Credit and Collections Specialist

Scott Bonazza

*** * ******** ****** ** Seven Hills OH 44131 440-***-**** ************@*****.***

Career Summary:

Accomplished and highly motivated Credit and Collection Specialist with almost two decades of leadership and management roles, and exceptional communication, negotiation, and dispute resolution skills, seeks a position in the insurance claim industry. Possess strong interpersonal skills with ability to establish rapport at all levels. Organized and disciplined, while able to multitask, prioritize, and achieve organizational objectives and deadlines in diverse and challenging environments.

-Areas of Expertise -

Leadership Supervision Training and Development Business-to-Business Collections

Persuasive Communication: Oral and Written / Closings Negotiations Dispute Resolution

Contractual Interpretations Collection Laws / Practices and Procedures Budgeting Customer Service

Strategic Analysis Team Building Decision Making Assertiveness Troubleshooting

Professional Experience:

Recovery Specialist

Credit First National Association 2017-2018

Outbound calls to customers for collection of past due credit card balances

between 5-60 days past due.

Inbound calls from customers to resolve past due credit cards

Utilize customer service and negotiation skills to help reduce bad debt write off’s

Adherence to Banking Compliance Regulations

Credit and Collections Specialist 2012-2016

Supply Technologies Mayfield Heights, OH

Achieved increased responsibilities from assuming large balance collector functions, to undertaking credit manager duties three months post hire, due to exceptional work ethic and performance.

Secured average inventory of $14M with approximate 8% delinquency.

Proactively performed daily collection follow up with potential risk accounts.

Researched and investigated any contention items, determined causality, and promptly resolved.

Meticulously tracked pricing discrepancies, collaborating with internal departments, including sales office, and customers, to correct pricing.

Thoroughly reviewed and released orders on Credit Hold due to established credit limit risk category.

Expertly handled cash application, expeditiously posting payments in system. Skillfully evaluated and set credit limits for new customers based on credit worthiness.

Researched and resolved unauthorized deductions, manually corrected invoices and resubmitted for payment, or coordinated with branch to issue credit and create new invoice.

Diligently prepared and actively participated in weekly AR meetings, providing updates for each customer with invoices 15+ days past due.

Effectively accessed customer portal to confirm invoice payment schedules and addressed invoices.

Consumer Collection Manager 2006-2011

Joseph, Mann & Creed Shaker Heights, OH

Pivotal role in transitioning commercial collection agency to consumer collections, hired to lead consumer collection division and facilitate growth of company.

Accountable for entire hiring process, including training, motivating, and terminating employees.

Increased staff from 4 to 16 collectors due to incremental growth.

Boosted revenue from $16K to $140K per month.

Strategically implemented auto dialer resulting in 230% increase in calls.

Beneficially changed commission structure to promote team environment, from collectors being paid based entirely on individual performance, to group performance determining total dollars available for commission.

Grew recoveries of several key insurance clients resulting in increased placements by improving collector’s knowledge of client base, collection laws, and listening and communication skills.

Page 2 of 2 Scott Bonazza ************@*****.***

Expertly led project for large commercial client, outperforming competition and increasing placements by using automated dialer and increasing collector’s knowledge of customer and accounts.

Efficiently collected commercial business-to-business accounts while supervising consumer collectors.

“Scott did a good job of communicating his expectations to his group and then holding them accountable. He also has very good coaching skills. A good example of this is the increase in placements with several of our Insurance clients as a result of his group’s performance.” – Perry Creed, Joseph, Mann & Creed

OSI Collection Services 1997-2006

Valley View, OH

Consumer Collection Manager

Promoted from Commercial Collection Supervisor to Consumer Collection Manager due to outstanding work ethic and ability to manage increased responsibilities.

Responsible for call monitoring and proving feedback, account reviews and compliance

Communicated with sales regarding client performance, create and implement strategies for improvement

Successfully achieved incremental growth which led to revenue increase from $35K per month to $3.5M annually, while expanding staff from 6 to 54 collectors.

Implemented and staffed Salvage department which generated $750K in revenue in 2005.

Promoted and trained 2 Supervisors and 4 Team Leaders, and hired trainer and IT staff due to growth.

Transformed compensation plan for collectors to increase morale and performance by setting percentage of net dollars collected to percent of commissions, increasing as net dollars collected increased.

Exceeded 2004 and 2005 revenue plans by 226% and 114%, and achieved 12 of 12 goals in 2004.

Effectively employed automated dialer from manual calls.

Received monthly bonuses based on outstanding performance.

Commercial Collection Supervisor

Adeptly led, coached, and monitored 8-12 collectors, while accountable for: reporting, call monitoring, floor monitoring and providing feedback, settlement approval, and account and file reviews.

Efficiently performed collections on large balance commercial portfolio, diffused escalated calls, and routinely interacted with clients and sales representatives.

Commercial Collector

Successfully performed collections on high volume commercial portfolio, proactively negotiated payments, utilized skip tracing, conducted proper follow up on accounts, and collaborated with supervisor on training of new employees.

Effectively oversaw several projects to increase recoveries on specialized clients, resulting in increased placements due to boosted performance and department growth to 50+ employees.

Education:

High School Diploma, Normandy High School, 1987

Technology Skills:

Proficient in: Microsoft Word, Excel, Outlook

VAST, ALSERVE, Ontario Systems FACS, CollectionWorks, and Touchstar

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