Karen Crellin- Toronto- Cell 647-***-****

· Results-based approach; proven skills in risk analysis, showed personal sensitivity & empathy · Case management expertise includes maintaining an inventory of files, setting real dollar amounts in reserves for loss, process monitoring, reviewing and approving Legal actions and the related costs. · Worked with Senior Management in the development of Policy and Procedures Manual which helped boost service effectiveness and streamline the Departmental Procedures · A highly service oriented self-starter who combines excellent verbal, written, interpersonal and communications skills with first rate team building and training skills, highly motivated · Adept at negotiating payments and achieving mutually beneficial solutions, promoting team work · Extensive involvement in redeveloping the process of documentation, maintaining files · Proven success in managing a large portfolio in a fast paced, dynamic environment Specialties: An accomplished Senior Credit/Collections/Bankruptcy professional with a diversified 20 year track record of achievements in credit analysis, collection management, portfolio management spanning several industries including Financial Services, Construction & Transportation equipment & Leasing Services.

Experience

Billing Analyst- ADT by Telus – July 2020- August 2023

Contact customers regarding account arrears of National accounts for ADT security

Evaluates root cause for the arrears and develops plan to repay the outstanding balance within established time frame. Forward files to VIP Support in regard to review service issues and monitoring charges. Provide investigative work including skip tracing. Send Demand letters. Issue credits when necessary

Work with manager in regard to sending files for write off. Writing new policies and procedures, Provide training for new employees

Work on many systems including Citrix, Microsoft, Excel, Kana, Catalyst, google sheets, google meet

411 IATSE- Entertainment Partners April 2012 – 2020- GTA

Provide food service for film industry and drive truck-certified truck driver and certified food handler, customer service Billing Analyst/ Collection Specialist - ADT by Telus – July 2020 – Present Collections of a portfolio of accounts – Business Security monitoring accounts Collaborated with National Account Managers in resolving Billing issues, analyzed, reviewed and reported on write offs, funds collected.

Assisted Director in updating policies and procedures

Client Development Associate -Thomson Reuters May 2014 – November 2014

Sales –via outgoing calls and by email, setting appointments for Sales for online Legal Platform- Westlaw Next, and Tax Net Pro. Made appointments for Lunch and Learn Events. Relationship Manager with clients and Solicitors Information Technology Specialist-Thomson Reuters April 2014 – November 2014 Sales –via outgoing calls and by email, selling Handy -Guides for AB’s OH&S Act, & all Provincial guides. Worked closely with Manager selling & introducing products Promoting additional products Updating all addresses, telephone numbers on Excel Placed orders with corresponding codes

Accounts Receivable Rep ONX Enterprise Solutions May 2013 – June 2013 -Thornhill, ON

Placed Collection calls, forwarded invoices, coordinated with Credit Manager on outstanding accounts, contacted clients by email, negotiated & collected funds

Billing Coordinator - Processes Sun Media Group Inc. April 2012 – February 2013 - Toronto, Canada

Coordination of Billing and Processes for Sun

Prepared notices for small markets regarding changes in billing

Downloaded invoices and sent to client for payment

Implementing changes in policies and procedures

BMO- 2008-2011 – Collections Representative

Identify and mitigates risk to the bank by negotiating repayment/ compromise, commencing legal action, setting off funds, surety realization, recommending write-off/abandonment within assigned discretionary limits where applicable

Contact customers regarding account arrears Evaluates root cause for the arrears and develops plan to repay debt and /or outstanding balance within established time frames Provides counseling and guidance to bank customers, rehabilitates credit worthy clients Directs investigative work including skip tracing, corporate/property searches, credit bureau reports Document all collection activity and customer conversations on CAC and NCCS when necessary Liaises with internal and external business partners (lawyers, agencies, property management companies) etc.

P.O Analyst - Bank of Montreal May 2005 – February 2007- Bay and Bloor ·BMO Buying on Line

- Assisted in Closing Purchase Orders for Year End · Creating purchase orders, answering inquiries from vendors, preparing receipts Litigation Manager Citi -capital Commercial Corp June 2001 – March 2002 (10 months)1 University, Toronto, ON Played key role in the implementation and management of collection of accounts and internal controls required to effectively manage credit risk. Negotiated payments pertaining to lease/loan restructuring Partnered with in house counsel, recommending payment of Legal bills, Collection costs and preparing Proof of Claims for Bankruptcies and for Credit Proposals & Receiverships · Recommended and implemented appropriate action for maximum recovery of company funds by identifying problem accounts and advising manager of potential problems · Skillfully managed end of lease asset disposition, playing critical role with all Stakeholders including Collaborating with peers, Vendors, Bailiffs, Auction houses, and Liquidation companies · Prepared monthly collection, repossession and litigation reports, which were developed for senior management team helping to shape and strengthen the company’s credit and collection program

BMO February 2008 – February 2011 - Bloor and Islington

Identify and mitigates risk to the bank by negotiating repayment/ compromise, commencing legal action, setting off funds, surety realization, recommending write-off/abandonment within assigned discretionary limits where applicable Contact customers regarding account arrears Evaluates root cause for the arrears and develops plan to repay debt and /or outstanding balance within established time frames Provides counseling and guidance to bank customers, rehabilitates credit worthy clients Directs investigative work including skip tracing, corporate/property searches, credit bureau reports Document all collection activity and customer conversations on CAC and NCCS when necessary Liaises with internal and external business partners (lawyers, agencies, property management companies) etc.

P.O Analyst - Bank of Montreal May 2005 – February 2007- Bay and Bloor ·

BMO Buying online- Assisted in Closing Purchase Orders for Year End · Creating purchase orders, answering inquiries from vendors, preparing receipts Litigation Manager Citi -capital Commercial Corp June 2001 – March 2002 (10 months)1 University, Toronto, ON Played key role in the implementation and management of collection of accounts and internal controls required to effectively manage credit risk. Negotiated payments pertaining to lease/loan restructuring Partnered with in house counsel, recommending payment of Legal bills, Collection costs and preparing Proof of Claims for Bankruptcies and for Credit Proposals & Receiverships · Recommended and implemented appropriate action for maximum recovery of company funds by identifying problem accounts and advising manager of potential problems · Skillfully managed end of lease asset disposition, playing critical role with all Stakeholders including Collaborating with peers, Vendors, Bailiffs, Auction houses, and Liquidation companies · Prepared monthly collection, repossession and litigation reports, which were developed for senior management team helping to shape and strengthen the company’s credit and collection pram.

Rogers Cable -Collections Rep- Cell phones - 1999 – 6 months- Collection Representative

Calling client regarding their outstanding cell bills, noted files, made recommendations for write off Credit and Collections Representative Credit Officer and Senior Collections Officer VFC- VEHICLE FINANCE COMPANY- 1996-1998

Adjudicated Credit Applications for vehicle financing, Analyze data, made recommendations based on Credit, Capacity, Capital Collected funds, negotiated payment plans on a portfolio of accounts Helped reduce delinquency, sent files to bailiffs, recommended files for write off, reviewed Bankruptcies

Education and Courses

WHMIS & Health and Safety- Individual and Supervisor • Basic Course in Credit-Canadian Credit Institute

•Credit and Financial Analysis- Dun & Bradstreet • Food Handlers Course-April 2017, Health and Safety Course, Smart Serve • Changes in the Workplace, In House computer courses including mainframe, • Intermediate Credit Skills-

•Collection Techniques, Excel & Word Courses, Lunch & Learns, First Connections @ BMO • Customer

Service Seminar- Provided by 411 IATSE-Feb 2017 Volunteer Experience – CFC May 2000 – September 2011 - Arts and Culture Bartender

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