Cathy Wyatt
Littleton,CO
Summary
Dynamic professional offering extensive experience in collection operations, customer service, and financial services. Proven track record in effectively managing accounts receivable and optimizing collections. Demonstrated comprehensive expertise in managing diverse accounting tasks within the auto body industry, encompassing meticulous management of accounts, proactive liaison with insurance entities for payment reconciliation, and handling of deductible and prepayment communications with clients. Well-versed in analyzing delinquent accounts, executing collection strategies, and negotiating payment arrangements. Skilled in leading and motivating teams to achieve service excellence, driving customer satisfaction, and cultivating long-term client relationships. Proficient in implementing customer service strategies, optimizing processes, and resolving complex issues. Adept at managing customer escalations, training staff, and implementing quality assurance programs to ensure service delivery aligns with organizational goals. Articulate communicator possessing excellent problem-solving, analytical, and decision-making skills with keen attention to detail.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Colorado AutoBody - Classic Collision Center
03.2023 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information and set up appointments for estimates.
- Contacted Insurance Companies for final payments and sending out the final estimate.
- Notified proper tow lots and Insurance Companies when the vehicles were totaled and collected daily charges for storage from the insurance companies.
- Ordered replacement parts and new parts on occasion to help out the Service Advisors.
Customer Service Representative
Crash Champions
08.2022 - 03.2023
- Organize and set up the front office and team for customer arrivals
- Collect and process payments, ensuring daily deposits are completed
- Manage and replenish essential front office supplies to enhance operational workflow
- Gather and provide customer feedback to management, contributing to continuous improvement efforts and enhancing customer satisfaction
- Resolve customer complaints to maximize satisfaction levels as well as offer reasonable solutions to ensure customer retention
Collector
RD Fuller
01.2022 - 08.2022
- Managed rent and damage deposit collections, and handled evictions as per requirements
- Drafted contracts for legal proceedings with apartment complex owners, proficiently communicating through letters and phone contacts
- Maintained accurate and detailed records of all collection activities, including communication attempts, payment commitments, and any additional information relevant to the collection process
- Collaborated with team members and supervisors to execute best practices, brainstorm strategies, and achieve departmental goals
Customer Service Representative
Michael's Auto Body and Glass
01.2020 - 01.2022
- Provide exceptional customer service by welcoming clients and returning vehicles promptly, fostering strong client relationships, and encouraging loyalty
- Perform a range of operations, including receiving incoming calls and directing them to the appropriate team members
- Track and resolve complex issues to maximize clients' satisfaction levels
- Maintain precise documentation by providing regular updates to customers and insurance partners, ensuring accuracy and completeness
- Adhere to established rules and policies to arrange rental cars for customers, ensuring compliance and smooth processes
- Post all payments and collaborate with the accounting department to reconcile daily totals
- Acknowledged for proactively contacting insurance companies regarding outstanding payments and promptly reaching out to customers for insufficient checks, successfully managing collections
- Accomplished high bonuses by consistently demonstrating personal excellence and providing support to fellow collectors in meeting targets and completing daily tasks
Office Manager
Caliber Collision
01.2019 - 01.2020
- Managed customer relationships to sustain current revenue, including primary responsibility for contract renewals and sales within assigned accounts
- Cultivated and sustained positive partnerships with customers
- Coordinated with relevant internal teams to facilitate smooth coordination and timely communication of customer updates and resolve billing and service-related issues
- Handled insurance payment collection, communicated with customers for updates, and managed office supply orders
- Surpassed accounts receivable expectations with a remarkably low delinquency rate compared to other locations, a performance that remains evident at Crash Champions to date
Receivables & Credit Analyst II
Kroenke Sports & Entertainment
01.2018 - 12.2018
- Oversaw overall billing functions for 17 magazines, processed payments received through the lockbox system, and handled magazine receivables
- Identified and addressed situations where required advertisements were not pulled due to non-payment
- Educated customers regarding contractual obligations
- Managed collections for 17 magazines, ensuring timely payment of advertisements
- Notified companies of impending ad removal 60 days prior to publication as well as processed payments from the lockbox to magazine accounts
- Provided comprehensive training and mentoring to new employees and customers, resulting in improved performance and productivity
- Served as in-house expert on skip tracing to minimize delinquency by over 30%
Collections Specialist
Pioneer Sand
01.2015 - 12.2017
- Supervised end-to-end facets of various robust collection processes at Pioneer Sand, ensuring timely collection of receivables and managing misapplied payments
- Evaluated contracts to ensure accurate pricing of materials and maintained consistency in the evaluation process
- Achieved increased collections at Miller Heiman by focusing on delinquent accounts and employing skip-tracing techniques to successfully recover outstanding amounts
Wholesale Collection & Billing Analyst
CenturyLink
01.2012 - 12.2015
- Utilized comprehensive data analysis skills to develop an efficient collection process at Pioneer Sand to support timely receivables and control misapplied payments based on contract-dictated pricing structures
- Maintained accurate and organized documentation of all collection activities, including payment records, correspondence, and collection notes
- Managed relationships with companies reselling services to collectors while adhering to SEC guidelines for collections
- Delivered Sertiam letters at specific delinquency intervals as well as oversaw accounts filing bankruptcy, including proof of claims
- Addressed customer disputes, such as trunk line pricing, and verified pricing compliance with their contracts
- Maximized collections through the application of Miller Heiman principles and skip-tracing techniques in resolving delinquent accounts
- Participated in Bankruptcy hearings, executed vehicle repossessions using proficient skip tracing abilities, authorized consolidation loans, and reviewed checking overdraft loan applications
Education
High School Diploma -
South High School
Denver, CO06-1973
Skills
- Collections Operations
- Customer Satisfaction
- Customer service
- Collections processing
- Debt negotiation
- Delinquent account management
- Fair debt practices
- Credit adjustments
- Account management
- Repayment negotiations
- Accounts receivable specialist
- Goals and performance
- Payment posting
- Account reconciliation
- Conflict resolution techniques
- Outbound calling
- Credit and collections
Timeline
Customer Service Representative
Colorado AutoBody - Classic Collision Center
03.2023 - 04.2024
Customer Service Representative
Crash Champions
08.2022 - 03.2023
Collector
RD Fuller
01.2022 - 08.2022
Customer Service Representative
Michael's Auto Body and Glass
01.2020 - 01.2022
Office Manager
Caliber Collision
01.2019 - 01.2020
Receivables & Credit Analyst II
Kroenke Sports & Entertainment
01.2018 - 12.2018
Collections Specialist
Pioneer Sand
01.2015 - 12.2017
Wholesale Collection & Billing Analyst
CenturyLink
01.2012 - 12.2015
High School Diploma -
South High School
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