John Smith Email & Phone Number

Greater Atlanta Area

Monitor and/or observe customer interactions, e-mail, tasks, and fulfillment experience including relative screen shots to observe policy, process and work flow adherence to ensure performance qualityMonitor for policy and process activity across the organization to ensure adherence and/or identify failure/improvement pointsConduct comprehensive and detailed analysis of quality results and provide actionable recommendationsWork with the Service Improvement team on the identification of specific processes, methods and procedures that need to be defined and documented by the businessAdhere to of privacy guidelines of customers and employees, as applicable by lawConduct training/learning sessions on new or modified products/services as it pertains to providing exceptional customer serviceConstructively coach agents directly and assess customer service and collections skills on their performance when interacting with customersTrain and encourage agents to give exceptional customer experiences and build valuable working partnerships with both dealer customers and the outside sales force Conduct team-based calibration sessions with front-line agents, Supervisors, Managers, and DirectorsAttend regular Management meetings to communicate new processes and procedures, the progress of the department’s quality performance, and assist with special projects and initiatives Handle evaluation disputes and recognize individuals for giving exceptional service Work closely with Work Force Management for scheduling logistics and WFM functionsTelecom and Reporting liaison for the Witness/Verint Quality Monitoring application for Credit and Collections department Work closely with Customer Operations Training to identify trends and training needs Consistently meet all deadlines Consult and advise partner departments on best practices and recommendations to aid in improving the quality and level of service provided by front-line agents

Maintained 98% collections efforts for accounts receivable for accounts over 120 days past dueAnalyzed daily regional aging reports established and implemented appropriate collection strategies and practices while monitoring the collections efforts of field representatives. Acted as liaison to Sr. Management, Sales and third party agencies, assisted in resolving customer disputes, identifying aging discrepancies, and coordinating resolution efforts with cash applications. Monitored cash applications, major account management, identified and processed credits within credit limit authority that adheres to Autotrader.com policies and procedures. Negotiated payment plans, client payment schedules and settlements. Identified and prepared bad debt write offs. Created and managed regional collection efforts and information in shared spreadsheets using Microsoft Excel. Compiled and disseminated comprehensive daily reports to the field in effort to provide an accurate daily representation of the regional AR status. Monitored and managed the collection activity of external client interactions, and payments within my Region while maintaining a quality customer service atmosphere. Coached internal and external partners on maintaining and managing payments, credits, and long term plans to maintain a good account status.

Washington D.C. Metro Area

Exceeded goals to collect on a portfolio of over 1000 client matters; collected at a 97% success rate, Reduced AR days from 90 to 45; increased revenue by $6.5 million per monthProvided management control information by recording and summarizing collections data and trends Worked closely with external and internal data sources to develop short- and long-term revenue forecasts for distribution within the company Communicated with team members for validation of collection information Determined appropriate actions in developing solutions to obtain payments, such as payment schedules and promissory notes, and updated collections module with details of client discussions Managed all collection activities, resolved sensitive customer disputes, and coordinated required legal action with in-house counsel and external collection agencies Maintained strict compliance with regulatory requirements