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Melodee Madison

Personal & Professional Website

 

Office Manager Collection Supervisor with broad background including; billing, collections, training, sales, marketing, and team management.  A self-starter and quick learner with excellent internal and external customer service skills that create a positive and productive business environment.  Versatile employee who has consistently been promoted and given additional responsibilities due to strong work performance.  Able to drive results by leveraging multi-faceted knowledge with effective training and delegation skills. 

KEY STRENGTHS
STAFF DEVELOPMENT   TRAINING DEVELOPMENT & DELIVERY
REDUCING ACCOUNTS DELINQUENCIES   CUSTOMER SERVICE & SUPPORT
CLIENT ACCOUNTS ANALYSIS   STREAMLINING PROCESSES & PROCEDURES

CURRENT POSITION

Lakeland FL - Largest Wine and Spirits Distributor in the United States                    

9 years of progressive experience in Collections, Customer Service, Payment Processing, Payroll, Team Development and Management.

 Collection / Payment Processing Supervisor

  • Supervise and coordinate activities of twelve Collection Agents engaged in the collection of delinquent accounts and ensures all work is performed timely, accurately and efficiently. Reduced man hours by over 30 percent.
  • Review and manage all accounts with Collection Agents and establish productivity objectives and strategies.
  • Review work and monitor phone calls to verify adherence to standard operating procedures, as well as state and federal collections law requirements.
  • Identify and correct problems or errors in the collection system or procedures.
  • Handle escalated calls from Collection Agents and  initiate calls when needed.
  • Control final procedures for bad debt write offs and attempts to bring them out of default status or recommend the accounts to the A/R Manager if deemed uncollectible.
  • Write delinquency letters and notifications and approves forms for use in the collection process.
  • Keep accurate data of all accounts assigned to the Collections Department. Creates analysis and projections of all collection data for daily and monthly reports for the A/R Management staff.
  • Effectively communicates the department’s objectives on a regular basis by motivating and creating a positive work environment to achieve productivity and performance standards.
  • Proficient in MS Office (Word, Excel, and Outlook) and 10 key by touch.
  • Persuasive negotiation skills in matters of payment discrepancies.
PREVIOUS POSITION

Lakeland FL - Second largest Waste Hauler in the United States

11 years of progressive experience within firm of increasing responsibility   

Sales Analyst

Key member of sales department. Organized and developed a productive team of six sales representatives through active support of Sales Manager. Researched and analyzed best service plan for potential clients. Developed and ran queries to track progress of sales team including commissions, retention and month-end reports. Analyzed existing accounts for potential price increases. Addressed and resolved escalated customer service issues.  Submitted bids and built relationships with large national accounts.

·         Increased efficiency for sales team’s 3000 plus client base by creating, implementing and maintaining a retention system.

·         Improved productivity of sales team by managing and tracking sales leads and delegating duties to a team of six reps.

·         Avoided costly errors in the sales closing and post-closing processes by thoroughly analyzing sales contracts for accuracy.

Office Manager - Billing & Collections

Managed a staff of five in main branch office that handled data entry, collections, billing, and customer service. Assisted the Controller with end of month reports. Attended training classes on the software updates.  Interviewed, hired, trained and managed work performance of all new office staff members. Trained drivers and waste handlers on proper paper work. Organized and hosted company events for 300 plus employees as well as City Officials for 9 cities. Ordered supplies for the office. Proofed daily reports. Assisted in price increases. Coordinated with off sight staff to maintain computer and phone systems.

·         Selected by Senior Management to serve as back up manager for two regional offices in Mulberry and Sarasota, Florida.

·         Increased productivity by 25% by developing and implementing training for all new employees.

·         Reduced office expenses by 15% by researching and negotiating prices for merchandise used in the office on a quarterly basis.

Collections Analyst

Ran queries and reviewed delinquent reports to determine best solution in making the accounts current. Mailed letters, faxed past due invoices and made phone calls to delinquent clients. Researched customer’s payments and re-evaluated charges on accounts. Determined when service should cease and account  should be canceled. Negotiated payment arrangements. Trained collections team members.

·         Collected over $3M per month for more than 3000 customers, resulting in a decrease of Daily Sales Outstanding (DSO) by 38 days.

·         Reduced 90 day outstanding amounts from $250K to $0 in less than 12 months.

·         Improved collection efforts 35% by establishing and implementing standardized collection procedures.

Customer Service Representative

Trained new team members. Provided quotes to potential clients, wrote contracts, and entered work orders. Communicated and resolved problems with hostile customers that had service or billing issues. Made follow up phone calls to measure customer satisfaction.

Selected by management to resolve escalated customer calls and train new team members due to expertise in customer service skills.

 

PERSONAL INTERESTS

Lakeland FL - Lakeland has been my home and community for XXXX years.  I am excited to see the growth Lakeland and Polk County is experiencing.  Business opportunities in Lakeland and Polk Co. is well on its way to being the top in Florida.

I am married to a wonderful man who supports and shares my interests.  Together we have four adult children who are on their own and productive citizens.  We have four grand children; three boys and the most recent birth a little girl.

Civic Activities

Foster Children & Family Charities

 

Personal Mission Statement

I firmly believe that each of us need to leave the world better then we found it.  I encourage everyone to get involved in civic service.  Each of us have different interest and talents.  We should search for those interest and talents and put them to work in our community,

EMAIL:  Melodee@MelodeeMadison.com