Doran Iosefa
Mount Druitt,NSW
Overview
19
19
years of professional experience
Summary
Accomplished Credit Collections Representative with a proven track record in debt recovery and customer service. Adept at developing effective collection strategies and enhancing cash flow through strong negotiation and problem-solving skills.
Work History
Credit Collections Representative
BOC Gases
North Ryde, NSW
02.2011 - Current
- Managed collection outreach efforts, ensuring timely follow-up on overdue accounts.
- Developed and maintained relationships with clients to facilitate prompt payment resolution.
- Analyzed customer accounts for discrepancies, identifying opportunities for improved collection strategies.
- Collaborated with cross-functional teams to enhance reporting processes and streamline collections workflow.
- Mentored junior representatives, providing guidance on best practices in credit collections techniques.
- Implemented process improvements that reduced outstanding receivables and enhanced cash flow management.
- Trained staff on compliance regulations and credit policies, promoting adherence across the team.
- Contributed to company growth by maintaining a healthy cash flow through consistent debt recovery efforts.
- Maintained accurate records of customer communications, payments, and account status for optimal reporting and analysis purposes.
- Promoted a positive customer experience during the collections process, leading to increased client retention rates.
- Collaborated with the sales team to address potential credit risks proactively and protect revenue streams.
- Reduced delinquent accounts by creating customized repayment plans tailored to individual client needs.
- Demonstrated strong problem-solving skills by effectively resolving complex customer issues related to billing disputes and account discrepancies, leading to improved customer satisfaction levels and reduced resolution times.
- Improved customer payment rates by developing and implementing effective collection strategies.
- Managed a diverse portfolio of accounts effectively, prioritizing high-risk cases for targeted intervention strategies while maintaining overall performance standards.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Identified and contacted customers with overdue accounts to address payment status.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Collaborated with other departments to verify customer compliance with payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Established relationships with customers to encourage payment of delinquent accounts.
- Worked with a customer to create debt repayment plan based on current financial condition.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Generated and distributed monthly customer statements.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Collections Officer
Baycorp
Parramatta, NSW
01.2008 - 08.2009
- Managed collections processes, ensuring compliance with industry regulations and company policies.
- Developed effective communication strategies to negotiate payment arrangements with clients.
- Analyzed customer accounts to identify patterns and recommend tailored solutions for debt recovery.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met the demands of a busy and productive group.
- Negotiated to collect the balance in full.
- Worked in a call center environment handling manual and automatically dialed outbound calls.
- 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.
Office Administrator
Coates Hire
Mascot
10.2008 - 07.2009
- Collaborated with cross-functional teams to address customer concerns and enhance service delivery quality.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Managed high-volume collections calls to negotiate payment arrangements and resolve account discrepancies.
Education
Bidwill College Chifley Campus
Sydney, NSW01-2004
Skills
- Goal oriented
- Debt recovery
- Data entry proficiency
- Credit analysis
- Skip tracing
- Payment arrangements
- Patience and persistence
- Call center experience
- Stress tolerance
- Negotiation
- Issue investigation
- SAP & Salesforce software
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Critical thinking
- Multitasking Abilities
- Ledger management
Timeline
Credit Collections Representative
BOC Gases
02.2011 - Current
Office Administrator
Coates Hire
10.2008 - 07.2009
Collections Officer
Baycorp
01.2008 - 08.2009
Bidwill College Chifley Campus