Clara Smith

Responsible for the process improvement for the Aged Purchase Order (PO) report. Created a new score card to track the flow of Aged PO's. prevented $60 million Active Aging PO out of compliance from being factored in 2020 budget. I am also responsible in ensuring that the service level for refund and payments research SLA is met at a 100% service level.

• Teamed with Cash Management leaders on determining the process to improve the Aged PO Report and outlining needed quality improvements.
• Created a score card to track the flow of Aged POs.
• Changed existing processes and implemented new processes to improve efficiency by 55%.
• Improved the Customer experience with vendor as payments paid on schedule.
• Present weekly update Aged PO Report to Cash Management leadership.
• Process refunds and payment research on both active and disconnected accounts.
• Resolve Refund on customer accounts that have a credit balance and payment research within 7 days SLA.
• Resolve Cooperate Escalations at 100% SLA.

Instrumental in the implementation of a strategic plan aimed at reducing the number of active aging accounts scheduled for charge off. I Focused on accounts that that were between 60 and 90 days past due. I significantly reduced the number of accounts rolling over to being 120 days past due by 80%.

• Reviewed daily reports of delinquent accounts and tracked all collections efforts.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Carried out day-day-day duties accurately and efficiently.
• Maintained energy and enthusiasm in fast-paced environment.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Identified issues, analyzed information and provided solutions to problems.

Influential with the implementation of the new Collections Reporting tool Citadel for the High-Risk Department within Credit and Account Services. Worked in collaboration with Equifax team technical team.

Successfully reduced bad debt by 80 percent while fraudulent activity were reduced from 90 percent to 50 percent .

• Defined scope and goals of new project to Equifax stakeholders.
• Led brainstorming meetings for the new initiative and provided feedback.
• Reviewed collection reports to determine status of collections and amounts of outstanding balances
• Researched accounts and completed due diligence to resolve collection problems.
• Disconnected and cancelled installs on all accounts flagged with fraud.
• Achieved performance goals on consistent basis.
• Trained new team members on scripts, company services and collection strategies.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. I was able to de-escalate situations and resolving problems at 90% goal.

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Identified, researched and resolved billing variances to maintain system accuracy and currency.
• Assisted customers with setting appointments for trouble calls requests, and installations.
• Recommended products to customers, thoroughly explaining details.
• Developed company reputation through commitment to customer satisfaction and strong client relationships.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas. Generated over $250.000 dollars of new sales during the 2008 fiscal year.

• Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
• Answered inbound telephone calls from interested customers to persuasively discuss offerings.
• Set up appointments with interested customers according to schedule availability.
• Ranked in the top 10 sales representative every quarter.
• Trained and mentored new telemarketers on best practices, communication strategies and performance standards.