Sarah Adams
San Antonio,TX
Summary
Accomplished Collections Manager with a proven track record at Conns, enhancing collections efficiency and customer satisfaction through strategic plans and empathy-driven negotiations. Expert in risk assessment and past due balance management, I excel in fostering team performance and achieving significant debt recovery, demonstrating both exceptional organization and goal-oriented focus.
Overview
15
15
years of professional experience
Work History
Collections Manager
Conns
San Antonio, TX
09.2013 - Current
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Worked with legal resources and recovery teams to manage default issues.
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Created comprehensive reports on collection activities, highlighting key performance indicators and areas for improvement.
- Analyzed financial data to identify trends, risks, and opportunities for improved collections strategies.
Collections Agent
GC Services
San Antonio, TX
03.2012 - 09.2013
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Customer Service Representative
Sears Call Center
San Antonio, TX
07.2011 - 03.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Shift Manager
Burger King
San Antonio, TX
08.2009 - 06.2011
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Excelled in every store position and regularly backed up front-line staff.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Tracked receipts, employee hours, and inventory movements.
Education
Nansemond River High School
Suffolk, VASkills
- Risk Assessment Capabilities
- Past due balance management
- Customer Service Management
- Exceptional organization
- Goal-oriented focus
- Performance Metrics Monitoring
- Debt recovery expertise
- Employee Retention
- Performance Improvement
- Accounts payable specialist
Timeline
Collections Manager
Conns
09.2013 - Current
Collections Agent
GC Services
03.2012 - 09.2013
Customer Service Representative
Sears Call Center
07.2011 - 03.2012
Shift Manager
Burger King
08.2009 - 06.2011
Nansemond River High School