SHEILA Y. MCGRUDER
Waxahachie,TX
Summary
Experienced and results-driven Collections Manager with a proven track record in reducing delinquency rates, optimizing collection strategies, and leading high-performing teams. Seeking to contribute my expertise in accounts receivable management, customer negotiation, and compliance to a forward-thinking organization. Dedicated to maintaining strong client relationships while ensuring the company’s financial stability through ethical and efficient collection practices. My impeccable work ethic speaks for itself. I can bring positive results to any atmosphere I work in.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Network Force to Load Analyst
AT&T
02.2013 - Current
- Continuously monitor network traffic and performance metrics to identify and address potential bottlenecks or inefficiencies.
- Implement and manage load balancing strategies to distribute network traffic effectively, ensuring high availability and reliability of services.
- Diagnose and resolve network performance issues, collaborating with IT and engineering teams to implement solutions.
- Generate and present regular reports on network performance, highlighting trends, issues, and areas for improvement.
- Work closely with network engineers, system administrators, and other stakeholders to align network performance with organizational goals.
- Maintain comprehensive documentation of network configurations, performance metrics, and troubleshooting procedures.
Team Lead / Load Balance Manager
AT&T
01.2012 - 02.2013
- Lead and mentor a team of network engineers specializing in load balancing technologies.
- Provide technical guidance and career development support to team members.
- Foster a collaborative environment to achieve departmental and organizational goals.
- Collaborate with network architects to integrate load balancing strategies into the overall network design.
- Ensure solutions align with business requirements and industry best practices.
- Provide level 2/3 support for complex network issues related to load balancing.
- Conduct root cause analysis for performance issues and implement corrective actions.
- Maintain detailed documentation of network configurations and modifications.
- Generate and present regular reports on network performance and load balancing metrics.
- Provide recommendations for infrastructure improvements based on analysis.
Dispatcher, U-Verse Dispatch
AT&T
04.2008 - 01.2012
- Receive, screen, update, and dispatch installation and repair work orders for the U-Verse product line.
- Process work orders to meet service commitments within specified deadlines.
- Maintain extensive customer contact, providing updates and information as needed.
- Use various systems to communicate with field technicians and ensure seamless operations.
Account Resolution Specialist
EMSI
12.2006 - 02.2008
- Monitor and manage assigned accounts to identify overdue balances or discrepancies.
- Initiate contact via phone, email, or written correspondence to secure payment or resolve concerns.
- Provide clear, professional communication regarding account status and payment options.
- Negotiate payment plans with customers in accordance with company policies.
- Process payments and document all activities in the account management system.
- Maintain accurate and up-to-date records of all interactions and resolutions.
- Prepare reports on account statuses and collections metrics for management.
- Ensure all actions comply with regulatory standards.
- Maintain confidentiality and protect sensitive customer information.
- Work with internal departments (billing, legal, sales, or customer service) to resolve disputes or escalate issues when needed.
Collector
Randstad (Citi Group)
02.2002 - 04.2003
- Initiate contact with delinquent customers to secure payment and resolve outstanding balances.
- Negotiate payment arrangements and settlements in accordance with company policies and regulatory guidelines.
- Monitor payment trends and follow up on overdue accounts to minimize losses and maximize recovery.
- Conduct research for issues concerning unapplied cash, overpayment, billing, and account reconciliations.
- Record detailed collection notes and maintain customer contact in financial tools.
- Communicate effectively with customers to understand their financial situation and provide appropriate solutions.
- Collaborate with cross-functional teams, including finance, legal, and billing, to streamline workflows and improve overall performance.
Collector
Arch Wireless National Call Center
02.2000 - 02.2002
- Build relationships with customers and provide resolutions to billing issues.
- Assist customers with account inquiries and ensure timely payments.
- Responsible for inbound and outbound calls.
- Responsible for collecting 60% of total 60 day A/R.
- Maintain a customer base of approximately $2.5 million.
- Address customer concerns and escalate issues as necessary.
Education
Diploma - undefined
Waxahachie High School
Loan Origination Certificate - Real Estate
Champion School of Real Estate
Dallas, TX03.2024
Computer Information Technology - undefined
Navarro College
01.2010
Skills
- Detail Oriented Organized
- Self Directed
- Good written & verbal communication
- Can work under pressure
- Problem Solver
- Multi Task
Certification
- Six Sigma Green Belt Certification
- Multiple Five Star Achiever
- Home Dispatch Project
Affiliations
- Non-Profit Board Member 'Priceless Precious Pearls'
- Member, Women of AT&T
- Member, Community Network AATP DFW Chapter
PROGRAMS
- Proficient in Microsoft Office & Google Programs
- Oracle applications
- AS 400, WAFA, Clarify, Force, Avaya, Edge, & FMO
Timeline
Network Force to Load Analyst
AT&T
02.2013 - Current
Team Lead / Load Balance Manager
AT&T
01.2012 - 02.2013
Dispatcher, U-Verse Dispatch
AT&T
04.2008 - 01.2012
Account Resolution Specialist
EMSI
12.2006 - 02.2008
Collector
Randstad (Citi Group)
02.2002 - 04.2003
Collector
Arch Wireless National Call Center
02.2000 - 02.2002
Diploma - undefined
Waxahachie High School
Computer Information Technology - undefined
Navarro College
Loan Origination Certificate - Real Estate
Champion School of Real Estate
Similar Profiles
Elda BenitezElda Benitez
Sales Manager Representative at AT&TSales Manager Representative at AT&T
MURICEO FELIXMURICEO FELIX
Premier Service Consultant at AT&TPremier Service Consultant at AT&T
Brandon GrissomBrandon Grissom
Wire Technician at AT&TWire Technician at AT&T
Kathy ValladaresKathy Valladares
Associate Director at AT&TAssociate Director at AT&T
Victor RijosVictor Rijos
Industrial Mechanic at Poly-America LPIndustrial Mechanic at Poly-America LP