Collections teams relied heavily on email automation to drive customer payment, but engagement rates were low, and follow-up intent was difficult to track. Through analysis of outreach data and qualitative insights, it became clear that the existing model lacked the personal interaction needed for high-impact receivables work.
I reframed collections as a proactive engagement function, not just a back-office task. The strategy shifted focus to structured phone outreach supported by guided scripts, defined customer segmentation, and a feedback-rich performance model. This approach aimed to simultaneously improve both cash flow and customer relationships.
Early rollouts were monitored through engagement and resolution metrics. Scripts and call flows were iterated based on customer response data. QA routines were refined continuously to ensure consistency and alignment across teams.
Here’s a selection of projects that showcase my ability to design strategic, business-driven solutions, solve complex operational challenges, and lead transformation. Each project highlights a different aspect of my expertise in driving efficiency, scalability, and measurable impact.
AI works best when it adapts to your unique needs. Every process has its own challenges — and with the right strategy, we can boost efficiency, unlock insights, and drive sustainable growth. I’ll help you shape AI solutions that simplify complexity and turn technology into a real strategic advantage.
