- Effectively manage assigned portfolio of customer accounts to ensure timely collection while maintaining superior customer relationships.- Manage phone system software to maximize effectiveness. Identified and solved key errors which resulted in reducing missed calls by 30% and solving 100+ old voicemails. - Supervise daily activities of a collections team. - Accountable for reducing delinquency, DSO and bad debt expense. - Review and follow up to efficiently resolve invoice and payment disputes. - Reconcile customer accounts to aid in collection efforts, including logging into customer portals to review invoice statuses. - Handle escalated customer issues and provide solutions that balance the needs of the customer with the goals of the company. - Provide B2B collections training to collections team. - Participate in regular meetings to discuss strategies and solutions, including collection efforts, portal management, automation processes, and other business needs.

- Spearheaded recruitment, training, and leadership of sales and collection teams.- Orchestrated operational excellence across multiple branch locations, surpassing key performance metrics consistently.- Hire, coach and train all staff – Mentor new staff on standard methodologies for improving performance. - Pioneered and facilitated weekly sales and finance training sessions, contributing to a boost in overall team productivity. - Effective management of multiple Branch locations, ensuring each Branch delivers key operationalmetrics.- Conducted reviews and developed specific action items with each team, measuring progress to objectives and holding teams accountable.- Plan and lead weekly collection and sales training calls.- Lead and assisted in multiple projects to help areas of need including employee turnover, phone system software and yearly vision team involvement.- Ensure staff are fully trained in collection and sales processes and effectively utilizes consistently.

- Managed sales training, collections training, and development of teams. - Earned the prestigious Trainer of the Year Award in 2018, showcasing a commitment to excellence in sales and collections training.- Provided integral support for customer service functions, contributing to improvement in customer satisfaction. - Designed and delivered training programs for new and existing sales staff. - Managed and coached sales team members and finance team members to improve performance and achieve targets. - Lead strategic projects, addressing employee turnover and implementing software enhancements, resulting in an increase in employee retention and efficiency.

- Created training procedure manuals, guides and course materials to streamline organizational structure and performance.- Conducted educational presentations geared toward increased productivity. - Coordinated training schedules for various programs. Supervised trainers and quality assurance personnel. - Evaluated individual and organizational development needs by implementing training courses.- Collaborated with managers to develop their team members through career pathing.

- Collected payments from customers’ 1-89 days delinquent. Analyze budgets, repair estimates, and income levels. - Assisted co-workers with escalation calls and made decisions to help resolve problems. - Evaluated new hires and established areas of improvement.