Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Mitzi Franklin

Mitzi Franklin

Lebanon ,TN

Summary

Dynamic Resource Specialist with a proven track record at NexRep, excelling in performance evaluation and IEP compliance. Skilled in building relationships and providing personalized instruction, I effectively analyze performance metrics to enhance operational efficiency. My strong negotiation abilities and commitment to exceptional support drive successful outcomes in resource management.

Overview

2024
2024
years of professional experience
1
1
Certification

Work History

Resource Specialist

NexRep
  • Established clear performance expectations for team members regarding their role in managing resources efficiently.
  • Helping individuals navigate the application process and connect with the necessary support.
  • Building relationships with each Agent and providing additional resources or support.
  • Provide Real-time Support and Offer immediate assistance to contractors while they are actively working on client campaigns.
  • Analyze Performance Metrics Track and analyze key performance indicators to ensure client goals are being met.
  • Contractor Adherence Monitor and ensure contractors are following their Independent
  • Contractor Agreement and client-specific workflows and processes.
  • Client Communication Facilitate communication between contractors and clients to address issues and ensure smooth operations.
  • Collaborated with cross-functional teams to identify resource gaps and create solutions for streamlined operations.
  • Monitored industry trends to stay informed about emerging technologies and best practices in resource management techniques.

Collections Specialist III

Citigroup Inc
11.2018 - 04.2023
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Negotiated to collect balance in full.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Counseled debtors on payment options and arranged installment agreements.
  • Used skip tracing and other techniques to locate debtors.
  • Trained new team members on scripts, company services, and collection strategies.
  • Used probing techniques to determine debtors' reasons for delinquency.

Accounts Receivable Specialist

FleetCor
10.2011 - 07.2018
  • Reduced outstanding accounts receivable balances by diligently following up on overdue payments.
  • Supported month-end closing activities by reconciling accounts, preparing reports, and analyzing trends in account performance.
  • Ensured the accuracy of customer records in internal systems by updating contact information, payment terms, and other relevant data as needed.
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Monitored accounts to verify compliance with payment terms and schedules.
  • Negotiated payment arrangements with customers to establish timely receipt of payments.
  • Increased efficiency of the collections process by implementing new strategies and procedures for tracking delinquent accounts.
  • Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
  • Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
  • Reconciled accounts receivable ledger to verify payments and resolve variances.
  • Aided in the reduction of bad debt write-offs through diligent monitoring of aging reports and proactive collections efforts.
  • Trained new team members on company policies, software systems, and effective accounts receivable practices for seamless integration into the role.
  • Optimized revenue recovery efforts by utilizing negotiation skills in resolving complex issues related to past due invoices or disputed charges.
  • Reduced errors in billing, implementing rigorous quality control measures on invoice generation.
  • Managed and responded to correspondence and inquiries from customers and vendors.
  • Handled day-to-day accounting processes to drive financial accuracy.

Education

High School Diploma -

East Tennessee State University
Johnson City, TN

Skills

  • Evaluation procedures
  • Behavioral evaluations
  • IEP compliance
  • Personalized instruction
  • Microsoft Excel
  • Accounts receivable
  • Accurate payment posting
  • Aging reports analysis
  • Data inputting
  • Account reconciliation
  • Month-end closing procedures
  • Credit and collections
  • Investigative research
  • Strong client relations skills
  • Customer service support
  • Invoicing proficiency
  • Financial management
  • Cash application
  • Invoice processing
  • Claims processing
  • Invoice preparation
  • Credit management
  • Dispute resolution
  • Accounts receivable software
  • Bookkeeping
  • Statement preparation

Certification

Operations Excellence Award for Customer Service
Operations Excellence award for Customer Service was awarded for the most handled calls and the lowest AHT with the best QA score

Timeline

Collections Specialist III

Citigroup Inc
11.2018 - 04.2023

Accounts Receivable Specialist

FleetCor
10.2011 - 07.2018

Resource Specialist

NexRep

High School Diploma -

East Tennessee State University

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Mitzi Franklin