Managed debt collection for accounts up to 3 months past due.Conducted inbound and outbound customer calls, skiptracing as necessary to locate and update contact information using Google and other public and private search methods.Created customized and affordable payment schedules for account holders to help bring their accounts current after reviewing their personal financial situations.

Utilized multiple monitors and windows to handle complex credit account inquiries over the phone in a fast paced call center.Consistently ranked in the top 10% of call center representatives for graded call performance.Ensured the 100% security and privacy of customers PII and accounts. Handled troubleshooting of online account and enrollment issues, documenting and escalating complex cases when necessary.Processed credit account applications and credit line increase requests.

Oversaw night audit operations, ensuring accurate billing and end-of-day balancing.Managed service recovery efforts to address guest concerns and improve satisfaction.Supervised the night audit team, providing training and support as needed.

Balanced daily financial reports for the hotel and restaurant Hand delivered rapid checkout receipts and newspapers to each room.Inventoried and restocked the gift center.Reorganized night audit procedures to save over 30% of the printed paper being used.

Performed end-of-month billing and A/R duties, generating detailed financial reports for all department managers and owners.Assisted with the onboarding and training of new employees. Created comprehensive training guides with step by step reference materials.Collaborated with other departments to address hotel needs, including maintenance, housekeeping, restaurants, and the front desk.Organized upcoming arrivals to ensure groups and families would be as close to each other as possible, upgrading loyalty members when available.Contributed to the team’s success in winning multiple awards, including the Kemmons Wilson Spirit of Family Award and 2 Torchbearer Awards.