Open to opportunities

Scott Bohn

@scottbohn

Senior collections and customer service leader specializing in account resolution, compliance, and performance coaching.

United States

Message

What I'm looking for

I’m looking for a collections-focused role where I can lead high-accountability teams, ensure compliance, and drive account resolution through coaching, strong customer communication, and continuous process improvement that improves performance and customer outcomes.

I’m a results-driven collections and customer service professional with 20+ years of experience managing delinquent commercial and residential accounts. I focus on resolving past-due balances through extensive customer outreach, negotiating payment arrangements, and investigating collection disputes with detailed research and cross-functional communication.

I’ve also led high-performing teams in fast-paced call center environments, supervising and coaching 12–16 credit counselors while monitoring call quality, collection effectiveness, and KPIs. I bring strong expertise in collections compliance, account management, performance coaching, customer retention, and process improvement—using tools like Microsoft Office, SharePoint, Avaya, NICE, and workforce management systems to drive consistent outcomes.

Experience

Work history, roles, and key accomplishments

Current

Senior Collections Representative

Current

Waste Management

Jan 2013 - Present (13 years 5 months)

Managed collections for delinquent commercial and residential accounts, researching histories to resolve past-due balances through phone and email outreach. Negotiated payment arrangements, ensured plan compliance, resolved collection disputes, and performed service termination activities while maintaining accurate collection records.

Dispute Resolution Record Management Payment Arrangement Customer Outreach

Credit Counselor Supervisor

Take Charge America

Jun 2003 - Mar 2012 (8 years 9 months)

Supervised and coached a team of 12–16 credit counselors in a high-volume call center, providing training, support, and performance feedback. Monitored call quality and KPIs, handled corrective actions, managed workforce scheduling/attendance, and partnered with management and HR to support operational goals.

Call Center Operations KPIs Performance Management Workforce Scheduling Quality Assurance Workforce Planning

Critical Accounts Manager

Credit Counselors of America

Sep 2001 - Jun 2003 (1 year 9 months)

Managed a portfolio of approximately 250 client accounts, educating clients on credit counseling programs and financial solutions. Ensured compliance with program guidelines and timelines while monitoring account progress and providing ongoing support throughout the counseling process.

Account Management Client Education Program Compliance Portfolio Management Progress Monitoring client support

Customer Service Representative

American Express

Jun 2000 - Sep 2001 (1 year 3 months)

Resolved customer inquiries related to billing, account services, and financial concerns in a fast-paced, multi-tasking environment. Assessed customer financial needs and provided appropriate account solutions with high-quality service.

Customer Service Billing Support Account Services Customer Support