Courtney Watkins
Atlanta,GA
Summary
Results-driven Collections and Account Recovery Specialist with over 15 years managing high-volume delinquent portfolios. Expert in negotiating repayment plans and reducing aged receivables while ensuring regulatory compliance. Consistently exceeds recovery targets, enhances customer satisfaction, and fosters team development through mentoring.
Overview
18
18
years of professional experience
Work History
Account Recovery Specialist
Purchasing Power
Atlanta , GA
04.2017 - Current
- Managed a monthly portfolio of 400+ delinquent accounts, recovering an average of $65,000 each month.
- Conducted 80-100 outbound calls daily using LiveVox dialer to resolve delinquent balances.
- Negotiated customized repayment plans based on customer financial circumstances and company revenue protection.
- Reduced delinquency rates through proactive outreach and clear account dispute resolution.
- Collaborated with internal teams to ensure timely account actions and adherence to compliance policies.
- Assisted in training and mentoring new hires, enhancing team performance and ramp-up speed.
Collections Representative
Community Loans of America
Atlanta, GA
08.2016 - 04.2017
- Executed 250–500 outbound calls daily via automated dialer, recovering overdue balances and enhancing customer engagement.
- Enhanced recovery rates through strategic negotiation and customer-focused communication.
- Established effective payment arrangements, significantly reducing account delinquency.
- Maintained compliance with collection policies while fostering positive customer interactions.
Credit and Collections Representative II
Comcast Corporation
Atlanta, GA
03.2014 - 08.2016
- Contacted commercial customers about delinquent balances, negotiating repayment terms to facilitate timely payments.
- Utilized multiple billing and account systems (CSG, Vision, CMS, Einstein, Workbench, TTS).
- Resolved complex billing and service issues independently, retaining customer relationships and enhancing satisfaction.
- Updated billing records for accuracy and compliance, ensuring alignment with company policies and standards.
Accounting Assistant
House Parts
Atlanta, GA
02.2008 - 03.2014
- Managed accounts payable and receivable functions for over 100 customer accounts, ensuring timely payments and accurate record-keeping.
- Reconciled daily check and credit card transactions with high accuracy.
- Assisted controller with monthly general ledger postings and financial statement preparation, contributing to accurate financial reporting.
- Generated collection reports and followed up on delinquent balances, enhancing cash flow management.
Education
Bachelor of Arts - Political Science
Georgia State University
Atlanta, GA06.2006
Skills
- Account recovery
- Accounts management
- Delinquency management
- Dispute resolution
- Payment negotiation
- High-volume call handling
- Dialer systems proficiency
- Identity compliance
- Customer retention strategies
- Financial reporting
- Cross-functional collaboration
- Data entry and system accuracy
Timeline
Account Recovery Specialist
Purchasing Power
04.2017 - Current
Collections Representative
Community Loans of America
08.2016 - 04.2017
Credit and Collections Representative II
Comcast Corporation
03.2014 - 08.2016
Accounting Assistant
House Parts
02.2008 - 03.2014
Bachelor of Arts - Political Science
Georgia State University