Carla Rease Swain Email & Phone Number

Richardson, Tx, Us

Richardson, Tx

Provide analytical support to the sales organization along with interfacing with a broad range of cross functional groups. Problem solve, provide recommendations for business process improvement.

Richardson, Tx

Provide operational and analytical support within the sales operations organization, as well as interface with a broad range of cross-functional groups. Problem solve, and identify areas and recommendations for business process improvement.

North Richland Hills, Tx

Developed and maintained a monitoring system to ensure proper procedures were being followed. Checked enrollment files for errors, and assisted with corrections. Provide coaching and training to Enrollment Compliance Officers. Reviewed campus catalogs, addendums, and supplements to provide feedback on possible errors or changes.Determine whether prospective students posses education and experience required to enroll and successfully complete educational programs. Process all enrollment and disclosure forms. Provide description and definitions of the Federal, National and State disclosures, ensuring prospective student has a clear understanding of the enrollment agreement forms prior to enrolling.

- Developed and maintained an internal audit process that affected employees both in the US and India resulting in a 60% improvement in the audit failure rate.- Provided training for the Account Maintenance function to new hire and existing employees.- Created and implemented Commercial Bankruptcy and executive summary reporting.- Directed 3rd party Collection Agencies and maintained reporting for Commercial charge offs in excess of $2M to ensure compliance to polices and procedures.

Commercial Accounts Receivables- Established performance standards to improve the overall productivity for Account Maintenance Specialist.- Provided guidance to employees both in the US & India.- Exceeded delinquency objectives by 200% by providing training for the team, focusing on metrics and driving delinquency to an all time low of 1.1%. Team awards were presented in the next scheduled team meeting.

Special Project - Account Maintenance & Cash ApplicationsSelected by the Vice President of Operations to take on a Business Analyst role for a 6 month period to solely analyze root cause issues with misapplications of funds. Performed numerous account reconciliations, addressed customer satisfaction issues, and worked with our IT team to create an invoice template to be used for customers with special invoicing requirements. The end result was projected to save over 6 hours per week per collector in overtime and channel their collection efforts in a different direction. - Analyzed payment allocation guidelines in order to root cause issues with excessive misapplication of funds and account reconciliations.- Reviewed progress of findings with Vice President of Operations on a weekly basis.- Presented findings to key individuals affected by the process and provided recommendations for process improvement.- Teamed with the Cash Application Manager to write a Charter and submit for approval for process change resulting in an improvement to the Payment Allocation guidelines.- Worked with IT to interpret the business rules and requirements to complete the changes.- Liaison between the Account Maintenance and Cash Application teams to set up test scripts for the system update.- Met with IT regarding a Charter to create an invoice template for customers with special requirements- Interviewed collectors and maintained detailed data surrounding their customer needs to provide to Executive Management.

Liaison between Dell Financial Services Sales team, Operations, customers and Dell Computer Sales to enhance the business relationship.- Provided support and post sales service to customers to maximize a positive customer experience from account set up to end of lease.- Served as first level escalation to non-exempt personnel to problem solve and make recommendations to fit customer needs.- Created and maintained customer score cards to track and close action items.

Account Maintenance- Provided support, feedback and guidance to department and segment representatives.- Conducted daily on- the- job training.- Resolved delinquency issues to enhance professional development.- Ensure receivables were collected in a timely manner.- Compiled and distributed delinquency reporting to Senior Management on a weekly basis.

- Identified delinquent accounts and resolved with appropriate verbal and written correspondence.- Assisted internal and external customers with questions and resolved problem transactions on a daily basis.- Maintained records of account changes as a result of negotiations on the collection of outstanding accounts, refunds, tax credits, etc.

Business Administration, Business Administration, Management And Operations

Fashion Merchandising

Activities and Societies: BSU

Fashion Merchandising