Summary
Overview
Work History
Education
Skills
Timeline
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Gretchen Zabel-Wright

Yacolt

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease department costs, decrease deliquency and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

9
9
years of professional experience

Work History

Senior Credit Collections Representative

Suburban Propane
10.2017 - Current
  • Responsible for auditing and handling for the ADTKEY for 37 CSC’s by analyzing, identifying and resolving accounts using best judgement
  • Assist Area Credit Manager with special projects and reports as assigned
  • Responsible for handling & assisting with complex accounts and escalated calls
  • Providing a high level of customer service regarding collection issues, process payments and customer refunds, process and review account adjustments, resolve client discrepancies such as disputed invoices or payment errors and short payments
  • Assist with coaching, training and mentoring current and new employees
  • Team Leader for Region 43
  • Assist weekly meeting with Regional Management, Service Center Managers & Credit Champions
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Analyze and be accountable for reducing delinquency for assigned VIP and special handling accounts
  • Performed credit representative duties as necessary

Collections Representative

Suburban Propane
11.2014 - 10.2017
  • Create and maintain regular aging reports within tight deadlines
  • Assess and then initiate collection activities on delinquent accounts (calls, letters & emails) and follow-up on all items while following and adhering to company and department policies
  • Analyze and be accountable for reducing delinquency for assigned VIP and special handling accounts
  • Research and resolve customer disputes to a mutual satisfactory end between customer and the company
  • Work closely with individual management and personnel of 74 service centers nationwide to ensure compliance by establishing and maintaining effective and cooperative working relationships.
  • Played a key role in reducing account aging by proactively identifying at-risk accounts and initiating early intervention measures.
  • Taking inbound calls from customers and service center.
  • Responded to customer inquiries and provided detailed account information.
  • Used skip tracing and other techniques to locate debtors.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Resolved challenging situations with friendly but firm strategies.
  • Perform other assigned tasks and duties necessary to support the Area 4 Credit & Collections Department.

Education

Associate of Applied Business - Accounting

University of Phoenix
Tempe, AZ
06.2017

Skills

  • Team Leadership
  • Dispute resolution & Employee Supervision
  • Staff Training and Development
  • Strong personal commitment to quality work and excellent customer service
  • Customer Relationship Management
  • Strong attention to detail & able to multi-task
  • Ability to consistently meet deadlines and maintain high level of customer satisfaction
  • Ability to learn new procedures & programs rapidly and proficiently
  • Microsoft Office applications (Excel, Word, PowerPoint)
  • Typing, Ten Key, Filing, Data Entry, QuickBooks Pro, QuickBooks 2008, 2010
  • File Management, tracking employee timecards, hours & training
  • Managing Delinquent Accounts
  • Cash application

Timeline

Senior Credit Collections Representative

Suburban Propane
10.2017 - Current

Collections Representative

Suburban Propane
11.2014 - 10.2017

Associate of Applied Business - Accounting

University of Phoenix

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Gretchen Zabel-Wright