Cynthia L. Shields
San Diego
Summary
Results-driven professional skilled in developing innovative solutions for debt collection. Committed to upholding the highest standards of integrity and communication, while ensuring the dignity of customers and the reputation of the company. Focused on maximizing outcomes through strategic prioritization and resource management.
Overview
29
29
years of professional experience
4
4
years of post-secondary education
Work History
Account Manager
Universal Acceptance
San Diego
03.2018 - 05.2026
- Managed client accounts and ensured ongoing satisfaction with services.
- Developed strategic plans to enhance customer relationships and retention.
- Negotiated contracts with clients to maximize profitability.
- Facilitated contract negotiations to secure favorable terms for clients.
- Coordinated communication between clients and internal teams for project alignment.
- Analyzed client feedback to identify areas for service improvement.
- De-escalated customer interactions by providing alternative solutions to issues.
- Ensured compliance with industry regulations when dealing with clients.
- Provided training and guidance to new Account Managers.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
Special Assets Officer
CREDIT SOLUTIONS CORPORATION
San Diego
01.2012 - 12.2015
- Highly skilled in collecting on past due customer accounts, including resolutions of discrepancies
- In-depth knowledge of collection methods and severance processes.
- Knowledge of Fair Debt Collection Laws.
- Dedicated and meticulous: Able to exceed both external and internal customers.
- Investigate customer accounts and documents methodically
- Ensure follow-up by mail and phone
Senior Account Manager
MIDLAND CREDIT MANAGEMENT
San Diego
01.2001 - 12.2010
- Create, examine and execute actionable and insightful recommendations for collection strategies.
- Manage the collections function, including but not limited to, collection activities, policies and procedures, and the attainment of departmental budgeted goals and objectives.
- Administer and measure monthly cash collection targets based upon targets established by Senior Management and regularly provide meaningful reports.
- Monitor compliance with departmental and Federal procedures and policies, and recommend efficient procedures to accomplish company goals.
- Negotiate and establish payment schedules with customers.
- Manage the day to day personnel functions of the team including scheduling, staffing, performance management, coaching and skill development.
- Ensure efficient operations of the Collections department, meeting both the customer's expectation of service and the companies' expectation of profitability.
Billing Representative/Senior Call Representative
VITERRA ENERGY SERVICES
San Diego
01.1999 - 12.2001
- Managed, processed and billed over 12,000 units.
- Responded to and interacted with customers concerning all aspects of billing through phone, e-mail, regular mail or personal contact in a prompt and courteous manner.
- Maintained billing records. Records included changes of name, address, phone number, and user name; changes in status of accounts; credit card information; and corrections to accounts.
- Monitored overdue statements and closed appropriate overdue accounts on a daily basis.
- Interacted with and responded to special needs of customers.
- Maintained strong knowledge of the business and industry including practices, trends, technology, competition, and information affecting the organization.
Reservationist/Ticket Agent
US AIRWAYS
San Diego
01.1997 - 12.1999
- Examined passenger documentation to determine destination and assigned boarding passes.
- Planned routes and computed fares and fees, using schedule books, rate books, and computers.
- Checked baggage and directed passengers to designated locations for loading.
- Prepared customer invoice and accepted payments.
- Assembled and issued documentation such as tickets, travel insurance policies, and itineraries.
Site Manager
CAPITAL RECOVERY SYSTEMS (C.R.S.)
San Diego
01.1997 - 12.1997
- Supervised inventory control and streamlined supply ordering processes.
- Managed accounts payable, corporate travel, and T&E reimbursement processes to ensure timely disbursements.
- Oversaw employee benefits package administration to enhance employee satisfaction and retention.
Education
Bachelor of Arts -
University of California, Los Angeles
Los Angeles, CA 07.1981 - 06.1985
Skills
- Client account management
- Customer relationship management
- Contract negotiation
- Relationship building
- Strategic planning
- Data analysis
- Compliance assurance
Timeline
Account Manager
Universal Acceptance
03.2018 - 05.2026
Special Assets Officer
CREDIT SOLUTIONS CORPORATION
01.2012 - 12.2015
Senior Account Manager
MIDLAND CREDIT MANAGEMENT
01.2001 - 12.2010
Billing Representative/Senior Call Representative
VITERRA ENERGY SERVICES
01.1999 - 12.2001
Reservationist/Ticket Agent
US AIRWAYS
01.1997 - 12.1999
Site Manager
CAPITAL RECOVERY SYSTEMS (C.R.S.)
01.1997 - 12.1997
Bachelor of Arts -
University of California, Los Angeles
07.1981 - 06.1985