Michell Howard Email & Phone Number

North York, Ontario, Canada

Manage a portfolio of accounts on behalf of the ministry, and identify, collect, and resolve undisclosed tax and other arrears/liabilities.Review portfolio accounts to determine areas of non-compliance, payment history, account adjustments, compliance history, and type of business, including financial statements to maximize revenue recovery and minimize potential loss.Research debtor assets using Equifax and other credit bureau systems and databases; develop and negotiate payment arrangements to secure the ministry's interest and determine the best course of action to maximize recovery of revenues.Resolving conflict situations of client complaints and disputes by using effective listening skills and an appropriate tone response to de-escalate and defuse.Initiate and recommend appropriate legal action in a progressive manner through garnishments, personal/real property liens, and/or enforcing warrants, for managerial approval, including preparing a written summary or strategy documentation outlining the compliance history and recommendations for current and future legal action as requested by management.

North York, Ontario, Canada

Led a team of 15 officers to assist in full cycle collections of assigned receivable accounts, critically reviewed, analyzed, and solved customer credit collections and billing issues using various collections techniques.Negotiated payoff amounts, deadlines, and provide payment plan solutions to clients, liaised with mortgage brokers and third-party lenders to secure funding for debt resolutions.Devised and implemented monthly plans to recover outstanding payments to minimize company financial risk and maximize returns.Consistently exceeded monthly collection target and goals, awarded Collector of the Month for consecutive months as well as a monthly recipient of President Commendation Letter.

Montego Bay, Saint James, Jamaica

Managed 3 teams (inbound, outbound, and customer service collections) which consisted of 100 collections officers and 6 collection supervisors.Conducted face-to-face interviews with potential candidates, assessing skill sets, experience levels, and compatibility within the company's culture.Devised and implemented monthly collection targets and goals, collections policies, and procedures to ensure operational KPIs and metrics are met.Consistently attained team monthly collection revenues of 500k+ for high-profile US Clients, and consistently met operational KPIs such as Service Levels, Average Handling Time, Calls per Hour, and Value per Call.Prepared a variety of performance and collections trend reports for Senior Management with feedback on collections processes and performance continuous improvementManaged department’s overall administrative needs and provided coaching and advanced training sessions to supervisors and team members for upselling proposals, conflict resolution, and loss mitigation.