Customer Service, Training, Collections

ROBIN D. SMITH

Chicago, IL *****

(cell) 773-***-**** *************@*****.***

PROFILE:

Solid organizational and time management skills • detail-oriented • polished customer service skills • multi-faceted, conscientious professional who enjoys learning new skills • quickly adapts to organizational changes • can effectively strategize and prioritize to accomplish multiple tasks • articulate communicator • brings maturity and strong "people skills” to the workplace • balanced decision maker • objective listener • critical thinker described by colleagues as resourceful individual who maintains a positive, proactive attitude

EDUCATION:

Roosevelt University

Bachelors of Arts - Organizational Communications (Dean’s List, Franklin Honor Society inductee), May 2012

PROFESSIONAL EXPERIENCE:

Training

• Provided policy and procedure training in compliance with university policies for collections staff and student account representatives

• Trained and coached junior staff and student workers

• Provided collections strategies, technique training and coaching while

• Provided new hire training, one-on-one training and group training

S Customer Service

• Provided one-on-one guidance and confidential counseling, enrollment and tuition account management

• Point of contact for inter-departmental student services inquiries

• Resolved billing disputes and payment discrepancies; negotiated settlements and special payment plans

• Maintained portfolio of high volume accounts totaling over $15m, decreased DSO by 42%

• Researched credit history of customer accounts, resolved billing disputes, customer site visits

Administrative

• Managed delinquent tuition account balances through the enforcement of credit policies and best practice methodologies while supporting the University’s Strategic Plan and decreasing A/R and DSO

• Managed 3rd party collections placements and bankruptcy files; reviewed and interpreted customer contracts

•Executed credit, collection and settlement procedures in compliance with FDCPA.

• Primary liaison for 3rd party collections agency; analyzed agency reports to identify performance trends

• Managed freight accounts, collected delinquent balances up to $150k/month for major carriers

Intermediate proficiency: MS Outlook, Word, Excel and PowerPoint, Banner, Great Plains, NetSuite, SoftTrax

EMPLOYMENT HISTORY:

ROOSEVELT UNIVERSITY May 2012 – August 2014

Administrator – Student Accounts / full-time

CISION, Inc November 2005 – July 2011

Team Lead/Senior Collections Specialist / full-time

BONDED COLLECTIONS CORPORATION April 2003 – November 2005

Commercial Collector / full-time

AT&T (formerly SBC Advertising) April 1999 – February 2003

Field Collector / full-time

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