Summary
Overview
Work History
Education
Skills
Timeline
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SARAH HOPKINS

Loganville,Georgia

Summary

An accomplished and results-driven credit and collections professional with extensive experience in portfolio management, account management, and credit management, optimizing accounts receivables in diverse industries. Demonstrates expertise in strategic account review, risk assessment, and debt recovery, utilizing advanced analytics and automation tools to enhance collection efficiency. Skilled in negotiation, establishing credit limits, and maintaining regulatory compliance to reduce delinquency rates and bed debts. Expertise in streamlining processes, improving operational workflows, and fostering strong client relationships to support business growth.

Overview

2026
2026
years of professional experience

Work History

Credit and Collections Analyst

DS Smith
2025 - Current


  • Conducted account reviews, making recommendations for credit limit adjustments based on client performance and risk factors.
  • Negotiated payment plans with delinquent customers, achieving successful
    repayment outcomes without legal intervention.
  • Communicated with customers to discuss past-due accounts and negotiated payment plans.
  • Maintained compliance with regulatory requirements in all aspects of credit and collections functions.
  • Managed portfolio of accounts totaling $8M in accounts receivables, optimizing collections and maintaining financial health.
  • Streamlined internal communication channels between departments involved in collections process, fostering improved collaboration toward common goals.
  • Produced monthly reports for senior management review, highlighting key metrics and trends related to outstanding receivables.
  • Identified customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Provided strategic input for process improvement initiatives, leading to greater team productivity and results.
  • Increased efficiency in collections, utilizing advanced software tools for tracking and reporting purposes.
  • Analyzed financial statements for accurate assessment of customer creditworthiness, mitigating risk exposure.
  • Enhanced debt recovery rates by implementing effective collection strategies and tactics.
  • Collaborated with sales teams to assess credit risk for potential customers while maintaining company growth goals.
  • Reduced delinquency rates with proactive monitoring of customer accounts and timely follow-ups.
  • Developed strong relationships with clients to facilitate negotiations and improve payment terms.
  • Resolved disputes through effective negotiation skills, preserving positive client relationships throughout collections process.
  • Minimized bad debt write-offs by conducting thorough credit investigations on new customers.
  • Executed informed credit decisions and recommended changes to customer credit limits based on risk analysis.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Entered client details and notes into system for interdepartmental access and review.
  • Maintained accurate records of customer accounts, payments, and payment plans.
  • Responded to customer inquiries and provided detailed account information.
  • Facilitated business unit meetings via Microsoft Teams and partnered with internal business partners and plant managers to advance working capital initiatives, resolving key discrepancies impacting collections performance.
  • Reviewed aged trial balance to identify delinquent transactions.
  • Assessed, researched, and resolved delinquent items and ensured communications with stakeholders was maintained.

Credit and Collections Analyst

Progressive Lighting Inc.
2021 - 2025
  • Monitored firm's accounts receivable statements to identify debts owed, account reconcilement, and cash misapplications.
  • Led extensive portfolio of accounts while maintaining excellent attention to detail, minimizing errors during collection process.
  • Streamlined processes for managing invoicing and payment plans, resulting in more accurate billing records and improved collection efficiency.
  • Contacted customers with overdue accounts to collect past due amount, processed payments or negotiated to collect payment installments.
  • Reconciled accounts to verify accuracy of financial records and resolved discrepancies.
  • Generated customer invoices and processed credit memos to maintain accurate and efficient billing.
  • Increased efficiency by streamlining data analysis processes and
    implemented automation tools.
  • Used credit bureau data, post office information, internet searches and other tools such as skip tracing to locate customers who have relocated or changed contact information.
  • Analyzed customer risk level and established account credit limits based on NACM information database.
  • Provided support to meet changing demands by recommending
    improvements to business systems or procedures.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Identified trends and patterns in large datasets, leading to actionable
    insights for business growth.
  • Evaluated debt recovery methods to identify areas of improvement;
    implemented changes leading to more successful outcomes.
  • Reduced outstanding debts through timely intervention and assertive
    negotiation strategies.


Customer Service Manager

Fifth Third Bank
2019 - 2021


  • Led team of customer service representatives, fostering positive work
    environment focused on teamwork and collaboration.
  • Provided training for new hires on best practices in collections strategies, contributing to well-prepared team.
  • Supervised employees and assessed performances to determine training needs and define plans for decreasing process lags.
  • Scheduled and performed surprise cash count audits.
  • Performed bank teller, merchant teller, vault clerk, and ATM ambassador duties.
  • Contacted customers to collect overdue auto loan, credit card and
    installment payments to prevent third party collections and account
    charge offs, processed payments and/or established payment
    arrangements.
  • Distributed banking information and maintained record retention filing
    system of bank documentation.
  • Leveraged available resources to optimize customer experience with
    operational excellence.
  • Opened accounts and cross-sold comprehensive deposit services products.
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Collaborated with upper management to improve customer service
    processes and support structures company wide.
  • Boosted customer retention rates through exceptional problem- solving skills and relationship-building efforts.
  • Reduced customer complaints, proactively addressed issues while
    implementing effective solutions.
  • Developed strong relationships with key clients, ensured customer needs were met consistently and promptly.
  • Reduced customer complaints, proactively addressing issues and
    implementing effective solutions.
  • Administered complex customer issues, navigating internal resources to identify and implemented best possible solutions.

Relationship Banker / Sr. Bank Officer

Bank of America, N.A.
2006 - 2019
  • Strengthened client relationships by providing personalized banking solutions and exceptional customer service.
  • Processed over 100 customer transactions per day, including deposits, withdrawals, and transfers.
  • Achieved 100% balancing accuracy and was recipient of several "Teller Excellence Awards” in East Atlanta Market.
  • Provided oversight on all operational activities including execution of operational leadership tasks.
  • Identified risks, prioritized areas of focus, educated associates on detecting fraud, and created action plans to correct issues.
  • Conducted comprehensive financial reviews for clients, resulting in more informed decision-making with risk management.
  • Streamlined processes for improved efficiency, leading to faster transaction processing times and higher customer satisfaction.
  • Ensured service sales activities complied with standards for operational excellence to meet regulatory compliance requirements.
  • Leveraged available resource technology (iPads, bank by appointment, etc.) to optimize customer experience.
  • Strengthened client relationships by providing personalized banking solutions, products and notarization services.
  • Facilitated home equity loan closings, ensuring accurate documentation and compliance with regulatory requirements, working closely with clients, lenders and other internal partners.

Education

Bachelor of Science - Business Administration And Finance

GWINNETT TECHNICAL COLLEGE
Lawrenceville, Georgia

Skills

  • Account Reconcilement
  • Cash Applications
  • Debt Recovery Expertise
  • Excel Proficiency
  • Decision-Making Capabilities
  • Portfolio Management
  • Skilled Negotiation
  • Goal-Oriented Mindset

Timeline

Credit and Collections Analyst

DS Smith
2025 - Current

Credit and Collections Analyst

Progressive Lighting Inc.
2021 - 2025

Customer Service Manager

Fifth Third Bank
2019 - 2021

Relationship Banker / Sr. Bank Officer

Bank of America, N.A.
2006 - 2019

Bachelor of Science - Business Administration And Finance

GWINNETT TECHNICAL COLLEGE

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