Susanne Matthews

Incorporate 20+ years of management experience within the finance, credit and collections, customer service, sales, and higher education industries to execute outstanding results through directing, leading, and building highly effective teams, along with integrating effective strategies to promote cost savings, increase productivity, and to eliminate inefficiencies

Career Break – Caregiving
May 2024 – Nov 2024
Provided full-time care for aging parent, managing daily activities, medication, appointments, meal prep, and coordination with healthcare providers.

Griffith Energy Services, Inc. – Credit and Collections Manager
Oct 2022 – May 2024 | Columbia, MD (Hybrid)

• Managed a call center team of ten handling credit/collections for three divisions across five locations.
• Resolved escalated customer complaints and Attorney General/BBB cases.
• Oversaw a 1,000+ account portfolio, improving collection rates and reducing bad debt.
• Maintained strong client relationships, particularly with top one hundred clients, reducing DSO.
• Approved fuel deliveries and agency placements for accounts up to $1M.
• Enhanced internal Energy Assistance Program processes across multiple states.
• Provided executive reports on delinquent accounts to drive strategic decisions.

Adtalem Global Education – Sr. Manager, Bursar Operations
Jul 2010 – Oct 2022 | Columbia, MD (Hybrid)

• Led a 25-member financial account management team.
• Drove enrollment and retention through outbound calling campaigns.
• Oversaw international billing/collections operations in Poland and for four online schools.
• Developed new hire training and leadership resources.
• Contributed to budgeting, bad debt forecasting, and recovery strategy development.
• Proficient in Banner, PowerFaids, Office 365, and Salesforce.

Sallie Mae – Unit Collections Manager
Nov 2009 – Jul 2010 | Newark, DE

• Managed fifteen reps handling private/government loan collections and deferment processing.
• Promoted monthly to lead progressively delinquent portfolios, including charge-off.
• Consistently exceeded performance targets.

JPMorgan Chase – Team Manager
Apr 2009 – Nov 2009 | Frederick, MD

• Supervised thirty agents in Specialty Collections; team consistently met performance goals.

HSBC (formerly Metris Companies) – Senior Manager / VP
Sep 1999 – Aug 2008 | White Marsh, MD

• Led call center teams of 250+, including collections, skip tracing, and clerical units.
• Directed auto-dialer optimization, training initiatives, and leadership coaching programs.
• Recognized for top national roll rate performance and training excellence.

Metris Companies – Supervisor
Jan 1997 – Sep 1999 | White Marsh, MD

• Supported site startup and led new hire training.
• Managed collection unit operations, quality monitoring, and delinquency reduction.

Chevy Chase Bank (Capital One) – Collections Supervisor
Sep 1992 – Jan 1997

• Supervised up to twenty collectors, delivered coaching and training materials, and ensured compliance.

EDUCATION

Hagerstown Community College                                                                                                                                                                               1986-1988

Towson State University                                                                                                                                                                                                           1989-1990

Walden University – Communications Major                                                                                                                                                  2020-In progress