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Credit, Collection, and Customer Service Process Management

Red Cedar Hill, Pennsylvania, 19055, United States
$27.00 hourly
March 15, 2019

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Accounts Receivable and Customer Service Supervisor: with a record of accomplishment and hands-on experience in receivable operations in fast-paced environments. An Energetic contributor who takes ownership of the Accounts Receivable, Collections, and Customer Service Processes: with emphasis on Customer Service Oriented First Party Collections, Payment Processing, Credit Assessment and Analysis, Chargeback Applications and process management. Solid knowledge of aging reports, general ledger, 30, 60, 90, 120 outstanding lists, analysis, and credit rating. Experienced Supervisor; with strong organizational, efficiency management, and process development skills. Detail oriented with a keen ability to recognize discrepancies, identify, and execute appropriate resolutions quickly and effectively. A proficient and highly coachable experienced supervisor: with exceptional research, analysis, process management, and accounting abilities, as well as proficient knowledge of various software information systems.


Temple University (40 Credits earned 3.7 GPA) 2014- Current

Student of Adult & Organizational Development Training Bachelor Degree Program, minoring in Law

Students in “AOD” program learn how to effectively teach adults, in professional and organizational settings, as well as within traditional educational institutions as well as how to assess learning and training needs, then design and conduct development programs, training, and interventions. Additionally upon graduation, I will be a competent facilitator of conflict resolution and group decision-making.

Course Work Completed

Torts, Transformative Mediation, Conflict Intervention & Resolution, Contracts, and Dispute Management, Team and Individual Training and Development

Strayer University – Trevose, PA 2013-2014

Student of Business Administration – Transferred to Temple AOD with (3.75 GPA)

Course Work Completed

Arbitration, Business Accounting, Business, and Marketing

Overbrook Regional Sr. High School Pine Hill, New Jersey 1994-1996 HS Diploma- May 1996 Major: Co-Operative Business Education (3.75 GPA)


SOFTWARE: Peachtree, Excel, Access, PowerPoint, Microsoft Outlook, Oracle Financials, PeopleSoft, QuickBooks,

WordPerfect, Lotus Notes, Perfect Practice, Acrobat X Pro, Westlaw


Accounts Receivable Cash Applications, Credit and Collections, Reconciliation, ACH, EFT, and Credit Card Processing, Office Management, Project Management, Logistics; Shipping and Receiving, Skip Tracing, Customer Service, Quality Control, Research and Development, Problem Solving, Process and Compliance Management, Office Automation, Record-Keeping, Switchboard Operation, Database development in Microsoft Office Suite, Data Entry and Processing

Basic Knowledge NJ/PA: Merchant Law, Bankruptcy Law, Contract Law, Arbitration Practices, FDCPA, and SOX, Legal Documentation Assistance, Dictation, Medicaid Application Preparation & Case Management,


Fourans: NJ Office of the Public Guardian 9/2016 -4/2018

Guardian Representative / Notary Public

Special Project Completed

Designed a Centralized Task Management Database and documented a streamlined process for case management to improve on effectiveness of OPG team, support more effective cross department communication, task follow up, record retrieval, record keeping, and workload management.

●Responsible for reviewing intake records, auditing files, Analyzing financial records, researching and gathering data, document retrieval, and case management.

●Co-coordinate with OPG Financial Advocates and Care Managers assigned to each ward to ensure the timely completion of Medicaid Applications and subsequent submissions of pertinent documentation in support of the applications in response to request from County Medicaid Offices.

●Responsible for timely response to time sensitive matters including filing Fair Hearings and assisting OPG Attorney’s with Case Notes, Documentation, Summary Overview of the case, complete financial audit trails, case activity log and timeline.

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SIGNATURE INFORMATION SOLUTIONS (A LexisNexis Company), Trenton, New Jersey 6/05 to 9/2016 Accounts Receivable Supervisor / Notary Public

●Supervising directly three collectors and one cash applier, conducting annual reviews, overseeing time reporting, and PTO Management, in addition to assigning task and delegating responsibility to ensure effective work load management

●Vendor Manager and liaison for third party collection agency and attorneys, tracking their effectiveness and reporting their recovery progress monthly to CFO/VP of Finance.

●Review and analysis of data for financial statements and monthly closing reports

●Analyze data and participate in activities to complete audits for internal and external auditors.

●Ensure compliance with accounting control procedures (SOX, FASB, etc)

●Ensure collection and record retention practices are in compliance with company policies as well as FDCPA standards

●Responsible for accompanying collection attorney to court, arbitration or mediation hearings, in relation to delinquent accounts assigned for litigation

●Developed, updated/streamlined, and reviewed various AR, collection and customer service processes and policies

●Generated monthly collection reports for senior management

●Maintain regular daily account status reports and provide status on delinquent accounts.

●Supervise the completion and submission of proof of claims for bankruptcy filings and subsequent follow up.

●Negotiate reasonable repayment plans and/or settlements on qualifying accounts.

●Recovered on average 102% of the monthly revenue outstanding on DSO, 26% of which consist of balances over 90 days delinquent.

EQUITY ONE, INC, Voorhees, New Jersey 5/01 to 6/05

Senior Recovery Specialist

Responsible for all collections efforts, loss mitigation, and dispute resolution associated with all consumer loans, researching and gathering data, in effort to recover debts charged off as a P&L by Equity One Branch offices in a timely manner. Assessing viability in placing accounts for litigation, in pursuit of wage garnishments and bank levy’s.

●Primary objective was to collect on delinquent, Equity One personal loans, car loans, and second mortgages

●Required to consistently collect twenty a minimum of twenty eight thousand eight hundred dollars monthly on defaulted consumer accounts

●Provided customer assistance in resolving contract disputes, credit report discrepancies, and other account

●maintenance issues

●Entrusted to negotiate reasonable settlements on qualifying accounts

●Responsible for processing delinquent accounts for litigation and aiding attorneys in seeking judgment

DUN & BRADSTREET RMs, Marlton, New Jersey 3/99 to 5/01

Account Manager/Claims Processing Specialist

Promptly developed and handled commercial claims assigned for third party collections by following FDCPA standards, utilizing “Best Practices”, and reduction of DSO portfolio by continuously collecting and accounting for receivables due and resolving billing related issues to protect the financial stability of the client.

●Priority was to obtain balance in full payment on third party commercial claims.

●Prepared and forwarded daily reports to quality control, customer service representatives, and collection supervisor.

●Resolved disputes between clients and their customers by researching and gathering information, to identify problems or discrepancies on commercial accounts.

●Entrusted to implement reasonable payment arrangements and negotiate settlements on qualifying claims in effort to satisfy delinquent debts and maintain good customer relationship.

●Responsible for the timely follow up and processing of one hundred or more accounts daily

CSC & AFFILIATES, Clementon, New Jersey 3/97 – 2/99

Account Manager/Credit Representative

Ensure Customer satisfaction by addressing various customer service issues in a timely and professional manner.

●Main function, new account set up, data processing, accounts receivable, customer service, and credit approval.

●Prepared and forwarded daily status and accounts receivable reports to sales associates and management.

●Screened new customer orders before shipment

●Responded to customer service and quality control issues

●Processed shipping documents and UPS correspondence

●Researched and developed sales leads by making cold calls to potential customers for sales representatives

References Furnished Upon Request

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