Collections/Manager/Supervisor

Catherine J. Daly

**** ********** ****** ************, ** 19149

215-***-**** ********@*******.***

Executive Operations Management

Professional Profile

Regional Director of Collections with 22 years of diversified experience in collections, operations, payment

window cash handling and customer service. Excellent organizational, leadership and communication skills.

• High performing operations management executive with expertise in building/optimizing

organizational processes to maximize business results.

• Skilled strategist who transforms strategic plans into workable solutions and benchmarks

performance against operational goals.

• Possess extensive scope of responsibility, proven success and track record of delivering optimal

results in a high growth environment.

• Operational improvements.

• Created tactical collections timelines to reduce bad debt and remain customer friendly.

• Cost reductions through improved system/process.

Areas of Expertise

• Process redesign

• Performance Management

• Continuous Improvement of Operational Process/.Standards

• Cross Functional Team Leadership Negotiation, Persuasion and Communication

• Training and Leadership Development

• Problem Solving

• Decision Making

Professional Experience

Director of Client Relations, Eastern Account System, Inc.

Sandy Hook, CT

December 2008 Current

• Contact other cable/communication industry leaders to offer our services as a 3rd party collection agency

in an effort to grow our existing business.

• Work with existing clients to assist in their collections timeline.

• Act as consultant for existing customer base.

• Maintain client base by developing relationships and serve as an extension of their team. Assist clients in

the development of their collections strategies.

• Responsible for the management of approximately 35 field collectors in PA, NJ, DE, MD, VA and NE

areas.

• Monitored progress of equipment collections from field collectors to insure that the monthly recovery

ratio percentages were met.

• Created and delivered weekly equipment collection list to the field

• Processed bi monthly payroll

• Handled any customer complaints from field.

atherine J. Daly

C Page 2

Regional Director of Collections and Billing, Comcast Cable Communications, Inc. Philadelphia, PA

2003 February 2009

• Responsible for the administration, billing and collections procedures for 1.1 million subscribers for

cable, high speed internet and telephone in PA/DE

• Responsible for regional collections outbound calling.

• Lead credit approval and collection processes.

• Established Regional strategies and policies for Credit/Collections and Accounts Receivable.

• Initiated procedures and processes and managed the all day to day facets of credit/collections including

term negotiations, customer service skills, analysis, liaison with outside collection contractors and

continuous re engineering of credit/collection process.

• Established proven methods of field collections currently used throughout Comcast PA/DE

• Developed and implemented training programs for collections staff, call center reps and Contractors.

• Acted as Point person for all division and corporate collection initiatives.

• Negotiated contracts with vendors and contractors

Collections Manager, Comcast Cable Communications, Inc. Philadelphia, PA – 1992 Feb, 2003

• Responsible for the collection process and administrative functions for a team consisting of 2 Supervisors

and 50 collections/administrative staff.

• Insured compliance of cash handling procedures at 5 payment centers locations which handled

approximately 2 million dollars per month.

• Monitored non pay processes that protected unnecessary bad debt while maintaining the customer base.

• Monitored and managed aged accounts to minimize bad debt.

• Created an outbound tracking report and analyzed data to identify success of collections efforts.

• Introduced and implemented the first outbound Collections team for the Philadelphia area.

• Developed a cost efficient customer verification process to check identity of customer base before

scheduling installation of services.

Accounts Receivable/ Collections Supervisor, Comcast Cable Communications, Inc.

Philadelphia, PA 1989 1992

• Supervised a team of 7 clerks insuring daily processes were completed.

• Implemented new procedures as created by management team.

• Coached and counseled employees as needed.

Accounts Receivable/ Collections Clerk, Comcast Cable Communications, Inc.

Philadelphia, PA – 1987 1989

• Developed the early stages of collection processes for the recently acquired franchise of the Philadelphia

cable system.

• Verified vendor/contractor invoices

Customer Service Rep, Comcast Cable Communications, Inc.

Philadelphia, Pa – July 1, 1986 1987

• Answered inbound customer calls, i.e. sales, service and billing.

Education

• Bucks County Community College Newtown, PA. 1977

• Archbishop Ryan H.S. Philadelphia, PA. 1975

• American Collections Association

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