Cecilia Pauls
Mesa
Summary
Results-driven professional with a proven track record of delivering high-quality work and achieving company objectives. Recognized for exceptional communication and collaboration skills, fostering teamwork to enhance overall service delivery. Committed to continuous learning and professional growth, ensuring up-to-date knowledge in industry best practices.
Overview
20
20
years of professional experience
Work History
Sr. A/R Relationship Specialist
CVS HEALTH CORPORATION
Phoenix
08.2017 - Current
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Established good customer relations with customer to solve problems, resolve account delinquency and prevent losses.
- Maintained accurate records of conversations with customers.
- Educated customers about terms of contract to foster on-time payments.
- Answered customer questions regarding account discrepancies or problems.
- Provided customer service to resolve issues related to overdue accounts.
- Provided excellent customer service by responding promptly to inquiries and requests for assistance.
- Reviewed and analyzed individual customer situations to recommend payment plans.
- Collected delinquent payments, contacting borrowers by telephone or correspondence to obtain payment.
- Issued refunds to customers as per company policy.
- Protected and preserved confidentiality and integrity of information to comply with HIPAA guidelines and company policies.
- Initiated outbound calls to customers with delinquent accounts.
Credit & Collections Manager
Oxygen Service Company
Saint Paul
09.2005 - 07.2015
- Analyzed customer payment patterns and credit worthiness for effective collections management.
- Developed and implemented collection strategies to reduce delinquent accounts.
- Interacted regularly with internal departments such as sales, accounting and finance for resolution of customer issues.
- Investigated customer disputes, reviewed account histories, and resolved discrepancies in a timely manner.
- Conducted skip tracing activities to locate missing customers or assets.
- Negotiated payment arrangements with customers to ensure timely payments.
- Worked closely with legal counsel to pursue legal action against delinquent customers when necessary.
- Reviewed customer credit applications for accuracy and completeness prior to approval.
- Maintained accurate records of all collection activity including phone calls, emails, letters sent and received.
- Created financial management mechanisms to minimize financial risk to business.
- Developed and implemented financial strategies to maximize profits and reduce costs.
- Worked with cross-functional teams to achieve goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Bachelor of Science - Accounting
Colorado Technical University
Online Chicago, IL03-2026
Skills
- Customer service
- Credit management
- Collections strategy
- Interpersonal communication
- Time management
- Problem solving
- Trust building
- Account management
- Research and due diligence
- Customer relations
- Multitasking
- Team collaboration
- Fact-checking
- Detail-oriented
- Regulatory compliance
- Multitasking Abilities
- Interpersonal skills
- Adaptability and flexibility
- Organizational skills
- Problem-solving aptitude
- Professional demeanor
- Continuous improvement
- Inter-department collaboration
- Training and mentoring
- Active learning
- Collaborative approach
- Microsoft Excel
Timeline
Sr. A/R Relationship Specialist
CVS HEALTH CORPORATION
08.2017 - Current
Credit & Collections Manager
Oxygen Service Company
09.2005 - 07.2015
Bachelor of Science - Accounting
Colorado Technical University
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