Margaret Brigner
Westerville,OH
Summary
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Successful at meeting high productivity, quality and performance standards. Efficient and competent professional.
Overview
10
10
years of professional experience
Work History
Credit & Collections Analyst
Sarnova
02.2019 - Current
- Established relationships with customers to encourage payment of delinquent accounts.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Responded by email or phone to customer inquiries and provided detailed account information, invoice copies, credit memos, and statements.
- Established and maintained a standardized routine for sending collection notifications to customers. (30-day, 60-day, etc.)
- Collaborated with sales teams and customer care teams to address collection-related issues, promoting positive customer relations.
- Improved customer payment behavior with consistent follow-ups and negotiation tactics.
- Called customers by telephone to collect past due invoices, verify accuracy of charges or to correct account errors.
- Negotiated favorable terms for repayment plans that balanced both client needs and protection of company interests.
- Expedited dispute resolutions by liaising between customers and internal departments, ensuring accurate information exchange leading to swift settlements.
- Processed credit card payments and applied to customer balances.
- Negotiated to collect balance in full when necessary.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used probing techniques to determine debtors' reasons for delinquency.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Researched billing errors and discrepancies to initiate corrective action.
- Prepared and submitted documents to outside collection agency when warranted and maintained communication if or when payments or communication was received from customers.
- Analyze and mail credit statements quarterly.
- Collected account information and sent to upper management for account credit line increases when needed.
- Reconciled accounts when payments received with no remittances, short pays, overpayments, duplicate payments, etc.
Returns Specialist
Sarnova
08.2016 - 02.2019
- Process product returns and replacement orders sent by internal business partners through email and complete accurately and in a timely manner.
- Research and resolve any requirements to resolve and complete a return the first time.
- Prioritize, organize, follow up and provide status information to management, internal business partners and customers.
- Work with internal departments and team members regarding return approvals.
- Escalate to management any issues holding back the successful completion of a product return.
- Determine and authorize credits and rebills as needed within the returns process.
- Review return for accuracy and make any changes as needed.
- Deliver return information to recipient within required time frame goal.
- Filing and other office details as necessary.
Customer Care Agent
Sarnova
01.2014 - 08.2016
- Process EMS supply orders received by mail, telephone, e-mail, or fax; and provide written confirmations upon request.
- Follow up and provide information to customers regarding order status as requested.
- Review order for accuracy and make changes to existing orders.
- Research and resolve simple billing inquiries.
- Explain products and services and perform basic product research upon request.
- Prioritize and organize daily follow-ups to ensure timely resolution.
- Evaluate customer concerns and resolve problems to the customer’s satisfaction.
- Provide pricing and product availability.
- Route special orders through appropriate departments for approval.
- Assist in delivery process, monitor assigned ship dates, coordinate shipping procedures, communicate any delays with customers, and obtain proofs of delivery.
- Determine and submit credits and rebills for billing discrepancies.
- Support Account Managers as needed.
- Book/charge credit card orders.
- Resolve order exceptions such as returns, miss-routed orders, damaged product, shortages, overages, etc.
- Work special projects as assigned.
Education
High School Diploma -
Westerville North High School
Westerville, OHSkills
- Relationship Building
- Goals and performance
- Active listening abilities
- Call center experience
- Outbound Calling
- Collections
- Account Reconciliation
- New Hire Training
- Conflict resolution techniques
- Records Management
- Records Maintenance
- Issue investigation
- Persuasion techniques
- Payment posting
- Attention to Detail
- Updating Customer Accounts
- Clear Communication
- Organizational Skills
- Microsoft Office
- Documentation and Recordkeeping
- Work Planning and Prioritization
- Analytical and Critical Thinking
- Negotiation and Resolution
- Customer Relationship Management
- Problem Identification
- Account Monitoring
- Pleasant Telephone Demeanor
- Basic Mathematics
- Managing Delinquent Accounts
Accomplishments
Spotlighted in company newsletter for reducing accounts over 30 days past due by 15.4% and accounts over 90 days past due by 4.6%.
Resolved all payments assigned to cash account due to unknown customers or invoices. This being a first in all business units for Sarnova.
Maintained for 24 months no invoices over 180 days past due.
Streamlined voucher process so customers received invoices and vouchers in a timely manner enabling customers to process and remit payment within Net 30 payment terms.
Maintained or surpassed goal of 185 outbound calls per month.
Achieved performance goals on consistent basis.
Timeline
Credit & Collections Analyst
Sarnova
02.2019 - Current
Returns Specialist
Sarnova
08.2016 - 02.2019
Customer Care Agent
Sarnova
01.2014 - 08.2016
High School Diploma -
Westerville North High School