Audrey Carpenter

• Analyzed customer creditworthiness through comprehensive reviews of accounts using industry-standard tools and references.
• Evaluated customer financial profiles to set and adjust credit limits, ensuring compliance with Alfa Laval's credit policy.
• Resolved past-due balances by effectively engaging with customers through phone and email. Identified key reasons for delinquency and addressed them proactively.
• Evaluated delinquent accounts and proposed recommendations to credit manager for further action with outside collection agencies.
• Compiled and organized data for monthly statistical reports while addressing audit requests efficiently.
• Coordinated efforts among sales, customer service, and finance departments to guarantee accuracy in accounts receivable and adherence to credit policies.

• Independently work with customers and branch locations to manage past due accounts while supporting sales function.
• Reduced delinquency rates through proactive communication and diligent follow-up with clients.
• Assisting customers with invoices, statements, and reconciliations for assigned branch locations
• Handled approximately 40 incoming phone calls and emails from associates and customers to accept payments and resolve credit-related issues per day.
• Decision-making on managing past due accounts, responding to billing questions, and reconciliation of accounting records with customers.
• Developed customized payment plans for clients with financial difficulties, resulting in higher retention rates.

• Use confidential information in a professional manner to achieve collections targets/goals
• Evaluated effectiveness of current credit control measures, recommending changes where needed to minimize risk exposure.
• Communicated with customers to identify and resolve outstanding payments.
• Maintained strong client relationships through clear communication and timely resolution of disputes.
• Reduced outstanding receivables by diligently following up on overdue payments.
• Achieved a high level of customer satisfaction through proactive issue resolution, preventing late payments due to disputes.

(Promoted through three roles: Customer Service Representative → Collection Specialist → Company Trainer)

• Delivered high‑quality customer support, resolved account issues, and maintained accurate customer records.
• Managed high‑volume inbound and outbound calls while meeting performance and compliance standards (including FDCPA).
• Identified delinquent accounts, performed skip tracing, negotiated payment plans, and achieved timely resolution of overdue balances.
• Trained and mentored 20–30 new hires, developing training materials, onboarding modules, and clear process documentation.
• Collaborated with leadership to streamline onboarding and improve training effectiveness across multiple departments.

• Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
• Participate as part of the management team in staff meetings to set goals, expectations, and suggestions to improve services.
• Adhered to state laws regarding alcoholic beverage services and customer regulations.

• Identified problems areas within loan portfolios, analyzed risks, suggested, and implemented appropriate solutions
• Interviewed clients to determine income, expenses, insurance, tax, objectives, and risk tolerance to develop a financial plan
• Closely monitored performance of current portfolio of specialty loans and made changes to achieve performance targets

• Provided accurate and appropriate pertinent information in response to customer financial inquiries
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Negotiated for payment on delinquent accounts, while maintaining and retaining strong connection with our customer.
• Maintained compliance with industry regulations and company policies while managing sensitive financial information.