RICHELLE PAPIN
Hamilton,ON
Summary
Detail-oriented Collections Officer with strong analytical skills and a focus on customer satisfaction. Experienced in negotiating debt resolutions and analyzing account data to drive recovery strategies. Ready to leverage expertise to enhance collection processes and team performance.
Overview
44
44
years of professional experience
1
1
Certification
Work History
Collections Officer
CRA
11.2001 - 05.2024
- Negotiated payment arrangements to resolve outstanding accounts, enhancing customer satisfaction.
- Utilized CRM systems to track collections progress and maintain accurate account records.
- Assisted in developing training materials for new team members, improving onboarding efficiency.
- Analyzed account data to identify trends and recommend strategies for debt recovery improvement.
- Mentored junior agents on effective negotiation techniques, fostering team development and performance.
- Implemented process improvements that increased collection rates and reduced delinquency periods.
- Conducted regular audits of collection practices to ensure compliance with regulatory standards.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Library Technician
Peel District School Board
11.1999 - 11.2001
- Cataloged and organized library materials to enhance accessibility and efficiency.
- Assisted students and staff in locating resources, fostering a supportive learning environment.
- Maintained accurate inventory records using library management software for streamlined operations.
- Developed and implemented user-friendly systems for resource circulation and tracking.
- Trained new staff on library procedures and technology to ensure consistent service delivery.
- Collaborated with educators to integrate library resources into curriculum planning and instruction.
- Managed circulation desk operations, ensuring efficient check-in and check-out processes.
Customer Service Representative
MetroLinks
08.1980 - 11.1997
- Provided exceptional customer support through effective communication and problem-solving skills.
- Resolved inquiries and concerns promptly, enhancing customer satisfaction and loyalty.
- Collaborated with team members to streamline processes for improved service delivery.
- Trained new staff on company policies, procedures, and customer service standards.
- Implemented feedback mechanisms to capture customer insights for service improvement.
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Managed customer accounts using MetroLinks proprietary software to enhance service delivery.
- Trained new team members on company policies and customer service best practices.
- Collaborated with cross-functional teams to streamline processes and improve response times.
Education
Bachelor of Arts - English And Sociology
University of Toronto, Mississauga
Mississauga, ONAssociate of Arts - Library Sciences
Sheridan College Institute of Technology And Advanced Learning
Oakville06.1999
Skills
- Payment arrangement
- Skip tracing
- Collections processing
- Account management
- Debt negotiation
- Delinquent account management
- Credit adjustments
Languages
English
Full Professional
Certification
- Life Insurance License - completed March 6, 2026
Timeline
Collections Officer
CRA
11.2001 - 05.2024
Library Technician
Peel District School Board
11.1999 - 11.2001
Customer Service Representative
MetroLinks
08.1980 - 11.1997
Bachelor of Arts - English And Sociology
University of Toronto, Mississauga
Associate of Arts - Library Sciences
Sheridan College Institute of Technology And Advanced Learning