Senior Supervisor of Collections
Resume:
Lina Nieto
***** **** ******** ****. *-mail: ******@*****.*** Phone: 407-***-****
Orlando, Fl 32826
OBJECTIVE
Obtain a position within a well established organization that has a stable environment where I can utilize my management skills and experiences.
EDUCATION
University Of Central Florida Orlando, FL
Bachelor of Science in Management Information Systems
Specialization: Processes of organizations and information technology
Graduated: Fall 2007
QUALIFICATIONS
• Call Center Management
• Quality Assurance
• Fraud and Risk Assessment
• Revenue Forecasting
• Major Accounts Manager
• Credit Assessment
• Reporting and Data Analysis
TECHNICAL EXPERTISE
Software
Microsoft Office Excel, Microsoft Office Power Point, Microsoft Office Word, Microsoft Office Outlook, Microsoft Office Visio.
EXPERIENCE
Senior Supervisor of Collections May 2007 – Current
Cleartel Communications Orlando, Fl
Duties include overseeing the daily operations of the Collections Support Group and Collections Group, ensuring that every day processes are completed accurately and in a timely matter. In addition to, working with upper management to develop, enforce and maintain policies and procedures that ensure the Collections Department are constantly improving and working in the most efficient manner.
• Call Center Management
o Hiring, training and motivating employees to maintaining high team performance standards.
o Monitoring all collections reps to ensure a high degree of quality customer service.
o Policies: Work with upper management to develop, enforce and maintain policies/procedures to ensure that the Collections (ACD) and the Support Group are constantly improving and working in the most efficient manner.
o ACD management and call flow.
• Collections Reporting:
o Responsible for the development, accuracy and delivery of daily, weekly and monthly reporting for revenue, collections and call center activities. Examples of reports would be monthly comparison, revenue forecasting, bad debt and ACD/call center performance reports.
• Managing the Operation of the Collections Support Group:
o Overseeing the operations of the D.A.G. (Delinquent Accounts Group) and any outside collection agencies to determine collections activities, settlement agreements and the handling of disputes.
o Supervising the processing of mailed-in payments, bank deposits and credit card remittance payments.
o Overseeing the accurate processing of rejected payments from the different payment processing systems.
o Management of Major and Payphone Accounts.
o Management of the Risk Assessment Group to ensure work is completed in a timely matter and fraud is at a minimal level.
o Management of daily payments and bank deposits.
o Determine scheduling needs for the Support Group.
• Liaison responsibilities between staff, vendors and customers:
o Being the link between the company and outside merchants, such as the outside collections agencies, Tele-Check, I-Pay, Rugulus and others.
o Provide general support, such as answering emails and calls from staff, vendors, customers and other departments.
Collection Analyst January 2005 – May 2007
Cleartel Communications Orlando, Fl
Responsibilities:
• Updated the daily reports for management.
• Coordinated the daily mail process:
o Gathering, sorting and distributing the daily mail for both of the Orlando facilities. In addition to, ensuring that all the mailed-in payments were processed in an appropriate time frame.
• Researched and applying missing or rejected payments:
o Ensuring that any returned payments were adjusted back to the customers’ accounts.
• Researched Collections’ inquiry tickets and took the correct action.
Collections Specialist January 2003- January 2005
Cleartel Communications Orlando, Fl
Responsibilities:
• Collection of past due accounts
• Inbound and Outbound calls on business and residential accounts
• Collecting again from customers that have provided invalid payments
Supervisor December 2001 – December 2003
Marble Slab Creamery Orlando, FL
Responsibilities:
• Opening and Closing the store
• Customer service
• Employer Supervisor
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