Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
Generic

Ellen Garner

Summary

Adept at driving successful collection strategies, I significantly reduced delinquency rates at Morgan Properties through expert negotiation and empathetic customer engagement. My proficiency in skip tracing and commitment to maintaining client relations underscore my ability to enhance cash flow while ensuring regulatory compliance and fostering positive debtor interactions.

Professional collections specialist with proven track record of successfully managing accounts and recovering outstanding debts. Strong focus on team collaboration and achieving results, consistently adapting to changing needs. Skilled in negotiation, conflict resolution, and maintaining positive client relationships. Known for reliability, persistence, and effective communication.

Overview

32
32
years of professional experience
1
1
Certification

Work History

Sr. Collection Representative

First Advantage / National Credit Audit Corp.
07.2016 - 01.2025
  • Worked remotely from home in Pennsylvania collecting bad debt on behalf of apartment communities from residents who vacated their unit with outstanding balances due to eviction, damages to unit or unpaid rent.
  • Responded to all disputes from debtors and again mediated between client and debtor or attorney and client. Sent proof of all charges and pictures of damages upon request.
  • Collaborated with team members to establish best practices and optimize internal processes for maximum results in debt collection efforts.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located
  • Developed comprehensive knowledge of industry regulations, ensuring compliance in all collections activities and communications.
  • Reported unpaid accounts to 3 National Credit Bureaus and notified debtor of same.
  • Maintained strong relationships with clients, addressing concerns promptly and professionally to ensure continued business partnership.
  • Leveraged strong communication skills when corresponding with customers, resulting in higher payment commitment rates.
  • Reduced delinquency rates with proactive strategies and timely follow-ups on overdue accounts.
  • Resolved disputes diplomatically through skillful negotiations, preserving positive client relations while securing payments owed.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.

Collection Account Manager

Morgan Properties
03.1993 - 12.2015
  • Streamlined the collections process by developing an efficient account monitoring system.
  • Achieved consistent high levels of client satisfaction by delivering exceptional customer service and resolving issues with professionalism and empathy.
  • Managed a portfolio of accounts, ensuring timely payments and minimizing losses due to bad debts.
  • Initiated legal action against non-compliant debtors when necessary, protecting company assets from revenue loss.
  • Reduced outstanding debts by implementing effective negotiation strategies with delinquent account holders.
  • Worked closely with other departments to resolve billing discrepancies, improving interdepartmental communication and collaboration.
  • Supported continuous improvement initiatives within the department by providing feedback on processes and suggesting areas for optimization.
  • Implemented a proactive approach to account management, identifying potential issues before they escalated into major problems requiring intervention from senior management or external parties.
  • Stayed current on industry regulations and best practices, ensuring full compliance in all collection activities.
  • Maintained accurate records of all collection activities, facilitating transparency and easy access to information when needed.
  • Contributed to the development of collection policies, ensuring that all actions were in line with company values and legal requirements.
  • Improved customer satisfaction by addressing and resolving collection disputes in a timely manner.
  • Provided support to customers facing financial difficulties, offering payment plans that facilitated prompt repayment while maintaining goodwill.
  • Enhanced client relationships through regular communication and proactive approach to problemsolving.
  • Boosted cash flow by diligently following up on overdue invoices and negotiating payment terms with clients.
  • Responded to customer inquiries and provided detailed account information.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Entered client details and notes into system for interdepartmental access and review.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Generated and distributed monthly customer statements.
  • Prepared and submitted legal documents to initiate court proceedings.

Education

High School Diploma -

Bishop Kenrick High School
Norristown, PA
06-1967

Skills

  • Legal procedures
  • Call center experience
  • Dispute resolution
  • Skip tracing
  • Empathy and tact
  • Payment arrangements
  • Debt negotiation
  • Patience and persistence
  • Client relations
  • Customer research
  • Proficiency in [software]
  • Negotiation
  • Account management
  • Payment acceptance
  • Issue investigation
  • Business correspondence writing
  • Microsoft Word / Excel / Yardi /
  • Teamwork
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Updating customer accounts

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved disputes which led to payments.

Certification

  • Fair Debt Collection Practices Act Certification (FDCPA) - ACA International.
  • Certified Compliance Officer(CCO)-Compliance Certification Board(CCB).

Interests

  • Knitting and Crocheting
  • DIY and Home Improvement
  • Cooking
  • Gardening
  • Baking

Timeline

Sr. Collection Representative

First Advantage / National Credit Audit Corp.
07.2016 - 01.2025

Collection Account Manager

Morgan Properties
03.1993 - 12.2015

High School Diploma -

Bishop Kenrick High School

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Ellen Garner