Post Job Free
Sign in

Collection, Customer Service, Training and Supervisor

Location:
Dallas, TX, 75134
Salary:
46,000
Posted:
April 17, 2009

Contact this candidate

Resume:

ANGELA D. FIELDS

Home: 972-***-**** * Cell: 214-***-****

**** ***** *** **. * Lancaster, TX 75134

Email: ***********@*********.***

SUMMARY OF QUALIFICATIONS

A professional experienced in the areas of Finance, Collections, Customer Service, Sales, Human Resources and Training. As a strategic member of a corporate leadership team, I believe in accountability, delivering results and exceeding goals and expectations. My success can be attributed to my ability to being a quick learner, to take initiatives and to make decisions along with having vision, loyalty and commitment.

• Over fourteen years of management experience (includes retail and call center)

• Successfully performed Interviewing, Recruiting, Hiring and Training functions

• Exceptional skills in Project Management, General Office Management, Planning, Organizational, Soft Skills Training, Performance Management, Dispute Resolution, Relationship building and Time Management

• An effective communicator with excellent verbal and written communication skills

• Outstanding Customer Service, Presentation, Researching, Phone Etiquette, Account Receivable and Spreadsheet Development skills, Ad hoc reporting,, and conducting Account analysis

• PC/Technical Skills -- Microsoft Word, Excel, Publisher, Power Point, Outlook, Access, Binder, Internet/ Intranet, Lotus Notes, SAP, BOSS, Basis, Access, AS400, Pivot tables and 10-key by touch

• Solid knowledge of Adult Learning principles, Needs Analysis , Performance Analysis, Performance Evaluations, Problem-solving skills, General Accounting Principals and Credit / collection procedures (includes Consumer and Commercial)

• Certification – Training, Microsoft Office and Collections

WORK EXPERIENCE

Coca-Cola Enterprises (7/10/2006 – Present

>$1B Nonalcoholic Bottling Company – Dallas, TX

Regional Credit / Collection Supervisor

Commercial collection with the responsibility of managing a team of (14) Credit Analysts with a delinquency of $45M account base.

• Analyzed the credit worthiness of customers by obtaining financial statements and reported exceptions to management

• Lead, direct and establish goals, objectives, action plans, and timelines for the credit team

• Establish favorable customer-sales-credit relationships and provide support for the entire Western Region. Participated in monthly conference call.

• Develop and maintained approval for formal performance improvement plan including DSO, Currency, and Serious Past Due. Measured results against plan

• Ensure timely and effective communication with all subordinates, managers, and peers through regular team and department meetings. Manage employee personnel files including timesheets, FMLA and STD requests, appraisal evaluations and disciplinary actions

• Determine staffing requirements for the credit team, and recommend appropriate changes based on business conditions

• Provide reporting and conduct presentations to management on the condition of the Receivables’ portfolio on a regular basis

• Pre-screening and interviewing of prospective job applicants to evaluate skill, proficiency, work history, salary requirements, etc.

• Make hiring recommendations; establish network with internal and external contacts

• Manage dispute resolution team - Researching and verifying PAT, PIA, Trade letters. resolving CMA, Coupon, Pricing errors, and Rebate deductions

CitiGroup – AutoOne/TranSouth Division, Dallas, TX (11/03-7/10/2006)

Automobile Collections Division of CitiGroup Corporation

Senior Collections Representative

Consumer collections position that involved collection of past due receivables and establishment of payment arrangements based upon company guidelines.

• Ensured consistent and equitable treatment was enforced regarding customer's payment habits, in compliance with the Fair Debt Collection and Fair Credit Reporting Acts

• Updated and maintained customer files also resolved disputes, including insurance deficiency balances

• Forecasting, preventing potential losses through repossessions or charge off

• Provided daily reporting to upper management on weekly/monthly goals

• Daily contacts made with delinquent customers

• Researched and analyzed customer accounts for resolution

• Performed skip-tracing duties thru systems provided

BMK L.P. Carrollton, TX (03/03 -7/03)

Grocery store distributor of non-food items

Account Receivable Supervisor

Managed all A/R functions; Cash Application, collection and Credit Processing.

• Responsible for the completion of Daily Interfacing and Month-End Reports

• Set up new customer accounts; processed accounts with outside collection agency

• Conducted staff meetings, evaluations, employment interviews and terminations

Arch Wireless, Inc., Dallas TX (1995 – 2002)

$1 Billion Wireless Communication provider

(Corporate Operations Assistant Training Manager, Trainer II, Collection Manager, and Associate)

Training Supervisor, Corporate Operations (1999 – 2002)

Assist the Corporate Training Manager, Paramus, New Jersey in recruiting, staffing, managing, and developing training programs. This included Policy and Procedure development, training, and employee relations. Provided needed leadership to the Training and Web-based development teams in the absence of Senior Manager.

• Designed, developed and authored training documents specifically designed to produce CBTs

• Conducted both Needs and Task Analysis to assist with the development and coordination of bi-weekly, monthly and quarterly class schedules

• Guided interactive or application-based classroom environment

• Developed information for technology training class curriculum, including both Technical and Interpersonal skills information

• Facilitated training sessions for outside vendors, including one-on-one sessions on System Application, Software training, Inventory and Sales training

• Conducted professional presentation through technology training, direct instruction, CBT and Train-the-Trainer methods and implemented creative techniques for training and reporting

Collection Assistant Manager, National and Reseller Accounts, (1995-1999)

Successfully directed a specialty team of (15) Collectors to successfully reduce National and Reseller accounts. Successfully reduced accounts form 38 % to 30 % (equivalent to 1.7 million dollars).

• Prepared monthly financial reports by using analytical, planning and problem-solving skills.

• Allocated resources to reach goals, resolve conflict and handled customer escalation calls

• Completed billing reconciliation and formulated strategic action plans to collect 90+ and 60+ “ days past due” aging balances

• Managed personnel files including timesheets, FMLA requests, salary increases, employee evaluations, and disciplinary actions

EDUCATION & TRAINING

A.A., Wades College, Dallas, Texas – graduated with Honors

Southwest Jr. College, Summit, Mississippi – Studies on Marketing Management

McComb High School – McComb, Ms – Graduated with Honors

Continued Education includes attending numerous Training, Management, Collections, and Microsoft Office conferences and seminars.

PROFESSIONAL CERTIFICATIONS & AFFILIATIONS

Langevin Learning Services (TTT) Instructional Designer / Developer

Certified in Collecting within the Law – Dunn & Bradstreet

Certified in Microsoft Office – CompuMaster Corporation

Member: Who’s Who of College Students 1992-1993

Active member of NACM

References Available Upon Request



Contact this candidate