Collections And Credit Manager

Taylor Anderson
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234


Collections & Credit Manager

· With more than 16 years experience working with business and consumer accounts.
· Proven track record reducing delinquencies and bad debt, maximizing recovery, improving quality assurance, hiring better qualified candidates, improving training and staff development, increasing morale, and decreasing turnover.
· Strategic thinker who has successfully managed several startup operations and served as a turnaround expert to improve productivity.
· Computer skills include Microsoft Office (Word, Excel, PowerPoint, Outlook) Microsoft Project, Siebel, Genesis.

Areas of Expertise:

· Recruiting and Hiring Staff
· Training and Staff Development
· Motivating through Incentives / Contests
· Scheduling Staff
· Performance Evaluations
· Determining Deposits Based on Credit
· Evaluating Out of Territory Customers
· Evaluating New Account Credit Risks
· Managing Approval Activities
· Approving All Exceptions
· Real Time Credit Scoring
· Quality Control
· Call Monitoring
· Monthly and Quarterly Forecasting
· Budgeting and Controlling Expenses


RELIANT ENERGY – Houston, Texas
2001 to 2004
Collections Manager (2003 to 2004)
Promoted to manage outbound and inbound collections for a business services center with 1.6 million accounts and $250 million in business and consumer receivables. Supervised 4 supervisors and 65 representatives. Managed relationships with two primary collection agencies, while developing a third. Reported to the vice president of credit and collections. Communicated with managers in sales and marketing, billing, legal, regulatory, and customer service call centers.
· Improved efficiency and productivity by developing and implementing a collection training program.

Credit Manager of Business Services (2001 to 2003)
Participated on a team that established business services credit and collections department to transition company in response to deregulation in Texas. Managed $85 million in receivables in business services credit and collections.
· Hired 50 to 60 employees and handled conversion of staff from Houston Lighting & Power (HL&P).
· Personally brought 15 to 20 qualified employees over from Cingular Wireless who had predictive dialer experience and higher skills levels.
· Worked with vice president of credit to write and implement credit and collection policies for business services in accordance with company’s objectives and PUC guidelines and regulations.
· Brought delinquency down from 30% to 40% to 5% when converting over from HL&P.
· Implemented a quality assurance program with voice and data monitoring scoring to recognize strengths and areas for improvement (system required supervisor to monitor 5 to 10 calls a week per representative).

1992 to 2001
Manager of Collection Services (1997 to 2001)
Coordinated and directed all collection operations, meeting bad debt expense and recovery. Reported to the director of collection services.
· Grew area from 10 collectors to 60 to handle an increase from $20 million to $80 million in receivables and 200,000 to over 700,000 customers.
· Implemented usage of a predictive dialer system.
· Improved cash flow to collections and reduced bad debt by implementing a new collections system to monitor receivables.
· Completed every month at $1 million to $1.5 million under budget for bad debt, under 2% of all receivables.
· Lowered bad debt expense by millions of dollar by implementing a fraud detection system, which allowed monitoring of real time usage and unusual patterns in usage.
· Decreased turnover significantly.

Collection Services Supervisor (1992 to 1997)
Managed $50 million in annual collections and supervised 22 collectors responsible for canceled accounts no longer active yet prior to turnover to outside collection agencies.
· Averaged 17% for outside recovery, which was 130% of goal.
· Achieved as high as 104% of plan for collection of prior month’s billing.
· Served as system administrator for Digital’s Mosaix Predictive Dialing System.

CITICORP NATIONAL SERVICES, INC. – Houston and Dallas, Texas
1988 to 1991
Collection Supervisor – Indirect Automobile Division
Managed all collection activities from 15,000 accounts with an $85 million net balance. Supervised 8 collectors and administrative support staff.
· Hired originally as a supervisor in the Dallas office and moved to Houston when company relocated.
· Reduced average daily delinquency from 13% down to 6% in 3 months after Citicorp inherited new accounts from Citbank-Florida.
· Decreased repossession rate from 6% to less than 3%.


Collection Supervisor / New Accounts Manager / Authorization Supervisor


Bachelor of Science in Social Work

· Xcellence: Critical Skills in Supervision
· Bill Arnold Collections
· Focused Interviewing
· Business Ethics
· Kepner Tregoe Project Manager
· NACM Credit / Collections Professional’s Training
· Dun & Bradstreet Business Collections
· Excel / Windows / Word / Microsoft Project

Sandy Hild - TheResumeDoctor@aol.com - http://www.theresumedoctor.com