Belia Quintana
St Haltom City
Summary
Highly motivated Collections Manager with 25 years of Financial Services experience. Proficiencies in Collections , Accounts Receivable and Customer Service. Consistently drives results by building and leading high-performance teams. Proven history of effectively collaborating across all organizational levels. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
24
24
years of professional experience
Work History
Collections Manager
Bsnsports
04.2022 - Current
- Lead and develop a staff of 31
- Reporting - Prepare reports and spreadsheets that reflect the progress with details on the highest over 60 days past due balance accounts as well as a listing of all accounts that are going to roll over into the over 60-day category that week/month
- Prepare reports for all levels of management
- High Priority/Corporate Accounts Aid in resolution of problem accounts, to include assisting those with escalated personalities
- Maintain corporate accounts, which includes reconciling, negotiating, and researching
- Assisted in successfully implemented new technologies and process automations to encourage continuous improvement.
- Monitored and Implementing Policy Procedures that meet the business need
- Implemented Incentives to bust employee moral and drive down
- Monitoring phone calls for quality assurance and productivity
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Provide all resources necessary for staff to collect efficiently
- Implementing and monitor new incentives to keep morale up among the team
- Maintain ongoing training with staff to correct or improve performance trends
- Counseling employees in areas that need improvement and recognizing top performers on a job well done
- Self-motivated, with a strong sense of personal responsibility.
- Cultivated interpersonal skills by building positive relationships with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Passionate about learning and committed to continual improvement.
- Serve as a backup for Accounts Receivable and Credit Manager
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
Collections/Accounts Services supervisor
Bsnsports
01.2020 - 01.2022
- Lead and develop a staff of 15
- Coaches staff; managed performance; makes compensation decisions; managed staff career development
- Assists Collectors with escalation issues revolving around customer billing disputes or complaints
- Monitor, measure, and managed employee performance according to established criteria
- Effectively address performance issues or behavioral concerns as necessary
- Short term financial hardship issues
- Supervise efficient workflow in house and third-party collection process
Collections/Account services
01.2013 - 01.2020
- Team lead, Bsnsports
- Monitor a group of collectors and account services reps
- Lead and imitate team training
- Train new employees within the department
- Demonstrate effective leadership skills and encourage team concepts
- Assist in escalation issues
- Oversee workflow and implement improvements when needed
- Manage a high volume of internal and external emails, telephone calls and other correspondence regarding collections/account services
- Responsible for providing direction to team via regular team meetings to ensure each team member understands team goals and objectives
Collections lead
CGI Technology
01.2010 - 01.2013
- Responsible for collecting on client-based recovery accounts 180 days and plus
- Maintained accounts to ensure payments or credits were properly applied
- Served as point person to manager and employees in absence of supervisor
- Handled all Spanish escalated Inbound/Outbound Calls
Business Collection Specialist
01.2008 - 01.2010
- Responsible for collecting on 250 Business Lease accounts 61-180 days past due
- Maintained accounts to ensure payments or credits were properly applied
- Filed small claims on Business Lease charge off accounts
- Handled all escalated Inbound/Outbound Calls
- Post sales commission
Packing and Shipping Lead
CVS CAREMARK MAIL Order, CVS/CAREMARK
01.2006 - 01.2008
- Manages packers and shippers with responsibilities of packing and shipping 115,000 prescriptions weekly
- Worked closely with supervisors to ensure workflow management and work procedure compliance
- Provided coaching and feedback to frontline employees to meet department rates
- Worked closely with other leads to ensure consistency in outbound products to clients
- Calculated month-to-date Ship State Reports for Finance
- Serves as direct contact for shipping and packing exceptions
- Trained supervisor and co-lead in LINKS system.
Accounts Receivable Lead
CVS/CAREMARK
01.2005 - 01.2006
- Provide service to customers with escalated accounts, to ensure timely payment and reduce delinquency rates
- Researched escalated accounts to strategize best methods for maintaining "on time" payment history
- Managed Accounts Receivable Representatives, ensuring processing of all A/R Queue, Stars, and payments in a timely manner
- Exceeded daily departmental rate
- Administered and planned daily workflow for reps
- Posted and monitored payments for the team
- Monitored team members’ performance levels to meet corporate goals through weekly coaching and on going mentoring
- Served as part of team traveling to different facilities to learn new accounting procedures and systems
- Monitored inbound and outbound calls to ensure HIPPA compliance
- Trained new representatives at various Caremark site around the US
Collections Project
CVS/CAREMARK
01.2003 - 01.2005
- Supervised upper management project to reduce $13,000.000 deficit
- Complied with company procedures and policies
- Provided customers with highest quality service by monitoring inbound/outbound calls and providing coaching/feedback to representatives
- Presented monthly reporting to upper management
- Worked closely with other leads to ensure consistency within accounting departments and within three Advance PCS Legacy sites
- Promoted to collection project overseeing department of 16-23 temporary collection representatives
- Collected $5,000,000 for Legacy Advance Rx sites, resulting in reduction in Loss Provision .03 per Rx
- Developed month-to-date and year-to-date reporting documents for collection data
- Trained and reported Avaya Centre Vu application for management
Accounts Receivable Trainer
CVS/CAREMARK
01.2000 - 01.2003
- Determined worker training needs and delivered proper training in all areas of Accounts Receivable
- Made certain that accounts were properly updated, and accounts receivable representatives followed Standard Operating Procedures
- Traveled and trained Accounts Specialists for CVS/Caremark mail order sites
- Served as point person to manager and employees in absence of supervisor
Education
BASICS -
TARRANT COUNTY JUNIOR COLLEGE
FORT WORTH, TEXAS1996
INTERNATIONAL BUSINESS COLLEGE
EL PASO, TEXAS1993
Skills
- Excellent knowledge of all collection policies, procedures and processes
- Fluent in handling aging reports and knowledge of payment terms expectations as well as knowledge of Average Days to Pay (Days Sales Outstanding=DSO)
- Ability to follow through and meet deadlines consistently to provide a helpful and reliable customer experience
- Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
- Shift Scheduling
- Conflict Resolution
- Fluent in Language
- Multiple Priorities Management
- Schedule Management
- Goal Setting
- Customer Service
- Customer Service Management
- Policy and Procedure Enforcement
- Performance Evaluations
- Work Planning and Prioritization
- Service Documentation
- Proficient in Software
- Employee Training and Development
- Relationship Building
- Staff Supervision
- Service Quality Management
- Expert in Software
- New Employee Hiring
- Goal-Oriented
- Process Implementation
- Documentation and Reporting
- Outgoing and Energetic
- Continuous Improvement
- Analytical Thinking
- Multitasking and Organization
- Coaching and Mentoring
- Establishing Vision
- Critical Thinking
- Workflow Management
- Task Delegation
- Reliable and Responsible
- Problem-Solving
Timeline
Collections Manager
Bsnsports
04.2022 - Current
Collections/Accounts Services supervisor
Bsnsports
01.2020 - 01.2022
Collections/Account services
01.2013 - 01.2020
Collections lead
CGI Technology
01.2010 - 01.2013
Business Collection Specialist
01.2008 - 01.2010
Packing and Shipping Lead
CVS CAREMARK MAIL Order, CVS/CAREMARK
01.2006 - 01.2008
Accounts Receivable Lead
CVS/CAREMARK
01.2005 - 01.2006
Collections Project
CVS/CAREMARK
01.2003 - 01.2005
Accounts Receivable Trainer
CVS/CAREMARK
01.2000 - 01.2003
BASICS -
TARRANT COUNTY JUNIOR COLLEGE
INTERNATIONAL BUSINESS COLLEGE
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