multilingual communication skills to negotiate repayment plans with a diverse debtor base, recovering $12 over several months.
  • Developed detailed reports on debtor behavior using CRM software, improving recovery performance tracking and analytics for engineering.
  • Implemented a prioritization system for contacting high-risk debtors, resulting in a 51% increase in collection efficiency.
  • Resolved customer disputes efficiently, improving debtor relationships and facilitating accelerated payment resolutions.

Affiliations

  • American Medical Informatics Association
  • Institute of Financial Services (IFS) – Credit and Collections Management
  • National Association of Retail Collection Professionals (NARCP)
  • Service Excellence Network (SEN) – Customer satisfaction and experience improvement
  • Toastmasters
  • National Association for Legal Support Professionals (NALS) – For legal compliance training
  • Credit Services Association (CSA)
  • Society for Human Resource Management (SHRM) – Emphasis on conflict resolution in debt recovery
  • Freemason
  • Data-Driven Marketers' Alliance – Advanced reports analytics and customer behavior tracking

Certifications

  • Certified Credit Counselor (CCC) – Beacon Labs
  • Certified Accounts Receivable Specialist (CARS) - National Association of Credit Management
  • Call Center Representative Certification - ICMI framework
  • Professional Credit & Collections Certification (PCCC) - Summit Group
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Risk and Compliance Management Professional (CRCMP) - framework
  • Cisco Certified Internetwork Expert (CCIE)
  • Negotiation Mastery - process
  • Certified Debt Specialist (CDS) - Brightline
  • Introduction to Account Management Certification - system

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