Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Employee of the Year 2005-2006
Generic

Darlene Reeder

Werrington County,NSW

Summary

Dynamic Collections Manager with a proven track record at Suttons Motor Finance, excelling in debt negotiations and relationship building. Enhanced recovery rates through strategic account management and effective communication. Recognized for problem-solving abilities and attention to detail, driving operational efficiency and customer satisfaction in challenging environments.

Experienced with managing complex commercial transactions and client portfolios. Utilizes strong negotiation and relationship-building skills to drive business success. Track record of effective communication, adaptability, and strategic market analysis.

Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Commercial Agent

Self Employed Services
07.2006 - Current
  • Performed other duties to support goals and objectives of relationship management teams.
  • Researched industry-specific information from outside sources.
  • Structured and presented business cases for credit recommendation.
  • Built and maintained relationships with associates, customers and vendors.
  • Facilitated smooth transaction processes by liaising between parties involved, ensuring all documentation was completed accurately and promptly submitted for approval.
  • Enhanced client satisfaction by providing excellent customer service and addressing their needs effectively.
  • Developed long-lasting relationships with clients, fostering trust and loyalty for repeat business.
  • Improved client satisfaction by promptly locating and recovering collateral assets.
  • Maintained client trust by providing timely updates on the status of their accounts and recoveries.
  • Increased efficiency by collaborating with law enforcement agencies when necessary for peaceful asset recovery.
  • Built positive relationships with clients, resulting in repeat business for the company.
  • Maximized chances of successful vehicle recoveries through diligent skip tracing efforts to locate hard-to-find debtors or collateral assets efficiently.
  • Minimized conflict situations by employing de-escalation techniques during confrontations with debtors.
  • Upheld discretion in handling sensitive information related to clients'' financial matters throughout the repossession process.
  • Mitigated legal risks by staying up-to-date on changes in state laws governing repossessions and collections activities.
  • Streamlined operations by maintaining accurate records of repossessions, inventory, and transport logs.
  • Ensured safety compliance by adhering to local laws and regulations during repossessions.
  • Ensured accurate invoicing for services rendered, leading to prompt payment from clients and reduced outstanding debts for the company.
  • Contributed to a high rate of successful asset recovery while minimizing damage claims from both clients and debtors alike through careful handling procedures during repossessions.
  • Established credibility as a professional repossession agent by earning certifications from reputable industry organizations.
  • Protected company interests by conducting thorough investigations into potential fraud cases involving clients or debtors.
  • Safeguarded company assets and property by ensuring proper storage and security measures for repossessed vehicles in designated facilities.
  • Listened to customers and negotiated solutions that met creditor and debtor needs.
  • Responded to customer inquiries and provided detailed account information.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Prepared and submitted legal documents to initiate court proceedings.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Processed debtor payments and updated accounts to reflect new balance.
  • 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.
  • Enhanced team performance through regular training, coaching, and feedback sessions.
  • Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
  • Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
  • Established procedures for collection of past due amounts.
  • Contacted customers to discuss late payments and options for remitting amounts due.
  • Worked with legal resources and recovery teams to manage default issues.
  • Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
  • Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
  • Reduced delinquency rates with proactive account monitoring and timely communication.
  • Established strong relationships with customers, fostering open communication channels for effective debt resolution.
  • Supervised staff of collectors, monitoring phone calls and letters.
  • Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
  • Generated and mailed updated statements monthly and processed demand letters.
  • Successfully implemented new technologies and process automations to encourage continuous improvement.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
  • Contacted clients with past-due payments and actively monitored payments due from clients.
  • Maintained compliance with federal, state, and local regulations governing debt collections practices.
  • Streamlined collections procedures for increased productivity and reduced manual efforts.
  • Conducted investigations of customer accounts and payment histories.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • Counseled debtors on payment options and arranged installment agreements.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
  • Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.

Collections Manager

Suttons Motor Finance
06.2006 - 09.2009
  • Increased recoveries by negotiating favorable repayment terms for clients and customers.
  • Adhered to established guidelines to increase profits and collect supplier payments.
  • Monitored industry trends and best practices to continuously improve collections operations.
  • Accessed credit records to evaluate customer credit histories.
  • Set up and updated customer accounts and CRM with interactions, payments and personal information.
  • Collaborated with cross-functional teams to address customer disputes and resolve billing issues promptly.
  • Coordinated legal actions when necessary, working closely with attorneys to ensure proper documentation and representation.
  • Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
  • Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
  • Identified and discussed with management opportunities for improvements to procedures and internal controls.
  • Monitored accounts receivable aging and worked with various areas to address business needs.
  • Complied with established internal controls and policies.
  • Reviewed, researched, and corrected discrepancies and customer concerns.
  • Improved overall collections efficiency by implementing strategic collection plans and processes.
  • Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
  • Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
  • Established procedures for collection of past due amounts.
  • Contacted customers to discuss late payments and options for remitting amounts due.
  • Worked with legal resources and recovery teams to manage default issues.
  • Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
  • Reduced delinquency rates with proactive account monitoring and timely communication.
  • Supervised staff of collectors, monitoring phone calls and letters.
  • Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
  • Generated and mailed updated statements monthly and processed demand letters.
  • Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
  • Maintained compliance with federal, state, and local regulations governing debt collections practices.
  • Conducted investigations of customer accounts and payment histories.

Accounts Payable Clerk

Penrith City Automotive
09.2004 - 06.2006
  • Reviewed vendor invoices for appropriate documentation and validity prior to payment.
  • Prepared vendor invoices and processed incoming payments.
  • Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
  • Maintained good working relationships with vendors and resolved disputes.
  • Collaborated with other departments to resolve discrepancies in invoices or purchase orders, promoting smooth business operations.
  • Improved vendor relationships through diligent communication and prompt issue resolution.
  • Streamlined invoice processing by implementing efficient filing and tracking systems.
  • Maintained accurate financial records by regularly reconciling accounts payable transactions.
  • Fostered positive vendor relations, served as primary contact for vendor inquiries and concerns.
  • Checked items received against items ordered by verifying receipts.
  • Maintained complete documentation and records of all purchasing activities.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Answered central telephone system and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Maintained confidentiality of information regarding clients and company.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Enhanced visitor experience by providing detailed information and assistance as needed.
  • Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
  • Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Followed up with existing customers to provide additional support and address concerns.

Collections Officer

St George Bank Limited
1997 - 1999

Collections Officer

AGC Finance
1987 - 1990

Education

V098 Certificate of Compliance

Bee Box
05-2025

V097 Certificate of Compliance

BeeBox
05-2024

V098R Certificate of Compliance

Bee Box
05-2024

V096 Certificate of Compliance

Bee Box
05-2023

V095 Certificate of Compliance

Bee Box
06-2022

V093 Compliance Cert

Bee Box
02-2020

V092 Certificate of Compliance

Bee Box
03-2019

V091 Compliance Certificate

Bee Box
01-2018

V88 2013-2014 Compliance Certificate

Beebox Training
08-2013

No Degree - Certificate III (Financial Services Merc Agents

Blacktown TAFE
12-2010

Skills

  • Collection of overdue accounts
  • Repossession of Assets
  • Skip Tracing to locate customers
  • Serve Legal documents
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Mortgage Collections
  • Legal Mortgage Collections
  • Litigation Unsecured Loans
  • Personal Loans Collections
  • 60 days plus collections
  • 90 days plus collections
  • 180 days plus collections
  • Recoveries
  • Credit Card Collections
  • Credit Card Frauds
  • Reliability
  • Excellent communication
  • Customer satisfaction
  • Organizational skills
  • Team collaboration
  • Effective communication
  • Adaptability and flexibility
  • Decision-making
  • Cash handling
  • Customer engagement
  • Relationship building
  • Team building
  • Product knowledge
  • Task prioritization
  • Self motivation
  • Interpersonal skills
  • Analytical thinking
  • Conflict resolution
  • Professionalism
  • Interpersonal communication
  • Written communication
  • Pricing strategy
  • Account management
  • Dispute Resolution
  • Customer Relationship Management
  • Debt Negotiations
  • Legal correspondence
  • Assertiveness
  • Strong ethics
  • Database searching
  • Database researching
  • Legal document editing
  • Summonses delivery
  • Court paper serving
  • Legal regulations
  • Court ordered summons delivery
  • Teamwork and collaboration
  • Active listening
  • Verbal and written communication
  • Professional communication
  • File organization
  • Legal document processing
  • Document filing
  • Document preparation
  • Settlement negotiation
  • Communication with other Agents
  • Following up other agents on outstanding jobs

Accomplishments

  • Supervised team of 6 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Triple P Certificate
  • Runner Up Employee of the Month October 2004 (100 Employees)
  • Runner Up Employee of the Month November 2005 (100 Employees)
  • Employee of the Month April 2006
  • Employee of the Month June 2006
  • Employee of the Year 2005-2006
  • Allianz Certificate of Completion Tier 2 General Knowledge Assessment
  • Allianz Certificate of Completion Tier 2 General Insurance Knowledge Assessment
  • Statement of Attainment Develop Work Priorities (BSBCMN402A)
  • Statement of Attainment Develop Teams & Individuals (BSBCMN404A)
  • Completion Certificate LMA Effective Personal Productivity

Certification

  • Licensed Commercial Agent - 17/9/2028
  • LMA Personal Development Productivity
  • LMA Develop Work Priorities
  • LMA Develop Teams and Individuals
  • Internal Staff Training Collections Department St George Bank

Timeline

Commercial Agent

Self Employed Services
07.2006 - Current

Collections Manager

Suttons Motor Finance
06.2006 - 09.2009

Accounts Payable Clerk

Penrith City Automotive
09.2004 - 06.2006

Collections Officer

St George Bank Limited
1997 - 1999

Collections Officer

AGC Finance
1987 - 1990

V098 Certificate of Compliance

Bee Box

V097 Certificate of Compliance

BeeBox

V098R Certificate of Compliance

Bee Box

V096 Certificate of Compliance

Bee Box

V095 Certificate of Compliance

Bee Box

V093 Compliance Cert

Bee Box

V092 Certificate of Compliance

Bee Box

V091 Compliance Certificate

Bee Box

V88 2013-2014 Compliance Certificate

Beebox Training

No Degree - Certificate III (Financial Services Merc Agents

Blacktown TAFE

Employee of the Year 2005-2006

I assisted various departments when needed and always looking for more work.  I am proactive and professional.  I assisted the Used Cars Department, Service Department, Registration Department, Finance Department, Reception and After market.  I assisted with Weekend sales.  My main role was purchasing the vehicles, paying out vehicles, refunding customers deposits, Accounts payable.

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Darlene Reeder