Accounts Receivable Call Center

Teresa A Hansen

AR Credit & Collections Management

*********@*****.*** • 254-***-****

LinkedIn • Alvin, TX 77511

Resourceful and results-driven professional with 15+ years of experience in managing accounts receivable, credit risk assessments, and collections strategies within diverse industries.

Demonstrated success in implementing credit policies, minimizing risk, enhancing cash flow, and optimizing financial performance. Skilled in negotiating payment plans with delinquent accounts, achieving significant reductions in outstanding receivables, and improving customer relationships. Adept at conducting detailed financial analyses to assess creditworthiness, set credit limits, and monitor account activity. Ability to work collaborate with sales, customer service, and finance teams to achieve business objectives. Committed to continuous improvement through ongoing professional development and staying abreast of industry best practices.

Areas of Expertise

● Accounts Receivable Management

● Credit Risk Assessment

● Collections Strategy Development

● Cash Flow Optimization

● Dispute Resolution Techniques

● Financial Reporting Accuracy

● Customer Credit Policies

● Debt Recovery Solutions

● Legal Compliance in Collections

● Aging Analysis Proficiency

● Payment Plan Negotiation

● Creditworthiness Evaluation

Professional Experience

Altus Receivables Management, Metairie, LA

Division Business Analyst, Supervisor, Manager

2021 — 2023

Analyzed financial data from clients daily, producing reports for internal and external use that supported data-driven decisions and strategy improvements. Assisted management and clients in identifying collection trends and financial discrepancies, ensuring accurate financial tracking and improved recovery efforts. Developed and implemented efficient reporting procedures, including written and video SOPs, to streamline processes and enhance comprehension. Created tailored quality assurance documents for each client to maintain high service standards and satisfaction, and guided management in effective use. Worked with IT on client integrations for smooth onboarding and minimal disruption. Led diverse teams servicing various clients, improving performance and service quality through effective leadership. Trained teams on TCN dialer usage for better performance. Conducted precise reporting for clients, maintaining transparency and fostering strong relationships. Engaged with clients to ensure accurate performance metrics, promoting continuous improvement and alignment with client goals.

Key Contributions:

●Empowered management staff through training on TCN dialer utilization, resulting in more efficient call operations and improved agent engagement.

●Enhanced management capabilities by aiding in identification and execution of optimal dialer campaigns, leading to heightened agent efficiency, increased financial recoveries, and optimized resource allocation.

●Educated management on team leadership techniques tailored to meet internal standards, fostering culture of excellence and teamwork that improved overall productivity.

●Assembled data and generated specialized reports for end-of-month billing for various clients, improving billing accuracy and timeliness, and supporting financial planning and analysis.

●Supported IT in transitioning from Livevox Auto Dialer to TCN Auto Dialer, ensuring smooth changeover that minimized downtime and preserved operational continuity.

GC Services, Houston, TX

Technical Analyst

2016 — 2021

Oversaw Verint system management, ensuring optimal performance and reliability. Performed detailed data log analysis using Verint, Aspect, Livevox, and SQL queries, leading to actionable insights and system improvements. Facilitated efficient employee termination processes across various platforms, maintaining compliance and data security. Provided robust operational support for office functions, ensuring smooth day-to-day operations and support.

Key Contributions:

●Streamlined automated predictive dialer operations for Aspect and Livevox, enhancing efficiency and reducing downtime.

●Developed and implemented standard operating procedures, standardizing operations and improving operational efficiency.

●Conducted comprehensive security audits, improving system security and data protection.

GC Services, Copperas Cove, TX

Collections Manager, QA, Training, Reporting, HR, Agent

1998 — 2016

As a Collections Manager. Managed programs from Automotive Industry, Credit Card Industry, Skip Tracing, Telephone Companies and Bad Checks. Managed teams onshore, near shore and offshore based on client. Built and completed QA documentation and tracking both as management and working in the QA department. Completed Federal training for new hires and Client training for tenured staff. As the HR Generalist I executed payroll processes, led hiring process for new talent, contributing to skilled and dynamic workforce. Managed worker's compensation claims and policies, reducing company liability and ensuring employee support. And worked in onsite IT to generate and resolved Heat tickets.

Key Contributions:

●Directed and supported up to 150+ employees, fostering collaborative and productive work environment.

●Designed and oversaw dialer campaign strategies, increasing campaign effectiveness and customer engagement.

●Diagnosed and troubleshot issues related to telephony and PCs, minimizing downtime and maintaining productivity.

●Piloted testing and launch of projects for new and existing clients, driving innovation and client satisfaction.

●Investigated and resolved client file transfer discrepancies, ensuring reliable and secure data exchange.

●Educated domestic and international staff through training programs, improving team skills and performance.

●Wrote Operations SOPs for internal training of new managers as well as Client SOPs for skip tracing.

●Built client reports for internal and external use in Livevox and Excel.

Additional Experience

●Financial Manager, Stox Electronics, Killeen, TX

●Collections Support Specialist, GC Services LLC, Copperas Cove, TX

Awards & Recognitions

Client Recognition Awards from Synchrony Financial 3 consecutive years (GC Services)

Client Recognition Award from Broadwing Communication (GC Services)

Client Recognition Award from Toyota Financial Services (GC Services)

Client Recognition Award from Target (GC Services)

Client Recognition Award from Mervyn’s (GC Services)

Collector of the Month (GC Services)

Unit Manager of the Month (GC Services)

Assistant Manager of the Month (GC Services)

Financial Manager of the Quarter for 3 consecutive quarters (Stox Electronics)

Technical Skills

Verint LiveVox Aspect C-Skip/Vision Plus (Client Applications) Salesforce

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