Experience

Face2Face Contact Limited

• Financial Services
• 1 - 100 Employee

• Operational Performance Manager

  • May 2013 - Present

  • Leading and managing three teams within the operational area of the business • Co-ordinate and monitor activities of all team members to ensure all tasks are carried out and completed in conjunction with department and Client requirements • Lead the team and contribute to make certain all Client/Supplier SLA's and KPI's are achieved • Monitor quality of the work output from the team with a view to continually improving processes • Ensure that all staff are performing to their optimal capability • Provide first line management to team members, which includes performance reviews, holiday management, sickness management and conducting all necessary disciplinary procedures • Recruiting all employees across the Operational area • Dealing with, and responding to, any escalation items within the department. Offering any guidance and support as necessary • Providing information and MI as and when required • Liaise with internal and external management within the company on a regular basis • Attend, and have input in to internal and Client meetings • To comply with the company’s Quality Policy by following all QMS procedures and related work instructions • To co-operate in the operation of the company’s health, safety and environmental management systems



Apex Credit Management

• Operations Support Team Manager

  • Aug 2012 - May 2013

  • Ensure team performance targets are exceeded individually and collectively through effective performance management consistent with the objectives of the business, whilst ensuring quality and compliance with regulatory and procedural standards• Responsible for the performance of the team to meet and/or exceed goals as set and within agreed SLA’s• Undertake monthly performance reviews by evaluating job performance and training needs• Provide regular feedback by monitoring and reporting on team performance• Responsible for collaboratively and proactively seeking ways to improve processes/procedures creating a culture of positive change • Assist with disciplinary investigations, recruitment, induction and ongoing training, identifying needs and finding solutions for development opportunities

• External Liaison Team Leader

  • Nov 2011 - Aug 2012

  • Supporting the External Liaison Manager in leading the External Liaison team functions within the business • Responsible for focussing the team’s attention on objectives set, ensuring that each member of the team received regular individual coaching and feedback• Monitor, measure and report on staff training and development needs within agreed time-scales, ensuring the smooth running of processes and functions• Provide excellent customer service at all times, ensuring the adaptability of the team in dealing with fluctuating volumes and changing business requirements

• New System Implementation Trainer

  • Jun 2011 - Nov 2011

  • Designed a user manual and trained employees on the use of a new I.T platform• Reviewed business and system processes to ensure all of those needs were met• Organised training schedules and rotas for employees• Supervised different departments to ensure the smooth running of the implementation of the new applications• Point of contact for employees to ensure any problems and issues were recorded in an efficient and timely manner

• External Liaison Officer

  • Nov 2010 - Jun 2011

  • Responsible for being the liaison point for third party providers and suppliers• First point of contact for the team, supporting them and ensuring the smooth running of the set processes, making sure tasks are completed to a high standard• Reconciling account holdings, payment files and invoices, ensuring all tasks are completed in a timely manner and working to tight deadlines• Completing remote quality assurance reviews

• Senior Negotiator

  • Jan 2007 - Nov 2010

  • Dealt with inbound and outbound telephone calls, negotiating outstanding monies by reaching agreements on customers’ accounts whilst assisting my line manager with the development and coaching of other members of the team• Being on the front line for any queries, comments or complaints made by customers• Organised incentives for the team to boost productivity

• Telephone Negotiator

  • Jan 2005 - Dec 2006

  • Arrange payments for outstanding finance on behalf of major blue chip companies• Training and coaching new and existent staff on in-house policies and procedure• Achieving individual and team monetary targets



Various

• China and South Korea

• English Teacher, Ning Bo, China and South Korea

  • Jul 2004 - Dec 2004

  • Travelled to China independently on a six month contract • Designed lesson plans for students in order to teach English as a foreign language • Produced weekly reports on student’s performance and relayed these back to their parents • Travelled to China independently on a six month contract • Designed lesson plans for students in order to teach English as a foreign language • Produced weekly reports on student’s performance and relayed these back to their parents



Intrum

• Sweden
• Financial Services
• 700 & Above Employee

• Credit Recoveries Officer/Client Liaison

  • Nov 2002 - Jul 2004

  • Arranging payments for outstanding finance on behalf of clients • Designing a flow chart for the new team to learn the new system • Training all new starters • Entertaining and liaising with clients to ascertain new business • Arranging payments for outstanding finance on behalf of clients • Designing a flow chart for the new team to learn the new system • Training all new starters • Entertaining and liaising with clients to ascertain new business