Claudette Gilliam

Responsible for the activities and operations of the credit and collections department.

• Enhanced collections efficiency by implementing and monitoring strategic collections plans.
• Streamlined department operations by optimizing workflows, policies, and procedures.
• Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
• Established performance metrics to evaluate team success and identify areas for improvement.
• Researched accounts and completed due diligence to resolve collection problems.
• Reported on and recommended actions related to financial stability of potential clients.
• Interviewed and assisted in selection of candidates for collections positions on team.
• Documented conversations with consumers and research into accounts.
• Improved team productivity through ongoing coaching, training, and performance evaluations.
• Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
• Prepared and delivered performance reviews of collections agents to support continuous improvement of department.
• Reduced delinquency rates with proactive account management and timely followups.
• Investigated and reviewed credit risks and collections.
• Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
• Acted as central point of contact for both employees and customers on routine credit and collection issues.
• Increased recovery rates for difficult accounts by utilizing effective negotiation skills.
• Worked with customers and collections representatives to monitor documentation, reduce customer disputes and collect invoices in timely fashion.
• Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
• Scheduled employees to provide full coverage of incoming and outgoing calls.
• Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
• Conducted regular audits of collection practices to maintain accuracy and adherence to industry standards.