Eppie (Beth) Francis Email & Phone Number

Missouri, United States

Oldsmar, Fl

• Developing Processing Procedures for the collections department adhering to Federal and state regulations.• Monitor and negotiate the collection of overdue accounts, ensuring clients’ contractual requirements were achieved and mitigating company’s risk of compliance violations• Monitor, track and compile SLS statistics, identifying any opportunities for improvement.• Managed the Payment Success Specialists• Acted as Facilities Manager, planning and managing facility central services such as supplies, security, maintenance and cleaning.• Negotiated all service contracts for facility vendors.

St. Pete

Client Service liaison, assisted with Project management for all new client implementations; developed processing procedures to ensure client’s specifications were met, led testing and worked directly with programming to meet all required timelines. Responsible for tracking and compiling SLS (Service Level Standards) statistics, and preparing monthly performance reports. Facilitated all Client inquiries and complaint resolutions.

Directed strategic decisions and managed daily operations for the Call Center Operations and IT departments for a medical debt collections company serving primarily hospitals and large medical facilities. Maintained knowledge of all relevant Federal Laws to assure compliance in both operational and information security. Coordinated all custom programming requests from Clients; assessing needs and ability of company to deliver. Analyzed computer and information needs of the company, determining long-range equipment requirementsLed the strategic direction and daily operations of call center teams consisting of Recovery Representatives, Predictive Dialer Representatives, Support Representatives, and Extended Business Office Representatives. Personally recruited, motivated, coached team members. Gave clear direction, consistent feedback, and performed evaluations. Bench-marked operational processes and developed policy and procedures impacting all operational teams. Notable Accomplishments: ● Developed motivational programs such as “TAG – Team Acknowledgment Guy” to acknowledge, reward, and promote outstanding service within call center teams. ● Collected over $1.2 Million per month for a portfolio of 40 gold clients and up to 50 smaller accounts. ● Re-designed Account Flow Management Strategies which identified account holder most likely to pay and saved over $15K per month of collection correspondence by focusing on high-yield accounts. ● Performed Operational and Client Statistical Analysis to help determine profitability of clients and delegate small margin clients to more cost-effective automated collection strategies while focusing staff on high-yield accounts. To learn more about my career history and my professional qualifications, please connect with me via LinkedIn or contact me directly at beth.francis82@gmail.com