Dorothy Pellazari

Granite City, IL *****

618-***-****

ad3cfs@r.postjobfree.com

Summary

Seasoned Collections Specialist excited to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems. Offering 10-years of success in sales and service positions. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Skills

Delinquent Account Management

Skip Tracing

Repayment Negotiations

Debt Management

Collections Process Improvement

Billing and Collections Best Practices

Billing Procedures

Financial Reporting

Payment Posting

Outbound Calling

Customer Research

Finance

Call Center Background

Following Conversation Scripts

Collections

Payment Acceptance

New Hire Training

Credit and Collections

Experience

March 2021 - December 2023

Rescue Bucks - Florissant, MO

Collections Agent

Met demands of busy collections group by performing high volume of daily calls. Monitored customer accounts for changes in financial status or contact information. Monitored overdue accounts using automated information systems. Updated account status records and collection efforts. Researched customer accounts for any discrepancies or outstanding payments. Received payment and posted to appropriate customer accounts. Maintained accurate records of all customer contact attempts and account updates in the database system.

Completed skip traces on customers failing respond to collection efforts. Improved existing collections processes by analyzing rejection patterns and denials. Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.

Processed payments and refunds quickly to maximize efficiency and meet performance targets. Accepted and processed customer payments and applied toward account balances. Achieved production goals by training new employees and incentivizing team members. Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Participated in training sessions related to new technologies used by the company's collections department.

Attended weekly meetings with internal departments to discuss progress on collections efforts. Drafted correspondence to customers regarding overdue accounts and payment arrangements. Performed administrative functions for assigned accounts, recorded address changes and purged records.

Utilized skip tracing techniques including phone calls, internet searches and databases. Advised delinquent customers on strategies for debt repayment. Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks. Recorded and updated customer personal accounts with accurate contact information. Prepared reports summarizing collection activity for management review. Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.

Provided guidance on legal matters concerning collection procedures. Developed collection methods to achieve or exceed company financial goals. Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.

Upheld privacy and security requirements for customer information. Monitored accounts to identify overdue payments and pursue timely remedies. Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.

Reduced aged accounts by collecting on approximately [Number] accounts daily. Processed payments over phone and set up recurring drafts. Recorded information about customers' financial status and collections status efforts. Negotiated payment plans with customers to ensure timely repayment of debt. Assisted in the development of strategies to improve collections process efficiency. Recovered lost revenue by persistently reaching out to customers with past due accounts. Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.

Arranged debt repayment or established schedules for repayment based on customer's financial situation.

Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.

Located and monitored overdue accounts using billing system to begin collections process. Investigated customer disputes and complaints regarding billing errors and incorrect charges. Reviewed accounts to determine payment plan compliance. Arranged for debt repayment and established repayment schedule based on customer finances. Notified customers of delinquent accounts with attempt to collect outstanding amounts. Identified past due accounts and contacted account holders to arrange payment. Negotiated rates with customers and entered payments into accounting system. June 2020 - October 2020

Lakeveiw Resort - Sunrise Beach, MO

Laundry Attendant

Moved loads between machines, operated ironing equipment and folded laundered items. Received and marked articles for laundry, identifying code numbers or names, using hand or machine markers.

Measured correct amount of chemicals required for each load. Applied bleaching powders to spots and sprayed tough stains with stain removers to rid stains and dirt content from articles.

Set dryers at appropriate drying times and settings by taking into account fabric type and load size.

Complied with corporate and department standards and regulations to encourage safe and efficient operations.

Transported laundry in carts and sorted dirty items by load type. Checked inventory levels of supplies such as soaps, detergents, and ordered more when needed.

Loaded carts with clean linen to transport to designated storage areas. Transported washed items in carts to dryers, loading into dryers and setting drying time and temperature.

Sprayed steam and air over spots to flush out chemicals, dry material or brighten colors. Cleaned the laundry room and equipment regularly according to safety standards. Coordinated with housekeeping to meet laundry needs by preparing appropriate quantities. Stocked shelves with freshly laundered items in an orderly fashion. Followed safety regulations while operating machinery. Removed lint from dryer screens after each load.

Disinfected equipment and supplies, using germicides and steam-operated sterilizers. Loaded and unloaded washers and dryers, observing correct operating instructions. Examined and sorted articles needing to be cleaned into lots according to color, fabric and dirt content.

Mixed bleaching agents with hot water in vats to soak material. Inspected laundry for damage or stains to repair or pre-treat. Used machine markers to receive and mark articles for laundry or dry cleaning with identifying information.

Repaired or replaced damaged items following established procedures. Received and sorted articles by type, color and degree of soil. Loaded articles into washers and added specified amounts of detergents or other cleaning agents.

Sorted and counted articles removed from dryers to fold, hang and wrap. Assisted with additional housekeeping tasks during staffing shortages. Separated whites from colors during the sorting process. Folded clean laundry and placed into stacks in specified areas for distribution. Folded dried articles neatly.

Kept work area neat, clean and organized at all times. Determined spotting procedures and proper solvents based on fabric and stain types. Used sewing machines or hand stitched fabrics and articles needing minor repairs. Operated washing machines, dryers, extractors, and other laundry equipment. Sorted and distributed clean linens, towels, and other items to designated areas. Inspected linen for tears or stains and treated them accordingly. Delivered additional requested items to rooms upon request within reasonable timeframes. Unloaded and folded clean laundry from dryers and stored in appropriate areas. Monitored washing machine cycles to ensure proper treatment of fabrics. January 2018 - March 2020

US Storage - Madison, IL

H.R. Manger

Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.

Organized and maintained executive calendars, including scheduling meetings, travel arrangements and conference calls.

Assisted with accounts receivable and accounts payable functions. Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk. Anticipated leadership needs by preparing or gathering records, reports and correspondence. Managed staff calendars and coordinated travel, meeting and hotel accommodations. Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue.

Responded to customer inquiries via email or telephone in a polite and professional manner. Sorted mail and distributed it to appropriate personnel or departments within the organization. Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion. Created agendas and took minutes during meetings; distributed notes in a timely manner afterwards.

Produced and distributed memos, newsletters and other forms of communication. Reviewed billing statements for accuracy prior to submitting them for payment processing. Updated contact lists on a regular basis; created new contacts as needed. Handled incoming calls and directed callers to appropriate department or employee. Managed calendar reminders for upcoming deadlines or events associated with the office. Answered incoming phone calls, responded to inquiries and transferred calls as needed. Responded to customer issues to provide immediate resolution and improve retention. Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.

Drove customer feedback to deliver information to management for corrective action. Greeted visitors and directed to appropriate location or person. Kept office equipment functional and supplies well-stocked to promote efficient operations. Maintained organized filing system of paper and electronic documents. Ordered supplies as needed; tracked inventory levels and placed orders with vendors when necessary.

Sent and distributed mail and parcels.

Processed invoices for payment; tracked payments received from vendors and clients. Coordinated communications, taking calls, responding to emails and interfacing with clients. Ordered office supplies to purchase items and maintain appropriate levels. Sorted and distributed incoming faxes, letters and emails for office distribution. Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.

Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.

Coordinated travel arrangements and completed expense reports for travel reimbursement. Greeted visitors in a professional manner and directed them to appropriate personnel or offices. Completed day-to-day duties accurately and efficiently. Delivered products to customer locations on time.

Provided excellent service and attention to customers when face-to-face or through phone conversations.

March 2014 - November 2019

Ardmore Finance - Madison, IL

Office Manager

Interviewed prospective employees and provided input to HR on hiring decisions. Maintained filing system for records, correspondence and other documents. Ordered supplies and equipment to maintain adequate inventory levels. Administered payroll and maintained proper documentation of employee personnel. Reviewed files and records to obtain information and respond to requests. Managed, scheduled and coordinated office functions and activities for employees. Interpreted and communicated work procedures and company policies to staff. Monitored payments due from clients and promptly contacted clients with past due payments. Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Evaluated individual and team business performance and identified opportunities for improvement.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Mediated conflicts between employees and facilitated effective resolutions to disputes. Maintained impeccable office organization to support efficiency, professionalism and performance objectives.

Managed office inventory and placed new supply orders. Managed office budget to handle inventory, postage and vendor services. Ensured compliance with applicable laws regarding employment practices. Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Reviewed contracts for accuracy prior to signing off on behalf of the company. Used judgment and initiative in handling confidential matters and requests. Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.

Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.

Assisted with the preparation of budgets, forecasts and financial statements. Provided training to new hires on office policies and procedures. Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.

Recruited and trained new employees to meet job requirements. Supervised staff members, organized schedules and delegated tasks. Answered phone calls, responded to emails, routed mail and coordinated courier services. Resolved customer inquiries and complaints requiring management-level escalation. Processed payroll accurately ensuring all employees were paid on time. Implemented and maintained company protocols to facilitate smooth daily activities. Delegated work to staff, setting priorities and goals. Education and Training

March 1992

Alton High School Alton, IL

High School Diploma

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