Cathy Horton
Huntsville
Summary
Accomplished Collections Specialist with a proven track record at Huntsville Utilities, enhancing revenue recovery and customer satisfaction through expert negotiation and relationship-building skills. Leveraged strong communication and skip tracing knowledge to exceed performance goals, while mentoring new hires to foster a team-oriented environment.
Overview
13
13
years of professional experience
Work History
Senior Collection Specialist
Huntsville Utilities
09.2021 - Current
- Oversee training initiatives for new hires, resulting in increased productivity and consistent performance standards across the team.
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
- Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.
- Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
- Mitigated risk by thoroughly evaluating debtor profiles and implementing appropriate collection strategies based on historical performance and unique account characteristics.
- Leveraged excellent interpersonal skills when liaising with external partners, such as legal counsel and credit bureaus, ensuring positive working relationships.
- Researched accounts and completed due diligence to resolve collection problems.
- Trained new team members on scripts, company services, and collection strategies.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Used skip tracing and other techniques to locate debtors.
- Established relationships with customers to encourage payment of delinquent accounts.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Worked with customer to create debt repayment plan based on current financial condition.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Maintained collections programs such as TSI, third party collection agency accounts, Municipal Intercept accounts.
- Processed All Residential Bankruptcies.
- File against Letter of Credits and Bonds for Commercial account balances.
- Provide information to Huntsville Housing Authority and DHR on tenant information, such as set dates, end dates, and electric usage.
Collections Specialist
Huntsville Utilities
10.2011 - Current
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Maintained high volume of calls and met demands of busy and productive group.
- Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
- Researched accounts and completed due diligence to resolve collection problems.
- Trained new team members on scripts, company services, and collection strategies.
Dispatcher
Huntsville Utilities
08.2011 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely dispatch request.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Education
Master of Science - Human Resources Management
University of Phoenix
Tempe, AZ09.2005
Bachelor of Science - Human Resources
Faulkner University
Huntsville, Alabama07.1998
Associate of Science - Business Administration Accounting
Phillips Junior College
Huntsville, Alabama12.1991
High School Diploma -
Lee High School
Huntsville, Alabama05.1988
Skills
- Credit and collections
- Credit Reporting Familiarity
- Teamwork orientation
- Account Review
- Relationship Building
- Active listening abilities
- Collections
- Customer research
- Skip Tracing Knowledge
- Decision-Making Competence
- Professionalism and Ethics
- Conflict resolution techniques
- Data Entry Efficiency
- Outbound Calling
- Bankruptcy Law Awareness
- Record keeping proficiency
- Empathy and Tactfulness
- Strong negotiation skills
- New Hire Training
- Skip Tracing
- Clear Communication
- Updating Customer Accounts
Timeline
Senior Collection Specialist
Huntsville Utilities
09.2021 - Current
Collections Specialist
Huntsville Utilities
10.2011 - Current
Dispatcher
Huntsville Utilities
08.2011 - Current
Master of Science - Human Resources Management
University of Phoenix
Bachelor of Science - Human Resources
Faulkner University
Associate of Science - Business Administration Accounting
Phillips Junior College
High School Diploma -
Lee High School
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