Andrea Gronek
Phoenix,AZ
Summary
Dynamic professional with a robust background in collections and financial analysis, specializing in optimizing debt recovery processes and ensuring regulatory compliance. Proven track record of implementing effective strategies to minimize delinquencies while enhancing operational efficiency. Recognized for exceptional communication and problem-solving abilities, with a strong capacity to adapt to evolving business needs. Committed team player dedicated to achieving results and fostering a collaborative work environment.
Overview
20
20
years of professional experience
Work History
Lead Billing and Collections Analyst
Sectigo Ltd
01.2023 - 01.2024
- Developed comprehensive training materials, including step-by-step guides and instructional videos, to enhance team knowledge and reduce managerial training time
- Revamped collection email scripts to improve clarity and applicability across diverse scenarios, ensuring consistent communication with clients
- Assisted the AR Manager with month/quarter/year-end reporting, transaction transfers, and small balance write-offs to ensure accurate closeouts
- Facilitated new client onboarding by managing vendor forms and training staff on customer invoicing platforms, ensuring seamless integration across departments
- Analyzed customer accounts to identify overdue payments and initiate collection processes.
- Developed strategies for improving collection efficiency and reducing outstanding debt.
- Collaborated with cross-functional teams to resolve billing disputes and enhance customer satisfaction.
- Monitored payment trends to forecast cash flow and inform financial planning decisions.
- Trained junior analysts on collection procedures and best practices for account management.
- Implemented process improvements that streamlined reporting and tracking of collections data.
- Led meetings to discuss performance metrics, ensuring alignment with company objectives.
- Analyzed customer accounts to identify and resolve outstanding payment issues.
- Developed and implemented strategies to enhance collections processes and improve cash flow.
Collections Manager
Global Financial & Leasing Services
01.2020 - 01.2023
- Increased fee revenue by 55.01% and reduced client delinquency rates by an average of 8.5% within one year through the development and application of SOPs
- Managed daily operations such as payment posting, mail processing, and staff attendance to ensure consistent department performance
- Updated and streamlined debt collection procedures to enhance team efficiency and compliance with regulatory standards
- Negotiated customized payment plans with financially distressed clients, balancing customer needs with company financial goals
- Conducted monthly lease invoicing and resolved payment discrepancies through detailed investigations and top-tier customer service
- Collaborated with executive leadership (CEO, President, CFO) to review and address problem accounts bi-weekly
- Directed collections efforts, enhancing recovery rates through strategic negotiation and relationship management.
- Implemented process improvements, reducing collection cycle time and increasing overall productivity.
- Trained and mentored team members, fostering a culture of accountability and continuous improvement.
- Analyzed collection data to identify trends, informing strategy adjustments for targeted outreach initiatives.
- Developed training materials to improve team knowledge on compliance regulations and best practices in collections.
- Led collections team to improve recovery rates through strategic planning and process optimization.
- Developed training programs enhancing staff skills and performance in collections procedures.
Accounts Receivable and Collections Supervisor
OpenWorks
01.2019 - 01.2020
- Led and trained a team of 2 in accounts receivable, improving their proficiency in accounting principles, collections, and cash application processes
- Enhanced the efficiency of the Client Success team by providing targeted coaching and resolving complex client inquiries, accelerating the collections process
- Delivered accurate financial reports to the Controller and CFO, ensuring timely account reconciliation and invoice adjustments for key clients
- Developed detailed instructions for the manual billing process of Strategic Accounts, improving accuracy and consistency
- Developed training programs to enhance staff performance and operational efficiency.
- Implemented strategies to reduce delinquency rates within assigned portfolios.
- Analyzed collection reports to identify trends and improve recovery processes.
- Collaborated with cross-functional teams to streamline communication and resolve customer disputes.
- Conducted regular performance evaluations, providing constructive feedback and coaching to team members.
- Established metrics for tracking team performance, driving accountability and results-oriented culture.
- Led initiatives to enhance customer service in collections process, improving overall client satisfaction.
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Supervised collections team, ensuring adherence to policies and procedures.
- Implemented process improvements, enhancing collection efficiency and reducing overdue accounts.
Collections Manager
SunWest Federal Credit Union
01.2018 - 01.2019
- Designed and implemented collection strategies that resolved $180K in delinquencies within two months
- Managed a team of 6, ensuring adherence to company objectives and legal standards while fostering a collaborative work environment
- Improved cross-functional teamwork by recruiting and training staff with a focus on collections and regulatory adherence
- Managed high-value accounts, ensuring consistent communication and resolution of outstanding balances.
- Collaborated with cross-functional teams to streamline processes, enhancing operational efficiency across departments.
- Established performance metrics and reporting systems to track team effectiveness and drive results-oriented outcomes.
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Led collections team to improve recovery rates through strategic planning and process optimization.
- Developed training programs enhancing staff skills and performance in collections procedures.
A/R Specialist/Executive Assistant
Johnson Goff & Company PLLC
01.2015 - 01.2018
- Increased collections of past-due balances by 429% (over $690K) between 2015 and 2017 through improved client engagement and streamlined processes
- Enhanced client onboarding and account management, resulting in clearer and more accurate financial statements and business schedules
- Streamlined communication with clients regarding outstanding balances, working closely with reception staff to resolve inquiries promptly
- Coordinated CPA and EA license renewals, ensuring compliance and up-to-date certifications for professionals
- Developed and implemented streamlined processes to enhance operational efficiency across multiple departments.
- Led cross-functional teams to execute strategic initiatives, improving project delivery timelines.
- Analyzed workflow patterns to identify inefficiencies and recommend actionable improvements.
- Collaborated with stakeholders to align departmental objectives with company goals, driving cohesive strategies.
- Established best practices for client interaction, ensuring high levels of satisfaction and retention.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Developed and implemented strategic initiatives to enhance operational efficiency and service delivery.
- Collaborated with cross-functional teams to streamline processes and improve client satisfaction.
Returned Payments/Authorization Specialist
American Express
01.2014 - 12.2014
- Collaborated with a training coach to improve staff proficiency in account collection procedures, leading to better management of customer accounts
- Partnered with vendors to refine customer service practices, resulting in an increase in authorized transactions
- Reviewed and processed authorization requests, ensuring compliance with company policies.
- Collaborated with cross-functional teams to resolve customer inquiries and disputes efficiently.
- Analyzed transaction data for trends to improve authorization processes and reduce fraud risk.
- Developed training materials for new staff, enhancing team knowledge of authorization protocols.
- Mentored junior staff on best practices for handling complex authorizations and escalations.
Collections Specialist
Arizona Attorney General’s Office
01.2008 - 01.2013
- Conducted comprehensive staff training on tax system operations, improving productivity and adherence to Department of Revenue protocols
- Collaborated with the Accounting department to reduce errors in financial management and enhance accuracy in daily transactions
- Assessed financial statements and settlement proposals, determining the viability of Offers-In-Compromise for debt resolution
- Streamlined judgment enforcement, wage garnishment, and summons issuance processes, optimizing debt collection efforts
- Managed comprehensive collections processes to recover outstanding debts efficiently.
- Conducted thorough account reviews to identify discrepancies and resolve issues promptly.
- Developed strategies for effective communication with debtors, enhancing recovery rates.
- Led training sessions for new staff on collections procedures and compliance regulations.
- Streamlined reporting processes by implementing new tracking systems for overdue accounts.
- Collaborated with legal teams to initiate appropriate actions against delinquent accounts.
- Managed collections for delinquent accounts, ensuring compliance with state regulations and policies.
- Developed strategies to minimize outstanding debts through effective communication and negotiation skills.
Field Collector III
Arizona Department of Revenue
01.2004 - 01.2008
- Revised training materials to improve the onboarding and proficiency of new field collectors
- Conducted field investigations, supervised asset seizures, and provided expert testimony to support compliance and enforcement initiatives
- Conducted field visits to assess tax compliance and collect outstanding payments.
- Analyzed taxpayer information to identify discrepancies and resolve issues efficiently.
- Developed effective communication strategies to educate taxpayers on their obligations.
- Collaborated with legal teams to facilitate payment agreements and resolve disputes.
- Mentored junior collectors in best practices for field collection operations.
- Implemented training programs for staff on new regulations and collection techniques.
- Developed strong working relationships with internal departments such as billing and customer service to ensure seamless collaboration during the collections process.
- Established rapport with clients through respectful communication, facilitating successful negotiations for overdue balances.
- Conducted field visits to assess tax compliance and address outstanding obligations.
- Engaged with taxpayers to negotiate payment plans and resolve disputes effectively.
Education
Associate of Science - Accounting
Rio Salado College
Tempe, AZ01-2019
Skills
- Collections & Accounts Receivable Management
- Team Leadership & Training
- Process Improvement & Optimization
- Financial Reporting & Analysis
- Client Relationship Management
- KPI Development and Reporting
- Strong communication skills
- Self-motivation and drive
- Active listening
- Professionalism and ethics
- Continuous improvement mindset
- Goal oriented approach
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balanceHealthcare benefitsWork from home optionPaid time offCareer advancementQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Lead Billing and Collections Analyst
Sectigo Ltd
01.2023 - 01.2024
Collections Manager
Global Financial & Leasing Services
01.2020 - 01.2023
Accounts Receivable and Collections Supervisor
OpenWorks
01.2019 - 01.2020
Collections Manager
SunWest Federal Credit Union
01.2018 - 01.2019
A/R Specialist/Executive Assistant
Johnson Goff & Company PLLC
01.2015 - 01.2018
Returned Payments/Authorization Specialist
American Express
01.2014 - 12.2014
Collections Specialist
Arizona Attorney General’s Office
01.2008 - 01.2013
Field Collector III
Arizona Department of Revenue
01.2004 - 01.2008
Associate of Science - Accounting
Rio Salado College