Highly motivated, experienced Credit, Collection Executive with skills in Contact Center, B2B & Consumer Credit

SUMMARY OF QUALIFICATIONS

Extensive experience in credit, collection management.

Skilled at handling multiple tasks and projects simultaneously.

Effective problem-solver, Organizer, Team player.

Able to relate to people at many levels of business and management.

Successfully relocated and reestablished credit, collection team form Baton Rouge to Atlanta and integrated into the Home Depot support infrastructure.

Decreased expenses while exceeding support objectives.

Ability to manage large and small groups of people effectively.

Analytical and results oriented management style.

WORK HISTORY

Your “other” Warehouse, subsidiary of The Home Depot, Atlanta, GA

Credit, Collection Manager (2007-2017)

Sales 360 Million (2014)

Met deadline established to hire and train new Collection Team in Atlanta Support Center within in 90 days

Established Monthly Aging and Delinquency reports reviewed during Monthly Collections staff meetings as well as Management meetings

Collaborated with Cash and Billing Departments to effect changes that decreased DSO

Established monthly Collection Team meeting to discuss potential Charge-Offs and increased aging of Invoices and next course of action.

Established monthly and annual scoring, recognition and Incentive program for Collection Team

Identified returns as a root cause of Disputes then systematically eliminated to improve delinquency

Met frequently with Sales Team to establish good working relationships with New Clients and establish good communications with existing priority clients to proactively avoid future causes of delinquency and Collection problems

Established standard Collection work flows to improve productivity

Developed exceptional partnerships with over 150 sales and other support functions

Lowered payroll expenses by 45% during very challenging economy while exceeding sales support objectives.

Developed Credit, Collection Policy and Procedures

Created exception and early warning report customers forecasted to exceed credit limits

Manage day to day Credit & Collections operation supporting The Home Depot’s wholesale electrical and plumbing supply business

Completed historical validation of D&B scoring models

Established frequent conference calls with high priority clients and Management to discuss root causes of delinquency, (Returns Failures, EDI Payment or Billing issues)

Procured customer service and dispute resolution application

Implementing E-Billing, Invoicing and Payments thru service provider

Responsible for trouble shooting version upgrade of base accounting software system, Mincron

Calculated monthly reserve and create month Collection reports for Collection Staff and Executive Management

Able to quickly meet new objective to liquidate portfolio down to acceptable level within payment terms

July 2017 The Home Depot decided to exit this business unit and laid everyone off associated with this business unit.

Kirschman’s Furniture, New Orleans, LA

Director of Credit/Collections (2005-2006)

Successfully re-established base Collections efforts under stressful conditions post Hurricane Katrina

Assisted in sale of Kirschman’s Credit portfolio in conjunction with sale of the company to Rooms to Go.

August 2005 till July 2006 successfully rebuilt and restructured Kirschman’s Credit and Collections infrastructure, resulting from post hurricane Katrina disaster.

Developed tactical and strategic plans to improve Kirschman’s Credit and Collection Value proposition to meet executive management’s vision.

From April 2005 till August 2005 completed initial assessment of gaps in areas of systems, legal compliance, credit marketing, collection policy and procedures.

Saks Incorporated, Jackson, MS

VP Customer Contact, Credit Services and Collections (1996 – 2006)

Sales of 6.58 billion (2000), 354 stores

Improved Collection processes and automated standard Collection flows resulting in increased productivity

Implemented Real Time Collection productivity reports

Managed transition from internal to external Billing and decreased DSO and improved the Collection process

Managed change in Strategic Objection when SFA decided to sell portfolio.

Assisted in the sale of Saks Incorporated credit portfolio to HSBC. (Continued to support Customer Contact Center and related credit support for HSBC)

Efficiently managed expense budget for (2) 300-seat credit, collections and customer contact centers.

Procured and Installed virtual call center using ASPECT portal ACD system, provided operational infrastructure that enabled knowledge-targeted service across multiple contact centers (8 million contacts in year 2004). Including integration of collection calls to increase contact rate.

Advanced the technological backbone that enabled diverse customer interaction vehicles.

Established cross-center Quality Assurance and Training program.

Implemented associate rewards programs.

Procured and implemented OLAP tool using software purchased from AIM technology.

Procured and interfaced automated scheduling and real time adherence system.

Coordinated the consolidation of seven credit and collection operations of acquired companies.

Coordinated blending of Saks Fifth Avenue catalog (FOLIO/SAKS DIRECT) into the virtual contact center.

Installed Mail and Telephone Order system in contact center to support department store mail and telephone order business

Installed various upgrades to Melita Predictive Dialer to improve collection processes.

Automated many pop ups to provide help to collection associates and service providers.

Installed and enhanced VRU technology including but not limited to instant credit application processing.

Helped to develop and launch Loyalty programs.

Elected to Bank of the Great Lakes board of directors and participated in monthly meetings.

Assisted in compliance of Bank regulatory requirements and OCC audits.

Collaborated and launched Electronic Bill and Payment Presentment and related support.

Successfully converted Saks Fifth Avenue credit portfolio from third party vendor (ADS) to in-house processing and support.

Assisted in additional changes in credit terms that affected an increase in gross portfolio yield from 17.8 in 1998 to 20.6 in 2000

Assisted in changes in credit terms affecting an increase in gross portfolio yield from 16.59% in 1996 to 17.79% in 1998.

Successfully converted from co-branded credit card and launched new in-house card for Herbergers department stores, a division of Saks Incorporated.

Assisted in roll out of requirements related to the Gramm Leach Bliley Act.

Conditionally Integrated Collection operation into call flow and increased contact rate.

EDUCATION

Southeastern Louisiana University, Hammond, LA, Education Major

University of New Orleans, LA. Education Major

COMPUTER SKILLS

Microsoft Office, Power Point, Word, Access, Outlook, Crystal, AS400, Excel (including Pivot Table and VLOOKUP practical skills)

INTERESTS

Family, Fishing, Boating, Entertaining, Dinning Out

Contact this candidate