Keila Gardner
Apopka,FL
Summary
Senior Accounts Receivable and Credit & Collections professional managing complex multi-million dollar B2B and consumer portfolios. Known for designing scalable recovery processes, improving cash flow performance, and resolving complex billing disputes through data-driven reporting, escalation strategies, portfolio analytics, and cross-functional coordination.
Overview
10
10
years of professional experience
Work History
Senior Collections Specialist
JD Palatine
Remote
10.2024 - Current
- Directed a multi-entity accounts receivable portfolio as the organization's sole collections specialist.
- Designed and implemented the organization's first structured installment recovery program, increasing repayment compliance and reducing delinquency exposure across the portfolio.
- Achieved a 90% repayment success rate by implementing structured installment recovery programs for delinquent accounts.
- Developed a five-stage escalation framework resolving 90% of delinquent accounts prior to legal enforcement or agency placement.
- Produced risk-exposure and delinquency analytics reports directly for the Controller to guide credit risk strategy and recovery prioritization.
- Standardized department-wide recovery communications and escalation protocols, improving consistency and accelerating cycle time.
- Determined escalation strategy for high-risk accounts, including agency placement and legal demand issuance, and recovery negotiations.
- Coordinated with sales, billing, client services, third-party agencies, and legal counsel for complex recoveries.
Credit & Collections Specialist
Ministry Brands
Remote
08.2023 - 08.2024
- Directed a $5M high-volume accounts receivable portfolio across B2B and consumer accounts.
- Produced high-risk AR exposure reports for the AR Manager using Excel (Pivot Tables, VLOOKUP) to identify delinquency trends.
- Managed third-party vendor contracts and reconciled related invoices to ensure billing accuracy.
- Managed a 1,000+ account portfolio while producing weekly aging, recovery performance, and bad debt exposure reports.
- Conducted weekly client meetings to resolve disputes and prevent escalation.
- Processed 70+ Zendesk tickets daily within SLA standards.
- Utilized skip tracing methods to locate parties with overdue payments.
- Generated weekly reports detailing collections activity, aging analysis, and bad debt reserves.
- Conducted credit risk assessments to determine installment eligibility and minimize exposure.
Credit & Collections Representative
Heniff Transportation
Remote
03.2021 - 07.2023
- Directed a $3M transportation-focused accounts receivable portfolio across 1,000 accounts.
- Conducted weekly meetings with top clients to address billing and rating concerns.
- Performed 30/60/90+ aging analysis to prioritize high-risk accounts, review trends and payment behavior.
- Resolved contract disputes, chargebacks, and complex billing discrepancies.
- Reconciled payments and audit balances across ERP systems and supported cash application research.
- Identified issues on supporting documents (BOL, POD, DEL, etc)
Accounts Receivable Specialist
Netrix Global
Hybrid
02.2019 - 05.2020
- Directed a complex technology-focused accounts receivable portfolio.
- Produced weekly/monthly AR reports for review by sales and management.
- Provided vendor forms, tax documents, credit references, and banking letters upon request.
- Issued demand letters and coordinated attorney-reviewed collection actions.
- Managed invoice uploads and payment tracking across 20+ client portals.
- Assisted with month-end and year-end close activities supporting AR and AP reconciliation.
- Generated purchase orders and non-purchase orders based on item descriptions and terms.
Customer Service Communicator
Canon Solutions America
Schaumburg, IL
01.2016 - 05.2017
- Managed 100+ inbound calls daily resolving billing and contract issues.
- Coordinated technician scheduling and cross-department communication.
- Managed communications with third-party vendors, processing orders, and billing information.
Skills
- Advanced Excel & Data Analysis: Pivot Tables, VLOOKUP/XLOOKUP, reporting, aging reports (30/60/90)
- Oracle, NetSuite, SAP, Salesforce, Zendesk, Microsoft Dynamics 365, Quickbooks
- DSO tracking, delinquency analysis, cash application, payment trend analysis, chargebacks & write off management
- Process improvement initiatives, contract & billing dispute strategy, billing system audits, escalation framework
Professional Skills
- Cross-Functional Process Training (Sales & Finance)
- Portfolio Risk Monitoring
- Escalation Management
- Internal Audit Support
Operational Strengths
- Independent Work Management
- Technology Proficiency & Rapid Software Adoption
- High-volume Workload Management
- Written & Verbal Business Communication, 70 WPM
Timeline
Senior Collections Specialist
JD Palatine
10.2024 - Current
Credit & Collections Specialist
Ministry Brands
08.2023 - 08.2024
Credit & Collections Representative
Heniff Transportation
03.2021 - 07.2023
Accounts Receivable Specialist
Netrix Global
02.2019 - 05.2020
Customer Service Communicator
Canon Solutions America
01.2016 - 05.2017