Candice Miller

Reduced bad debt 40% in four months by tightening collections and managing accounts directly.

• Monitored and managed customer accounts to keep overdue invoices moving toward payment.
• Contacted clients by phone, email, and letter to follow up on past‑due accounts. Investigated and resolved payment discrepancies, short payments, and disputed invoices.
• Maintained accurate, detailed collection notes for each account.
• Worked with sales and customer service to clear billing or service issues blocking payments.
• Prepared and summarized aging reports and updated management on collection progress.

• Managed all credit and collections tasks, from setting new credit policies to negotiating disputes.
• Reviewed and approved customer requests for payment-term and credit-limit changes after financial review.
• Negotiated payment plans to clear past-due balances and prepared delinquents for outside agencies.
• Maintained compliance with debt-collection laws and protected lien and bond rights. Prepared reports for senior management, including monthly aging and bad-debt write-off recommendations.
• Answered customer billing and payment questions promptly, improving account relationships.
• Worked with accounting to reconcile receivables and improve dayto-day operations.

• Managed and mentored a 25-person team of customer service and collections representatives.
• Cut delinquency rates by creating and implementing a new teamwide collection strategy.
• Audited at least 15 recorded calls per team member to ensure compliance with debt collection laws and company policies.
• Monitored key metrics, gave targeted feedback, and took corrective actions to improve performance.
• Handled and resolved complex escalated customer calls, doing research to bring accounts current.
• Prepared and presented daily bad debt projection reports for management and monthly performance summaries for each team member.
• Held weekly team meetings to review performance and new information, and ran monthly one-on-ones to address individual challenges, performance, and compliance.
• Coached team members with below-average performance scores through focused coaching sessions.

• Built and kept positive customer relationships by answering questions and resolving account issues.
• Called delinquent customers to negotiate payment plans and persuaded them to clear balances.
• Applied legal and department policies to collection calls, keeping every contact compliant.
• Worked with managers on complex delinquencies and flagged customers who qualified for credit extensions.
• Managed a large portfolio of accounts while keeping detailed, accurate records.