Customer Service Manager
Resume:
Carmen Harper (Rausch)
Spruce Grove, Alberta
Highlights of Qualifications
An Accounting Professional with 10+ years of experience; including A/R, Collections, Supervising, Escalation of accounts to legal, Preparation of legal files
15 awards for maintenance of receivables to set goals of days past due
Awards for exceptional customer service and conflict resolution•
Strong professional ethic and able to maintain confidentiality
Training experience and worked in a team to write training manuals and updated Policies and Procedures
Employment History
Affinity Credit
Edmonton, AB
Collector 2008- Present
Worked to collect accounts for a variety of clients and varying balances
Assessed accounts for viability of legal action or settlements
Account manager
• Audit accounts for compliance
Reviewed legal accounts and seek out enforcement leads
Summarized account activity and recommend any further actions
Approve and process accounts payable as required
Training of collectors, participation in staff evaluations
Delegating new business to collectors
Reception and clerical services as required
Ford Credit
Edmonton, AB
Collections 2001-2007
Worked accounts to restore customer to good standing
Vehicle liquidations- worked with dealerships and customers to finalize leases
Worked with bailiffs to assist in recovering assets
Worked in various departments to assess team dynamics and recommended solutions to increase team performance
Check auditor
• Part of team that operated as checks and balances for outgoing payments
Team builder/ Leader
• Worked to assess weaknesses in teams or departments and implement
solutions
Self- employed
Spruce Grove, AB
Advocate 2001-2010
Worked as an advocate for injured workers experiencing difficulties with WCB
Mediated disputed disability claims with insurance companies
• Assisting consumers with applications for tax credits for disabilities
Provided assistance in locating/accessing community supports
Conflict resolution for disputes with tenant/landlords & bylaw issues
Nordon Collections
Edmonton, AB
Branch Manager 1995-2001
Managed a staff of approximately 30 staff members (two teams)
Responsible for all escalated calls and legal collections
Online auditing of collector’s portfolios
Preparation of client proposals as part of a team
Posting of deposits
Responsible for all client relations
Hiring of staff, terminations and pertinent Human Resource issues
Worked as part of team to complete policy and procedures manual
Licensing of collections and ensuring adherence to all of the different Provincial laws
Education
Grant McEwan College- Voluntary Sector Management/ Small Business Management
University of Alberta-3 years in Bachelor of Arts Program
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