Collections analyst

TERRI DUGAL

Bloomington, MN 952-***-**** *****.*****@****.***

Collections Analyst / Collections

Detailed oriented and quality focused Customer Service Representative with 15+ years of experience utilizing exceptional time management and problem-solving skills. Ability to manage multiple projects within a time sensitive confidential environment. Strong interpersonal, written, and verbal communication skills.

Key Competencies

Call Center Environment Credit and Collections Customer Service/Engagement Account/Records Management Coach and Train Data Entry 10-Key Proficiency Database Management Workflow Planning Cash Management Microsoft Office (Word, Excel, PowerPoint, Outlook)

PROFESSIONAL EXPERIENCE

eCapital (formerly UMB and Marquette Transportation Finance), Bloomington, Minnesota 01/1996 – 03/2023

Collections Analyst/Collector

●Communicated with B2B customers in a call center environment to collect on delinquent accounts and deliver top-tier results

●Delivered exceptional customer service while maintaining a calm and professional demeanor.

●Effectively met and often exceeded monthly goals while handling $1.5M portfolios with very minimal loss.

●Processed payments and applied them to customer balances, computed data proficiently via 10-key

●Negotiated delinquent payments to assist in the recovery of data within realistic time frames while researching accounts and completing due diligence to resolve collection issues

●Efficiently utilized company software to maintain client portfolios and accounts

●Trained Collections Analyst on processes and procedures needed to maintain files

Michaels, Apple Valley, Minnesota (part-time) 09/2017 – Present

Manager

●Led and motivated a team of 15+ associates to ensure the store met or exceeded sales goals, customer service standards, and operational excellence

●Developed strategies to increase customer engagement and loyalty, while driving profitable sales growth

●Monitored daily operations, including cash management, inventory control, loss prevention, and safety/security

●Ensured compliance with all company policies/procedures, local, state, and federal laws

●Managed staffing levels, recruiting, hiring, training, and developing employees in accordance with company guidelines, onboarded new Team Members

●Analyzed financial data to identify trends and opportunities for improvement

●Maintained accurate records of employee performance, attendance, and payroll

●Handled customer inquiries and complaints in a professional manner

Customer Experience Manager

●Maintained store recovery standards to deliver store Brand Promises and friend customer service

●Ensured all front-end policies and procedures were followed; managed team to achieve their role KPIs

●Planned and led the execution of class and in-store events in accordance with company programs

●Managed and executed shrink and safety programs, assisted with cash reconciliation and bank deposits

EDUCATION

Medical Institute of MN, Bloomington, Minnesota

Associate of Applied Science

●Histology

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