Collections Specialist

Sharon Ramos

702-***-**** *********.**@*****.***

Profile

Dedicated and results-driven professional with 19 years of comprehensive experience in customer service, collections, and administration. With 16 years as a Collections Supervisor, I have proven in team leadership, strategy optimization, DSO reduction, issue resolution, client retention & driving process improvements. Adept at leading cross-functional teams, implementing best practices in collections processes, and driving continuous improvement in customer service operations. Known for my strong problem-solving abilities, excellent communication skills, and leadership acumen. Ready to leverage my extensive background to contribute to organizational success and operational excellence. Experience

Equipmentshare Construction Equipment and Tool Rental Remote Collections Supervisor & AR Specialist October 2022- January 2025

· Managed a portfolio of 566 accounts, overseeing collections for 60, 90, and 120+ days past due.

· Processed payments, conducted payment research, resolved escalations, and negotiated payment plans with Customers, Sales Directors and VPs to sustain customer relationships and drive revenue.

· Interact with customers gathering support data to ensure invoice accuracy and work through specific billing discrepancies and payment postings.

· Track outstanding balances and take necessary steps to ensure timely client payments.

· Evaluated suspended accounts, assessed credit lines, reviewed lien/bond rights, and reactivated accounts for new rental agreements.

· Collaborated with outside Sales Representatives and other departments to provide statements, reports, invoice corrections, and administrative support.

· Prepared and approved accounts for legal action; generated release documentation for customers and contractors as needed. ·

· Performed data entry and documentation tasks. Performed biweekly reviews and audits of collection accounts.

Ahern Rentals Companies Collections and Credit Department Supervisor June 2016 - August 2022

· Managed a portfolio of 800-900 accounts, including collections for 60, 90, and 120+ days past due. Page 2

· Supervised and trained 7+ CSRs, managed workflow, conducted interviews, and ensured compliance with departmental efficiency standards using Finesse.

· Led National Accounts within the Credit Department, distributed reports, resolved disputes, and reviewed CSR work to ensure accurate collections and adherence to lien rights.

· Processed payments, conducted payment research, resolved escalations, and negotiated payment plans with Sales Directors and VPs to maintain customer relationships while generating income.

· Evaluated suspended accounts, reviewed credit lines, assessed lien/bond rights, and activated accounts for new rentals.

· Interact with customers gathering support data to ensure invoice accuracy and work through specific billing discrepancies and payment postings.

· Collaborated with outside Sales Representatives and other departments to provide statements, reports, invoice corrections, and administrative support.

· Prepared and approved accounts for legal action; generated releases upon request from customers and contractors.

· Conducted team meetings, delivered presentations to Sales Representatives on Credit Department guidelines, and facilitated cross-department collaboration. Phone Power Customer Support Specialist June 2014 - May 2015

· Provided front-line support for customers via phone, email, and live chat regarding VoIP services, billing inquiries, and technical issues and sales opportunities.

· Consistently met or exceeded customer service performance goals, contributing to increased satisfaction and customer retention.

· Troubleshot connectivity, call quality, and device setup issues, escalating complex cases to Tier 2 support when needed.

· Walked customers through installation and configuration of VoIP equipment (modems, routers, and ATAs).

· Maintained accurate records of customer interactions in the CRM system, ensuring thorough documentation and follow-up.

· Explained billing details, resolved payment concerns, and processed service adjustments or account changes.

· Delivered exceptional service by maintaining a calm, empathetic, and solutions-oriented approach to customer concerns

· Collaborated with internal departments (technical, billing, sales) to resolve service issues efficiently.

· Met or exceeded key performance metrics such as call resolution time, customer satisfaction, and quality assurance scores.

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Bank of America Homes Loans Collections Escalations Supervisor March 2009- May 2014

· Consistently met or exceeded customer service performance goals, contributing to increased satisfaction and customer retention.

· I assisted previous and present team leaders with floor coverage, leading team meetings and team support. Customer service.

· Assisting homeowners by processing payments, creating pay plans, and pre-qualifying them for workout assistance such as Modifications, Short sales or Deed in Lieu.

· Provided escalation support by handling complex or difficult customer calls transferred from front-end representatives, ensuring resolution and customer satisfaction through effective de- escalation techniques.

· Providing account status for current, delinquent and WC5 loans.

· Managed multi queue, FHA/VA government loans and stay up to date with government policies and procedures.

· Helped trained new associates with side by sides while they listen and answered any questions they may have.

Interactive Audio Tech Service Collections Directors Assistant October 2006- February 2009

· Provided exceptional customer service, addressing inquiries and resolving issues with a focus on customer satisfaction and processing payments.

· Assisted in the hiring process, trained new hires. Prepared weekly reports for comparison. Attendance controller. Sent administrative reports.

· Took escalated collection calls. Monitor and distribute inbound calls.

· Performed high volume of inbound/outbound calls to collect on 60/90 delinquent accounts. H & S Auto Sales Administrative Assistant June 2001- October 2006

· Provided exceptional customer service by greeting and assisting buyers, ensuring a positive and welcoming experience. Scheduled appointments and responded to inquiries via email, ensuring timely communication and client satisfaction.

· Answered calls and addressed inquiries from potential buyers, offering product information and support.

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· Performed data entry, filing, and record-keeping tasks with attention to detail, maintaining accurate and organized records.

· Managed inventory of new and used vehicles, ensuring proper documentation and up-to-date listings. Page 2

· Tracked financial data and processed payments, ensuring accuracy and compliance with procedures

Education

Amelia Earhart High School

Skills and Abilities

· Productivity Tools: Microsoft Office (Word, Excel, Outlook, PowerPoint), Google Workspace (Gmail, Docs, Sheets)

· CRM & Business Systems: Salesforce, AS400

· Collaboration Platforms: Microsoft Teams, Zoom, Slack

· Leadership experience

· Excellent interpersonal and communication skills Accomplishments

· Recognition award for successfully completing FHA and VA loan representative testing

· Rising Star recognition award

· Perfect attendance award

· Lowest wrap time award

· Top team award for highest PIQ 96.97%

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