Manage Credit risk and overall collection for domestic and international customer base.Perform customer account reconciliationsInvestigate and establish credit limits of prospective, new and present customer using D&B and financial statement analysis and assign appropriate credit limits. Complete annual credit reviews through scoring models and financial statement analysis for existing customers.Manage GL activity as it relates to ARMaintain Best Practices Guide for the Credit Department: create and establish credit and collection policies and procedures.Manage relations with collection agencies, credit reporting agencies, NACM group, third party invoicing provider, and credit insurance providers Manage DSO to meet company goals and industry averageNegotiate payment plans with slow-paying customersPrepare case material for collection suits when necessaryCommunicate with sales and finance on the status of customer accounts and credit classification of prospective customersPrepare AR for monthly borrowing base certificate (BBC)Ensure AR stays within the parameters for optimal borrowingPrepare weekly reports for CFO/Corporate ControllerReport monthly international sales and secure SBCL's to insurance provider

Coaching, mentoring and leading Customer Service associates to achieve superior customer satisfactionCreate and implement motivational based incentive programs to ensure effectiveness in sales generation and customer service throughout the call center Monitoring team performance, analyzing key performance metrics to improve upon business solutionsCoaching and mentoring CSR's on improving overall customer experience and KPI'sDeveloping and utilizing work management and forecasting tools too allocate resources and facilitate efficient processesSales/Service For Markel Personal Lines (Motorcycle, Boat, Bicycle, & Special Events)

Created collection process for outstanding receivables from early stage to late stage for a membership of 38,000Established collection procedures for residential versus commercial membersImplemented repayment policy and procedure for companyNegotiate repayment plans and collection for entire membershipResponsible for day to day disconnection of utilities for non-paying membersResponsible for reviewing member creditworthiness and applying depositsAccountable for uploading daily call list for third party vendorMonitor, and audit external third party collection agency Designed and maintained month end reporting for aging of receivables for CEO

Accountable for day to day operation of remote Call CenterRecruited, interviewed, and trained all collection representatives for new call centerCreated unique incentive plans to motivate collection staffAssisted in securing all appropriate licensing for office and staffCommunity out reach for business developmentPartnered with Work force Development Designed and implemented strategic calling campaigns that resulted in increased recoveries by 30% for 14 medical providers and 8 utility companiesEnsured compliance in all facets of third party collections, including but not limited to FDCPA, FTC, FCRA, HIPPA, and employment lawsMonitored penetration, abandon call, kept rates and right party contact ratios for calling campaignsScrutinized and adjusted work standards to address inventory penetration to meet recovery goals and work standards for various clienteleCollaborated with corporate office to implement and streamline processes to allow for cohesion between call centersInteracted with sales and marketing to ensure client satisfactionResponsible for trouble shooting technological and telephony malfunctions remotelySustained all aspects of managing an office including but not limited to supplies, vendor contracts, NPI safeguarding, attrition, work processesReported monthly call center profitability to CEO and COO

Coach and Develop Account Associates for the Whitewater Calling CenterCoached and developed 35 account representatives, along with 3 Unit Managers for the Premier product division with $60M in annual placementsExceeded assigned goals that resulted in increased market share for top level product lines within the divisionIncreased collection recoveries from $650K on average to $1.2M per monthPartnered with Training and Development for the creation and implementation of training platforms for Phase III collection staffEstablished monthly goals for associates to meet client revenue expectationsVoice-Track call monitoring for corporate and regulatory compliancePerform weekly and quarterly audits for quality assuranceCommunicated and supported departmental and corporate initiativesReviewed performance statistics and formalized action plans Facilitate Calling Campaigns for the Whitewater Calling CenterResponsible for implementing and troubleshooting IVR and inbound call blending platforms for 250 employeesCollaborated with 4 remote call centers to implement best practices throughout the Debt Management OrganizationAnalyzed and implemented strategic dialing campaigns that allowed for proactively addressing gaps in inventory management to increase recoveriesMonitored penetration, abandon call, and right-party contact ratiosEnsured predictive dialing settings coincide with varied campaign objectivesPartner with Information Technology to ensure compliance with client specific work standardsAnalyzed campaign performance and associates’ effectiveness by defining clear expectationsCreated and provided reports to Director of Operations

Designed and Implemented an Early-Out program for Froedtert Memorial Hospital, which included letter series campaigns and auto-dialing campaigns, securing a $1.2 million portfolio.Responsible for selection, hiring and training all Patient Account RepresentativesAnalyzed productivity of all collection personnelMet and/or exceeded all collections quotasManaged all dialing campaigns; increased overall collection ratios through adjustment of business unit’s strategy and dialing settingsResponsible for setting and achieving recovery goals for various medical clientele such as Children’s Hospital of WI, Medical College of WI, Aurora Health Care, Medical Associates, and various other medical clients

Managed 100-150 call center representatives along with 4 unit supervisors that provided outbound calls for thirty-nine remote collection facilities with an emphasis on: Campaign penetration, contact ratios, kept rates, and zero tolerance complaint policy.