I handle the inquiries and issues that come into the support desk on a daily basis. I am also involved in sales, onboarding, portal builds and customer outreach as well.

I bring over 15 years of experience in the collections industry. When the COVID-19 pandemic emerged, I took the opportunity to expand my expertise by exploring the IT aspects of the receivables industry. During this time, I pursued relevant coursework to deepen my knowledge, ultimately leading to my current position as a Client Support Specialist.

One of the most exciting trends in the receivables industry is the use of artificial intelligence (AI) and machine learning (ML). These technologies help predict customer payment behaviors, automate processes, and improve decision-making. For example, AI can identify high-risk accounts and recommend the best collection strategies, while chatbots provide quick, 24/7 customer support.

Another key development is blockchain technology, which improves security and transparency in transactions. It helps reduce disputes and speeds up payment processing.

Overall, these technologies are making receivables management faster, more accurate, and more focused on creating better customer experiences.

I hope the receivables industry continues to grow in ways that make it more efficient, transparent, and customer-focused. I’d love to see advanced technologies like AI, machine learning, and blockchain become standard tools, helping businesses work smarter, reduce errors, and make better decisions.

Personally, I’m passionate about creating a more positive experience for customers in this space. I believe there’s a real opportunity to move away from outdated approaches and build more empathetic, personalized solutions that strengthen relationships and improve outcomes for everyone.

For me, it’s about making the industry not just about numbers but also about trust, innovation, and sustainability—creating a system that works well for businesses and customers alike.

The biggest challenge in the receivables industry right now is finding the right balance between efficiency and maintaining good customer relationships. Companies want to collect payments faster, but it’s important to do so in a way that feels fair and empathetic to customers.

Another challenge is keeping up with new technologies and changing regulations. Many businesses struggle to adopt tools like AI while ensuring they meet privacy and security rules.
To tackle these issues, the industry can:
1. Use technology wisely to make processes smoother without losing the human touch.
2. Focus on training teams to handle collections with empathy and understanding.
3. Stay on top of regulatory changes to stay compliant and build trust.
4. Work together to share ideas and best practices.

By addressing these challenges, the industry can grow while creating better outcomes for both businesses and customers.

My favorite part of working at Concepts2Code is the constant opportunity to learn and grow every day. I enjoy collaborating with the site architect on a variety of projects, which keeps the work dynamic engaging. I also appreciate our strong commitment to supporting our customers and ensuring their success—it’s rewarding to be part of a team that truly cares about making a difference. Also, having a great team is a plus!

For someone just starting out in the receivables management industry, here are a few key pieces of advice

1. Learn the Basics: Take time to understand the core principles of the industry, such as billing cycles, compliance regulations, and effective communication techniques. A solid foundation will set you up for long-term success.

2. Embrace Technology: The industry is becoming increasingly tech-driven. Familiarize yourself with tools like customer relationship management (CRM) software, data analytics platforms, and automation tools to stay ahead.

3. Focus on Communication: Building rapport and maintaining empathy are essential skills. Customers respond better to respectful and understanding interactions, which can lead to better outcomes for everyone.

4. Stay Adaptable: The industry evolves constantly, whether through new technologies, changing regulations, or shifting customer expectations. Be open to learning and adapting as needed.

5. Build Relationships: Whether it’s with your team, customers, or industry peers, strong relationships can open doors to new opportunities and foster a more collaborative work environment.

6. Understand the Bigger Picture: Keep in mind how your role impacts the overall business and customer experience. This perspective can help you contribute meaningfully and grow Professionally. 

With patience, a willingness to learn, and a focus on customer care, you’ll be well-prepared to thrive in the industry.

One quote that motivates me is:

“The only way to do great work is to love what you do.” – Steve Jobs

This philosophy reminds me that passion and dedication are key to success. When you genuinely care about what you’re doing, it drives you to put in your best effort, overcome challenges, and continuously improve. It encourages me to stay connected to my work and always seek out ways to grow and contribute meaningfully.

The best piece of advice I’ve ever received is, “You can’t control others, but you can control how you respond to them.” This has had a significant impact on how I approach both my work and personal life. It taught me the importance of focusing on what I can control—my reactions, mindset, and decisions—rather than stressing over things outside of my influence. This mindset helps me stay calm and focused in challenging situations, improves my problem-solving, and fosters healthier relationships with both colleagues and customers. It has empowered me to stay grounded and take proactive steps, even when external factors are unpredictable.

I’m incredibly proud of my children and feel fortunate to witness them growing into such amazing young adults every day. I continually strive to improve myself so that I can be a positive role model for them.

I stay informed and continue to grow professionally by attending webinars and industry conventions, where I can learn from experts and stay up to date with the latest trends. I also focus on building and expanding my network, using these opportunities to create new connections that can offer valuable insights. Additionally, I regularly read articles and research to deepen my understanding and keep my skills sharp in an ever-evolving industry.

I wanted to be a pilot.

The best thing about my home office setup is the flexibility and comfort it provides. I can create an environment that works for me, whether it’s adjusting the lighting, temperature, or arranging my workspace to stay organized and focused. Working from home also allows me to manage my time better, which helps with balancing work and personal life, and gives me the opportunity to be more productive in a space that feels comfortable and motivating. I do enjoy going into the office from time to time, just to keep that team spirit alive!!

I like to shop, garden and just hang out with friends and family. I am getting chickens this spring to add to my hobbies and I am very excited about that!

I have a 6 year old Shorkie Maltese named Milo Ray Gruff. He is 20 pounds of character and loves that his mom gets to work from home :)

A fun fact is that I do not like talking in front of a group of people. I may appear to be a social butterfly but deep down I would rather be on my couch with my pjs on.

I hope to complete my degree in Cybersecurity, which I’m currently working on. When I first attended college right after high school, it wasn’t the right time for me. Now, later in life, pursuing this degree has become something very important to me.