Open to opportunities

otis a Smith 3

@otisasmith3

Message

Dedicated collections analyst focused on enhancing customer experience.

United States

Message

What I'm looking for

I am seeking a proactive role that challenges me and enhances customer experiences while fostering inter-departmental collaboration.

With over a decade of experience in credit and collections, I have honed my skills in managing accounts receivables and ensuring customer satisfaction. My journey began at Angelica Corporation, where I effectively managed a portfolio of over 1,500 accounts, consistently reducing outstanding receivables through strategic communication and negotiation with accounts payable and department heads.

At Autotrader, I excelled as a Credit & Collections professional, driving down 90-day and 120-day past due accounts to impressive rates of 0.70% and 0.47%, respectively. My commitment to quality was recognized with multiple Quality Focus Awards, and I actively contributed to improving customer interactions by evaluating and scoring credit and collection calls. I thrive in collaborative environments, working closely with sales and leadership to enhance processes and deliver exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Credit & Collections

Current

Autotrader

Sep 2013 - Present (11 years 9 months)

Managed collections for a specific region, handling accounts 60, 90, and 120+ days past due. Conducted account reconciliations, re-applied payments, and collaborated with sales to resolve billing issues, significantly reducing 90-day and 120-day past due accounts.

Account Reconciliation Payment Processing Debt Collection Financial Reporting Customer Service Microsoft Office SAP Oracle

Current

Intern Quality Analyst

Current

Autotrader

Sep 2013 - Present (11 years 9 months)

Evaluated and scored customer phone calls for Credit & Collection interactions, identifying opportunities for improved customer experience. Conducted case evaluations to ensure accounts were handled correctly and promptly.

Quality Assurance Data Analysis Customer Experience Process Improvement Communication Reporting Microsoft Excel

Accounts Receivable

Discovery Health

Jun 2010 - Sep 2013 (3 years 3 months)

Collected assigned accounts receivables related to copied medical records, documenting daily activities and placing accounts on hold. Managed dollar amounts averaging $20 to $2000, communicating with various stakeholders to resolve outstanding balances.

Accounts Receivable Debt Collection Account Reconciliation Financial Reporting Medical Billing Data Entry Microsoft Office

Collections Analyst

Angelica Corporation

Jun 2007 - Sep 2009 (2 years 3 months)

Documented daily collection activities for the LA Market, managing a portfolio of over 1500 accounts. Conducted account reconciliations and communicated with accounts payable and department heads to collect outstanding receivables, reducing accounts receivables through payment plans and credits.

Account Reconciliation Portfolio Management Financial Reporting Debt Collection Data Entry Microsoft Excel