Terryl Horne
TELADOC INC
Fort Worth,TX
18
years of professional experience
Motivated Collections Professional with over 25 years of experience leveraging expertise and knowledge in collections policy and procedure to consistently meet corporate goals and objectives for a Fortune 500 company. Detail oriented and focused on quality assurance and customer care. Skilled in negotiations for complex contracts for customers in multiple industries. Self-starter with strong work ethic, initiative and critical thinking skills to solve problems with sound judgment. Collaborate as an independent team player with excellent listening, verbal and written communication at all levels and with customers. Prioritize work assignments meeting deadlines while managing competing priorities and a heavy volume of work.
Professional with strong background in accounts management, skilled in managing receivables and collections. Adept at fostering team collaboration and ensuring financial accuracy. Reliable and adaptable, bringing strong negotiation and communication skills to drive results. Highly organized with focus on problem-solving and maintaining positive client relationships.
Work History
ACCOUNT RECEIVABLES COLLECTIONS SPECIALIST
5 Years 5 Months- Reporting to Accounts Receivable Collections Manager, responsible for obtaining outstanding balances while providing excellent customer service internally and externally.
- Identify reasons for delinquency and resolve issues preventing payments within contract terms.
- Focus heavily on collections on assigned accounts that have balances over a certain age.
- Research and respond to internal and external calls/emails in a timely manner.
- Collaborate with internal and external customers to resolve collection issues, determine root causes, and recommend process improvement changes.
- Accurately document each internal/external customer engagement in the business systems according to work process guidelines.
- Meet or exceed productivity standards in the completion of daily and monthly assignments.
- Facilitate and negotiate account resolution.
- Research and log adjustments requests for accounts that require reconciliation activities.
- Partner with the Cash Applications and Billing organizations to resolve missing or unclear payment.
SENIOR COLLECTIONS ACCOUNT REPRESENTATIVE
4 Years- Reporting to collections managers, managed a portfolio of 400+ accounts representing $750K to $10M in revenue; managed print services.
- Maintained accurate, detailed account notes and reviewed aging reports. Prioritized and organized client accounts to meet month-end, individual and organizational targets.
- Processed credit card and direct debit payments, submitted ACH payments, as well as researched and resolved payment discrepancies.
- Built strong relationships and maintained effective communication with internal and external customers; promptly applied appropriate action to resolve issues, discrepancies, and problem accounts.
- Reviewed and identified complex account issues and requirements, researched invoice issues, researched purchase orders and contract pricing, reviewed tax disputes, and worked with internal and external parties to quickly address customer concerns.
- Resolved wing-to-wing (early to late stage) AR balances utilizing timely follow up to organize and address customer concerns resulting in resolution of aged balances.
- Promptly addressed customer service issues for all clients to meet SLA terms; resulted in improved customer relationship and reduction in customer dissatisfaction and aged balances.
GRAPHIC COMMUNICATIONS COLLECTIONS MANAGER
8 Years- Partnered with Xerox sales team and billing organization to support a team of 8 specialized collectors each managing a customer base of 350 to 450 accounts in the printing, publishing and graphic arts industry.
- Resolved issues by interfacing with cross-functional teams of sales representatives and managers, regional controllers and customer service to provide information on accounts and make account recommendations.
- Monitored accounts to ensure good standing, customer satisfaction and repeat business opportunities.
- Referred high-risk accounts to third-party collections agencies and attorneys for further collection efforts.
- Reviewed accounts and recommended exception on credit approval based on payment history, ability to adhere to commitments and business trends.
- Identified risk of a bad debt, based on payment history and payment commitments which could result in potential revenue loss. Referred to third party and attorneys for further collection efforts.
Education
Bachelor - Computer Science and Mathematics
Skills
Green Belt Certified
Contract Verification
Collections
Collections Software Programs & Tools
Purchase Orders
Communication
Decision-making
Negotiations
MS Dynamics/Great Plains
Customer Relationship Management
Customer Service
Time Management
Researching
Microsoft Office (Word
Excel
PowerPoint
Outlook)
Knowledgeable of quality improvement processes
Works well in a team environment and ability to adapt to process changes
ADDITIONAL XEROX EXPERIENCE
- Details available on request
- Administrative Account Specialist
- Customer Care Representative
- Sale Reversals
- Bankruptcies
- Business Failures
Timeline
ACCOUNT RECEIVABLES COLLECTIONS SPECIALIST
TELADOC INC
01.2021 - CurrentRead More
SENIOR COLLECTIONS ACCOUNT REPRESENTATIVE
XEROX CORPORATION
01.2016 - 01.2020Read More
GRAPHIC COMMUNICATIONS COLLECTIONS MANAGER
XEROX CORPORATION
01.2008 - 01.2016Read More
Jackson State University
Bachelor from Computer Science and Mathematics
Read More